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Helpdesk

KNOWLEDGEBASE

Common Questions

If you have any questions about our products or a specific order, our Customer Service team will be happy to help you. Please email ecommerceteam@estore.oxinst.com and put the topic of your question in the subject line. Our teams are available during working hours Monday - Friday.
Unfortunately due to invoicing we are unable to accept more than one booking at a time for a digital product. Please remove one of the products and try again.

If you are trying to purchase physical goods alongside a virtual product such as software, training or LiveAssist in the same transaction, and you are having issues with your basket then we recommend that you complete each transaction individually to ensure that the order goes through correctly. If you are having any other issues then please email us ecommerceteam@estore.oxinst.com and the team will be able to help.
While you can place your order at any time of the day, please note that it can take up to 2 working days for the order to be processed. The office is open Monday-Friday, so orders placed over the weekend may take an extra couple of days to process. Once your order has been processed and shipped, you will be notified via email.

For example, if you place your order by 12pm on a Friday, the order will be dispatched on the same day for delivery. If you select Express Delivery, you can expect your order to be delivered on Monday (subject to availability). Standard delivery usually takes up to 5 working days. 
For the purchase of physical products, spares and consumables, you will be charged when the order is confirmed. Once payment is taken, your order will be processed and shipped.

For digital products, such as online or remote training, you will be invoiced and charged only when the training takes place.

Oxford Instruments has selected ModusLink B.V. in the Netherlands and ModusLink Corporation in the United States to be the authorised reseller and merchant and seller of record of the products and services offered on the Oxford Instruments eStore. You will see ‘ModusLink *Oxford Instruments’ appearing on your credit card statement to indicate a purchase from this eStore.
Your invoice will be sent to you electronically to the email address that you provided at checkout automatically. You are now able to add a secondary invoice email address to your account so that the invoice can be sent to your procurement team if it is not you who will deal with the payment. 

You can expect to receive your electronic invoice at the point that your order has been shipped. If you do not receive an email containing your invoice, please contact our Customer Service team at ecommerceteam@estore.oxinst.com who will be able to provide you with a copy.
Your shipping confirmation, along with any tracking details will be emailed to you once your order has been processed and dispatched. Full details on the current status of your order, along with any tracking information is available within your Account. Please login and navigate to ‘My Orders’ for full information.

Please be aware that if you have ordered a product the is on pre-order, then we will have to pre-order this from the manufacturer and ship it to our warehouse before we dispatch it to you. Only when the item is dispatched from our warehouse will you receive tracking details. (Pre-ordered items usually take an extra 2-3 weeks to come, however some items may take longer.)
Please enter your billing address exactly as it appears on your credit card statement. In the event that you continue to experience issues with your credit card not being able to complete the order, please contact your bank provider and/or try an alternative payment method.
You can stay updated on your order status by logging into your Account and navigating to ‘My Orders’. You will see whether your order has been received, processed and shipped. If you have chosen to not create a profile when purchasing, please get in touch with our Customer Support team, referencing your Order Number.
No. There is no minimum order amount.
Orders from the Oxford Instruments Store Americas can be shipped only within the United States and Canada (excluding US Virgin Islands).
Orders placed from individual Oxford Instruments country eStores, can only ship to the list of countries provided in the drop-down menu. If you are looking to place an order for products outside of these listed countries, please get in touch with our Customer Support team who will be able to assist you with alternative options.
Providing your order has not been processed and dispatched, you can cancel your order free of charge by getting in touch with our Customer Service team. Please ensure that you have your order number to enable faster processing of your cancellation.

If you are looking to cancel a digital product, such as online training, you can cancel this up to 48 hours before the event is due to take place. If you cancel within 48 hours of the event start date, the full amount will be charged, and you will not be entitled to a refund regardless of whether you attend the event or not.
Stock availability is clearly marked on each product.

If a product is in stock, it means it is in the warehouse and is ready to be shipped out.

If a stock is marked as pre-order, it means that we do not have any physical stock of this item in the warehouse, however it can be pre-ordered from the manufacturer and will usually take a few weeks to arrive.

Please be aware that some Cryospares items have longer lead times. You can check lead times of a product before you buy by emailing ecommerceteam@estore.oxinst.com

If a product is out of stock, then please email us on the email address above and we will be able to check with the relevant business unit to see if it can be pre-ordered.
To place an order via PO, you must register your MyOi account (if you haven’t already)

Before you process your PO through our system, please confirm the following:

• Will it be yourself who will be processing the PO or someone else? If its someone else, please make sure the account has been registered under the individual’s name and email.

• We can send invoices to your email address or a secondary email address that you can add in the MyOi section of your account

• We do not upload invoices to any third-party web tools e.g. Chorus

Before creating your PO, please make sure you have registered Moduslink as a vendor in your system, as the PO must show Moduslink as the supplier as they are our Commerce partner and handle our payments/distributions.

Please also be aware that we do not process PO's for customers. Even if you have a PO you would still need to place your order on estore.oxinst.com
Please note that once you have placed an order, you will not be able to change the delivery address for that order. Orders with physical shipments are immediately sent to our fulfilment agency and our systems are unable to amend the details. You can maintain your details and update your address and personal information at any time by logging into your Account.
Feedback or complaints can be sent to our customer service team via email at ecommerceteam@estore.oxinst.com
When you go into each product there is an orange button in the top right which says add to order template. This will bring up a box that says add this product to order template. You can create your order template and name it here and add other products to it if you wish.

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