Frequently Asked Questions - Customer Service

Q. Can I use my credit card to pay for this order?
A. Hardy Diagnostics accepts MasterCard, Visa and American Express.

Q. Doesn't your system save the credit card number?
A. For reasons of security and for your protection, we do not save credit card numbers in our system.

Q. What will my price be for the product?
A. Pricing is given at the time of order placement. If you are not placing an order, give the Customer Service Representative your account number and they will be happy to provide pricing for your item(s).

Q. How can I check on an order that I have already placed?
A. Your Customer Service Representative will be glad to check on your order to verify that your order has shipped or provide you with order status information.

Q. How will my order ship? Which courier do you use?
A. We use many couriers, depending on your location. It may be a local courier or a national courier. We always ship the best way, to provide you with the best possible delivery time at the most reasonable cost.

Q. Can you track my package for me?
A. Your Customer Service Representative will be glad to get the information for you.

Q. Does Hardy Diagnostics charge a dropship fee?
A. No, but the $6.00 handling charge applies to dropship orders as well.

Q. What is Hardy Diagnostics' Handling charge?
A. Hardy Diagnostics' Handling charge is $6.00 per order.

Q. What is the Minimum Shipping Fee?
A. It is the minimum that is billed for shipping expense on each order, which includes the $6.00 Handling charge. This minimum fee is $19.50. Shipping fees are not applied to back ordered items or "will call" orders picked up at our warehouse.

Q. Can I return the product that I received by mistake?
A. Returns are coordinated through Customer Service and will require a Return Goods Authorization Number (RGA), which must accompany returned products. If the return is due to customer error, the return is subject to a 25% restocking charge. Returned products must be received at Hardy Diagnostics in good condition within 15 days. Not all products are returnable. Your Customer Service Representative can provide you with information on returnable products.

Q. Can I set up a standing order?
A. Yes, we highly encourage standing orders to ensure availability. Simply call 800.266.2222 and we can get your standing order processed.

Q. Can I make a change to my standing order?
A. You can make a change to your standing order with 48 hours advanced notice.

Q. Why wasn't I notified of a backorder?
A. You should be notified at the time you are placing your order. You may contact a Hardy Diagnostics Customer Service Representative for an update at any time.

Q. What is a Hazmat Fee?
A. When shipping hazardous materials, our carrier, Fedex Ground, imposes an extra charge per box. Hazard materials will be packaged separately, in accordance with the Department of Transportation regulations. The Hazmat fee is $20.00 per box.

Q. What if my products arrive damaged?
A. Call 800.266.2222 and speak to your Customer Service Representative.

Q. How can I get techical assistance?
A. You can call 1-800-266-2222 ext. 5658 or you can utilize our HUGO Techical Assistance Manual on CD.In addition we have most HUGO documents on our website. Click on "More info" then "View file" next to Technical data, after you call up the product on our web catalog.

Q. How can I sign up for the monthly Microbiology Newsleeter ("Microbytes")?
A. Go to our homepage link and use the sign up box at the bottom.