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The goal of Global Customer Service at Thomson Scientific is to maintain the highest customer satisfaction level possible by providing accurate and timely responses and resolutions to our customers' needs. Global Customer Service can assist you with questions, concerns, or problems as they relate to:

  • Subscription Renewal Inquiries
  • Replacements for missing or defective issues
  • Modifications to existing subscriptions
  • Customer contact and address changes and updates
  • Payment inquiries
  • Order placement for back-issues
  • General product or pricing inquiries

Product Returns (note: Thomson ISI Research Soft products require a Return Material Authorization (RMA), Please contact Global Customer Service in order to receive the authorization.

Global Customer Service Frequently Asked Questions

What is the policy for requesting a replacement for missing or defective issues?

Thomson Scientific Inc., honors claims for missing and defective issues free-of-charge, as long as the request for replacement is received within ninety (90) days of the shipment of the order. The cost to replace a compact disc after 30 days is stated in the license agreement (the defective or damaged disc must be returned to Global Customer Service). Claims for older issues are provided at the prevailing back-issue rate. This policy applies to diskette and print editions.

What information should I include (or have available) when contacting Global Customer Service?

Be sure to reference your account number (it's printed on the top line of the mailing label), or invoice number for quicker service.

Global Customer Service Ordering Back Issues

Thomson Scientific Inc., honors claims for missing issues free-of-charge if received within three months of the shipment date of the order. Claims for older issues are provided at the prevailing back-issue rate, and require prepayment. Contact Global Customer Service directly for current pricing.

Global Customer Service Subscription Payment Information

Please contact Global Customer Service for complete payment instructions.
We also accept VISA, MASTERCARD, and AMERICAN EXPRESS as a means of payment. If you are paying by credit card, please be sure to include the complete charge account number, name of card holder, expiration date, and Thomson Scientific Inc., invoice number. If paying by credit card, please call Global Customer Service directly, or send this information to the regional Customer Service Department. Postal money orders are not accepted.

Contract Administration:

The Contract Administration Department of Thomson Scientific provides assistance with issues concerning terms and conditions in connection with Thomson Scientific products and services. The staff of Contract Administration can be reached via your Account Manager.




How to Contact Us


In North America;
Supporting Thomson Scientific Inc,  Thomson ResearchSoft and Delphion products
Telephone: 1-800-336-4474; extension 1405 

or +00-1-215-386-0100, extension 1405 
Fax: +00-1-215-386-2911 
For Customer Service:

To submit orders:

Extended hours
Tuesdays: 10:30AM to 7PM EST
Thursdays: 3:00PM to 11:30PM EST
Contact: Marge McElhone  +00-1-215-271-1780 

Mailing Address:
Thomson Scientific Inc.
3501 Market Street, 3rd Floor
Philadelphia, PA 19104-3389 USA
Hours of Operation:
7:30 AM to 7:00 PM Eastern Standard Time

In Latin America
Telephone: +1-888-216-4101
Fax: +00-1-215-386-2911

In Europe, Middle East & Africa:
Supporting Current Drugs and Derwent Products and Services

Telephone: +44 ( 0) 0207 344 2882
Fax: +44 (0)20 7 344 2972
To place an order:

To submit orders:

Mailing Address:
Thomson Scientific Limited
14 Great Queen Street
London, WC2B 5DF, UK

In Asia Pacific (excluding Japan)
Telephone: +65 6879 4118
Fax: +65 6223 2634

In Japan
Telephone: +81-3-5218-6500
Fax: +81-3-5218-7840

In addition to our standard hours of operation, we also provide extended Customer Service support hours two days a week; Wednesday and Thursday (3:00 PM to 11:30 PM Eastern Standard Time) Please contact Marge McElhone

777 East Eisenhower Parkway
Ann Arbor, MI 48108

Telephone: (800) 699-9277 - Toll free in US & Canada
+00-1 (734) 913-3930 - International

Newport Strategies, Inc.
215 Commercial Street
Portland, Maine 04101 USA
Telelphone: ++207.871.9700
Hours of Operation: (between the hours of 08:00 and 17:00 EST.)
Fax ++207.871.9800

Sales, Support and Service

If you have a question relating to product operation, please contact our

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