CUSTOMER SERVICE – FAQS
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Frequently Asked Questions

The pandemic has created supply chain and logistics challenges that are negatively affecting prompt availability on certain SKUs. Request a quote to inquire with a product specialist about long term contracts on these more challenging products. 

Ingredients

Each product’s Technical Data Sheet (TDS) and Safety Data Sheet (SDS) are available for download on the product page.  

Click the “Request Documents” button on the product page to submit a request for additional regulatory documents. A Prinova representative will contact you within 24 hours.

If an ingredient is unavailable for purchase online, it is likely available to book offline on an extended lead time. You can request a quote on the product page and a Prinova representative will be in touch with additional details on pricing and availability.

Yes! Our most popular products are for sale online, but our full portfolio includes over 2,000 ingredients. We also specialize in sourcing new products. Please contact us for more information.

Orders

To place an order, you must first register for an account or sign in. (If you are already a Prinova customer, you will be able to connect your current offline account when you register.) As soon as your account is activated, you will be able to add products to your cart, make bids, apply for credit, and place orders.

Click here to view your order history.

Unfortunately, we cannot make changes to existing online orders once they have been processed. For additional products, you will have to place another order. If you still have questions, please send an email to Info-Web@prinovaUSA.com.

Changes and cancellations cannot be made online. If you wish to change or cancel an order that has already been placed, please send an email to Info-Web@prinovaUSA.com to determine available options based on the status of your order. 

The "make a bid" button in the shopping cart gives you the ability to negotiate pricing. Follow the prompts and fill out your volumes and target pricing. Your submission will be considered as a firm bid to purchase material for prompt, if your target price is met. If Prinova accepts your bid, you will be prompted and directed to an updated shopping cart, showing your new pricing, where you can then complete the transaction. If your price bid is rejected by Prinova, a Prinova representative will contact you to discuss.

 

The “Make a Bid” function is only accessible for shopping carts totaling $50,000 or more.  

 

Note: The “Make A Bid” function is started in the shopping cart (not on the product page) regardless of how many products you are trying to purchase. 

 

Payments

We accept all major credit cards for online orders. 

 

We also offer a Prinova line of credit for qualified applicants. If you have received a line of credit through Prinova, you will be able to see your available credit and select that payment method at checkout.  

When you register for an account, you can request information to apply for Prinova credit. A Prinova representative will contact you with further details about the application process, including approval requirements and necessary forms.  

 

If you are approved for credit, you will receive a confirmation email with your credit amount, typically within 5-10 business days of your initial request. Once approved, your credit line will appear as a payment method at checkout.  

 

If you already have an account but did not request information about Prinova credit at the time of your registration, please send an email to Info-Web@prinovaUSA.com.  

Yes. When you buy online from Prinova, you can be completely confident that your payment information is secure. Our online payment gateway is PCI-certified as a Level 1 Solution Provider, and as such is fully compliant with the highest data security standards for online payments.  

If you pay for your order with a credit card, your card will be charged immediately upon checkout.  

 

If you pay with Prinova credit, the payment amount will be deducted from your credit amount immediately upon checkout.  

Yes! All items listed for sale in our online store are also available for sale offline. Please contact us for offline orders.  

Shipping

Please refer to our Shipping Policy for questions related to shipping.

Account

It is easy to set up a new account. Simply visit our registration page to get started.

Your account must be verified and approved before you can make a purchase online. Accounts are typically approved within 2 business days of registering. 

Yes. On the Company Users page in your account, you can easily add other users, organize them by team, and set user roles and permissions such as who may view or make orders, request quotes, or pay with Prinova credit.

Click here to reset a lost or forgotten password. If you have made too many login attempts and have been temporarily locked out of your account, you must either wait for 10 minutes or send an email to Info-Web@prinovaUSA.com to unlock your account. 

To change your email address or password, go to Account Information in your account.  

 

To add or update a shipping address or phone number, go to Address Book in your account.  

 

If you need to add a new payment method, you can add a new credit card to your account during the checkout process and save it for future use. If you would like to add a Prinova line of credit to your account, please send an email to Info-Web@prinovaUSA.com

Send an email to Info-Web@prinovaUSA.com for support. 

Yes. We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

To get more information about your credit line, go to the Company Credit section in your account. 

Go to your Dashboard to review recent orders, or your Orders page for your full order history. Click “View Order” to view more details on an individual order, including invoices, shipments, and refunds.  

 

If you wish to make changes to an order, please send an email to Info-Web@prinovaUSA.com to discuss available options.  

Samples

We do not charge for samples. Sample sizes are set per product based on the volume we think you will need. You can request a specific sample size and a Prinova representative will review it for approval.  

A standard order usually ships three (3) business days from receipt.

Sample order status will be shown along with recent orders in your Dashboard. Click “View Order” to view more details about the specific order you wish to track.

If you wish to cancel a sample order, please send an email to Info-Web@prinovaUSA.com