How can we help?
We want you to have the simplest, easiest buying experience possible. But we know you might have a few questions. Read on for details about purchasing, shipping, checking order status, returns, and more.
Frequently Asked Questions
OpenVial
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You can purchase oVi through openvial.com, or with an Official OpenVial Distributor. To purchase online, visit the shop oVi page and choose your oVi Specifications.
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First, choose your oVi model, and then choose your oVi Specifications. Once you select your oVi model, you'll then choose your vial capacity, shipping and payment type. You’ll then follow the steps below to complete your oVi purchase. If you have an existing OpenVial ID.
Enter your account information
Review oVi pricing: Pricing and eligibility to purchase a oVi will be determined based on your OpenVial ID & geographic location.
Approve your oVi Technical Specifications.
Decide where to get your oVi delivered: You can choose to have your oVi shipped to a physical address internationally.
Approve your order.
Order Status:
To view or update your order, please visit the online Order Status (Opens in a new window) using your OpenVial ID..
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OpenVial designed oVi to be incredibly simple to use. Nevertheless, there may be times that you could use a little help.
OpenVial Support Team:
The OpenVial Support Team (contact the OpenVial Support Team here) has a wealth of information to help you learn more about oVi capabilities, including the OpenVial guide to Ovi, technical support articles, tips, and recommendations.
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OpenVial and its employees and contractors do not accept, review or consider any unsolicited ideas, works, materials, proposals, suggestions, artwork, content or the like, including for advertising campaigns, promotions, products, services, technologies, product enhancements, processes, marketing strategies, product names, content or creative materials (all of the foregoing “submissions”). Please do not send or provide any submissions in any form to OpenVial or any of its employees or contractors.
Our “Unsolicited Idea Submission Policy”:
The purpose of this policy is to avoid potential misunderstandings or disputes when OpenVial products, services, technologies, advertising, promotions, marketing strategies or content might seem similar to submissions provided to OpenVial. If, despite our request that you not send us your submissions, you still submit them, then regardless of what your correspondence says, the following terms will apply to your submissions.
(I) Terms of Idea Submission:
You agree that: (1) your submissions and their contents along with related intellectual property rights will automatically become the property of OpenVial, without any compensation to you; (2) OpenVial may use or redistribute the submissions and their contents for any purpose and in any way on an unrestricted basis; (3) there is no obligation for OpenVial to review the submissions; and (4) there is no obligation to keep any submissions confidential.
(II) Product Feedback:
OpenVial does, however, welcome your feedback regarding many areas of OpenVial’s existing business, products and services. If you want to send us feedback, we request that you use the forms located at www.openvial.com, where you can choose from the many listed areas for your feedback. Please provide only specific feedback on OpenVial’s existing products, services and marketing strategies using those forms.
(III) Feedback and Information:
Any feedback you provide at this site will be deemed to be non-confidential and not proprietary. OpenVial will be free to use and redistribute such information on an unrestricted basis, without any compensation to you.
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OpenVial is committed to respecting the highest quality & environmental standards of conduct. Our suppliers & distributor are required to provide safe working conditions, treat workers with dignity and respect, act fairly and ethically, and use environmentally responsible practices wherever they participate in the development or perform services for OpenVial.
Your Account
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You can create an OpenVial ID (typically your email address) or sign in using an existing OpenVial ID. If you have made purchases through an Official OpenVial Distributor, you can request the creation of an OpenVial ID by contacting our Support Team. By using your OpenVial ID, you can personalise your online purchasing experience. You can save items you’re interested in purchasing, save a bag if you’re almost ready to place an order, check the status of or change your order, and much more.
If you've forgotten your OpenVial ID, try your current email address. If that doesn't work, you can find your username by contacting our OpenVial Support Team. We'll do all we can to help.
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If you've forgotten your OpenVial ID, try your current email address. If that doesn't work, you can find your username by contacting our OpenVial Support Team.
Note: If you attempt to sign in to OpenVial.com numerous times with the wrong password, your OpenVial ID will be temporarily disabled for security reasons. Contacting our OpenVial Support Team.
We'll do all we can to help.
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With Guest Checkout, you can purchase items from OpenVial.com without an OpenVial ID or password. Simply add the items you'd like to purchase to your bag, enter your shipping and payment information, and click the Place Order Now button.
To see your full order details, make changes to your order, or cancel or return items, you’ll need to create an OpenVial ID.
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It's easy to change your OpenVial ID, password, or default shipping and payment details. Simply go to your account’s home page to view and edit your account information.
Any changes that you make will apply only to future OpenVial orders.
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OpenVial is committed to protecting your private information. Always.
Payment & Pricing
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OpenVial accepts a variety of payment methods online:
Visa (credit and debit cards)
MasterCard (credit and debit cards)
American Express
Apple Pay
Some payment types are ineligible for orders that ship to multiple addresses. If you are using an ineligible payment type for an order shipping to multiple addresses, you will either need to change the payment method, or ship your order to a single address.
Some customers may qualify for other forms of payment. Please contact the OpenVial Support Team for more information.
Credit Cards or Debit Cards
Troubleshooting credit card & debit card payment errors
If your card is new or recently reissued, make sure it has been activated.
Double check the card type (for example, American Express), the account number and expiration date.
Remove dashes or spaces from the account number.
If everything seems to be correct, call the card issuer's customer service 800 number on the back of your card. Your credit card company may need to speak with you before they authorize your purchase.
Account verification
To prevent any unnecessary delays processing your order, please ensure that the billing addresses on your order matches the information on your credit card account. If you have recently moved or are unsure whether you receive your credit card statement at your work or home address, please contact your card-issuing bank using the number on the back of your credit card to confirm.
Security codes
The card security code is a unique three or four digit number printed on the front (American Express) or back (Visa/MasterCard/Discover) of your card, in addition to the account number.
When OpenVial charges your account
OpenVial receives authorisation to charge your account prior to shipping your item(s). However, your card will only be charged after your order has shipped. If your order contains multiple items and they ship at different times, you may see multiple charges on your credit card statement.
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In accordance with national and local law, your online purchases from OpenVial will be taxed using the applicable sales tax for your shipping address.
Your invoice will reflect the final total tax, which includes state and local taxes, as well as any applicable rebates or fees.
Tax-exempt orders:
To place an order on behalf of a tax-exempt organization or individual, please contact the OpenVial Support Team. You will need to provide proof of state tax-exempt status for the country, state or region where the product is being shipped. The organization or individual name on the order must exactly match the state tax-exempt certificate. Federal tax exemption certificates are not applicable. (Note: for corporate tax-exempt purchases, only corporate-issued credit cards for the applicable tax-exempt organisation will be accepted as a method of payment.)
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OpenVial offers special pricing to students, teachers, administrators, and staff members. Contact the OpenVial Support Team to place your order for special education prices.
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OpenVial offers special pricing to local, state, and federal government agencies. Contact the OpenVial Support Team to place an order with government pricing.
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OpenVial offers special pricing to local, state, and federal government agencies. Contact the OpenVial Support Team to place an order with government pricing.
Returns & Refunds
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There are a few important things to keep in mind when returning a product you purchased online from OpenVial:
You have 14 calendar days to return an item from the date you received it.
Only items that have been purchased directly from OpenVial can be returned to OpenVial. OpenVial products purchased through an Official OpenVial Distributor must be returned in accordance with their respective returns and refunds policy.
OpenVial’s products that are currently ineligible for return include:
oVi (includes all oVi range)
Please contact the OpenVial Support Team for more information.
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To return an item to OpenVial, Please contact the OpenVial Support Team. If eligible, we will ask you to sign in to your OpenVial Account, where you will see the items from your recent orders.
Next, you will receive an email with the instructions and on how to print the Return Label for shipping and any required hazmat labels. We require using the original packaging for returns.
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Once we receive your item, a refund is initiated immediately. The way your refund is processed depends on your original payment method:
If you paid by credit or debit card, refunds will be sent to the card-issuing bank within five business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
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Items ordered online from OpenVial that arrived damaged or are incorrect can be returned to by contacting the OpenVial Support Team.
Shipping & Pickup
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The cost for shipping is calculated and displayed on the Checkout page before you complete your order. You can find delivery costs at checkout, in the Order Confirmation email, and online when you view your order on the Order Status page.
OpenVial uses the best suited carriers in the business to make sure your order gets to you on time.
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Once your order is placed, we’ll send you information about your order by email. If you have multiple items on your order, you may receive additional emails for each item.
Order Confirmation:
The order acknowledgement email provides a summary of the items in your order. If you chose to have an item delivered, the order acknowledgement will display the delivery address and a delivery date.
Shipment Notification
If you chose to have an item delivered, we'll send a shipment notification email when the item leaves our warehouse. This email includes the carrier name, tracking number, and a delivery date.
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OpenVial chooses which carrier will deliver your shipment. The carrier may also require a signature at their discretion. The carrier may make subsequent delivery attempts before returning the shipment to OpenVial. Once your order has prepared for shipment or has shipped, we are unable to change the shipping address.
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Items purchased online from OpenVial can be shipped internationally. No shipments can be made to P.O. Box addresses.
Viewing and Changing Orders
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To view or edit your OpenVial order online, visit your Order Listing page and sign in with your OpenVial ID and password.Online order options include:
Check your order status
Track a shipment
Print an invoice
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It's easy to check the status of your order. First, visit your Order Listing page and enter your OpenVial ID and password. Once you sign in, select an item to view your order details.
On your order details page, a progress bar and status message display next to each of your items. Status messages include:
Order Placed — We’ve received your order and payment information and will start preparing your item shortly.
Processing — As soon as the item is ready, we’ll send you an update and prepare the shipment.
Shipped — Your item is on the way. Tracking information will be available within 24 hours.
Delivered — The package has been delivered to the shipping address specified in your order.
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For items shipped to a physical address, you'll receive a shipment notification email with your carrier information, and estimated delivery date and, if available, a tracking number.
You can also view shipping information by selecting an item from your Order Listing page. If you ordered multiple items, you may have separate tracking information for each item.
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Sign in to your Order Listing page and select an item to view your order details. You may be able to edit the item if the status reads “Order Placed” or “Processing”. If you placed an order as a guest, you’ll need to add it to your OpenVial ID to make changes online.
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If your item is in Processing, you can cancel it online before it ships. Go to your Order Listing page and select an item to see your order details, then select Cancel Item.
Once you’ve submitted your cancellation request, the status message of that item will read “Canceled”. If you canceled an item that was shipping to a physical address, you will not be billed for your item. We will initiate your refund immediately after you submit your cancellation request.
To see if your item is eligible for a return, please contact the OpenVial Support Team.
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Once an item is shipped or picked up, OpenVial will create an invoice for your order. To view or print your invoice, go to your Order Listing page and select an item to go to the order details. Then, select View Invoice at the top of your order details page to access your invoice.
If you need help viewing or printing your invoice, please contact the OpenVial Support Team.
Policies
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OpenVial is committed to protecting your private information. Always.
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If you have questions about OpenVial’s Sales & Refund Policies contact the OpenVial Support Team.
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OpenVial firmly stands behind our products. If you have questions about warranties on new OpenVial products contact the OpenVial Support Team.