Frequently Asked Questions Placing Orders Order Status Delivery Timelines Notifications Site Inventory General Placing Orders Can multiple personnel from my site have access to order via isite? Yes, you may have multiple parties with access to isite. All site personnel will be able to view the order status and order history for all orders requested by your site, not only those that they personally request. Can I view my order history? Yes, there is a hyperlink on the main page of the Supplies and Kit Ordering tab which will direct you to the order history for your site. What is a work order number? A work order number is a unique identifier assigned by ICON to each order that is recorded within the ICON Kit Production database. My study is about to begin; how do I place my first order? First or initial orders are not permitted to be placed by site personnel. Each site's initial order will be placed by an ICON party, based on the sponsor's request. What happens when I place an order? Once an order is placed and submitted, an automatic record is generated within the ICON kit production database, containing the details of the order submitted. Can I edit/cancel an order? How? Yes, you can either edit or cancel an order prior to the order assembly being initiated. You can do either by selecting the order from the order history link and then selecting the Edit or Cancel button at the bottom of the order screen.
Why do some kits listed have additional visit names listed beneath them? ICON at times may utilize what is referred to as a multi-visit; a kit that may be used for multiple protocol scheduled assessments/visits, based on the same sample collections being performed. Where can I see what an item looks like? When selecting a miscellaneous bulk item under Place New Order, item descriptions that are hyperlinked have images associated with them for you to view in advance of submitting the order. Once an order has been submitted, you can still view an available image by navigating to View Order History, selecting the applicable work order, and clicking on the item for which you wish to view. Can I order items that are not listed on my supply reorder form in isite? If an item is not listed within the isite selectable items, then please contact ICON Site Services to request the specific item, by email (labsitehelp@iconplc.com) or via the phone numbers provided in your laboratory manual. Sponsor approval may be required for the item in advance of shipment, be aware that standard delivery timeframes may not apply. Can I combine orders for multiple protocols that I am affiliated with? Orders may not be combined across protocols. Should you need to place orders for more than one protocol, you must return to the main screen of isite and alter the protocol selection in the dropdown menu at the top of the screen. If I missed the cut-off to order kits for next day delivery and I do not have any remaining kits of the required visit, what are my options to collect the subject visit? As part of initial supply orders, ICON will provide sites (in most cases) with unscheduled kits. These unscheduled kits will include all testing to be performed during the course of the study and can be used in an emergency to collect those samples that are required for a visit that is not available at your site. There are also visit specific requisitions within the ICON provided Laboratory Manual that can be utilized with the components of the unscheduled kits to ensure that all proper collections and analyses are conducted for the visit in question. If there are questions during this process, please contact ICON Site Services by email (labsitehelp@iconplc.com) or via the phone numbers provided in your laboratory manual. Order Status When will my order be processed? Your order will begin to be processed based on the requested due date at your site. Since transit times vary per location, there is no standard timeframe for the order to begin to be processed following the submission of it.
What do Pending, Awaiting Approval, Processing, and Shipped stages mean? Pending - orders that have been placed but no further activity has yet occurred. Awaiting Approval - orders that are waiting for proforma, sponsor or other approval before any further activity can occur. Processing - orders that are currently being assembled/packed. Shipped - orders that have left the ICON kit building facility. Where can I track my shipment? In the work order history page, the courier and tracking number for each shipment that has been sent to your site will be provided. You may click on the tracking number and this will bring you to the tracking page for the courier being used for the shipment. Why did my order get cancelled? Some studies have approval requirements at the sponsor level to ensure effective kit management practices. There may be cases where an order is deemed unnecessary and will be requested to not be fulfilled. For example, if there are multiple users within your site, it is possible that a duplicate order was placed. Following placement of the second order, it was realized to be in duplicate and cancelled. Delivery Timelines How long until I receive my supplies? Standard delivery time for orders is up to 7 business days within US and Canada; up to 10 business days for other global locations, dependent upon transit times. Countries that require customs clearance may have an extended delivery time, depending on the customs clearance process. What is the quickest I can receive an order? Orders placed prior to 12pm EST can often be overnighted for US sites. All other countries are contingent on specific transit times for that region and location within the region. For very urgent orders, please contact ICON Site Services by email (labsitehelp@iconplc.com) or via the phone numbers provided in your laboratory manual, for alternative solutions. What is import approval and how does that impact turnaround time of supplies? Import approval is a country regulatory requirement, which necessitates pre-approval of goods to be imported into a country prior to the release of the goods to a courier. The import approval process can take differing amounts of time depending on the specific requirements per country.
Notifications Will I receive confirmation of my order? Yes. Once the order has been submitted, a confirmation screen will appear that will provide you with the work order number. Will I be notified if there are any delays in fulfilment of my order? If there is a change from the original delivery date of your order, isite will be updated with the new expected delivery date. Please ensure you log on to isite on a regular basis to check the status of your orders. Site Inventory Can I see which of my kits expire and when? Yes, there is a site inventory hyperlink on the Supplies and Kit Ordering page of isite which will redirect you to a page that provides expiration information on all kits ordered. This information is not specific to each unique kit. ICON does not actively track expiration information on bulk supplies (e.g. pregnancy kits), so this information will not be available here. Can I view my site's kit inventory in isite? Yes, there is a hyperlink on the main page of the Supplies and Kit Ordering tab which will direct you to the kit inventory details for your site. This page will include a listing of the miscellaneous bulk supplies ordered, but ICON does not track usage of these items and therefore only the ordered quantities will be present. Does ICON track expiry of kits/supplies? ICON actively tracks and sends monthly communications to sites for the expiry of laboratory kits still listed within the site inventory within the coming 60 days. This monthly communication also contains information on any miscellaneous bulk supplies previously provided to sites that are due to expire within the coming 60 days, regardless of whether the item is still available at site or not as we have no visibility to the usage of these items.
General What is the advantage of using isite for ordering my kits? Using isite will provide you with real time confirmation of kits being ordered and can be accessed from any remote location via the internet. It is 21CFR part 11 compliant with unique login and password requirements per user. Sites can conveniently track their open work orders or perform inventory checks based on current site physical inventory levels. Where do I provide feedback if there are errors with my kits? If you have found that there are errors within the items that are received from ICON, please inform us via ICON Site Services by email (labsitehelp@iconplc.com) or via the phone numbers provided in your laboratory manual. I did not receive all items I ordered. Why would this be? If there are items within your order that are shipped at different temperatures e.g. ambient and refrigerated, the items will be shipped separately and may arrive on different dates. If there is a delay in obtaining a particular item for any reason, we may split out the requested order to provide you with the available items initially, with the remaining items to follow. If I place an order with ICON Site Services and not via isite, will this order information still appear in isite? Yes, information on all orders placed for your site, regardless of placement method, will appear in isite. You will only have the ability to edit orders placed via isite, but may cancel orders placed by ICON Site Services prior to assembly being initiated.