Axonlab combines innovative technology, knowledge and ideas in personalized services to create added value for you and your patients. Our digital services also follow this approach: Digital added value for your everyday work with axonlab.com
Frequently asked questions (FAQ)
Do you need help? We will be happy to help you on this page if you are looking for an answer to a specific question.
My Shop Account / Registration
How can I create a shop account?
In the Axon Lab AG webshop, orders are possible for registered users. Click on this link to get to the registration.
After registration, your entries will be checked by us. You will receive a notification to your email address as soon as this process is completed and your account is activated for orders. This process may take 1-2 working days.
If you already have an Axon Lab AG customer number, you can enter it during registration to speed up the registration process. You will find your customer number on every previous order document.
After successful registration, you can log in with your e-mail address and password under "Customer portal".
I forgot my password. How can I reset it?
Click on "Forgot your password" under "Customer portal" when you want to log in. You will then receive an e-mail containing a link to reset your password. Please note that this link is only available for a limited time. If you try to reset your password later, you can always resend this e-mail by following the steps described above.
If the email is not directly visible, please check your spam folder.
How can I change my password?
You can change your password in the customer portal in your settings at any time. Should you want to change your password before you log in, you can use the function "forgot your password" described one question above.
How can I change addresses?
We will be happy to process your desired change of address or additional, different addresses directly in our system for you. To do this, contact us directly using the contact form at the bottom of the page in the footer.
My customer portal
Where can I see my devices?
We provide you with an overview of all your devices in the customer portal under "My devices". In addition, you can use the overview to directly order articles related to your devices, such as reagents or accessories, or to download important documents related to your devices.
What can I do in the customer portal?
In the customer portal, you will find all the functionalities and assistance tailored to your individual needs. We provide you with an overview of your devices, your previous orders and their status, your contracts, or even quality control data sheets you require. You can also download order documents such as invoices or delivery notes from the customer portal. Would you like to get to know your individual customer portal better? No problem, open the "Tour guide" and you will get a step-by-step tour through the functionalities.
Orders
How can I order in the webshop?
You have several options for ordering, so you can use the one that seems the most convenient to you. We will briefly introduce you to the different options:
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Ordering in the customer portal "My devices" section Do you use devices from Axonlab? Make the ordering process easy for yourself, click on your device and unfold all the associated reagents. This way you will always pick the correct article and order in just a few clicks. Check out the "My devices" section now. |
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Ordering in the customer portal "My orders" section Do you need the same articles repeatedly? Put the articles from your previous orders in "My orders" in just one click directly again in your shopping cart. |
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Ordering using individual shopping lists Create individual shopping lists to have your required items always at hand in the required quantity. You can add individual articles from the shopping list or all articles from the entire shopping list to the shopping cart. |
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Ordering using the search function Search for the article number or a keyword to find your desired article. Do you need several articles that belong to the same device? In this case, you can simply call up the device and find all matching articles in the lower area. |
Can I change an error in my order afterwards?
Unfortunately, orders that have been triggered cannot be processed by you afterwards at the time being. To resolve the error, please contact our customer service as soon as possible so that the error can be corrected, depending on the status of the order.
Where can I see the status of my order?
Open the order in the customer portal under "My orders".
How does the selection of my desired billing or shipping address work upon order completion?
We have your different delivery and billing addresses registered with us in the system. In addition, we show you the last address used and select it for you in advance. So you only have to change your addresses yourself if necessary.
Delivery
I need my order urgently. How can I speed up the shipping?
Shipping times are specified in the delivery terms. If you have not entered any other desired shipping date in the check out and we have received your order before 3pm, your goods will be shipped the same day. Thus, you will receive your package the following day. Please contact our customer service to request a possible expediting of your order for other cases.
How can I select another shipping address?
If your shipping address is already registered in the system, you can select it in the check out. If your additional shipping address is not yet recorded, we will be happy to record it for you directly in our system. To do this, contact us directly using the contact form at the bottom of the page in the footer.
Where can I see the delivery status of my order?
You can find the delivery status of your order in the customer portal under "My orders".
Invoice
How can I select another billing address?
If your billing address is already registered in the system, you can select it in the check out. If your additional billing address is not yet recorded, we will be happy to record it for you directly in our system. To do this, contact us directly using the contact form at the very bottom of the page in the footer.
Where can I see which are my pending invoices?
You can find the status of your order together with the payment details in the customer portal under "My orders".
Quality control data sheets
Where and how can I download quality control data sheets?
You can download quality control data sheets either from the download center or directly from the customer. In the customer portal, you will only see the data sheets relevant to you. If you have further questions about downloading quality control data sheets, please refer to this guide for more information.
Will I be informed about newly available documents?
If you have a shop account, we will automatically alert you for the information relevant to you. Furthermore, you have the option to sign up for notifications in the download center if you do not want to create a shop account.
ISO Certificate
Where can I download the ISO certificate of Axon Lab AG?
You will find the ISO certificate linked directly in the upper area on the start page. Alternatively, you can click here on ISO certificate to access the document directly.