Frequently Asked Questions (FAQ)

Registration and Account Setup

• How do I create an account on the Aldevron ecommerce website?

  To register, click Login / Register at the top right of the homepage. Fill in your name, email, and create a secure password. Once submitted, you’ll receive a confirmation email.

  We currently serve customers within the United States only.
  If you're located outside the U.S., please visit aldevron.com to connect with our team for international inquiries.

  

• I forgot my password. How can I reset it?

  Click Login, then select Forgot Your Password? Enter your registered email address and complete the CAPTCHA. You’ll receive an email with a link to reset your password securely.

• Can I register as a tax-exempt customer?

  Yes. After logging in, you can indicate your tax-exempt status in your My Account dashboard or during checkout. Our system, integrated with Avalara, will verify and store your exemption status. See below TAX section to learn more about Tax Exempt process.

• Can I update my account information later?

  Absolutely. You can update your name, email, password, and address details anytime by navigating to My Account > Account Information.

Company Admin, Users, Roles and Permissions

• What is a Company Admin and what can they do?

  The Company Admin is the primary user for a company account and has full access to managing company users, teams, roles, and permissions, as well as view and manage orders and quotes.

• How do I invite team members to our company account?

  A Company Admin can invite team members by signing in to the company account and using the Users section to add a new user. The invited user receives an email with instructions to create their password and join the company account.

  

• Do invited team members need their own login?

  Yes. Each team member must have their own unique email address and login credentials. This ensures activity such as orders and quotes is properly tracked and permissions are applied correctly.

• Can I assign a role when inviting a team member?

  Yes. When inviting a new user, the Company Admin assigns a role that determines what the user can access, such as ordering, requesting quotes, or viewing company information. Roles can be updated later if responsibilities change.

• What happens if a team member no longer needs access?

  The Company Admin can deactivate or remove a user at any time. Once removed, the user will no longer be able to sign in or access company data, orders, or quotes.

• Can I create different roles for users in my company?

  Yes. Company Admins can create and manage multiple custom roles to match their organization’s structure, assigning specific permissions for actions such as ordering, requesting quotes, managing users, or viewing company information.

  

• What permissions can be controlled with company roles?

  Permissions can be configured to control access to key B2B activities, including placing orders, requesting and managing quotes, viewing order history, managing users and teams. 

• How do roles affect ordering and quoting?

  Roles determine whether a user can place orders, request quotes, view quotes, or use checkout with a quote. For example, some users may be allowed to request quotes but not submit orders, while others may have full purchasing authority. As Default, all users can place orders, request quotes, view quotes, or use checkout with a quote individually unless assign to different role but they cannot see other company users orders or quotes.

• Can roles be changed or removed later?

  Yes. Company Admins can edit, duplicate, or delete roles at any time. A role can only be deleted if it is not currently assigned to any users, ensuring account access is not accidentally disrupted.

• How do I create a new role for company users?

  A Company Admin can create a new role by signing in to their account, navigating to Roles and Permissions, and adding a role with a descriptive name. Permissions are selected by checking which resources or activities users assigned to that role are allowed to access, such as ordering, quoting, or user management.

• How can I edit or update permissions for an existing role?

  Company Admins can edit an existing role at any time by selecting the role from the Roles and Permissions list and updating its name or permission settings. Changes are saved immediately and apply to all users currently assigned to that role, allowing companies to adjust access as responsibilities change.

Browsing and Product Customization

• How do I find the products I need?

  Use the search bar at the top of the page to search by product name, SKU, or keyword. You can also browse by category to explore our full catalog.

  

• Are there customization options for plasmids?

  Yes. Our basic and standard plasmid products offer customization options. On the product page, you’ll see configurable fields for plasmid preparation, QC bundles, QC options, and more.

  To learn more about QC bundles click here.

  

• What if I need help understanding a product option?

  Click the question mark icon next to any customization field to view a helpful pop-up with detailed explanations or see examples under the option fields. If you still need help you can send an email to order@aldevron.com or fill out the contact us form.

  

Ordering and Checkout

• How do I place an order?

  Once you’ve selected your products and customization options, click Add to Cart. Review your cart, then click Proceed to Checkout. Enter your shipping and billing details, choose your delivery method, and confirm your order.

• What is Quick Order and how does it work?

  Quick Order is a feature on our eCommerce site that allows customers to place multiple item orders quickly and efficiently for Maxi, Mega and Giga preps. Users can either upload a CSV file using our downloadable template or manually enter items into an interactive table. The system validates entries, highlights any errors in red, and allows users to correct them by selecting from dropdown options. Once all data is entered correctly, users can submit their order by clicking Add to Cart.

  Note: Using the Quick Order tool requires registration and login. You can find the link to access it under the My Profile section of the website.

  

• How do I add another custom plasmid to my order?

  After adding your plasmid to the cart, you will see Add Another button to add another plasmid.

  

  When you clik this button, you can add another plasmids withh all options you chose for the previous custom plasmid rather than starting from scratch. You can select new options or change/remove the exisiting options. Click Add to Cart to add new plasmid into the shopping. Cart.

  If you need to edit the plasmid which is alrady on the cart, click Edit button to edit and fix your errors.

  To delete the plasmid, you can click the Trash can icon on the right corner of the plasmid.

• Can I upload a Purchase Order (PO)?

  Yes. During checkout on the billing and payment section, addition to the Credit Card options, you can choose between:
  - Blanket PO (optional PO file upload)
  - PO (PO file upload required)
  Enter the PO number and upload your PO file to complete the process.

• What shipping options are available?

  You can select from our standard shipping methods or enter your own carrier details. You can choose your requested delivery date from Tuesday through Friday. No shipments are dispatched on Fridays for overnight delivery.

• Can I choose a specific delivery date?

  Yes. During checkout, you can request a preferred delivery date based on our shipping schedule. The earliest delivery is Tuesday, and the latest is Friday.

• How do I apply a discount code?

  If you have a discount code, enter it in the Enter Discount Code field in your cart and click Apply Discount button. The system will validate and apply the discount automatically.

  

• How is payment processed?

  Payments are securely pre-authorized through Stripe. Once your order is invoiced and shipped, the payment is captured. You’ll see all payment details in your order summary.

• How do I send starting material if my order includes Basic or Standard Custom Plasmid preps?

  If your order includes Basic or Standard Custom Plasmid preparations, you will receive a separate email with instructions for submitting your starting material. If you do not receive this email within 24 business hours, or if you have any questions or encounter issues while completing the form, please contact us at order@aldevron.com.

Tax and Tax Exempt Certificate

• How tax is calculated?

  We calulate taxes based on your shipping address and products on the shopping cart. Some products and services have different different tax rates.

• What is tax exempt certificate? How does it work?

  A sales tax exemption certificate is a document that allows a business, organization, or individual to purchase normally taxable goods or services tax free.

  You apply for exemption certificates and provide them to us at the checkout or on My Account section. In the case of a blanket certificate, it’s not necessary to use a new certificate for each purchase, if the qualifying factors are the same and the certificate is valid.

  We are required to collect and validate certificates prior to exempting tax. If a certificate is incomplete, expired, or unavailable, we are responsible for collecting tax and you can later request a refund from the state. 

• How do I make sure my order is processed without taxes?

  To make sure that your first order is processed without taxes and that your Aldevron Ecommerce account is set up with tax-exempt status for all future purchases, complete the following steps:

  • Login to your account and click Tax Certificates to see your certificate is active and valid. You can add your certiciate online by clicking Add Exemption button on the right side.

  

  • If you prefer, you can email your certificate to order@aldevron.com
  • During the checkout process on the Review and Payment page, you can start adding certificate process as well by clicking Manage existing certificates button. 

  

• Do I need to provide my tax-exempt certificate every time I place an order?

  No, you need to provide your sales tax exemption certificate for your first order if it does not exist on your account, and it will then be linked to your account for future orders. For states that have certificates that expire you will need to provide an updated certificate once the expiration date has occurred.

Order Tracking and Management

• How can I track my order?

  Log in and go to My Orders in your account dashboard. Click View Order next to your order to view real-time tracking information.

• What do the different order statuses mean?

  - Pending: Order received, awaiting processing
  - Processing: Order is being processing
  - Shipped: Order has been dispatched
  - Invoiced: Invoice has been generated
  - Complete: Order is finalized
  - Canceled: Order was canceled

• Can I reorder a previous purchase?

  Yes. Go to My Orders, find the order you want to repeat, and click Reorder. The items will be added to your cart for quick checkout.

  

• Can I cancel an order after placing it?

  Currently, customers cannot cancel orders directly. If you need to cancel or modify an order, please contact our customer support team at order@aldevron.com as soon as possible.

Account Management and Support

• How do I manage my shipping and billing addresses?

  Go to My Account > Address Book to add, edit, or delete addresses. You can also set default billing and shipping addresses for faster checkout.

  

• Can I save my payment methods?

  Yes. You can securely save your payment methods under My Payment Methods for quicker future purchases.

  

• How do I contact customer support?

  Visit our Contact Us page or send email to order@aldevron.com. Our team is here to help with any questions or issues.

• Is there a way for support to assist me directly in my account?

  Yes. If you enable Remote Shopping Assistance in your account settings, our support team can log in as you (with your permission) to help troubleshoot or complete actions on your behalf.