Frequently Asked Questions

A: Orders may ship via freight instead of UPS Ground for several reasons:

• Weight limits: Lab Alley and our carriers have a 150 lb weight limit, which triggers freight shipping.
  
  

• Product restrictions: Some chemicals can only be shipped legally and safely by freight.
  
  

• International regulations: Certain products shipping to Canada may require freight delivery to meet import requirements.
  
  

• Residential delivery: When shipping to a residential address, a lift gate must be requested and approved.
  
  

• PO customers: FedEx Freight is available only upon request for purchase order customers.
  
  

We use SAIA, R&L, and Southeastern as part of our main supply chain to ensure your order is delivered safely and efficiently.  We can also use FedEx freight when requested.

Yes—but timing is critical. If you need to cancel or edit your order, please contact us immediately:

• Phone: 512-668-9918
  

• Email: customercare@laballey.com
   ➤ Use “Cancel” or “Edit My Order” in the subject line
  

Please note:

• Orders that have been processed, assigned tracking, or shipped are not eligible for changes. Cancellations after tracking is assigned will incur a 20% restocking fee and shipping fees are non-refundable.
  

• Custom, regulated, or made-to-order items may not be cancelable.
  
  

If your order has already shipped, it may be returned according to our Shipping & Returns Policy; standard return fees may apply.  Please check out our return policy: Lab Alley Return Policy

Lab Alley ships only within the U.S. and Canada. Shipping fees, duties, and taxes for Canadian orders will be displayed in your cart before checkout.

If you have a customs broker, please provide the following so we can add it to your order and help ensure smooth customs clearance:

• Broker name

• Contact person

• Phone number

You can send this information to customercare@laballey.com or call us at 512-668-9918.
No worries if you don’t have a broker—your order can still be processed and shipped directly to Canada.

Yes — Lab Alley offers on-site pickup by request at our headquarters in Austin, Texas.

To arrange a pickup:

📞 Call our team at (512) 668‑9918 to place your order and coordinate pickup details.
This allows us to:

• Confirm the item is in stock

• Prepare for a safe and timely pickup

⏱️ Please note:

Some chemicals may require additional time before they’re ready for pickup, depending on product type, availability, or handling requirements.

💰 Why choose pickup?

• Save on shipping costs

• Get your order faster

📸 Reminder: A valid photo ID is required at the time of pickup.

📍 Pickup Location:

Lab Alley
12501 Pauls Valley Road, Suite A
Austin, TX 78737

Yes, but please note that Lab Alley does not coordinate with freight forwarders and cannot provide international shipping support or documentation.

• Shipping to a freight forwarder’s address:
  

• You place the order using the freight forwarder’s U.S. shipping address.
  

• Once the order is delivered, the freight forwarder is fully responsible for relabeling, export documentation, and compliance with all international laws and regulations.
  

• Most customers who use a freight forwarder have an established relationship with them and extensive experience in handling international shipments.

Important: Chemicals are subject to strict laws and regulations, and Lab Alley cannot assist with shipping or documentation outside the U.S. and Canada

Yes, you may arrange pickup using your own freight carrier. To ensure a smooth process, please follow these steps:

Step 1: Notify Us To Place Your Order

Call us at (512) 668‑9918 to place your order or submit a Purchase Order (PO) to purchaseorders@laballey.com clearly indicating you will be using your own freight carrier.

Step 2: Request Shipping Details

Request the package dimensions, weight, and shipping classification needed to prepare your Bill of Lading (BOL).

Step 3: Submit Your BOL

Once you’ve created your BOL, please send us a copy for review and confirmation.
This helps ensure the information is correct and prevents any delays with your carrier.

If using Lab Alley’s carrier:

We handle the BOL preparation for you when using our standard freight services.

📍 Pickup Location:
Lab Alley
12501 Pauls Valley Road, Suite F
Austin, TX 78737

Lab Alley supports customer shipping flexibility. To ship using your UPS account, please contact our Customer Care team to place your order or clearly specify your shipping account details on your purchase order.

Please note we can only accommodate FedEx freight shipments. FedEx Ground is not part of our supply chain and is not available as a shipping option. Additionally, we utilize Saia, R&L, and Southeastern freight carriers.

Please note: We cannot expedite or offer air shipments, even if using your account. This policy is in place because air shipments for chemicals are often delayed and rarely arrive within the expected time frame.

Yes, we can ship directly to your customer’s address. Please note this is a branded drop ship—our company name and branding will appear on all packaging and shipping labels.

We do not offer expedited or air shipping. Our model is built around fast, reliable ground shipping—most in-stock items ship from Austin, TX within 1–2 business days. This approach helps reduce costs and avoid delays for our customers.

On a tight timeline? Contact Customer Care at customercare@laballey.com, and we’ll provide a realistic shipping timeline to help you plan.

Please note: We only ship via air to Hawaii, Alaska, and Puerto Rico when applicable.

Yes. For freight orders, you’ll receive a PRO number and carrier details by email once your shipment leaves our warehouse. Tracking updates are available through the carrier’s website.

We sell to both individuals and businesses; however, certain regulated chemicals may require a business address and cannot be shipped to residential locations due to compliance and carrier restrictions. It will be clearly noted at checkout if a product or address is not eligible for shipment.

Our Customer Care team is ready to assist you!

• Email: customercare@laballey.com
  

• Phone: 512-668-9918
  
  

Having your order number handy helps us locate your order quickly. Please include it along with a brief description of your issue so we can assist you promptly.

Hours of Operation: Monday–Friday, 8 AM – 6 PM CST

If you reach voicemail, we are assisting another customer. Leave a detailed message, and we will return your call the same day.

If you have received your order and find that one or more of your products have arrived damaged please email our customer care team at customercare@laballey.com immediately.

In the email, please include the following.

1. Pictures of the package's condition

2. Pictures of the damaged product.

3. Order number

4. Name/SKU of the damaged product

5. Any additional details you feel are relevant

Once we receive your email, a dedicated team member will review the provided information and reach back to you as soon as possible

Most in-stock chemicals ship within 24–48 hours (1–2 business days).

Please note:

• SKUs starting with “C” usually ship within 3–4 business days.
  
  

• Bulk, hazardous, or made-to-order items may require additional time for processing, including specialized packaging, quality assurance inspections, and compliance with hazardous materials regulations.
  
  

• Lab supplies typically ship within 3 business days but may take longer if backordered. When an item is backordered, you will receive an email notification with the estimated delivery date and the option to either cancel the order or keep it.

If you’re on a tight deadline, contact Customer Care at customercare@laballey.com or 512-668-9918 for a realistic shipping estimate.

Most orders ship within 1–2 business days. However, some items' shipping times can vary depending on the size, quantity, and type of material—for example, hazardous or granular materials may require additional handling time.

For the most accurate estimate and personalized assistance, you can:

• Email us at customercare@laballey.com and we’ll connect you with a specialist, or
  
  

• Submit a quote and request a lead time.
  
  

We’re here to make your bulk order process smooth, reliable, and stress-free.

This means your order has been prepared and is awaiting carrier pickup. If there’s no movement after 2 business days, please contact Customer Support.

We ship throughout the U.S.—including Alaska, Hawaii, and Puerto Rico—and to Canada. Some chemicals require a commercial address; if that applies, a pop-up message will appear before you reach the cart. We do not ship to UPS Stores or to destinations outside the U.S. and Canada.

1. Damaged Order:
   If your order arrives damaged, please email Customer Support at customercare@laballey.com with:

   • Your order number

   • A description of the damage

   • Photos showing the damage
     
     

   Lost Order:
   If your order does not arrive, please email Customer Support at customercare@laballey.com with:

   • Your order number and any details to assist our investigation

   Our team will carefully review your information and make it right, including sending a replacement if needed.

For damaged, defective, or incorrect items, please contact customercare@laballey.com and include:

• Your order number

• A brief description of the issue

• Photos of the issue, product label, and LOT# (if applicable)

• Any relevant test results or supporting documentation (if applicable)

Our team will review the issue and provide next steps. If, after review, the problem is determined to be our error, any eligible replacements or refunds will be processed at no additional cost to you.

Tracking details are emailed once your order has been processed and shipped, typically within 1–3 business days, depending on the items ordered.

There are a few common reasons:

• Your order is shipping to Alaska, Hawaii, or Puerto Rico and requires a formal quote to determine accurate shipping costs.
  
  

• One or more products in your cart cannot ship to Canada due to restrictions.
  
  

• The billing address entered does not match the address associated with the payment method on file with your financial institution.
  
  

• Your payment could not be processed.
  
  

• We are unable to ship to PO Boxes.

Need to place an order to Alaska, Hawaii, or Puerto Rico?
Please email the SKU, quantity, shipping and billing address to customercare@laballey.com, or call us at 512-668-9918 for assistance.

If you're still having trouble checking out, our team is happy to help.

Sometimes carriers mark packages as delivered a few hours before arrival. Please check with neighbors or your receiving department. If it doesn’t arrive within 24 hours, contact us.

If you have received a shipping confirmation email for only part of your order, please know that this could be for a number of reasons. Here are a few common scenarios.

1. Your products could be shipped from two separate warehouses.

2. Some products may take longer to fulfill and we do not want to hold up your entire order.

3. The products in your order are required to be shipped separately, based on the nature of the chemicals.

If you have any questions regarding your order and the possible reasons for a partial shipment please reach out to our customer care team. 

Tracking is only issued once your order ships. Orders containing hazmat or freight items may take longer to process due to special handling requirements.

If you have received notice that your order has been placed on hold, please know that this could be for a number of reasons. Refer to the following and then reach out to our customer care team with the appropriate information.

1. Our team may need additional information such as a complete address or phone number.

2. The product ordered may require a commercial address for shipping. 

3. If the product ordered is a specially denatured alcohol/ethanol, we may be missing a copy of your TTB permit.

If you have questions please reach out to our customer care team.

Yes. Updates depend on the carrier:

• UPS: Sign up for email or text alerts directly through UPS for real-time updates.

• Freight shipments: You’ll receive a PRO number and carrier details once your order ships.

You can easily access your invoice by signing into your account on our website. The login is located at the top of the webpage under the user icon .

1. Log in to your My Account dashboard.
   
   

2. Scroll down to find the order for which you need an invoice.

3. Click the three dots on the right side of the order.
   
   

4. Select View Invoice to download or print your invoice.

If you don’t have an account or need assistance, please email customercare@laballey.com with your order number, and we will send you a copy.

If you forgot your password, select the Recover Password option on the login page to reset it.

If there is no issue with the item (Customer-Initiated Return)

If you no longer need the item or ordered it in error, please email customercare@laballey.com with the following information:

• Your order number

• The item(s) you wish to return

• Confirmation that the item is unused, unopened, and in original condition

If the return is approved:

• A 20% restocking fee and original shipping charges will apply

• You will be responsible for return shipping

• We will generate an RMA number and provide return address instructions

Note: Some items are non-returnable due to chemical regulations or safety concerns.
For full details, please visit our Shipping & Returns Policy.

Once we receive and approve your return, refunds are usually processed within 5–7 business days. The time it takes for the funds to appear in your account may vary depending on your bank or payment provider.

If you have questions about your refund, please email us at customercare@laballey.com.

To avoid sales tax, submit your tax exemption certificate before placing your order. If tax is charged because the certificate wasn’t provided in advance, you’ll need to seek reimbursement directly from your state. We’re happy to update your account for future purchases. To submit your tax exemption, please complete the form here: Tax Exempt Application

.

A Hazmat Handling Fee is a $15.00 fee applied to orders containing hazardous materials when using a company’s UPS account. This fee helps ensure compliance and safe delivery.

The fee covers additional costs associated with:

• Meeting federal, state, and carrier hazardous materials regulations

• Proper packaging and labeling for safe transport

• Extra handling and specialized training required by shipping carriers

These measures protect people, property, and the environment. The fee is automatically added at checkout when applicable.

Certain products we sell are classified as hazardous or regulated under federal and carrier regulations. These items require special handling, packaging, labeling, and transportation to comply with safety standards.

To ensure compliance and safe delivery, a Hazmat Fee and/or Poison Pack Fee is applied to orders containing these items. This fee covers the additional costs associated with:

• Meeting federal, state, and carrier hazardous materials regulations

• Proper packaging and labeling for safe transport

• Extra handling and training required by shipping carriers

These measures protect people, property, and the environment. The fee is automatically added at checkout when applicable

Lab Alley accepts returns on eligible products that are unused, unopened, and in their original condition. To initiate a return, you must contact customercare@laballey.com for approval and instructions.

• Returns are subject to a 20% restocking fee plus the original shipping fee, and the customer is responsible for return shipping costs.
  
  

• Some products are non-returnable due to regulatory, safety, or chemical restrictions.
  
  

• Refunds are processed after we receive and inspect the returned items.
  
  

For detailed information on eligibility, timelines, and exceptions, please visit our full Shipping & Returns Policy.

We accept the following payment methods for your convenience:

• Major credit and debit cards (Visa, MasterCard, American Express, Discover)

• PayPal

• Apple Pay

• ACH payment

• Net 30 terms (for approved business accounts)

If you have questions about payment options or need assistance, please contact customercare@laballey.com.

If your product arrives damaged or with any issue, please contact us at customercare@laballey.com with the following information:

• Your order number

• A description of the issue

• Photos showing the damage or issue (if applicable)

• Photos of the product label and LOT# (if applicable)

• Any relevant test results or documentation (if available)

Our team will review your information and provide instructions for the next steps, which may include reshipping a replacement at no additional cost to you.

Your promo code may not work for several reasons:

• The promo code has expired.
  
  

• The items in your cart are not eligible for the promotion. Please note: Ethanol products are not applicable for promotions.
  
  

• The product you selected is not included in the promotion.
  
  

If, after reviewing your order, you still believe there is a technical error, please contact Customer Care for assistance at customercare@laballey.com or 512-668-9918.

Yes. Lab Alley provides competitive pricing for bulk purchases and high-volume orders. For customized pricing based on quantity or ongoing needs, please contact our team at (512) 668-9918 or email customercare@laballey.com.

Be sure to log into your account to ensure your pricing reflects accurately based on your account type and order volume.

If you are interested in a formal quote, you may also complete this form online: Lab Alley Quote

Yes, we provide custom chemical blending tailored to your specific needs.

Learn more: Chemical Blending Services

There are several ways to request a quote:

• Add items to your cart.

• Request a Quote: Quote Request. This is ideal for standard orders.

• Request a Bulk Quote: For large or bulk orders, submit your request at Bulk Quote Request.

• Contact Us Directly: Call us at (512) 668‑9918 or email customercare@laballey.com.

When contacting us, please include:

• SKU

• Product name

• Quantity

• Shipping address

• Billing address

We’ll respond promptly with a detailed, formal quote.

Lab Alley offers:

• Custom & Standard Packaging: Bottles, drums, totes, and more tailored to your needs.

• Expert Handling: Liquids and solids, including high-purity chemicals.

• Efficient & Accurate: Automated and customized filling processes.

• Private Labeling: Full-color printing or bring your own labels, with design support.

• Controlled Packaging: Optional environments to maintain quality and minimize contamination.
  
  

Get started: Packaging & Labeling Solutions

To reset or change your password:

1. Go to the Lab Alley login page.

2. Click “Forgot Password?” and enter the email address associated with your account.

3. Follow the instructions in the password reset email you receive.

If you do not receive the email or need additional help, contact Customer Care at customercare@laballey.com or 512-668-9918.

No. A W-9 form only provides your taxpayer identification information to a vendor or client—it does not grant tax exemption. To claim exemption from sales tax or similar taxes, you must submit a valid tax exemption certificate issued by your state or the IRS. Only certain entities—such as nonprofits, government agencies, or resellers—qualify. Make sure your certificate is complete, current, and provided directly to the vendor.

Disclaimer: This is general information and not legal or tax advice. Tax laws vary by state and entity type. Consult a qualified tax professional or your state tax authority for guidance specific to your situation.

At Lab Alley, we offer a curated range of Natural, Essential, and High-Purity chemicals to meet the diverse needs of individuals, businesses, and institutions across industries:

• Natural chemicals are derived from plant and animal sources and may be purified to improve quality and usability. Many of these products carry certifications such as USP/NF, FCC, Kosher, Halal, Organic, or RSPO, ensuring they meet recognized standards of quality and ethical sourcing.
  
  

• Essential chemicals include widely used substances—both natural and synthetic—found in household, commercial, and industrial settings. Common examples like isopropyl alcohol, hydrogen peroxide, and bleach serve critical roles in sanitization, cleaning, and manufacturing. These are typically offered in technical, laboratory, or industrial grades.
  
  

• High-purity chemicals meet rigorous standards established by the American Chemical Society (ACS), United States Pharmacopeia (USP), National Formulary (NF), Food Chemical Codex (FCC), and ASTM International. Each product undergoes extensive testing to ensure purity and is often third-party certified for reliability in scientific and industrial applications.
  
  

Lab Alley continues to grow with a commitment to quality, transparency, and accessibility, helping customers source the chemicals they need with confidence and convenience.

Product grades vary and are listed on each product page. Certificates of Analysis (COAs) are available for most products. If you do not see the information you need, please email customercare@laballey.com for assistance.

Lab Alley has on-site chemists available to assist with general chemistry and quality-related questions. Your Customer Relations Team is your primary contact and will help bridge questions to our chemists. In most cases, the chemist responds to the Lab Alley representative, who then relays the information to you.

Please note that Lab Alley does not provide consulting and cannot provide guidance on specific applications, formulations, or processes. We offer over 1,000 chemical products serving a wide range of industries, including:

• Aerospace – materials testing, coatings, and advanced research applications
  
  

• Pharmaceuticals & Biotech – R&D, formulation testing, and quality control
  
  

• Research & Development (R&D) Labs – academic, corporate, and government research labs
  
  

• Cosmetics & Personal Care – formulation development and testing of new products
  
  

• Food & Beverage – testing, flavor, and ingredient development, where applicable
  
  

• Industrial & Chemical Manufacturing – process development, prototyping, and specialty chemical production
  
  

• Education & Training – universities and technical schools for teaching labs and experiments

Because each customer’s end use and conditions are unique, our chemists provide only general chemistry guidance.

To ask a question, you can:

• Email customerservice@laballey.com
  
  

• Submit a question on the product page using the “Ask a Question” field

Proper chemical handling is essential to ensure safety and regulatory compliance. 

Follow these key precautions:

• Review the Safety Data Sheet (SDS) thoroughly before use.

• Use appropriate personal protective equipment (PPE), including—but not limited to—gloves and safety glasses.

• Conduct all work in well-ventilated areas or use suitable fume extraction systems.

• Avoid direct contact with skin and eyes.

• Prohibit eating, drinking, or smoking in chemical handling areas.

• Store chemicals according to guidelines outlined in the SDS or follow manufacturer’s guidelines and regulatory requirements.

• In case of exposure or spills, follow first-aid and emergency procedures outlined in the SDS.

Proper storage of chemicals is essential for safety and stability. Follow these guidelines:

1. Check the SDS: Always refer to the Safety Data Sheet (SDS) for specific storage instructions for each chemical.

2. Keep containers closed: Always keep chemical containers tightly sealed when not in use.

3. Separate incompatible chemicals: For example, acids should be stored away from bases, and oxidizers away from organics.

Special conditions: Some chemicals may require refrigeration, light protection, or moisture-free storage — check the SDS

Lab Alley offers the following standard documentation for applicable chemical products:

• Certificate of Analysis (COA)

• Safety Data Sheet (SDS)

• Technical Data Sheet (TDS)

• Certifications for products designated as Organic, Kosher, Halal, or RSPO-certified

Please check the product manual page at the individual product level to see which documents are provided. Some chemicals may include additional documentation to support your needs.

Additional documentation may be available upon request by contacting customercare@laballey.com.

If your documentation needs fall outside the list above, we recommend verifying availability before purchase. Lab Alley cannot guarantee that all documentation requests can be fulfilled and reserves the right to withhold documents due to supplier limitations or discretion.

Feel free to reach out—we’ll do our best to provide the documents you need.

An SDS (Safety Data Sheet) provides detailed safety and handling information about a chemical. It is organized into the following key sections:

1. Identification

2. Hazard(s) Identification

3. Composition/Ingredients

4. First-Aid Measures

5. Fire-Fighting Measures

6. Accidental Release Measures

7. Handling and Storage

8. Exposure Controls / Personal Protection

9. Physical and Chemical Properties

10. Stability and Reactivity

11. Toxicological Information

12. Ecological Information

13. Disposal Considerations

14. Transport Information

15. Regulatory Information

16. Other Information

These sections help ensure safe use, proper handling, and compliance with safety regulations.

Are all glassware items identical?
A: No. Our glassware is handmade, so slight variances between batches are normal. These differences do not affect the function or quality of the product.

What is the intended use of this glassware?

A: Our glassware is primarily designed for laboratory use. While it is made to high standards, it is not intended for culinary or decorative purposes.

Can I return or exchange glassware if it looks different from another batch?

A: Slight differences between batches are expected and not considered defects. Returns or exchanges are only accepted for damaged or defective items.  

Yes! Slight bloating is normal and does not affect product quality or performance. Please note that once depressurized, the container will not return to its original shape due to the material.

Safe Handling:

• Do not shake, puncture, or force open the container.
  
  

• Move it to a well-ventilated area away from heat or flames.
  
  

• Wear proper PPE: gloves, goggles, and a face shield, and follow all SDS handling instructions.
  
  

• If it is safe, slowly loosen the cap just enough to release internal pressure.
  
  

• Once depressurized, close the container securely and inspect the product before use.

If you’re unsure or uncomfortable opening it:
Place the container in a safe, ventilated area and take photos showing the bloating and the LOT#, or provide the LOT#. Our team will review your information and provide assistance.

Remember: Slight bloating is normal, never shake or puncture, depressurize only if safe, wear proper PPE, follow SDS instructions, and provide LOT# or photos for support.

• Go to the product page.
  
  

• Scroll just below the product photo to the Business Support section.
  
  

• Click the icons for SDS, COA, TDS, Certifications, or Spec Sheets.
  
  

• Product manuals are listed below this section.
  
  

• Click any link to view or download the PDF.

What if I can’t find the document I need?

Contact Customer Care at customercare@laballey.com for assistance.

Proper storage of chemicals is essential for safety and stability. Follow these guidelines:

1. Check the SDS: Always refer to the Safety Data Sheet (SDS) for specific storage instructions for each chemical.

2. Keep containers closed: Always keep chemical containers tightly sealed when not in use.

3. Separate incompatible chemicals: For example, acids should be stored away from bases, and oxidizers away from organics.

Special conditions: Some chemicals may require refrigeration, light protection, or moisture-free storage — check the SDS.