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How can I change my email address?
To check the email address associated with your account, log into the website (not the webshop) and go to 'My Account'. To change the email address associated with your account please contact us and we will review and respond within 2 working days. 

How do I know the shelf life of the product?
First, make sure you are logged into our webshop, and find the product using the Search facility. For products which can be ordered directly online, in the column “Stock”, a coloured icon will be shown as red, amber or green.


A
s our batches change frequently and sometimes we have more than one batch in stock, the exact batch provided for your order will be confirmed when we process your order. If the shelf life is less than two years we will inform you.



Once your order has been processed, the batch for your order will be visible on your Account page. Batches are shown for Orders, Invoices and Posted Shipments. You can then download the documents for the batch.



The expiry dates shown are always for the Fagron expiry. More detailed information from our manufacturers is shown in the other documents provided. Fagron’s product expiry when expressed as “01/12” always indicate the last day of the month.

 


What are Precautionary Statement Codes?
Hazard and Precautionary statements, CLP pictograms with hazard classes represent standard phrases and images used to respectively describe the hazards of hazardous substances/mixtures and the recommended measures to be taken when using/disposing hazardous substances/mixtures.

Precautionary statements are also assigned a unique code, consisting of one letter, “P”, and three figures, the first of which refers to one of the 5 types of statements:
  • P1xy for General recommendations
  • P2xy for Prevention recommendations
  • P3xy for Response recommendations
  • P4xy for Storage recommendations
  • P5xy for Disposal recommendations

As well as the H and P references, Fagron also uses the EuH codes for additional Eu Hazard Statements.

What are Fagron's payment terms?
Our standard payments terms are Net 30 days from Invoice date. Fagron reserves the right to require orders be paid in full prior to shipment; in this case we will provide a Pro-forma invoice. Payment can be by BACS, cheque or Paypal.  All prices are subject to change without notice. 

How can I register on the site?
If you want to register as a new customer to access to our website, and possibly also our webshop, go to fagron.co.uk  and click on Register at the top right. When completing the form you can specify whether you want to access the webshop too by clicking ‘Create a webshop account’. On receipt of your application we will respond to your request within two working days. You will receive an email when your application has been processed.

If you have signed up for the website, you will have a password, which will provide complete access to the international sites fagron.com and compoundingmatters.com. Our  Compounding Matters website is created and maintained by our international partners and includes an overview of international formulae, and is aimed at an international audience. In the text box on the top red bar you can see if you are in the website or the webshop.

On our website we have created special zones for our visitors in the Healthcare Professionals area. Depending on your business and professional background, you will receive a website account with access to the password-protected areas of each group. If there is an area you cannot access but would like to, just send an email to info@fagron.co.uk and we will respond to your request within 2 working days.  

On our webshop you can see more detailed information about our product range, and you have the option to order from us online. We take careful note of your history and correspondence when deciding on the access we provide. Our prerequisite for online ordering is that you are registered as a customer with us. If you would like to discuss your access or online account please contact us. If you would like to become a customer, please complete our New Account Application Form in the Contact area of our webshop. 


How do I become a customer?
Please fill out the Fagron New Customer Form on the "Contact Us" page of our webshop, and email to info@fagron.co.uk.

How can I see if a product is in stock?
First, make sure you are logged into our webshop, and find the product using the Search facility. For products which can be ordered directly online, in the column “Stock”, a coloured icon will be shown as red, amber or green. This provides an indication of our stock levels.  

Red = no stock; Amber = limited stock; Green = in stock. 

For some items they may show as red; for these we may be awaiting replenishments. If you would like to order a product showing as red, please contact our Customer Service. 

If you order a large quantity of a product we may not have enough stock to fulfil all your order in one shipment, from the same batch. For example you order 12 units but we have only 5 in stock. If this happens, we will contact you to discuss the best options for you.
You can also place an order if an item shows as red (no stock). We will receive your order and advise you of the expected delivery date.  

Some of our products are shown as “Price on Request”. You can use these products to request a different pack size if the size you need is not shown. Simply enter the pack size and quantity and hit “Send Request”. Our Customer Service Team will review your request and send you details of the optimum product based on your request. 


Can I order a CD or Precursor?
Materials classified as controlled drugs or precursors may incur a standard fee of £150/€180 to cover UK Import licences, Partner Export licences and the associated administration costs.

Is it possible to return a product?
If you would like to return a product please contact our Customer Service. 

Are the prices shown the prices I will pay?
Prices on our webshop are those ruling, in your currency, and exclude any relevant VAT and delivery charges unless otherwise specified.  As our suppliers and their prices change, our prices to our customers are subject to market variation and alteration without notice.
For many products we offer multibuy pricing: the higher the number of units you buy, the lower the price. The multibuy prices are visible in the order basket. 
If you request a price for one of our products using the “Price on Request” option, your price will be valid for 30 days unless otherwise stated. This option include prices for materials which are standard packs not shown on our webshop, products packed down from bulk material using our bespoke service, equipment and materials sourced outside of the Fagron Group core range.


How do I order Controlled Drugs and Precursors?
These products are restricted for sales and can only be sold to licensed customers.

Please submit to Fagron a valid copy of your authorisation to possess, supply or manufacturer for customer approval.


How do I add items to my Favourite list?
For repeat orders it’s easy to set up a list of items you order regularly. This can save you lots of time.
So how do you make a list? There are two quick ways to create a Favourite list:
• Through the Quick order facility on the webshop. Here you can quickly add products to Favourite list using a product code or name, without going through the in-depth product information. Enter a product code, decide the quantity and click 'Add to favourites'. You can then select the list to which you want to add the products, or you can enter the name of a new Favourite. If you have not created a Favourite list, you will be prompted to enter a name for your
Favourite. Confirm your Favourite by clicking the "Add Products to Favourite" button. A window will appear showing your saved Favourite.
If you have already created one or more Favourites, you can select the Favourite to which the product is to be added or alternatively create a new order template.
• Via shopping on the webshop. Select products and add to your basket. By clicking on the button 'Add to favourites' you can add all the products in the basket to a new or existing Favourite list.
• Via the tab 'Favourites” on the homepage, you can easily edit your Favourites by clicking 'Update'.
Please note there is a maximum of 50 items to ensure optimum website performance.


Where can I see my undelivered orders?
If you are logged in, you can see details of the current status of your orders and also the items that appear on backorder. Select the home page of the webshop, and view Orders and Quotes. Here you can set different filters to find an order. Select Order on the dropdown list. Confirm your entry by each pressing the "Search" button. All orders are displayed according to your search criteria. You can view the order by clicking on the Order Reference, and print. In the "Ship" column you can find the expected shipment date. On the Shipping tab above, once the order is shipped you can also see the shipment date.   

I have not received confirmation. Now what?
When placing your order you will receive an automatically generated email with the order details. Please check this in your email inbox immediately. You will also receive from us a subsequent email with your batch details and expected shipment date. Check in the “Orders” section in our website, here you can ensure your order has gone through. If you are experiencing problems please contact our Customer Service. 

My existing log-in no longer works. What next?
For data protection reasons, you will need a new Username and Password for the new website and webshop. We have sent many of our users an email with details of how to activate their profile and reset your password. If you have not received this email, please send an email to info@fagron.co.uk with your Company Name and your Fagron Account number. We will send you an activation email as soon as we can. 

How do I add products to my shopping cart?
Once you are logged into the webshop, there are different ways to add products to your basket:
• Search for a product using the search box at the top of the webshop. Click on 'More info' on the right when in list view. Use the + and – in the Quantity column, and click “Add to basket”. 
• On the homepage, enter the product code or name on the “Quick order” field, and as you type the products will show. Select the product you require, change the quantity and “Add to basket”. 
• If you have created a “Favourite” list, you can add all products on a Favourites list straight into the basket by clicking the red button “Add Favourite List to basket”. You can also select one or more items from a Favourite List, change the quantity, tick “Select” and “Add selection to basket”. 

In the top right of the webshop you can see your order in the Shopping basket. Here you can change quantities or remove products. From your order history you can easily find the products and codes to make sure you are ordering the same products.


What do the error messages mean?
On occasions you may come across an error notification on the website or webshop. This could be because the system does not recognise the data you have entered, because you are attempting to view, or use a favourite link from our old website, or you have not clicked to accept the terms and conditions. Other errors may be a link that does not open. If you do receive an error please contact info@fagron.co.uk,  including your Username, the URL of  the link you are trying to access, if possible a screen print, and what type of device and browser (with version) you are using. This will assist us in rectifying any problems and improving our user experience.

Where can I find and print product documents?
Fagron CoAs and MSDS can be found on the front page of our website. Enter the name, part-name or batch you need and select CoA or MSDS. The search will take you to fagron.com, where these documents are held. Click on the EN version, which will provide the document in English. 

For more in-depth documentation, this can be found in our webshop. First, make sure you are logged into our webshop. Find the product or batch using the Search facility. Click on “documents” and all documents related to your search will be displayed. Click on the red bar where you can sort the documents by the headers. Click the red download icon to download the full batch document. 

Alternatively use the Product Groups to find the product. Click the red box “More Info”, and the product detail will be displayed, including a red icon for you to download the batch document where available. 

Batches assigned to your shipped orders are visible on your Account page. Batches are shown for Orders, Invoices and Posted Shipments. You can then download the documents for the batch supplied. 


How do I change/remove products from a Favourite?
From the homepage, you can see Favourites. Open your Favourite by pressing "Edit List". You now have the option to cancel the Favourite ("Delete Favourite"), amend the quantity (adjust the quantity using the +/- buttons, followed by clicking the "Update" button to confirm), or remove individual products from the Favourite (tick in column and press the "Remove selected items from Favourite". In this view, you can not add items to the order template.

Order using a Favourite list: 
On the homepage under Favourites you can find the lists you have already created. If you want to order products in a Favourite list, click on the button "Buy Now". The products in the Favourite list are then added to the basket.

You can change the quantity, and / or add or remove an item in the Basket.


What if I have something on backorder?
Any item on backorder status will be shipped immediately when available. Minimum shipping charges may apply.

Where can I see the product’s shelf life / expiry?
First, make sure you are logged into our webshop, and find the product using the Search facility. In the column “Doc”, all documents linked to the product will be displayed. As our batches change frequently and sometimes we have more than one batch in stock, the exact batch provided for your order will be confirmed when we process your order. If the shelf life is less than two years we will inform you. 

Once your order has been processed, the batch for your order will be visible on your Account page. Batches are shown for Orders, Invoices and Posted Shipments. You can then download the documents for the batch. 

The expiry dates shown are always for the Fagron expiry. More detailed information from our manufacturers is shown in the other documents provided. Fagron’s product expiry when expressed as “01/12” always indicate the last day of the month. 


What are the order lead times?

Our lead times refer to the expected time for delivery of the material to you once you have received an Order Confirmation from us. We shall not be liable for any losses, costs, damages or expenses incurred by you or any other person or Company arising directly or indirectly out of any failure to meet any estimated delivery dates, and you acknowledge that time of delivery shall not be of the essence.  

Standard packs are available off the shelf and are subject to the standard lead times below. The lead time for materials which are ordered as a bespoke special packdowns from our bulk material is approximately 15 working days. The lead time of materials which have been sourced outside of the Fagron Group core range varies by supplier and will be confirmed at the time of order. The lead time for CDs and Precursors is between 8 – 12 weeks, unless otherwise informed.

If there is any delay, we will inform you in writing via email, and this will also be visible and updated on the webshop.

 


Item Prefix

Country of Dispatch

Standard Lead Time

B

Belgium

5 working days

BA

Belgium

5 working days

D

Germany

7 working days

E

Spain

7 working days

IMF

Germany

7 working days

KA

The Netherlands

4 working days

N

The Netherlands

4 working days

SH

The Netherlands

4 working days


Buying products for use in a product holding a MA?
We may offer material for a variety of uses.  If the active pharmaceutical ingredient you require is for use in a product holding a Marketing Authorisation the source will be regulated by that Authorisation.  You need to, and for our records we also need you to inform us about this. You need to inspect and agree to the information given in the manufacturer documents including the CoA. The Fagron CoA in such cases is not material.  

I didn't receive my order, what do I do?
If your shipment does not arrive in a timely fashion, please contact our Customer Service Team.

What does Fagron mean?
Fa•gron



Dutch Origin:             Farmaceutische Grondsoffen.



English Translation:   Pharmaceutical Raw Materials

What do the icons mean?
The icons indicate important information about the product. 

CDs and Precursors: Red square with a white C
These products are restricted for sales and can only be sold to licenced customers. 
If you haven’t done so already and you would like to purchase these items, please submit to Fagron a valid copy of your authorisation to possess, supply or manufacturer for customer approval.

Temperature-controlled storage (and transport): Red square with white snowflake

Hazardous: Red square with red and white diamond

If you order a product requiring temperature-controlled transport, this will not be dispatched on Friday and we will ship after the weekend.  


Is there a minimum order value?
The minimum order value is £50 excluding delivery. For orders which don’t meet this we will contact you direct. If you aren’t out of office, and we don’t receive a reply within 48 hours, the order will be processed at £50 excluding delivery. Exclusions apply. 

What are Hazard Statement Codes?

Hazard and Precautionary statements, CLP pictograms with hazard classes represent standard phrases and images used to respectively describe the hazards of hazardous substances/mixtures and the recommended measures to be taken when using/disposing hazardous substances/mixtures.

Hazard statements describe physical, health and environmental hazards. They are codified by using one letter, “H”, and three figures, the first of which indicates the primary nature of the hazard:

  • H2xy for physical hazards
  • H3xy for health hazards 
  • H4xy for environmental hazards


As well as the H and P references, Fagron also uses the EuH codes for additional Eu Hazard Statements.


What are the shipping costs?

Shipping charges are calculated depending on the weight of your order and are as illustrated below. The exact charges will be confirmed by our Customer Service Team on receipt of order. For processed orders the costs can be seen in the Orders section on the Homepage. Standard delivery charges apply to standard packs and specific pack down materials within the Fagron Group core range unless otherwise stated.

Shipment of material classified as hazardous or requiring temperature controlled transportation to a UK address will incur an additional delivery charge of £74.95.

Standard delivery charges may not apply for any materials classified as a controlled drug or precursor, and for materials sourced outside of the Fagron Group core range. This will be confirmed with you on receipt of your order. Shipment of these materials to Ireland may incur a different delivery charge which will be confirmed with you on receipt of your order.

 

Weight

UK Charge

Eire charge

Up to 5KG

£22.95

€27.95

5 – 10KG

£31.95

€36.95

10-20KG

£36.95

€41.95

21-30KG

£41.95

€46.95

Above 30KG

Confirmed at time of order

Fagron Innovations*

Free

Free

*SyrSpend® SF and Fagron Advanced Derma Vehicles


I want to place a fax order, how do I do that?

Please fax to +44 (0) 845 652 2525 or email to info@fagron.co.uk.


I’ve forgotten my password. Now what?
If you have forgotten your password, please visit our website (not the webshop). Click the "Sign in" button and then the “Forgot password?” link. Enter your email address and click “Email new password”. You will receive an email from us with a link to reset or create your password. Creating a new password can only be done by you via the website, and not through our Customer Service.

How do I add items to my shopping cart?
  • The buttons' Search ... 'on the homepage of the shop. Then, in the list on the 'More info' button next to the desired product. Then, you can determine the number and select Add. Your product will be added to your basket.

  • Use the red search window at the top of the shop, enter a search term (description or item number). Click on the More Info button next to the desired product.Then, you can determine the number and select Add. Your product will be added to your basket.

  • Using the Quick Order feature on the homepage of the shop. Here you can add based on article number quickly products in your basket (or fixed order list), without having to first see all the product information. Enter an item number, determine the number and click 'Add to basket'.

  • Through your regular order list on the homepage of the shop. Click at the desired order list on "Order" and the products on this list are automatically added to your basket. In your shopping cart you may still make changes by changing quantities or remove products.

  • Through your order history where you can find to select for your new order. easier products your previous orders quickly.


Why does the product I'm looking for not show up?
First, make sure you are logged into our webshop If you are logged in correctly, please check for any typing errors. 

It could be that the item (or document) you are looking for is not available from our webshop. Our product range changes hourly, and it is impossible to include our full range of items. So for our webshop we have chosen to include many of our key products. If you can’t find what you need please contact us. 

If the pack size requested by you is not available as a standard pack size we will suggest the closest standard pack size. Where a standard pack is not available we will suggest the optimum bespoke pack down of material from bulk material.
If the material you need is not within the Fagron Group core range we will inform you.  Our Quality Assurance Function approve the suppliers of these materials. This type of material is not QC tested or released by a QP unless you request this.
If you can’t find what you need please contact Customer Service. 


How else can I place an order?
As well as placing orders on our webshop, you can place an order with us:

- By fax to +44 (0) 845 652 2525
- By email to info@fagron.co.uk


How do I see when my order is due for delivery?
If you are logged into the webshop you can monitor orders by clicking on the 'Orders and Quotes' section. Click on “Orders” and enter the order number you need and click 'Search'. If you don’t enter any search criteria you will receive a complete summary of your orders.
Open the desired order number and you will see the order summary including the dispatch and delivery dates. (The ship date and the delivery date will differ as they take into account transport time). If the order has already been shipped this will be visible in the product line. 

Please note that refrigerator products are not shipped on Fridays or the day before a Bank or Public Holiday. These products are, when possible, shipped on the next working day.


What do the icons on the product page mean?
These icons show at a glance important product information. For example, the snowflake means freezer/refrigerate.

Why can I see two or more shipping addresses?
During the ordering process you may see several delivery addresses. The main address we hold on file for you will always be shown, together with a default delivery address (the most common delivery address), and any other delivery addresses where we have previously delivered on your account. In this area please select your desired delivery address. Please check this carefully when you place your order.

If a visible delivery address is no longer in use, or creates confusion for your company, or you need an address not shown, contact our Customer Service who will review this for you. 


What is the basis for expiry dates/shelf lives?
On rare occasions the expiry date assigned to a raw material by Fagron may differ to that assigned by the manufacturer. Expiry information is provided to the buyer within the Fagron and Manufacturers’ Certificates of Analysis. We may offer materials where the Manufacturer’s expiry or retest date has been extended by Fagron. It is your responsibility as the buyer to review the quality documentation and expiry information we provide and to make any decision regarding the suitability of material for their use. We will offer batches of materials based on a ‘First expired, First out’ policy. It may not be possible for us to provide you with another batch outside of this policy.

How do I find products in the shop?
First, make sure you are logged into our webshop. Here you can search for the products from the Fagron range, as well as searching for product documents.

At the top of the screen in the red bar, you have the option to search by keywords, product names (or part thereof) and item number. After entering your search criteria, click the search icon, or “Enter”.  All search results are then displayed, and you can further refine your search results, if necessary, by selecting a detailed category. This filter option is on the left next to the product overview.


What product documents can I see and when?
At Quotation: we will provide a suite of product documentation relating to the available batch of each material. This includes the Fagron and Manufacturers Certificate of Analysis, Material Safety Data Sheet, TSE statement and certification relating to quality i.e. GMP or ISO9001 certificate. 

On receipt of your order: we will inform you of the exact batch and will provide the documents as mentioned above. Many of our documents are also available on our website (Fagron documents) and webshop (full batch documents). We will always inform you of any missing documentation or documentation issues at the time of quotation and/or order.

For orders which have been shipped or invoiced, the batch details can be viewed in the History section of your account on the Homepage. 


About Fagron Fagron focuses on the optimisation and innovation of pharmaceutical compounding with the aim of widening the therapeutic scope of the prescriber to enable tailor-made pharmaceutical care.
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© Copyright 2019 Fagron UK. All rights reserved. The Fagron UK website and webshop is published by Fagron UK Ltd and is intended for a healthcare professional audience in the UK and Eire.