FAQ

About the inquiry

1. How to send the inquiry?

Clearpharm, Ltd. accepts both on-line inquiry and off-line inquiry. If you select sending the inquiry on-line, the system will request you to submit some necessary contact information, for example your name/mailbox/company name and your country, so that we could server you better. In addition to the on-line inquiry, we also accept the inquiry via the Email/fax and telephone, you can find the corresponding contact information on Contact us. Finally, no matter inquiry on-line or inquiry off-line, the products information (our product catalog No. is recommended), package required and your contact information shall be included.

2. How long can I receive the reply Email such as the quotation?

Otherwise the special situations, Clearpharm, Ltd. will reply your inquiry within 24 hours. The aforesaid special situations include the legal holidays, the service interruption or communication fault arising from the extremely disastrous weather. Clearpharm, Ltd. will try our best to notify the customers in advance.

3. How to submit the inquiry, if the product can not be searched in our database?

If you confirm the chemicals you need can not be found via the product search or search by structure, please send the structural information and quantity of products you need to our technician via sales@Clearpharm.com, we will reply you as soon as possible.

About the order

1. How to submit the order?

Clearpharm, Ltd. receives the order sent via the Email and fax and temporarily does not supply the on-line function to send the order.

2. About the validity and cancel of order?

Otherwise the special situations, we will send an Email to confirm the order within 24 hours upon the receipt of order and confirm the order amount/delivery data and the relevant charges, and the order comes into effect on that day.

3. How to gain the tracking number?

Customer Service Department of Clearpharm, Ltd. will send the tracking number of parcel to you via Email on the day of delivery. FedEx, DHL and EMS are the international freight agencies which are most used by us. And the real-time freight status can be inquired on the websites of these freight agencies through the corresponding tracking number.

4. Why make the certification for safe transport of goods?

Restrained by the relevant laws and policies of China, Clearpharm, Ltd. carries out the certification for safe transport of chemical goods before the shipment, and may charge you a certain cost for the certification of safe transport of goods. The corresponding cost will be expressed in the confirmation letter to order.

5. How to know the updated status of order?

You can ask the customer service manager for the status of order via Email at any time, we will generally reply you within 24 hours. In order to avoid any unnecessary confuse, please indicate your order number in the mail, so that the customer service representative can rapidly query.

6. When the delayed delivery will occur?

Clearpharm, Ltd. commits to make every effort to ensure the delivery on schedule. However, due to particularity of chemical synthesis and transport of chemical goods, in case of one or many of following circumstances, the delayed delivery still will occur:
1) Such force majeure as the severe weather
2) Customs inspection/detained shipment
3) Goods are lost/ error delivery in the transport
4) Some unforeseen circumstances, such as the explosion, fire and so on, occur in the chemical synthesis
5) Clearpharm, Ltd. has the obligation to notify the customers the technical predicament in the chemical synthesis as soon as possible.

7. How about freight agencies option and freight charge?

Unless otherwise agreed, terms of our offer are based on FOB (Shanghai). Under tacit recognition of the client, the option of FedEx DHL or EMS as the International Freight Forwarder is made by Clearpharm, Ltd. according to the actual condition of the ordered product, and shipment cost is charged in accordance with the related quotes of the freight forwarder. The client is entitled to specify a preferred shipping agent at the same time of releasing an order and provide the account of the freight agency. Freights are no longer collected by Clearpharm, Ltd.

About payment

1. In what ways can the goods be paid?

Clearpharm, Ltd. accepts any of the following means of payment:
1)Credit card
2)PAYPAL
3)T/T

The following means of payment are currently not accepted by Clearpharm, Ltd.:
1)Letter of credit
2)Check
More detailed payment information will be expressed in the invoice; please request to our customer service for official invoice prior to the payment.

2. Why are banking charges collected?

Unless otherwise agreed, terms of our offer are based on FOB (Shanghai). Therefore, certain amount of banking charges are collected in accordance with the value of the order, which will be expressed in the official invoice issued by Clearpharm, Ltd. Banking charges do not have to be paid if the client assures to declare to the bank of willing to bear the full transfer fee at the time of transference.

About getting product information

1. How to get a complete or the latest version of product catalog? The latest version of product catalog is released monthly by Clearpharm, Ltd. and you can ask for the latest product catalog by sending Email to sales@Clearpharm.com at any time. 2. How to get COA, MSDS and other relevant information of the product? The search function for COA can be found on the right side of products page. Please note both catalog number and lot number is required. We also have put some useful links on the right side of the general information of every product, which also includes the search functions for COA and MSDS. If you don’t have the lot number, please send an Email to sales@Clearpharm.com for demand.