New users will submit an account application which will be approved before they have access to the site

I do not remember my password.

Click on Login icon and then password reset link to request a new password.

I get an error message during registration.

Check if all fields were entered correctly, including street and post code and country code. Fields that have not been entered correctly are marked in red. If the problem persists, please contact Bioscience.Australia@Lonza.com

My registration was not successful.

Our website follows a two-step registration process.

1. In a first step you register with your first and last name and email address. details. Once submitted an email will be sent to you to confirm we have received your registration request. Your details will be sent to the customer Service Team to approve and to link your details to your account.
2. Once approved you will received a confirmation email. Afterwards you will receive a confirmation email .Your registration will only be completed once you have completed and confirmed your registration by clicking on the link provided in this email. If you did not receive your confirmation email, please check your Spam folder. If you require further assistance, please contact our Bioscience.Australia@Lonza.com

I want to change my address during the registration confirmation.

If you have already registered and try and change your address you will get a error message stating that your username/email already exists.

Please contact the Customer Service Team at Bioscience.Australia@lonza.com to request an address change. 

I cannot login, my user account is blocked.

In case you have forgotten your password, please use the “Forgot your password?” a visible underneath the log-in fields. If your account is blocked, please contact Bioscience.Australia@Lonza.com

I want to make changes to my contact details after registration.

Users cannot change their address, they can only change their name, email & password. Please refer to account dashboard.

I have trouble placing an order.

Please contact Customer Service Team at Bioscience.Australia@Lonza.com

 I have trouble placing an order.

Online purchasing is only available for eligible accounts. B2B customers can create quotes from the cart and provide the quote to their purchasing team for ordering.

I have trouble with my credit card payment.

Please verify the card number, expiration date and CVV codes. Make sure that your credit card is not expired and that your credit card limit is not exceeded. If your issues remain, contact our Customer Service Team for further assistance.

The prices shown do not match my contract/quote.

Please note that you will only see your account specific pricing if your registration has been associated with the correct account.  For further assistance please contact the Customer Service Team for assistance at Bioscience.Australia@lonza.com 

I want to place an order with a new bill-to address.

A new bill-to address can only be submitted via our Customer Service Team. All bill-to accounts that are associated with your account are shown during the checkout process. If you wish to request a address change please submit a form through the account dashboard.

I want to place an order with a new ship-to address. 

1. Your account is assigned a ship-to address. You do not have an option to choose multiple addresses at checkout
2. If you wish to change your address please contact Customer Service on Bioscience.Australia@lonza.com.
3. To get the delivery delivered to a specific floor or department , they should update their ship to address and include a note in the order as well.

I want to order a specific batch no.

Add a message in the note field when checking your cart out.