Purchasing/Customer Support

Click on link below for specific contact information.

• Contact USP Customer Service
• USP Account Management Team
• USP Authorized Distributors
• How to Order Direct from USP
• Payment & Billing
• Reference Standards Quantity Discount Policy
• Shipping & Delivery
• Instructions for Internet Orders
• Orders Outside of U.S.
• Ordering Controlled Substances
• Recipients of Complimentary or Replacement Products
• Terms & Conditions of Sale
• Request Catalog
• Sign Up for Email Notices, Compendial Notices & E-Newsletters

Contact USP Customer Service

• Phone:+1-301-881-0666,1-800-227-8772 (United States and Canada), or 00-800-4875-5555 (select Europe)
• Email: custsvc@usp.org
• Fax: +1-301-816-8148
• Hours of Operation: Monday through Friday 4:30 AM to 6:00 PM EST. USP Customer Service has representatives able to speak English, Spanish, French, German, Italian, Arabic, Korean, Hindi, Urdu, Bangla, and Punjabi. If you require an interpreter for another language, please ask a USP Customer Service Representative for an interpretation service.

For ordering instructions, see How to Order below.

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USP Account Management Team

The USP Account Management Team provides free personalized service to support all aspects of your involvement with USP and helps you build a lasting relationship with our organization.

A USP account manager will be assigned to manage your company's relationship with USP, to understand your goals and needs, and to address any concerns and issues that you may have. Your account manager will:

• Look for USP solutions to your problems.
• Help you plan your need for USP standards resources.
• Provide order management assistance.
• Connect you to the right USP scientific and technical staff who will answer your questions.
• Help your voice be heard within USP by supporting your involvement in monograph development and revision.
• Keep you informed about inventory status, new products, education courses, and other opportunities to benefit from USP's expertise in scientific standards.

View a list of account managers.

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How to Order Direct from USP

There are five easy ways to purchase products directly from USP.

1. Internet: Order 24 hours a day, 7 days a week. Go to the Products & Services section of this website to find and order the USP products you need. View additional Internet ordering instructions below.
2. Telephone: Call +1-301-881-0666 or 1-800-227-8772 (U.S.). A USP customer service representative is available to assist you Monday through Friday 4:30 AM to 6:00 PM EST. USP Customer Service has representatives able to speak English, Spanish, French, German, Italian, Arabic, Korean, Hindi, Urdu, Bangla, and Punjabi. If you require an interpreter for another language, please ask a USP Customer Service Representative for an interpretation service.
3. Fax: Fax your purchase order or a completed USP order form to +1-301-816-8148. USP will confirm your order within two business days by return fax.
4. Mail: Mail your purchase order or a completed USP order form to 12601 Twinbrook Pkwy, Rockville, MD 20852. USP does not recommend ordering by mail when you require fast processing.
5. Email: Email your purchase order or a completed USP order form to custsvc@usp.org. USP will confirm your order within two business days by return email.

View additional information for direct orders placed from outside the U.S. Customers ordering from outside the U.S. may choose to order from a USP Authorized Distributor (view list).

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Payment & Billing

USP Provides Price Quotes on Request

Before placing any orders, you may request an official price quote from USP.

Call +1-301-881-0666 or 800-227-8772 or email custsvc@usp.org, specifying the items for which you want to get a quote. Prices on an official quote provided by USP are good through the date specified on the quote.

USP strongly recommends that you obtain a price quote if you intend to pay by wire transfer. When ordering controlled substances, you must get a price quote from USP as it is required for necessary official paperwork and permits.

When you order based on a USP price quote, please provide the quote number on all checks, wires, and/or credit card orders. This will improve accuracy and shorten order–processing time.

How to Pay

Choose one of the options below

• Credit card: USP accepts valid Visa, MasterCard, or American Express. Your credit card will not be billed until your order has shipped.
• Credit terms with USP: If you have an open credit account with USP, you may order by providing a purchase order number. Payment terms are net 30 days, unless otherwise noted via contractual agreement. Upon request, USP will extend a credit limit equivalent to US$2,000 to all eligible customers in the United States, Canada, and applicable European countries. To apply for credit terms with USP, please complete this form, including your signature, and fax it to USP Customer Service at +1-301-816-8148, or scan the completed form with your signature and email it to jvt@usp.org for processing. Please allow 2 business days for processing. If you have any questions about your credit application, please email jvt@usp.org or call +1-301-881-0666, ext. 8171
• Checks: Checks must be made payable to USP, in U.S. dollars, and drawn on a U.S. bank.
• Wire transfer: If you choose to pay via wire transfer, please include your USP Quote number or invoice number and your customer number on the wire transmission information. Please fax a copy of your wire receipt and order to USP once the wire has been sent so we know to expect it. Customers are responsible for paying all bank fees for wire transfers.

Reference Standards Quantity Discount Policy

USP’s quantity discount policy allows a 5% discount on quantities of ten or more of the same item purchased through the USP Store only. Discounts do not apply to Reference Standards purchased for resale, including USP Distributors, and do not apply if the order is placed by phone, fax, mail, or email. Our customer service department will be pleased to assist you in creating a USP Store account and to provide a brief tutorial on the advantages of using the USP Store.

Sales Tax

If your shipping address is within the state of Maryland, then your order will be subject to Maryland State sales tax unless we have a current, exemption form on file. USP is not licensed to collect sales tax in any other state in the United States or in any country outside the United States.

Invoices from USP

You will be sent an invoice for your USP purchases regardless of which payment method you select. Request to receive your invoice by fax or email.

Credit Hold

If your order is put on credit hold by USP, you will be informed of the same and must clear the hold within 14 days. Otherwise, your order will automatically be canceled and you must reorder.

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Shipping & Delivery

General Instructions for All Orders

• USP does not ship any products to post office boxes. Please include a street address or your order will not be processed.
• If ordering from outside the United States, you are responsible for paying all customs duties, taxes, or tariffs levied for importation of USP products.
• Customers can request special, guaranteed, same-day shipping for an additional charge of US$75.00.
• Customers can choose their own carrier preference by giving USP their DHL, UPS, or FedEx account number.
• Cold Shipments: USP has identified several items that require cold shipments. Items that USP has determined require cold shipment will not be charged an additional fee. If you would like a specific item not listed as required to be shipped on cold pack or dry ice, Customer Service can arrange this; however, there will be a $100.00 charge added to those orders. For orders,outside of the U.S. and Canada, please contact USP Customer Service to find out the applicable carrier and related shipping fees.

Shipping Carriers

USP uses FedEx as the default shipping carrier because we have negotiated favorable shipping rates with FedEx, which we pass on to our customers. However, we use alternative carriers for locations to which there is no FedEx service. For additional shipping information, please see the USP Online Catalog, "Ordering Information" section.

Shipping Charges for Reference Standards

USP ships all Reference Standards orders via air courier. For current shipping charge information, please see the USP Online Catalog, "Ordering Information" section.

Surcharges for International Controlled Substances and Dangerous Goods:

• There will be an additional $200 surcharge per order for controlled substances shipped internationally.
• Dangerous Shipments to select countries will also have an additional $200 per order surcharge. These charges do not stack, meaning the $200 surcharge is only applied once, even when sending controls and dangerous goods, for example. For a current list of countries, please see the USP Online Catalog, "Ordering Information" section.

Shipping Charges for USP Publications

Please see p. 3 of current USP Online Catalog for shipping charges for publications.

Preferred Carriers for Dangerous Goods

Reference Standards that have been classified as dangerous goods have specific requirements for shipping. Please see the lists below to find the preferred carrier for any order that contains a Reference Standard that has been classified as a dangerous good by the United Nations. For a current list of required freight carriers for dangerous goods by country, please see the USP Online Catalog, "Ordering Information" section.

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Instructions for Internet Orders

Ordering via the Internet is the fastest and most secure way of ordering from USP. Internet orders involve a simple 5-step process:

1. Find the products you want to order

Browse through the Products section of this website, use the global site search on the top right-hand of any page, or use the "Advanced Products Search" in the Products section. For each product, you can get product information and buying information. Choose the "Buy Now" option for the product you wish to order. Items available for purchase will be listed on the page.

2. Add products to your shopping cart

• Add items to your cart: To purchase items for which you see a box in the "Select" column, you must check the box and indicate the number of units you need. You can check multiple boxes before you click the "Add to Cart" button to transfer to your "Shopping Cart" page. To purchase an item for which you see an "Add Item" button in the "Select" column, you must indicate the number of units and click on the "Add Item" button. You'll immediately be transferred to your "Shopping Cart" page. Please note that clicking on an "Add Item" button adds only that specific item to your cart and ignores any previous selects.
• Repeat above steps as necessary until you have all the products you want to purchase in your cart.
• Within the "Shopping Cart", you can add or delete items. You can also change the number of units by overwriting the number displayed within your cart. Be sure to click on the "Update" button to see the recalculated price.
• If you're ready to buy, click on the "Checkout" button.
• To buy more products, you can
  • Click on the "Back" button of your browser to return to the page you were shopping from,
    OR
  • Click on the "Continue Shopping" button to return to the USP Products page and select a new product.
• If you wish, you may save your "Shopping Cart" to complete your purchase at a later date.

3. Sign in

To purchase USP products through this Web site, you must sign in using a valid USP Store Account. If you don't already have a user name and password, please follow the registration instructions during check out or contact USP Customer Service:

Tel: +1-301-881-0666 or 1-800-227-8772
Email: custsvc@usp.org (Be sure to provide your name, title, organization's name, email address, primary phone number, billing and shipping addresses in your email).

After you sign in, you can set up or change your personal information and your payment and shipping preferences at any time—click on "Profile." You do not need to re–enter this information every time you return to the USP website to place an order.

After signing in, you can click on "History" which is under "My Account" on the right side of the screen, to view details of the last 3 years of orders that you have placed with USP and to track the status of your current orders.

4. Checkout

• Before proceeding to final checkout, you must reconfirm your user name and password.
• Select your shipping method and location. Click on "Continue" and select your payment method and billing address.
• Within the "Review Order Details" page, you can still make changes or corrections to the number of units, shipping and billing information. To add/delete items, select "Cart."
• Once you've finalized the items in your Shopping Cart, click on "Place Order" to submit your order.

5. Receive order acknowledgment

As soon as you click the "Place Order" button, USP will send you an immediate order acknowledgment. Once your order has been successfully processed, you will receive an order confirmation vial email with the details of your order. You may return to the website and sign in to view the status of your order at any time.

Authorized Distributor rates

If you are a USP Authorized Distributor, the prices that you see after you sign in reflect the terms of your contract with USP.

Security

USP uses the latest Internet encryption technology, Secure Socket Layer (SSL), which is the industry standard for secure e-commerce transactions. Our secure server software encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. We recommend that you use a security-enabled browser, Netscape Navigator 4.76 (or higher) or Microsoft Internet Explorer 5.0 (or higher) to send sensitive information over a secure network.

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Instructions for Orders from Outside the U.S.

Order Direct from USP

Using product resellers, such as book or chemical supply houses, can add up to eight weeks to your order fulfillment time. Typically, USP processes orders for all our customers in less than two business days. But USP cannot control how long a reseller keeps your order before giving it to USP for processing or how long they hold the product before passing it along to you. View How to Order Direct from USP for instructions.

Apply for Credit Terms with USP

Many international customers must prepay, because they have not applied for payment terms with USP. Having payment terms allows you to place orders using your company purchase order and pay once you get USP's invoice. View credit terms information.

Credit Card

If you must prepay, please use a valid credit card. USP accepts Visa, MasterCard, and American Express. Credit cards are the easiest payment method. Avoid checks or wire transfers, if possible. View Payment & Billing information.

Official USP Price Quote

If you must prepay, get an official USP price quote before ordering. Having an official USP price quote allows you to arrange payment with the security of knowing the price will not change until a specified date. Also please reference the USP quote number on all checks, wires, and/or credit card orders. This will improve accuracy and shorten order processing time. View Payment & Billing information.

Customs Clearance

USP does not offer customs clearance services. We suggest that you arrange for a customs broker to facilitate clearance or allow FedEx to clear customs for you. Customs clearance is often the longest part of your product delivery time. Customers are responsible for paying all customs duties, taxes, or tariffs levied for bringing USP products into your country. See Shipping & Delivery for information about carriers and rates.

Language

USP has a diverse workforce. If you are having trouble communicating in English, please ask your customer service representative to find a USP employee who may be able to translate.

Contact USP Customer Service now.

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Special Instructions for Ordering Controlled Substances

Controlled substances are Reference Standards items regulated by the U.S. Drug Enforcement Administration (DEA).

List Chemicals

List of Reference Standards categorizedby the DEA as List Chemicals.

DEA Requirements for Controlled Substance Orders Shipped Within United States

List Chemicals

• Copy of your current DEA Registration or letter on company letterhead stating the intended use of the list chemical for each order placed

DEA Schedules I and II

• Orders in writing
• Copy of customer's current DEA Registration on file with USP
• DEA form 222, properly completed

DEA Schedules III, IV, and V

• Copy of customer's current DEA Registration on file with USP
• Orders in writing

DEA Requirements for Orders Shipped Outside United States

To facilitate efficient and correct ordering, please call Julie Smith at +1-301-816-8164 or emal JULS@usp.org or Florence Clarke at +1-301-998-6826 or email FXC@usp.org.

List Chemicals

• A copy of the import permit if the chemical is controlled in the country to which it is being exported.

DEA Schedules I, II, III, IV, and V

• Original import permit or letter of no objection (in English or accompanied by an English translation) valid at least 90 days from the date of its receipt by USP Customer Service.
• A statement of non–reexport and use exclusively for medical or scientific purposes from the importer (in English or accompanied by an English translation).

General Information

• Fees
  • Add US$25.00 to all unit prices for all DEA controlled substances and list chemicals shipped outside the United States.
  • Please see the current USP Online Catalog, "Ordering Information" section, for freight charges for your international controlled substance order.
  • Orders for controlled substances to shipped outside the United States must include full payment (see Payment & Billing) or purchase order for customers with approved net terms from USP.
• Special Instructions for Import Permits from Mexico
  • Additional time may be needed to obtain a certificate from the Embassy of Mexico.
  • The customer is responsible for the fee charged by the Embassy of Mexico for the certificate(s). Please contact Julie Smith at +1-301-816-8164 or email JULS@usp.org or Florence Clarke at +1-301-998-6826  or email FXC@usp.org about the fee, as the price is subject to change without notice.
• USP cannot ship controlled substances outside the United States without proper authorization from the DEA.
• All international controlled substance orders are shipped door to airport.

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