• The most common problem comes from using the Apple "Safari browser". If you get blank pages and you are using the Apple "Safari" browser, go to "Tools" and "About Safari" to see what version you have. If it is not version 3.0 or above, you can go to the Apple web site and update to the most recent version. Or, use Internet Explorer or Firefox instead.

  Or, we have a special series of pages for Safari browsers that you can reach by going to http://aldonchem.com/pda.htm . These ordering pages are also designed for use on handheld cell phone devices.

• You are using an AOL Browser, or any other browser than Internet Explorer or Firefox, and unable to place an order.  Use Internet Explorer or Firefox.

• The first item submitted to the shopping cart does not show up and instead you get an "OOPS" error message that says "Unable to load cart data".

  This happens if you have two or more browsers open during the same shopping session. When one browser sits idle during the shopping session it will time out and create this problem. Simply close all open browser windows and everything will work normally when you restart the browser and go back to the shopping cart.

• Shopping cart only keeps the last item added and loses the prior items
     or you get a message that your "cookies" are disabled.

  The shopping cart folks tell us that the only reason that occurs is when you have your browser set to not accept cookies. That is a small file the shopping cart puts on your computer to keep your order separate from all others.

  Here is how you take care of that. It might vary somewhat depending on which browser you are using. The following is for Internet Explorer:

  • Click "Tools"
  • Click "Internet Options"
  • Click "Privacy" tab. You might be set at "block all cookies"
  • Move the selection down one degree or more to a lower level. Most people set it at medium. But, you can restore your old setting if you like after the order processes.

• Order is submitted and you receive an error message:
  • Your might need to use a different credit card.
  • The credit card processing company, Authorize.net, might have a temporary communications problem. This doesn't happen once in a year, but it has happened. Return to the warehouse ordering page and click the "Return To Ordering Instructions" link above the product pictures. If we are aware of this problem existing, you will see a notice about it on that page that tells you how to reduce the inconvenience.

• At some point your browser freezes and will not move forward, or will not display a page properly. Sometimes a web page from any source becomes corrupted during downloading from the internet. Then you keep reloading the corrupted page from your computer "cache" memory.  Therefore, clear your browser "cache" memory and click refresh/reload to reload the page properly.   Typically you will find this clearing action under the "Tools" tab selections with wording such as "clear private data", or "Delete temporary internet files - delete files".   This is not the same as delete "cookies". This is clearing only the pages you have visited recently.

• Product picture or page does not show? When any picture or page does not display on a web page of any web site, just click "refresh" on your browser tool bar to download the page again. This can happen if your internet service provider is very busy and your page download is interrupted or very slow.
  Tip: sometimes, if you click the "stop" button, then click the "refresh" icon the download will be much faster.
  At the top of your browser (Internet Explorer) you will see a red X button to stop download. The green arrows are to refresh (reload) the page.

• Cannot see how to select for a warehouse pickup instead of shipping the order?

  There is a "drop down" list just below the Subtotal on the invoice. Just click on the down arrow to see the choices.

  If you cannot see the down arrow, your text size might be set too large. Use the scroll bar at the bottom of the window to move to the right, or decrease your text size using the browser selections: "View - Text Size".

You are about to generate a "Rush" form type email to our Ordering Assistance Department. These are usually answered within 2 hours (not days) during business hours. You are probably accustomed to not receiving responses to your emails for days, and perhaps no response at all, when emailing a company. Not in this case - if you respect how we have to handle this!

This department has the following strict rules of operation:

• They only answer those emails that need assistance with the physical creation of an order. (Making the order, not discussing pricing, coverage, quantity needed, is it the right product, or anything else but the physical act of creating the order.) You can get that other assistance here: http://aldonchem.com/form-tech-support.htm .
• They respond as soon as absolutely possible so no order is delayed.
• They do not respond to emails with questions outside their area of helping people who otherwise cannot get an order placed the normal way. This is how we are able to maintain such a quick response time.
• Here is another link for other questions: http://aldonchem.com/form-customer-assistance.htm

Therefore, if you have not heard from us in response to any contact by form or email, it is because:

• Your "reply to" email address is not valid. We responded, but you could not get it.
• Your computer's (or your ISP's system) spam blocking software has rejected our response because it works from a list of approved senders and we are not on your list. (This happens quite a bit and is why some people do not receive emailed tracking information generated by their orders.  You need to add any email from an address that ends in @aldonchem.com to your approved list.
• Or, and this is very important, you have used this special page for a reason other than its intended purpose of a rapid message to the order department.