New USP Store: Key Features, Resources & Frequently Asked Questions

Current Features

General Platform

Improved Self-Service
Improved self-service puts customers in control to check order status, see account-level pricing and discounts, view invoices, and initiate required forms directly from the USP Store.
Improved Navigation and Enhanced Search
The USP Store is designed with enhanced usability and a more intuitive navigation. Improved search features include search suggestions and allow for faster and more targeted product search. Quick Views allow users to navigate the site within a single browser tab.
Easier Account Management
Customers will have control over managing Buyers, Finance Users and Administrators within their accounts. Secure Single Sign On could help reduce password confusion and resets, as well as streamline the log-in process for users.

Ordering

Backordered Item Status
Customers can see all backordered items via their USP Store account, including ETA for shipping, offering more visibility.
New Online Discounts (as eligible)
Online discounts for select products/services will automatically be applied during checkout simplifying customer savings.
Subscription Start Date & Renewals
Customers can set a start date for new subscriptions up to 60 days (about 2 months) in advance and obtain invoices and/or pay ahead for renewals offering more flexibility.
Expanded Online Catalog
USP customers can now initiate orders for regulated items and place orders for Pharmaceutical Analytical Impurities (PAI) directly from the online store, without needing to call or email. Customers can opt in to alerts on upcoming items, such as not-yet-released reference standards, and receive an email when the product becomes available for purchase. The USP Store also includes a “Wishlist” feature, allowing customers to save items to purchase another time.
Quote Creation and Transparent Ordering
The new platform allows customers to create, and process quotes directly within the system. Customers also benefit from faster order processing, with the ability to check order status, view holds, access processing forms, and view shipping and tracking information within the system.

Billing & Payment

Transition to E-Documents
We are going green! USP transitioned all customers to electronic delivery of USP Store financial documents, such as invoices and statements, providing you with 24/7 online access to invoices, payments, and credit memos via your USP Store account.
Finance User Role
Provides access to finance-focused account users to view billing account E-Documents and payment receipts and make full/partial payments on outstanding invoices.
Self-Service with Cash/Credit on Account
Allows customers with Finance User access to apply full or partial cash/credit balances towards outstanding invoices without needing to call or email remittances.

Frequently Asked Questions (FAQs)

Click below to jump to each section:

General Platform Use Searching Ordering Product Information Subscriptions Quotes & Invoices

General platform use

Why is USP launching a new eCommerce site?
The new eCommerce site, called the USP Store, will improve the customer experience, giving users more self-service options. Easier online ordering, status tracking, dynamic pricing, an expanded online catalog, and enhanced account self-management to all improve the online experience for customers.

When will the new eCommerce site launch? 
The new USP Store launched on June 13, 2021. After this determined time, navigation to the current Store platform (iStore) will redirect customers to the new USP Store platform.

Will my existing Store (iStore) Account transfer over? 
Yes, iStore accounts that have been active within the past two years will automatically transfer over to the new USP Store. iStore users who also currently have an AccessPoint account will be able to access all accounts with AccessPoint Single Sign On. iStore users who currently do not have an AccessPoint account will receive an email from Access Point to re-establish a new password for the transferred account and to set up Single-Sign-On. Learn more about Account Transition using this guide.

What do I do if my company email has changed, and I need to change the email on my USP Store account? 
Once an account is created, the email address used to create the account cannot be changed for any reason. If your email changes while you are still associated with the same company, you will have to register a user with that existing business account. Reach out to the Administrators on the account to ensure the new user account is approved.

My iStore account was transferred over to the USP Store, but the oldest users on the business account is no longer able to access their email. How do I change the account Admin without their access? 
Each existing business account will transfer from the iStore to the USP Store with three default Administrator users on the account. Users should reach out to other account Administrators for updates. If there are extenuating circumstances where all Admin cannot be reached within the organization, contact Customer Service for assistance.

Our organization automatically pulls data from the Reference Standard Catalogs on the USP.org site to integrate into our own internal interface. Will this process change when the new USP Store goes live?  
No, the launch of the new USP Store will not interrupt or change existing processes with data on the USP.org site. Integration should continue uninterrupted.
Orders placed via the iStore or manually prior to the launch of the new USP Store site will process the same as today. These orders will be trackable via your transferred USP Store site account.

What happens with pending orders or orders in progress from the current Store (iStore) platform? 
Orders placed via the iStore or manually prior to the launch of the new USP Store site will process the same as today. These orders will be trackable via your transferred USP Store site account.

Can I still use the current Store (iStore) platform after the new eCommerce platform has launched? 
No. After launch of the new USP Store, navigation to the iStore will automatically redirect users to the new platform and the iStore will not be available to place orders. Should you have trouble accessing your transferred account or placing an initial order within the new platform, please contact Customer Service.

What is the difference between the Administrator and Buyer roles on my account? 
There are two types of roles for an account. Each account must first establish an Administrator. That Administrator will then authorize Buyers within each account. Both roles can log in to their USP Store account and search for products. Buyers can only complete orders and quotes and view account information once the Administrator has completed a one-time approval to set up the Buyer account. Each account can hold multiple Buyer and Administrator roles. Learn more about Administrator and Buyer roles with this guide.

How are user roles set up by default when my existing account transfers? 
The oldest user listed under the account will default to the account Administrator. All other users will default to the Buyer role. The Administrator can log in to the account and adjust Buyer/Administrator roles and will then be able to approve future users as Administrators or Buyers.

How do I change the email associated with my account? 
Once an account is created, the email used to register that account cannot be changed. Please register a new account under your business organization using the new email address.

How do I delete a Contact or a User on the account? 
Please contact Customer Service for assistance in removing contacts or account users.

How can I be assigned a Finance role on my account profile?
This role needs to be approved by your account administrator before you can proceed. Admins can assign any role as needed for your company. Please visit your account profile to contact your business account administrator.

Why are my contacts or addresses no longer saved under my account?
As part of the new features launch in June 2022, USP is also updating its backend systems to consolidate customer entered data (i.e., addresses, contacts, etc.) that has been previously saved on USP Store accounts.
If the saved information was not in a valid format (i.e., contained special characters such as an ampersand or hyphen) the information was not able to be consolidated and will have to be re-entered and/or saved to your account. We apologize for this inconvenience and greatly appreciate your understanding and action to update your account.

Searching

USP is pleased to announce that we have optimized the categories on our USP Store to make finding the products that you need more intuitive. Whether you are looking for reference materials to test your small molecule or biologic API’s or their related impurities, or reference materials to test your drug product’s excipients, we have grouped related products together for easier browsing. Of course, you can still choose to enter keywords in our search bar if you prefer, it’s up to you! To search- Begin typing in the search bar at the top of the home page and the platform will begin suggesting possible product matches after at least three letters are typed. A list of search results can also be obtained by hitting the “Enter” key. Products in the search results can be sorted alphabetically and by price.

How can I search for products? 
Begin typing in the search bar at the top of the home page and the platform will begin suggesting possible product matches after at least three letters are typed. A list of search results can also be obtained by hitting the “Enter” key. Products in the search results can be sorted alphabetically and by price.

Can I search by CAS number?
Yes. Users can search for products by name, CAS number, or catalog number.

If I spell a product incorrectly, will the system autosuggest alternative results? 
Not quite. Unlike a search engine, the USP Store search will not offer “did you mean” options for a misspelled product. The intuitive search helps to alleviate the need for this by beginning to suggest possible products once at least three letters or numbers are entered into the search bar, reducing the need to fully spell any product name.

Ordering

Can I make a purchase on the USP Store in my local currency?
Purchases can be made using credit cards and electronic transfers by wire or ACH using USD, EUR, GBP, and CAD. The Chinese Yuan Renminbi (CNY/RMB) and Indian Rupee (INR) are ONLY available for wire payments at this time. Please note that you must have a USP Store account and credit terms with USP to make an online purchase and payment using wire/bank transfers.

What is the exchange rate used when making purchases in my local currency?
All pricing in the USP catalog is posted in USD and converted to the authorized currencies based on the conversion rate in place when a quote or order is created. Current conversion rates for these currencies can be found on the USP Store here.

Are there additional fees for making purchases in my local currency?
No, USP does not charge additional fees for using your local currency, however, you will be responsible for any wire/transfer fees charged by your bank.

Will I need to re-enter shipping addresses and payment information? 
No, once your account is transferred to the new USP Store platform, users will not need to re-enter shipping, billing, or payment information. This information will automatically transfer over and can be used for future orders.

Can I pay via credit card online?
Yes, you can pay with a credit card via the USP Store. All credit cards will be validated by the system with a $0 authorization charge. Please note that if an error is made in entering account information, the authorization will fail, and the card will have to be re-entered. Both account Administrators and Buyers can add or deactivate credit cards within their account.

Can I apply for credit at checkout?
Yes, the credit application link is available in the payments section during checkout. The link is also available under Account Info and Payment book, where customers can view approved credit or initiate a credit application.

How is my credit application processed? 
For credit line requests up to USD $10,000 or the equivalent, allow 48-72 hours for review and response. For credit line requests USD $10,000 or greater, additional information may be required such as audited financial statements. Processing and review time may take up to two weeks. Our analysis encompasses several factors including credit rating, payment history, projected sales volume of USP products and financial position. For information concerning the status of your application, please contact credit@usp.org for assistance.

What are Favorites and how does this differ from the Cart? 
The Cart should be used for anything you’d like to purchase immediately. Products that you’d like to purchase later can be saved to a Favorites List for easy access to add to a future active cart. Products on a Favorites List remain on the list even after they’ve been added to an active cart for easy future reference.

I’m an Authorized Distributor; can I upload an Excel document for bulk ordering on the new platform? 
Yes. Once logged in to your USP Store account, click the “Quick Order” button at the top left. You’ll be able to download a template bulk-order document and then re-upload it to the system. The system will auto-populate the order and allow opportunity for manual adjustment before validating and adding all items to the cart with a single click. Please note that bulk orders are limited to 90 lines.

Does my order process and ship as soon as it is placed online? 
All orders route through a validation process after submission and before they are fulfilled. The USP Store system will prompt customers to upload relevant mandatory and optional documents as the final step before submitting the order. USP data stewards validate orders multiple times throughout each day, meaning your order processes more quickly when placed via the USP Store compared to placing an order over the phone or through email.

Can I order DEA controlled substances and dangerous goods online?
Yes! The new USP Store supports online order initiation for these controlled products. DEA controlled products must be purchased in a separate order (not mixed with non-regulated products) for any order shipping outside the United States. Required forms are indicated in the final step before submitting the order request, and you can check back to track the order or shipping.

What is the Save Cart feature? 
Saving a Cart allows you to save all items in a current active Cart to a separate Cart that can be checked out later. Saved Carts can be named, and accounts can hold multiple Saved Carts at once with different items. Carts remain saved on the account for 30 days.

What are acceptable forms of payment?
We accept credit cards and electronic transfers by wire or ACH. For customers in the United States, we also accept checks drawn on U.S. banks mailed to our Remittance address in New York. Refer to your invoice for bank account routing instructions.
All payments must include a customer account number and invoice number(s) to ensure timely and accurate processing in your account.  To verify receipt, please log into your account.

How can I apply the cash on my account toward an outstanding invoice?
To use cash/credit on account to pay (full or partial) for invoices, you will need to be assigned a Payments/Finance role on the USP Store by your account administrator.
After your Finance role has been approved, please visit your account profile, under the Invoice and Receipts tab, there will be an option to apply cash or credit on account to outstanding invoices.
Note: Buyer and Finance roles can also pay an invoice in full using a credit card.

May I use the cash or credit on account to pay for an Order?
No, the cash or credit on account can only be applied against outstanding invoices. Currently, we accept credit card payments at the time of order for prepayment customers only.

How can I request a refund?
You can submit a request for a refund through the Payments & Billing Contact Form. Please provide your contact information, check/wire/banking details, as well as the amount and receipt for refund. Our team will review the request and process accordingly. In general, your account must be in good standing prior to any refunds.

Where can I access documents that I uploaded for a previous Order?
You can access previously uploaded documents for an Order under your Order history tab. All documents will be stored at the Order level.

I have sent in a payment and/or expected to see a credit, but do not see it reflected on my account. What should I do?
Contact our Accounts Receivable team with your concern by filling out the Payments & Billing Contact Form and they will investigate and contact you directly within 3 business days.

I would like to increase my credit limit.  What should I do?
Please fill out a credit application and submit your latest audited financial statements.  Our Credit team will evaluate your request and contact you directly within 2 business days.

I just placed an Order through the USP Store, but the tax displayed as “TBD” – what does this mean?
Your actual sales tax will be calculated and reflected on the final billing invoice upon order confirmation.

How can I find the status and shipping ETA of the items that are on backorder?
Under the Backordered Items section of your account profile, you will be able to see the status of the backordered items for each order, including any cancelled orders due to discontinued products.

Can I initiate a cancellation on a backordered product?
Yes, if you decide to cancel a product that is on backorder, navigate to the Backordered Item section under your account profile, click the Cancel button next to the item you no longer need, select the reason for cancellation, add a comment (as desired) and click Cancel Line. Once cancelled, you will receive on-screen confirmation that the product order has been successfully cancelled.

How can I find the status of a product?
Navigate to the desired product details page on the USP Store to view the availability and shipping status. If an item is out of stock, there will be a notice of an estimated time range for when you can expect it to be back in stock.  
Prior to checkout, the availability and shipping status will also be displayed for each product in your cart, at which point you can determine whether to place the Order or remove the item/product from your cart before moving forward with your order.

Will I receive notification for when my backordered item becomes available for shipping?
When out of stock items become available within 30 days of your order placement, USP will automatically ship them and complete your order.
If the out-of-stock items become available after 30 days (about 4 and a half weeks) of your order placement date, USP will first send you a Notice of Availability (NOA) to determine if you would still like the items shipped to you. To release your order, you will need to respond to the received email by filling out the provided form. If you do not respond to the NOA within 45 days (about 1 and a half months) of receiving it, the items will be cancelled from your order.

What new discounts are available with USP? 
To learn more, please visit our discounts and promotions page at: https://go.usp.org/discounts 

Do I need to call USP to have a promotion or discount applied?
No, just place your order online directly through the USP Store and the discount will be automatically applied at checkout.

I am tax exempt, what should I do?
Sales tax exemption certificates should be submitted to our Accounts Receivables team via the Payment & Billing Contact Form. Once your certificates have been validated by our team, sales tax will not be included on your future orders.

How do I create a USP Access Point account or register new users?

1. Navigate to the USP Store
2. Click on the blue circle with the white question mark in the bottom right corner of the screen
3. Click “Accounts and Access” and select “Register for new Business Users” and follow the prompts to complete account setup.

With the recent enhancements to the USP Store, are Authorized Distributors still eligible to receive contract discounts?
Yes, Authorized Distributors are still able to get contract discounts. The recent enhancements to the USP Store have no impact to contract discounts being offered to Authorized Distributors.  As a reminder, buy directly from the USP Store is not required to receive contract discounts.

Who do I contact if I have questions or need support?
USP Customer Service is available 5.5 days a week. Customer Service is available from 8:30 pm EST/6:00 am IST until 5:00 pm EST/11:00 pm IST Monday – Friday. To help us resolve your inquiry faster, reference your case number, PO, quotation number or USP Customer Account number.

Contact Us
Phone: +1-301-881-0666 or 1-800-227-8772 (U.S. and Canada)
Fax to +1-301-816-8148
Mailing address: 7135 English Muffin Way, Frederick, MD 21704, USA

Where can I find more information on discounts and promotions being offered by USP?
Visit the USP Discounts Landing Page to get information on the most recent discounts and promotions being offered and answers to common questions.

Product information

Where can I find product Certificates? 
Product documentation (e.g., USP Certificates, Safety Data Sheets, Certificates of Origin) can be found at the bottom of each Product Information page. Click to expand the “Documents” section and download documents from the links.

What should I do if the USP Certificate is not available on the Product Page? 
If there is not a link to view the USP Certificate for a specific lot number, then a USP Certificate is not available for that lot.

How can I tell if a product is a Controlled Substance or a dangerous good? 
These products are marked with a “lock” icon in the USP Store. The Product Page for each of these items also includes additional information about required forms and restrictions.

How do I view and upload forms for my order? 
The system will automatically prompt customers to upload any relevant mandatory and optional forms as the final step of the checkout process before submitting the final order request.

Where can I find test results and data that are not included on the available product documentation?
All information required for the official use of a USP Reference Standard is provided in the associated USP compendial procedure, the label of the RS, and on its USP Certificate, if available. Test results and data that are not included in these sources cannot be shared as they are considered proprietary to the USP Reference Standard program. Contact Reference Standards Technical Services via rstech@usp.org if further assistance is required.

How do I see the LOT numbers for a product? 
LOT Numbers are listed on the Product Page under the Product Details section.

How are the “related products” shown on the right side of the page categorized? 
Related Products shown in the right-hand sidebar on a product information page are based off monograph grouping for the main product page being viewed.

Subscriptions

How do I renew a subscription? 
Customers can access all active and recently expired subscriptions under the “Subscriptions” section of “My Account”. Each subscription lists an expiration date and a link to access. A “Renew” button will be visible next to any recently expired or soon-to-expire subscriptions.

Where do I get the subscription key? 
Subscription keys are sent to customers via email after purchase.

Can I purchase subscriptions and reference standards within the same order?
Yes, you can. While the order can be placed together, subscriptions and reference standards will be billed and shipped separately.

My key has expired, what should I do? Can I keep the same key?
You can renew your subscription for up to 45 days (about 1 and a half months) after your key has expired. To keep the same subscription key, you must renew your subscription within the 45-day renewal period and purchase the same number of seats. If you renew your subscription with less seats than your current subscription, you will receive a new subscription key.
You can access all active and recently expired subscriptions under the “Subscriptions” section of “My Account.” Each subscription lists an expiration date and a link to access. A “Renew” button will be visible next to any recently expired or soon-to-expire subscriptions.

I do not want my subscription to start right away, what options do I have?
At the time of placing the order, you will see the option to pick the start date of your subscription. The start date selected can be up to 60 days (about 2 months) from the order date.
Note: Subscription start date is subject to change based on Order fulfillment/Order holds.

Where can I find the start date for my subscriptions?
After you purchase or renew a subscription, you receive an email that includes the subscription key, start date and number of seats included. You can also find the subscription start and end date under your account information in the USP Store by clicking on "Subscriptions".  All your subscriptions will be displayed on the screen with the start and end dates.

Quotes and invoices

How do I select/change my desired currency to Chinese Yuan Renminbi (CNY/RMB) and Indian Rupee (INR) for quotes, purchasing, billing, and payments?
A USP Store account and credit terms with USP are REQUIRED to use the Chinese Yuan Renminbi (CNY/RMB) and Indian Rupee (INR) for quotes, purchasing, billing and wire/bank transfers. Please allow for approximately 7-10 business days for USP to process your request(s). Processing times may vary based on volume of requests received. Once your Credit Application and/or Currency Change Request have been processed you will receive a confirmation notice from USP.

• New customers that do not currently have a USP Store account or have not made an account purchase in the last 3 years can take the following steps to elect their desired currency when creating a new USP Store account:
  1. Register for a USP Store Account. Please be sure to select No for the question, “Do you have an existing business account with USP?” and select your desired currency in the “Business Details” section.
  2. Verify your account by logging into the email used to register your USP Store account and clicking the verification link contained in the email.
  3. Apply for credit terms by logging in to your USP Store account and going to Account Information > Payment Book > Line of Credit and clicking the 
     Credit Application button.
• Existing customers that already have a USP Store account can take the following steps to submit a request to change their currency election: 
  1. Apply for credit terms by logging onto your USP Store account and going to Account Information > Payment Book > Line of Credit and clicking the Credit Application button (as needed).
  2. Download, complete and submit a Currency Change Request Form to the USP Credit Department via email at credit@usp.org.

How often can I request a change in currency for wire payments, statements, and invoices?
You may only request one currency conversion per 12-month period (based upon the date of the prior election). You must submit a completed Currency Change Request Form to the USP Credit Department via email at credit@usp.org.

Can I pay for purchases with a credit card if I select the Chinese Yuan Renminbi  (CNY/RMB) or Indian Rupee (INR) as my elected currency?
No, USP does not currently support credit card payments with CNY/RMB or INR. If CNY/RMB or INR are your elected currency you are only able to make payments via wire/bank transfer which requires a USP Store account and credit terms with USP. Please note wire pre-payments are not accepted and wire payments are due following receipt of the billing invoice.

Are Authorized Distributors eligible to change their designated currency to Chinese Yuan Renminbi (CNY/RMB) or Indian Rupee (INR)?
Yes, Authorized Distributors can select CNY/RMB or INR as their designated currency either during account registration (new account / customer) OR submit a Currency Change Request Form to the USP Credit Department via email at credit@usp.org (existing account / customer).

When I submit a currency change request, will my previous and current/outstanding transactions, quotes, and other billing documents be converted to my newly requested currency? 
No, all transactions created prior to the currency conversion date (including but not limited to invoices, credit memos, payment remittances) will remain in the original transaction currency and must be settled in that currency. Additionally, any existing quotes, that have not expired, will be honored only in the currency noted on the quote and items on back order will be invoiced in the original currency used for the purchase. All new transactions and quotes made from the currency conversion date and forward will be made in the newly selected currency.

How do I complete a quote? 
After searching for products and adding them to your cart, instead of checking out your cart, click “Create Quote.” After verifying billing and shipping information, the system generates an official quote valid for 30 days (180 for DEA regulated products) for all the products in the cart. These quotes are saved to the account under “Account Info” in the “Quotes” section, where they can be downloaded. Payments should not be made on quoted amounts. When you are ready to order, quotes can easily be converted to orders within the system.

Do I need to be logged in to my account to generate a quote? 
Yes. Customers need to be logged into their account to create a quote. The system will automatically pull account information and save the quote to the account for future reference or editing.

How do I view my invoice? 
Invoices are saved under “My Account” in the “Invoices and Payments” section. Clicking on the Invoice Number listed provides access to a PDF of the invoice. Once an invoice has been closed, an additional “Download” option appears.

How do I enroll in e-Invoicing?
Under “My Account” in the “Addresses” section, select “Update Type” to set addresses as “Bill To.” Bill To addresses can then be opted in for e-Invoicing/paperless billing once a valid email is provided.

Can I change the currency in my quote and invoice?
The currency used to generate your invoice will be the same as the currency used to create your quote (Available in: USD, EUR, GBP, CAD).  You may request to change the currency in your quote and/or invoice by contacting our Credits team via filling out the Payments & Billing Contact Form.

Why are we transitioning to e-delivery of all finance documents?
• In efforts to support our go-green initiative and move toward 100% paper-less communications
• Help ensure the timely delivery of invoices and payment reminders
• Help keep our staff and customers safe by further allowing remote business operations

How can I receive all documents (invoice, statement, payment reminder, etc.) through email?
You must have at least one verified email address added to your current Billing Address within the Address Book to receive your financial documents electronically. All customers will be transitioned to e-Documents beginning June 20, 2022. If you do not have a valid email address entered once the transition date has passed, you will be required to enter a valid email during the checkout process for an online order. If you currently have a verified email address attached to your Billing Address and would like to change it or add additional emails (up to 5), you can log into your USP Store account, navigate to your Address Book, and make any desired updates. For additional support, please contact Customer Service by filling out our NEW USP STORE Related Questions Contact Form. Please note that during the checkout process your E-Invoice Email Address is separate from the Order Confirmation Email Address and you must select/enter both to successfully complete your order.

For additional support, please contact Customer Service by filling out our NEW USP STORE Related Questions Contact Form.

I want to continue to receive a paper copy of my invoices in the mail, how can I opt in?
For fastest access, you can print a paper copy of your invoices, payment receipts and credit memos through your USP Store account. However, if you would still like to receive it in mail, please fill out our Payment & Billing Contact Form.

Questions? Contact us for additional support today!