Customer Service FAQ
How can I see the status of my current order?
You can review the confirmation email that we send with every order, which includes the item(s) purchased, billing and shipping addresses, and estimated ship date. Please note that your order will typically ship before this date if it includes parts that are in stock.
Does Chroma have a return policy?
Yes. Check out our returns page to learn more
What's the easiest way for me to place an order?
We prefer that you use the convenient online order form that we've created using a credit card or purchase order. You can also fax your purchase order to 802-428-2525 or email it to firstname.lastname@example.org.
What information should I include on my purchase order?
When placing any order, please be prepared to provide ALL the following items:
- Purchase order number
- Billing address
- Shipping address
- Buyer contact
- Destination contact (if different)
- Item/part number
- Item/part description
- Microscope make and model
- Part size
- Any special instructions (i.e. mounting changes)
Having this information on hand will ensure speedy processing with reduced potential for error. Please review your confirmation for accuracy.
When I request second-day or overnight shipping, when should I expect to receive my order?
These shipping preferences take effect once your items reach our shipping department. In some cases, orders take weeks to process and manufacture. Selecting second-day or overnight shipping does not typically mean you will receive your order the following day, rather that you receive your order the day following your estimated ship date, found in your confirmation email.
What is the warranty policy for Chroma parts?
We guarantee against manufacturer defects for 3 years from date of sale for standard parts, and for 5 years from date of sale for sputtered deposition (labeled T or ET). For details and more information please visit our Warranty Page.
I just realized that I ordered the wrong part and would like to return it to receive something else. What can I do!?
We recommend a heart to heart. Contact email@example.com and tell us your story - explain that you want something else and we will do our best to get it to you. As per our return policy, you may return items for credit and place a new order. We need to know the original purchase order number or Chroma sales order number (both are found on the sales order confirmation email/fax) and which part you wish to return and why, so we may provide you with a RMA number to send it back. Upon receiving this number, we ask that you fill out our RMA form and follow the instructions provided.
I received two forms of confirmation when I place my order online. Why am I subjected to such confirmational excessiveness, and which order number should I reference?
The first confirmation is simply an acknowledgement that we received an order request from you. The second is your sales order confirmation. This contains your sales representative's name and contact number, your shipping preference, estimated ship date, and your Chroma Sales Order Number. Please reference this number when making any order inquiries.
I just placed an order with my credit card, but I want to change it.
Unfortunately, you can't. A new order will need to be placed for additional items, and your current order may be cancelled if desired.
How do I cancel my order?
You may email firstname.lastname@example.org or call 802-428-2500 with your request.
I found this part in the lab and need to know more information about it. What are my options?
Option 1: Search www.chroma.com for the part number found on the filter holder. We have hundreds of available representative spectra to view online. Please note that the spectra you view online may not directly reflect the exact optic you are holding, though it will be very similar.
Option 2: Contact email@example.com and provide the number found directly to the right of the upward facing arrow on the filter ring, called our lot number. We can use that number to provide the measured spectra for your specific part, whether or not it is under warranty, and in some instances we can locate the original order.
If you are holding a Chroma-mounted filter cube we can ususally provide spectra for all the optics contained within, provided it has not been modified. In this case, set lot numbers are denoted as C-##### and can be found on the side of the filter cube.