Customer Support

Log In / Ordering

How do I place an order

You must be logged into this site to place an order. Once you are logged in you can shop to place items in your cart or use Order By SKU if you know the item numbers you would like to order.

 

How do I log in

On the top of every page is a Log In link. Click that link and it will take you to the log in form.

 

How do I register

On the top of every page is a Register link. Click that link and it will take you to the registration form. You will need your account number and a valid email address. Once this form is submitted your online access should be activated in about 5 minutes.

 

Account not Activated message

If you just registered please wait about 5 minutes before logging in. If it has been more than 5 minutes use the contact form and let us know you just registered and are getting this message. If its been a while since your facility has ordered you may want to contact customer service at 888.278.9933.

 

Not a customer - Here is how you get started:

Complete the Credit application - even if you want to pay by credit card. We use this information to enter your facility into our ERP system. You will get a customer number back that you can use when registering on the site. Why do we need this? Because our ERP system keeps track of products for order fulfillment as well as pricing and shipping addresses.

 

How long will it take to be able to order online

Online accounts are activated within minutes of registration. Once the account is activated you can order online.

 

Updating Account Information

Have new addresses? Need to remove old addresses? We cannot change that on the web - it needs to be changed in our backend ERP system. Contact Customer Service at 888.278.9933. 

 

How do I contact customer service?

For questions about your order or products we offer, please contact our Customer Service department at 888.278.9933 during the hours of 8:00 am to 5:00 pm (EST) Monday through Friday. 

 

Business Hours and Orders

All orders are processed during regular business hours Monday through Friday. An order placed after hours on Friday will be processed on Monday morning.

 

Order processing During the Day

Orders go from the website immediately into our ERP system. An email with the confirmation number from our ERP system will come within minutes of ordering.

 

Forgot My Password

It happens to us all! Just go to the Login Screen and click the forgot password link. You will only need to type in your email address you used on this site and you will receive a new password with in minutes. If you do not receive an email perhaps you used a different email address? If that still does not work let us know! Fill out the Contact Form on this site and we'll take a look.

 

Products / Pricing

Pricing

Pricing pulled from our ERP system. Once your account is set up online it should pull the correct contract pricing. If not please let us know! Contact Customer Service at 888.278.9933.

 

Custom Products

Use the Order Comments box to communicate options needed on a product. The Order Comments box is on the last page of the checkout just before the submit button. The first 100 characters typed into this box will go with the order into our ERP system for faster processing. Example: Item ordered was markers with initials. Order Comments: Initials AAG

 

Products with Call for Price

If a product shows up as Call for Price on the site something did not match up for this product. An alert is sent to the site administrator and they will look the product up to resolve the issue. Just visit the product page a little later and it should be showing a price.

 

Products that cannot be added to the cart

Occasionally we may have products listed that are not able to be added to a shopping cart. There should be a message in the description of the product telling you why. Usually it would be for a manufacturer back order situation. If you have quesitons about these products don't hesitate to contact Customer Service at 888.278.9933.

 

Need SDS - Safety Data Sheets

Our copies of SDS (Safety Data Sheets) and MSDS (Material Safety Data Sheets) are on this site on the product pages or at Click Here for MSDS/SDS. I f there is one you cannot find just let us know! If we have not received an SDS we will still have the MSDS for the product.

 

Shipping / International Orders / Warranty / Returns

International Orders

MXR Imaging does not ship products outside of the United States.

 

Delivery of Product

Products stocked at local warehouses will deliver the fastest based on order date and delivery schedule. Direct ship products will depend on manufacturer supply and lead time. Contact our Customer Service department at 888.278.9933 to find out more about a specific product you need.

 

Returns

Due to the nature of the products we sell we accept returns on a limited number of products. Please contact our Customer Service department at 888.278.9933. We also have terms and conditions listed on our corporate site at http://mxrimaging.com.

 

Warranties

Warranties are the responsibility of the manufacturer.

 

Service

MXR Imaging has a large team of highly trained Field Service Engineers through out the United States. Contact our Service Department at 888.278.9933.

 

FRT and DELFEE Codes

FRT30 is for Freight. DELFEECC30 is for Delivery Fee Common Carrier.

 

Other Online Access Features

Order History

Once logged into the site click on Order History. Initially this screen will show all activity within the last week. Change the date range to what you are looking for. Note: orders are listed by our ERP order number and your purchase order number.

 

View all orders placed

Inside Order History will show you all orders placed under your account number. This includes called in, faxed and EDI orders.

 

Tracking Numbers

Tracking numbers can be found inside Order History. Click on the order or purchase order number to view the details including tracking numbers.

 

Invoices

The invoice provided online an actual copy of the invoice. Invoices can be found in the order details in Order History. Click on the invoice to view the PDF. You can also save this pdf to your computer.