Help - Placing An Order

Below are FAQs and topics related to placing an order and the ordering process at MerckVaccines.com.

Placing an Order

How do I place an order on MerckVaccines.com?

To place an order on MerckVaccines.com:

  1. Sign in by entering your email address and password. You may either click the “Sign In” button or the “Sign In” link at the top of the page.
  2. If you have more than one Direct Purchase Account or Ship-To location, you will be prompted to select the Account and Ship-To location for your order.
  3. You can click on “Catalog” in the top navigation, or click on the “Place an Order” button.
  4. You will arrive at the Catalog and see a full list of products available to order in the center of the page. Please note that depending on your profile, you may not be able to purchase all Merck products.
  5. For each product you want to order, specify the package quantity you would like to order and click the green “Add to Cart” button.
  6. A confirmation pop-up will display showing what you added, and you may click the “Check Out” button to go to your cart, or click the “Continue Shopping” button to go back to the catalog.
  7. If ordering multiple products, you can continue to enter the quantity and “Add to Cart” for each item as needed.
  8. Click the green “My Cart” button at the top of the page to view the items you have added to your Cart. Note you may also click the “Checkout” button from the confirmation pop-up that appears every time you add a product to your cart.
  9. While in your Cart, you may change your account and/or the shipping location. You can also remove line items or change the quantity of any line item.
  10. When ready to proceed, click the green “Check Out” button at the bottom of the screen.
  11. You will arrive at the Checkout page. You will see the checkout navigation on the left side of the page. Click the green “Next” to step through the checkout navigation. Please note that if you do not have multiple Payer Addresses or multiple Bill-To addresses, you will not need to review steps 1 and 2 in the checkout navigation.
  12. On the Billing Method step, you can choose to bill your Merck account, or you may add or select a credit card to use. You may add a Purchase Order Number, if you have one. If your office does not use Purchase Order Numbers, a generated purchase number will be assigned for the order, consisting of “WEB mm/dd/yyyy”.
  13. If you are not choosing to bill your Merck account, add, select, or update a credit card.
  14. On the Shipping Information step, if you have multiple shipping locations, you can select a different shipping location here. Also, you may add an “Attention” name.
  15. On the Shipping Preference step you can choose between Free Shipping or Express Shipping (please note there is a charge for Express Shipping).
  16. In the Final Review step, check the confirmation box(es) and then click the green “Place Order” button. Your order will be submitted and you can view your order confirmation.

What if the product I’m ordering is not available?

Because of the nature of the manufacturing process, at times, we may not have a product in stock. When shopping from the online Catalog, look for product status near the product description. Products not in stock will generally have this noted by status.

For more information on backordered items visit our Supply Status page or call us at 877.VAX.MERCK (877.829.6372) so that we can give you a better idea of when this product will be available.

How do I order products from My Product Lists?

You can order products from a shopping list that you have saved in My Product Lists. Click the “My Product List” from the top navigation. Then select the list from which you want to place an order and click the “Add all to cart” button. Then you will be taken to your cart. If you do not have any lists defined, you can click the “Create/Edit List” button, then search for products using the search box, and add those products to your new list.

How do I add/change an item on my recently placed order?

If you need to make any changes after your order has been placed, please call us immediately at 877.VAX.MERCK (877.829.6372). Note: Some orders may not be modified or cancelled.

Can I return merchandise?

All returns are subject to our Terms and Conditions. The appropriate Expired Product Return Form must accompany your returned goods.

Expired Product Return Forms

Mail your completed forms to:
PharmaReturns, Inc. Processing Center
100 Corporate Drive, Suite 2
Montgomeryville, PA 18936-9644

If you have any questions, please contact the Merck Order Management Center at 1-800-637-2579 between 8 AM and 6 PM, ET Monday through Friday.

What is Purchase Order Number Field?

Purchase Order Number is a value that you may populate on an order so that you can track it back to your system. It is your reference number. If you do not use Purchase Orders, or do not provide a Purchase Order Number, we will default it to “WEB mm/dd/yyyy” (example: WEB 06/12/2023).

Billing

What options are available for billing an order?

There are two options for billing on an order: bill the order to your Merck Account or use a credit card.

You may add and reuse as many credit cards as you need. If you use a credit card, your credit card will be charged on the Invoice Due Date or Discount Due Date as per the terms of your Merck Account.

If you use the Bill My Merck Account option, the balance must be paid by check or credit card per the terms of your account.

Shipping

How long does shipping take?

Standard Shipping Is Free

The default standard shipping mode is ground carrier.

Vaccine products in stock at time of order will typically arrive within 2 business days from the day the order is placed, but the delivery date is not guaranteed.* Due to the products ordered, products may ship in multiple containers and on different days.

Express shipping ($32) is available except during special holiday shipping schedules; orders that request express shipping and are processed by 2:45 PM ET Mondays, Tuesdays, Wednesdays, and Thursdays are typically shipped the same day. It may be possible to provide overnight delivery at later times for orders placed by phone. For more details, please call the Merck Vaccine Customer Center at 1-877-VAX-MERCK (1-877-829- 6372) or the Merck Order Management Center at 1-800-MERCK-RX (1-800-637-2579).

Orders requested for express shipping and processed after 2:45 PM ET Mondays, Tuesdays, and Wednesdays are typically shipped the following day. Thursday and Friday requests are shipped the following Monday.

Although Merck will endeavor to ship your express shipment for overnight delivery, next-day delivery is not guaranteed. Please contact the Merck Vaccine Customer Center at 1-877-VAX-MERCK (1-877-829- 6372) or the Merck Order Management Center at 1-800-MERCK-RX (1-800-637-2579) for any questions about your order.

* Applies to private physician/physician clinic orders where the customer has a Direct Purchasing Account with Merck to purchase vaccine products. This does not include government/military, CDC, wholesaler, physician distributor, and city/county/state accounts. Merck reserves the right to adjust shipping delivery times.

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