Frequently Asked Questions

  1. I can’t find the answer I need on your website. How can I get in touch with a knowledgeable person at FSSI?
  2. I am interested in a product or service that I can’t find in your online catalog. Can you help me?
  3. How do I access your online ordering system?
  4. I forgot my password and/or login information, what do I do?
  5. Can I save and retrieve my user profiles, preferences, and past orders?
  6. What is the source of the compounds/products in FSSI’s collection(s)?
  7. How many chemicals are available through FSSI’s collections?
  8. What search criteria does FSSI’s ordering system allow?
  9. How do I search for a specific chemical class?
  10. What data formats does FSSI’s ordering system support?
  11. How custom tailored can my order be?
  12. Can I specify the packaging for my order and shipment?
  13. Can I place an order from anywhere in the world?
  14. What is FSSI’s standard order turnaround/processing time?
  15. Where can I find pricing and availability for products and services?
  16. Where can I see a quick overview of the products and services you offer?
  17. What are the shipping and handling expenses for an order?
  18. How can I receive a discount from FSSI?
  19. How are orders shipped from FSSI? What shipping carriers does FSSI use?
  20. I received an incorrect item(s) in my order; who can I speak with?
  21. The published price on the web does not match the FSSI quotation pricing.
  22. How do I determine the status/tracking details of my order?
  23. Where can I find pricing and availability for your products by CAS# or ACD#?
  24. I need assistance with customs clearance, can you please provide me with the necessary information; Material Safety Data Sheet (MSDS) and Certificate of Analysis (COA)?
  25. Can you send the electronic data for my order; as a SD file, an Isis DB file, or an Excel File?
  26. How do I obtain analytical testing data for the chemicals in my order? Can you provide analytical spectral data for the compounds in my order?
  27. How does FSSI ensure quality of materials for orders?
  28. Items in my order were damaged or broken in transit; can I get a replacement order?
  29. I need to return my order to FSSI. How do I initiate a return?
  30. What methods are available for payment at FSSI?
  31. Why should I use FSSI for materials and services?
  32. I am looking for a chemical that is not listed by FSSI; can FSSI acquire it for me?

I can’t find the answer I need on your website. How can I get in touch with a knowledgeable person at FSSI?
FSSI is dedicated to supporting and serving our clientele. Our customer service department is experienced and knowledgeable, and able to address any/all of your questions and concerns. FSSI’s customer service department is also able to coordinate contact with a department or service specific representative; to address all specialties and areas of expertise. [back to top]

I am interested in a product or service that I can’t find in your online catalog. Can you help me?
We strive to meet our customer’s needs and will let you know quickly whether we can help with any request for a new product or service. You can access our web download section to obtain our most current SDF’s. (Link to database download page). They are also available in our web based ordering system. (Link to system login) [back to top]

How do I access your online ordering system?
Our online ordering system requires an approved username and password to enter. It is reserved for professional and academic uses. Passwords are issued to qualified individuals and institutions within 24 hours upon request. (Link to log in request page) [back to top]

I forgot my password and/or login information, what do I do?
In the event you forget or lose your password and/or account login information, please contact our customer service department for resolve. To ensure your account security, FSSI will reset your password and supply you with the login information to access your account. We will then encourage you to change your password using the user preferences page in our web based ordering system. [back to top]

Can I save and retrieve my user profiles, preferences, and past orders?
FSSI’s web based ordering system allows you to store and retrieve user preferences, shipping profiles, and past orders. Additionally, all users have the ability to view past orders, place re-orders for specific items, and place re-orders for entire orders. [back to top]

What is the source of the compounds/products in FSSI’s collection(s)?
FSSI’s Lead-like Diversity Libraries focus on the diversity of substituent’s encircling the scaffold and, unlike most collections that highlight one or two points of diversity; these libraries populate all points of substitution around the scaffold. (Link to download page) [back to top]

Our unique, high purity, Lead Generation Libraries, developed with advice from Dr. Christopher Lipinski, use diversity and physiochemical properties as the principal design criteria. These libraries are Lipinski rule of 5 and lead generation compliant. (Link to download page) [back to top]

FSSI’s primary fragment screening collection incorporates diverse chemical classes to maximize chemical space. A second collection, referred to as the “Known Drug or Biologically Active” Fragment Collection, is composed primarily of low molecular weight drugs that obey the Astex rule of three. Our third fragment collection is comprised of carefully selected amines, identified by our scientific committee. (Link to download page) [back to top]

Our reagent and building block catalog is unlike any other in regard to flexibility. This searchable catalog allows users to order by mass or a molar quantity. These reactive intermediates are stoichiometrically weighed into the vial/plate of your choice, or can be purchased in 1g, 5g, & 10g packs at discounted pricing. (Link to download page) [back to top]

How many chemicals are available through FSSI’s collections?
FSSI’s chemical collections are constantly growing, as we work to provide the latest and most relevant materials to our clientele. Our reagent/building block collection includes ~10,000 compounds with on the shelf orderable inventories. Our HTS diversity collection includes ~100,000 compounds with on the shelf orderable inventories. Our fragment screening collections, which include our primary fragments, amine fragments, and known drug or biologically active fragments, totals ~3,000 compounds with on the shelf orderable inventories. FSSI’s lead generation libraries include ~1,000 compounds with on the shelf orderable inventories. If you have any questions, or would like our latest databases, please contact our customer service department for assistance. [back to top]

What search criteria does FSSI’s ordering system allow?
Structure/Substructure
Physiochemical parameters
Lead-like compound parameters
Fragment-like compound parameters
FSSI#, ACD#, CAS#, and Chemical Name
(Link to ordering system login) [back to top]

How do I search for a specific chemical class?
FSSI’s web based ordering system utilizes our custom Web tools intelligent chemical searching. You can search by chemical class by either drawing the functional group of interest in our structure/substructure searching engine, or by selecting the class and computational characteristics of interest below the structure/substructure entry box. [back to top]

What data formats does FSSI’s ordering system support?
You can review and export your search results in a variety of electronic formats. FSSI’s web based ordering system is also able to integrate with any operating system and any chemical viewing/indexing software. Our system is able to export your data as a user defined file, an SD file, an ISIS database file, an Excel File, or an online user defined workbook [back to top]

How custom tailored can my order be?
FSSI provides the compounds/products you select, in the quantities you specify, weighed under an inert atmosphere into the vial/tube/plate you request. FSSI is also able to process orders using client supplied vials and plates. Contact our customer service department with any specialty request. [back to top]

Can I specify the packaging for my order and shipment?
FSSI has a multitude of vial, tube, and plate options, which you can specify at time of order. We are also able to customize your shipping packaging and paperwork to satisfy your requirements. Additionally, FSSI is able to process orders and shipments using client supplied vials, plates, and packaging. Contact our customer service department with any specialty requests. [back to top]

Can I place an order from anywhere in the world?
FSSI’s web based ordering system supports the global industry. With your FSSI user account, you can access and place orders anywhere in the world to our web based ordering system; providing an internet connection. FSSI has the capability to process and ship your orders anywhere in the world. [back to top]

What is FSSI’s standard order turnaround/processing time?
For domestic orders placed to FSSI by 3PM ET, your compound selection will be processed and delivered in 24 to 48 hours. International orders may require additional time due to shipping transit. Large collection requests may require additional preparation time, depending on the number of samples and the specific format requested. [back to top]

Where can I find pricing and availability for products and services?
Pricing and availabilities for compounds are accessible through our online ordering system and via correspondence with our customer service department. Pricing for services is available by contacting customer service as well. We will then have a sales representative, in your area of expertise, contact you with pricing details for your service request within 48 hours. [back to top]

Where can I see a quick overview of the products and services you offer?
Click Here to download a PDF of our overview brochure. [back to top]

What are the shipping and handling expenses for an order?
Shipping and handling costs are calculated at the time of shipment, based on the shipping requirements for your ordered compounds. [back to top]

How can I receive a discount from FSSI?
Discounts are offered to a variety of FSSI’s clientele based on their company’s usage and demand. Contact our customer service department for details. [back to top]

How are orders shipped from FSSI? What shipping carriers does FSSI use?
FSSI’s standard shipping practice is next day air delivery, guaranteeing arrival by 10AM ET for domestic orders. FSSI can also process and ship orders in accordance with client requirements. You are able to specify shipping instructions while placing your order via FSSI’s web based ordering system; or by contacting our customer service department with your requirements. FSSI is experienced and capable shipping with all major carriers; Fed Ex, UPS, USPS, TNT, and DHL. FSSI is also proficient in freight forwarding services and customs pre-clearance services. A representative from FSSI’s shipping and receiving department is available to assist you with all shipping and receiving needs. [back to top]

I received an incorrect item(s) in my order; who can I speak with?
FSSI’s customer service department is dedicated to providing the highest level of service, and ensuring your satisfaction with our products and services. In the event your order does not meet your expectations, please contact FSSI customer service for prompt resolve. [back to top]

The published price on the web does not match the FSSI quotation pricing.
FSSI’s pricing for products is subject to change. We strive to extend discounts to our clientele, based on market conditions and FSSI’s replenishment campaigns. If you have any questions about pricing and availabilities, please contact our customer service department, or access FSSI’s online ordering system. [back to top]

How do I determine the status/tracking details of my order?
FSSI processes and ships all orders within 24-48 hours of receipt of PO. Once FSSI has completed your order, a confirmation email is sent containing tracking information and details. Using the tracking number assigned to your shipment, you can follow the progress of your order.

Where can I find pricing and availability for your products by CAS# or ACD#?
Pricing and availabilities for compounds by CAS# and/or ACD# are accessible through our online ordering system and via correspondence with our Customer Service Department. FSSI’s web based ordering system accommodates searching by both CAS# and ACD#; as well as various other commonly used correlations and chemical data. [back to top]

I need assistance with customs clearance, can you please provide me with the necessary information; Material Safety Data Sheet (MSDS) and Certificate of Analysis (COA)?
All orders placed to FSSI have MSDS and COA data available. If you are in need of any related information, please contact FSSI’s customer service department. We will walk you through the necessary steps to expedite customs clearance for your shipment. Additionally, our shipping and receiving staff are well versed in customs clearance and related methodology to expedite your shipments. [back to top]

Can you send the electronic data for my order; as a SD file, an Isis DB file, or an Excel File?
FSSI provides order data in a variety of formats, able to be integrated with any operating system and any chemical viewing/indexing system. All orders shipped from FSSI include a CD which has order data as an SD file, an Isis DB file, and an Excel file. In addition, FSSI’s shipping and receiving department emails order confirmations at time of shipment which contain shipping tracking information, an SD file, an Isis DB file, and an Excel file. If you require an alternative format, FSSI is able to work with you to produce the order data you require, in the format you require, containing the chemical data you require. Please contact FSSI’s customer service department with any specialty requests. [back to top]

How do I obtain analytical testing data for the chemicals in my order? Can you provide analytical spectral data for the compounds in my order?
FSSI ensures all chemicals delivered are of the highest quality. We are able to provide analytical spectral data for all compounds in your order, compound purity and mass confirmation data, in the format you require. Please contact our customer service department with your analytical questions and necessities. In addition, a representative from FSSI’s analytical department is available to address any concerns and testing requirements via phone and/or email. [back to top]

How does FSSI ensure quality of materials for orders?
FSSI is dedicated to maintaining the quality of all products and inventories. Our skilled weighing technicians undergo extensive training and re-training exercises to ensure quality in order fulfillment. FSSI also ensures the quality of materials via regular analytical reviews and evaluations. FSSI only uses the most reliable vendors for compound purchasing, with reputable histories, and the highest quality products. Lastly, FSSI’s synthesis laboratories and collaborators undergo regular evaluations and reviews to ensure the highest quality in production of materials. [back to top]

Items in my order were damaged or broken in transit; can I get a replacement order?
FSSI is committed to providing the finest quality products and services to our clientele. In the event items in your order are damaged or broken during transit, contact FSSI’s customer service department to assist you in prompt resolve. We will quickly process and ship you a replacement order, coordinate the recovery of the damaged items and order, and contact the shipping carrier responsible. [back to top]

I need to return my order to FSSI. How do I initiate a return?
Depending upon the circumstances surrounding your return, FSSI will coordinate all efforts for the return. In the event of a return, contact our customer service department, whom will provide the necessary shipping information, shipping account details, the appropriate reimbursement, and packaging instructions. [back to top]

What methods are available for payment at FSSI?
FSSI accepts all major credit cards, and accepts invoices and purchase orders (PO) in a variety of formats. Contact FSSI’s customer service department with any questions. We will assist in the coordination of payment, and have representatives from our finance department also available to be of assistance. [back to top]

Why should I use FSSI for materials and services?
FSSI is a global provider of materials and services. Our ability to custom weigh compounds in the quantities required and in the vial required, provides the most efficient means of sample preparation and distribution. There is a tremendous cost savings in utilizing FSSI’s services, paying for only the amount of material needed for your chemistry, delivered in 24-48 hours. [back to top]

I am looking for a chemical that is not listed by FSSI; can FSSI acquire it for me?
FSSI has a vast vendor and collaborator pool, where custom requests are supported. If we are unable to purchase the chemical(s) required, FSSI will utilize our custom synthesis capabilities to produce the target chemical and ensure the most competitive pricing and lead-time. Please submit your request to our customer service representatives for prompt turn around. [back to top]

Materials Management and More