Frequently asked questions

Check out our self-help pages, where you will find information on key topics.

Orders and quotes

How do I place an order?

1. Order through our website Log in to My Account, add products to your cart using the add to cart button or try our quick order feature, and follow the checkout steps. Please note: you'll need to be registered to place an order.

2. Send a purchase order (PO) To ensure your order is processed quickly and accurately, please review the following:

PO Requirements Form
This form outlines the information we need to accept and process your purchase order.

Cytiva US PO Requirements
Cytiva Canada PO Requirements (English)
Cytiva Canada PO Requirements (French)

New Customer Onboarding Package

If you have never ordered directly from Cytiva before, please also complete the New Customer Onboarding Package when submitting your first order.
Download New Customer Package US
Download New Customer Package Canada

3. EDI (Electronic Data Interchange) and punchout catalogs For electronic submission options, please visit our How to shop with us page or submit an inquiry to learn more. For any questions about order placement, our team is here to help. If you need further details, please reach out to Customer Service.

How do I check shipping information?

Find shipping details for online and offline orders on our Shipping Information page. To check order status or tracking, visit Track Order or log in to view your full order history.

How do I check the status of my order and tracking information?

You can view your order status and tracking details on our Track Order page. If you have an online account, log in to My Account to access your full order history.

How do I change or cancel my order?

Order changes or cancellations must be requested before shipment and will be reviewed on a case-by-case basis. For assistance, please call or message our Customer Service team directly. Note that a revised Purchase Order may be required for any order changes.

How do I request a copy of an invoice?

How do I request a copy of an invoice?
Log in to My Account to view your full order history and download invoices. If an invoice is not visible in your account, please call or message our Customer Service team for help.

Payment Inquiries, Credit Card Payments, and Statements
For questions about payments or statements, contact our Accounts Receivable team at statements.USCAN@cytiva.com or call 1-800-526-3593 (Option 5).

Remittance
Send remittance advice to remit@cytiva.com.

For any other invoice-related questions, don't hesitate to contact us.

How do I quick order?

If you already know the product codes, just enter the codes or upload a prepared list to place orders efficiently. You can enter up to 20 SKUs manually or upload a CSV file with up to 200 SKUs. Quick order is available globally.

You can also upload a file exported directly from your shopping cart page or use our downloadable template to prepare your order. CSV files can be used multiple times.

How do I request a quote for a product or service?

Requesting a quote online is easy. Find your product, click Add to Quote List, and adjust quantities or add instructions as needed. When ready, review your list and submit it. Our team usually responds in 5 minutes.

For more details on requesting or redeeming quotes, shopping online, shipping, payment, and order terms, visit our How to shop with us page.

How do I redeem a quote?

If you're a registered customer in the US, Canada, Australia, or New Zealand, log in and go to My Account. Under Online Services, select Quote Fulfillment. Enter your quote reference number (Q-XXXXXX), click Find Quote, and then choose Redeem Quote.

Not registered yet? Sign up here to create an account.

Support and services

How do I get product advice or technical support?

Our Product Support Team is here to assist you every step of the way, from research to scale-up to patient delivery. We offer expert guidance on discovery, protocol optimization, and troubleshooting.

To get in touch, use our Message Us form and select Product Support as your inquiry type, or call us using your local contact number.

How do I find certificates, safety data sheets (SDS) or hazard labels?

You can find many certificates using our Certificates Search tool. For Hyclone Certificates, please use the Hyclone Certificates Search tool.

You can access Safety Data Sheets (SDS) here, and Hazard Labels are available here.

If you cannot locate the certificate, safety data sheet or hazard label you need, please call or message Customer Service and provide the product and lot number.

How do I get instrument repairs or equipment service?

You can manage service requests and view the status of your equipment through My Equipment in your online account. For additional service needs, including repairs, contact us via our service solutions page.

Where can I find information about My Equipment?

My Equipment can be found in My Account. Within My Equipment you can view your registered equipment, including its status and service history conveniently in one place. You can find out more information and FAQs here.

Account

What are the benefits of registering for an account?

Registration is required to shop online, and you also get access to exclusive benefits:

1. View your order history and track your orders.
2. United States, Canada, Australia, and New Zealand customers can place an order using a quote reference.
3. My Equipment helps you manage your Cytiva equipment in one place. Access service history, review service contracts, and book a service.
4. eLearning allows you to build your skills and continue your education with a wide selection of life science courses

How do I register?

Registration takes less than 2 minutes. Start here: https://cytiva.com/register submit basic details like your name, email address, and chosen password. You’ll receive an email to activate your account and complete your profile with your company name, shipping address, etc.

How do I reset my password?

Visit the login page and select Forgot password. You just need to provide the email address you used when you registered, and you’ll receive an email from us with password reset instructions.

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