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Frequently Asked Questions

Technical Support

I don't see my customer number when I log in.

Go to Contact Us and call/email the number/email listed for your country.

Which account number should I use if I ship to multiple countries?

Use the drop down box linked to your customer ID to select which account to use.

Where will I receive my email order confirmation?

Your email confirmation will come from customerservice@carestream.com. You may have to check your spam folder.

How can I create new user IDs within my company?

Go to Contact Us to request any new accounts based on new email addresses.

Order management

How do I enter a one-time customer order if I do not have a customer number?

Go to Contact Us and call/email the number/email listed for your country.

How do I place an order if I am a new customer?

Go to Contact Us and call/email the number/email listed for your country.

Where can I check and track my order status?

Go to Your Account and then select ‘Order History’.

Can I add to an existing order?

No, a new order must be entered on the site.

Can I delegate the admin rights to a colleague?

This is not recommended. Additional users will need to set up a new log-in ID.

Where can I check the back order status and estimate time of arrival?

Go to Your Account and then select ‘Order History’.

Where can I check lead times?

Go to Your Account and then select ‘Order History’ which has information for standard delivery time.

What are the cut-off times for same day processing?

Order processing is in real time. The site is open 24/7.

Can I request a drop-ship using this site?

If the address is not already available in your account, then Contact Us to set-up a new ship to address.

Where can I find the order cancellation rules and penalties?

Go to Site Terms.

Once we receive order confirmation, does this mean the order will be shipped?

No, the order is still subject to credit checks etc. The order confirmation is just an acknowledgement of order receipt and estimated delivery date.

Product

I used the ‘Search’ option and I still cannot find the product I am looking for.

Go to Contact Us and call/email the number/email listed for your country.

How can I request specific batch/shelf life requirements?

There is no provision on the site for you to specify a batch or dating lead-time requirements.

The system will not accept the catalog number.

Go to Contact Us and call/email to the number/email listed for your country.

The system will not accept the quantity I want to purchase.

It is likely due to a minimum or multiple order quantity issue. (For example, some film products are sold only by the case, with a case containing five boxes of film.)

Pricing

The incorrect price is listed for my product(s).

Go to Contact Us and call/email the number/email listed for your country.

I have a promotional price - where do I add this if not on the site?

Go to Contact Us and call/email the number/email listed for your country.

My contract price is not reflected in the system.

Go to Contact Us and call/email the number/email listed for your country.

How do I know if my rebate is included?

Go to Contact Us and call/email the number/email listed for your country.

What is the expiration date of agreed discounts?

Go to Contact Us and call/email the number/email listed for your country.

Delivery

How do I change the ship-to address?

If the address is not already available in your account, then contact us to set-up a new ship to address.

How do I expedite my delivery?

Expedited delivery is available only in select countries and will be shown within the ‘Shipping Method’ screen.

Where can I add special instructions for the carrier? (i.e. contact, tailgate reqs.etc.)

Click on the ‘Add Shipping Instructions’ button on the ‘Shipping Method’ screen.

Where can I add internal instructions?

There are multiple places where you can enter internal instructions:

  1. Purchase Order numbers can be entered on the ‘Payment Type’ screen.
  2. An attention notation can be entered on the ‘Shipping Address’ screen.
  3. Special shipping instructions can be entered on the ‘Shipping Method’ screen.

Can I request a partial shipment?

The site does not allow a request for partial shipment.

How can I return an item and, how do I report damages, shortages etc.?

Go to Your Account and then select ‘e-Claim Forms’.