1. Accounts & Registration
Do I need an account to place an order?
Yes. eStore registration is required to place an order.
New users may place an order before completing a Business Account Application; however, these orders will:
- Be taxable
- Be limited to select products (not full catalog access)
- Be charged at standard list pricing
- Require credit card payment only
Register here:
https://catalog.aquaphoenixsci.com/user/registerForm/form/
Do I need a Business Account to buy from the eStore?
No. A Business Account is not required to place an order.
However, without an approved Business Account, purchasing options are limited and you will not receive:
- Tax exemptions
- Contract or terms pricing
- Full catalog access
What are the benefits of a Business Account?
Once approved and linked, a Business Account allows you to:
- Access the full product catalog
- Receive tax-exempt ordering (if applicable)
- Use payment terms (if approved)
- Access contract or special pricing (if applicable)
- Purchase private label products (if eligible)
Request a Business Account:
https://www.aquaphoenixsci.com/contact-us/business-account-application/
How do I get a Business Account?
You must complete a Business Account Application. Once submitted, our team will review and set up your account.
Approval and setup typically take 2–3 business days after submission.
Once approved, your eStore user will be linked to your Business Account.
Request here:
https://www.aquaphoenixsci.com/contact-us/business-account-application/
I’m an existing customer. Is my Business Account already linked to my eStore?
No. Existing customers with a Business Account (C#) are not automatically linked to their eStore user.
You must request account linking to receive:
- Tax exemption (if applicable)
- Contract or terms pricing
- Payment terms (if established)
- Full catalog access
- Private label eligibility (if applicable)
Link your account:
https://www.aquaphoenixsci.com/estore-b2b-request/
What is a C# Business Account number?
A C# is your Customer Number assigned once your Business Account is approved.
This will be provided in your welcome email after setup is complete.
Why can’t I see all products / the full catalog?
You may not have full catalog access because:
- Your Business Account is not yet approved
- Your account is still under review
- Your eStore user is not correctly linked
- You are not logged in properly
Once your Business Account is approved and linked, you will receive a welcome email and full catalog access.
2. Pricing & Payments
Why am I seeing different pricing?
Pricing depends on account status:
- Guest / unapproved users → standard list pricing
- Approved Business Account → contract or special pricing (if applicable)
Why am I being charged tax on my order?
You are being charged tax because your order is processed as a standard taxable purchase. Your Business Account has not yet been approved and linked to your eStore profile.
Until your account is fully approved—and tax-exempt status is applied (if applicable)—all orders will be processed as taxable.
Once approved and linked, tax-exempt status may be applied to eligible future orders.
Note: Taxes paid on orders placed prior to Business Account approval are non-refundable.
Link your account:
https://www.aquaphoenixsci.com/estore-b2b-request/
What payment methods do you accept?
We accept:
- Credit card payments
- Payment terms (approved Business Accounts only)
Why can’t I use payment terms at checkout?
Payment terms are only available to approved and linked Business Accounts.
If you are unable to use payment terms, your account may not yet be approved or linked.
Link your account:
https://www.aquaphoenixsci.com/estore-b2b-request/
3. Ordering & Processing
What is the difference between eStore labeling and Business Account private labeling?
The eStore operates under AquaPhoenix labeling for all standard purchases.
For approved Business Accounts, private labeling may be available where applicable. This allows eligible customers to receive products branded for their business instead of standard AquaPhoenix labeling.
How long does order processing take?
Order processing typically takes 1–2 business days if items are in stock.
If an item is out of stock, our Customer Service team will notify you.
Can I cancel or change my order after placing it?
Orders may be canceled if they have not yet shipped.
Please contact Customer Service as soon as possible during business hours.
Customer Service: 866-632-1291
What happens if an item is out of stock?
If an item is out of stock, our Customer Service team will contact you.
Can I track my online order?
Yes. Orders can be tracked through your eStore account portal.
Can I use my own shipping account number?
Yes. You may use a valid FedEx or UPS shipping account number at checkout.
Please ensure the account information is entered correctly so shipping charges can be billed appropriately.
Why are shipping estimates higher than expected?
Shipping estimates shown at checkout are estimates only and may differ from final charges.
Final shipping costs are calculated at shipment and depend on:
- Package weight and dimensions
- Destination
- Carrier rates
- Handling requirements
- Hazardous or regulated material surcharges (if applicable)
Selected shipping service
Where do you ship?
We currently ship within the United States and Canada.
4. Support
Who do I contact for order issues, returns, or support?
Please contact Customer Service for all order support needs.
Customer Service: 866-632-1291
5. General
I’m a current customer and I have a suggestion for improvement. How do I submit that?
Continuous improvement is central to how we operate, and we’re always looking for opportunities to enhance our products, services, and support. We especially value feedback from our customers, and welcome suggestions on how we can improve to help us deliver the best possible experience.
Submit your feedback here.
Where can I access AquaPhoenix’s 2026 price list?
You can download the 2026 Price List here.
What Products Do You Offer?
AquaPhoenix has strong partnerships with many of the industry’s leading suppliers. Our diverse product line features all the best testing products and chemical feed and control equipment. We stock thousands of products to allow for same or next-day shipping to get you what you need fast. If you’re looking for a hard-to-find item let us source it through our network of suppliers. We can also set up custom stocking programs for you to improve lead times.
6. Education
What is the Custom Education Kit Process?
Our dedicated team works with you throughout the entire design process. Our in-house chemists, biologists, engineers and education professionals help to select the right products for your unique curriculum. In addition, we’ll provide field test samples to be sure the specific activities work as intended, so that once they are implemented in the classroom, assessing student mastery of specific topics is accurate and consistent from year to year.
How Do You Source Your Products?
International
By sourcing products globally, we are able to import container load quantities at very competitive prices. Deliveries are made to our Hanover, Pennsylvania facility on a regular basis where we inspect and manage inventory. Each year, we schedule several international trips (India, China, etc.) to inspect facilities, spot-check production lines, confirm quality standards and ensure shipping timelines are being met.
Domestic
Where our international suppliers allow for bulk quantities, our domestic suppliers offer us the flexibility to procure small quantities quickly. Strong relationships with multiple suppliers increase our ability to source products for quick order processing and custom kit production.
Manufacturing
Our in-house manufacturing and fabrication capabilities provide additional flexibility to our customers. We manufacture a wide range of chemicals and test kits for the educational market and can fabricate custom components based on your individual needs and requirements.
7. Aliquot FAQ
Faster Reporting. Fewer errors.
Aliquot is built around how field teams actually work. The interface is simple and familiar so technicians can focus on the job instead of fighting software.
Teams typically experience:
- Faster field reporting
- More consistent data capture
- No lost reports
- Better visibility across sites
- Cleaner, more organized documentation
Real-time collaboration and centralized workflows help teams stay aligned and make faster, more informed decisions.
Capture Data the Moment It Happens
When teams wait to enter information later, details get missed, and errors creep in. The Aliquot App eliminates that gap by enabling real-time entry wherever work takes place.
You can:
- Enter data instantly on the app
- Capture photos and notes in context
- Access full account and customer history.
- Complete reports without returning to the office
Aliquot keeps everything connected, so information flows smoothly from the field to the office.
Aliquot Offline Mode FAQ
Do I need to be online to start using Offline Mode?
Yes. You must sign in online at least once so the app can securely cache your credentials, permissions, and system list for offline work. Once that initial login is complete and systems are downloaded, you can work without a signal.
Which reports can I create offline?
Service Reports and Operator Logs are fully supported offline for downloaded systems. Other report types may require online access unless explicitly noted in a release. Always ensure the systems you need are downloaded before heading into low-signal areas.
Can I review final reports offline?
Not in the current iteration. Final reports typically require a network connection to retrieve server-rendered documents. You can still complete and save your work offline; finalized documents will be available once you reconnect.
Do I need to download systems before going offline?
Yes. To work offline, systems must be downloaded in advance while you are online. This ensures you have access to the necessary site history, forms, and information in the field.
What happens when I reconnect to the internet?
Aliquot automatically syncs your offline activity once connectivity is restored. Your data is securely uploaded and reflected in the system without manual re-entry.
What happens if sync fails after I go back online?
The app retries automatically using a backoff method. If a specific item cannot sync, you’ll see a warning icon. Tap the icon to view details and retry once connectivity stabilizes.
Is my data secure while working offline?
Yes. Your credentials, permissions, and downloaded system data are securely cached. When you reconnect, all data syncs through Aliquot’s secure infrastructure.
Do I need the mobile app to work offline?
No, offline mode is available in the browsers as well. Both mobile and desktop browsers like Safari and Chrome support offline mode. The mobile native app also supports offline mode.
Who is Offline Mode designed for?
Offline Mode is ideal for field teams working in:
- Remote locations
- Mechanical rooms with poor signal
- Rural or hard-to-reach facilities
- Industrial environments with inconsistent connectivity
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finding something?
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