Frequently Asked Questions

Every order placed online or through our customer care team will generate a confirmation email that includes the order number.

If you have not received your confirmation we request that you first check your spam folder and ensure that the correct email address was used at the time of placing your order. If you still can not locate the confirmation email please contact customer care.

We are glad to hear that you and your company are interested in using our products to serve your customers. Unfortunately, we are not currently offering any white label or custom labeling services. 

The good news is that we are growing very rapidly and encourage you to check back in from time to time to see if this policy has changed. 

We understand that our customers will sometimes require a copy of the shipment’s bill of lading. We are more than happy to provide this documentation for you. Simply email us at customerservice@laballey.com to submit this request. 

Please note that you will need to include your order number in this request to receive your bill of lading in a timely manner.

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.

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 shipping out of 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. 

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 customerservice@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.

We understand that sometimes changes need to take place after an order has been processed. These changes may include removing products, replacing grades, or even just updating quantities. In most cases we are able to accommodate these changes as long as tracking information has not been assigned to your order.  Please call our customer care team to expedite these changes for you.

If you have already received tracking information it means that your order is on its way and can not be changed.

Lab Alley takes pride in our ability to ship out our essential chemicals to our over 80,000 customers within 24 to 48 hours.*

*Oversize freight orders, specialty made to order and restricted products may take longer to prepare for shipping. These examples can require special packaging and handling as well as additional quality assurance. 

We are able to ship directly to Canada. As you know, when shipping an order from the USA to Canada, there are 3 different types of charges associated with your order – actual shipping charges, duties, and taxes. The good news is that our website will display all these charges in your shopping cart before you make the purchase!

If you are outside of the USA and Canada, we can ship to a freight forwarder within the USA. Please put the freight forwarder as the shipping address on your order. We will ship to them and then they can take care of the shipping to you. (Note: We do not provide international shipping documents).

There are a few reasons that may be causing this. 

1. Your order is shipping to Alaska or Hawaii and will need a manual quote.

2. There are restrictions on the products in your order regarding entering Canada.

3. There was a problem processing your payment.

4. We are unable to ship to a PO Box.

If you need a manual quote please request one here.

If you need assistance completing your order, please reach out to our dedicated team.

There are a few reasons to cause an order to ship via freight rather than UPS Ground. Lab Alley and our carriers have a weight limit of 150 lbs that will trigger freight shipping. Some products can legally and safely only be shipped by a freight carrier. 

Please note that some specific products shipping to Canada may require delivery by a freight carrier to meet importing regulations.

Lab Alley is happy to offer our customers this flexibility when it comes to shipping. To use your own shipping account please call our customer care team to place your order.

Information our customer care team will require

1. Product name/SKU number

2. Quantity

3. Size of each product

4. Shipping address (billing if different)

5. Shipping account number

6. Payment method

Most of our products are eligible for local pick-up from our Central Texas warehouse. Our customer care team is standing by to assist you with these orders.

Please give us a call to set up your appointment for pick-up. Our customer care team will need the following information.

1. Product name/SKU number

2. Quantity

3. Size of each product

4. Shipping address (billing if different)

5. Shipping account number

6. Payment method

For your convenience, order invoices are accessible through your customer dashboard.  Please use this guide to access those.

If you are unable to locate the invoice for your order in your customer dashboard, please request a copy by emailing our customer care team.

We understand situations arise and orders occasionally need to be canceled.  A cancellation must be processed prior to tracking information being generated. If your order has not been assigned tracking, please call our customer care team immediately to confirm cancellation and stop the shipment. 

Once canceled you will receive an email confirmation from one of our dedicated team members.

Prior to submitting a purchase order your company needs to establish a credit line with us. You can complete our Credit Line Application for our team to review. Approval can take 1 to 2 business days, but please reach out if you wish to expedite this process to place an immediate order.

Once your application has been approved, you have the ability to submit purchase orders in a few different ways.

1. Submit Purchase Order (located in our website footer)

2. Email your purchase order to accounting@laballey.com

3. “Pay” via purchase order at checkout

All eligible customers can complete our online exemption form.  A member of our team will review and process your form within 2 business days.  If you need to place an immediate order, please call our customer care team to expedite this process for you. 

Please note, if you place an order prior to receiving your approval, taxes can not be refunded.

For your convenience we are able to accept a number of payment methods. These include the following.

1. Credit Card (VISA, MasterCard, AMEX, and Discover Card)

2. PayPal

3. ACH

4. Wire (Fee applies)

5. Check

We are happy to hear that you are interested in learning more about our quality products and competitive pricing. Our website displays all accurate pricing on our products, shipping rates, and taxes. Those will be displayed prior to payment. 

If you are interested in our bulk pricing or require a formal quote we invite you to submit a quote request through our website. Our quotes are valid for 30 days.

We have a number of ongoing promotions!

1. SMS Signup 

2. Email Notification Signup

3. Bulk Discounting

4. Rotating Special Offers, Product Discounts, and Holiday Promos

Make sure you subscribe to our ongoing email newsletter to stay updated on current promotions.

We strive to preemptively provide the best possible pricing for our customers. However, we are always happy to take a look at a competitor offering a comparable product at a lower price.  We are committed to earning and keeping your business! 

Please feel free to reach out to our team if you have any questions.

Please email our dedicated customer care team if you have any questions regarding your product. In your email, include as many details as you deem necessary so that we can provide you with the most accurate information.

Your inquiry will be reviewed by our on-staff chemist and we will reply with the appropriate response.

Different industries and applications have different requirements for chemical purity. As a result, chemicals can be classified under multiple grades.

Chemical Grade from Highest to Lowest Purity.

1. ACS: A chemical grade of highest purity and meets or exceeds purity standards set by American Chemical Society (ACS).

2. Reagent: High purity is generally equalled to ACS grade and suitable for use in many laboratory and analytical applications.

3. USP: A chemical grade of sufficient purity to meet or exceed requirements of the U.S. Pharmacopeia (USP); acceptable for food, drug, or medicinal use; may be used for most laboratory Purposes.  Commonly referred to as food grade.  Must adhere to specific regulations and standards to ensure they do not pose a risk to human health when consumed.

4. NF: A grade of sufficient purity to meet or exceed requirements of the National Formulary (NF).

5. Lab: A chemical grade of relatively high quality with exact levels of impurities unknown; usually pure enough for educational applications. Not pure enough to be offered for food, drug, or medicinal use of any kind.

6. Purified: Also called pure or practical grade, and indicates good quality chemicals meeting no official standard; can be used in most cases for educational applications. Not pure enough to be offered for food, drug, or medicinal use of any kind.

7. Technical: Good quality chemical grade used for commercial and industrial purposes. Typically used when the level of purity required might be lower, as long as the impurities do not interfere with the intended industrial application.  Not pure enough to be offered for food, drug, or medicinal use of any kind.

Other commonly used grades

• Semiconductor/Electronic Grade: Electronic grade chemicals are used in the electronics industry. They need to have extremely low levels of impurities to prevent interference with electronic properties in semiconductor and electronic component manufacturing.
• Industrial Grade: Industrial grade chemicals are used in various industrial processes where high purity might not be essential. They are often selected for cost-effectiveness and suitability for specific industrial tasks.

For your convenience, the majority of the certifications are located on the corresponding product page. If you have viewed the webpage and cannot locate the certification you are searching for, please feel free to reach out to us and a dedicated team member will process your request. 

Information to include in your request

1. Product name 

2. Product SKU

3. Certifications required (Organic, Kosher, Cruelty-Free, etc.)

For your convenience, the majority of the certificates (COAs) are located on the corresponding product page and can be conveniently downloaded. If you have viewed the webpage and cannot locate the certification you are searching for, please feel free to reach out to us and a dedicated team member will process your request. 

Information to include in your request 

1. Product name

2. Product SKU

3. Order number

4. Lot number

5. Where to send the COA

For your convenience, the majority of the product safety sheets (SDS) are located on the corresponding product page. If you have viewed the webpage and cannot locate the certification you are searching for, please feel free to reach out to us and a dedicated team member will process your request. 

Information to include in your request

1. Product name(s)

2. Product SKU(s)

3. Where to send the SDS

Each product and city/county/state will have different processes and regulations in regards to disposal. We advise you to contact your local waste management expert or facility and consult with them. 

311 is also a great resource to answer these questions.

In some cases we are able to supply SDA/Ethanol without a TTB permit as long as your order meets the legal criteria. “Any individual address can not receive more than 5 gallons of SDA/Ethanol within a calendar year without a TTB permit.” 

You can look into applying for a permit on the TTB website. Please email your permit to customerservice@laballey.com and include your order number if applicable.

Although we have climate controlled warehouses and take extra precautions when it comes to packing our products for your order, our customers do occasionally still receive a container that shows signs of chemical bloating.

Here are some possible causes of chemical bloating

1. Excessive heat during the summer

2. Transportation

3. Specific products are more prone to this

What to do if you receive a bloated container

1. Put on the appropriate personal protective equipment

2. Slowly release the pressure build up by twisting off the cap

3. Reach out to our team if you need any guidance on safely handling the material

Rest assured that if your product arrives with a bloated container there is NO change in the quality of the material.