Frequently Asked Questions – Lab Alley

Frequently Asked Questions

How to search for products on laballey.com?
How to place an order online at laballey.com?
Why do I have to pay a Hazmat Fee?
Does Lab Alley provide any instructions or directions for various uses of our products?
Does Lab Alley custom package and private label our products for our customers?
Accreditation and Certifications.
Business Account Set Up at Lab Alley.
I need a formal quote.
Do you offer Bulk/Special Order pricing?
Do you offer expedited shipping?
When will my order be shipped?
Does Lab Alley ship to Alaska and Hawaii?
Does Lab Alley ship internationally?
USA Shipping Coverage and Policies.
I received the email with my tracking number, but UPS says it is not a valid number.
Restricted Chemical Shipments?
What is your cancellation policy?
What is your return policy?
How can I check the status of my order?
What if the item I want isn’t in stock?
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How to search for products on laballey.com?

To begin, you may utilize any of the product category links in the blue bar on our home page to narrow down your search or simply type the name of the product in the search bar.  If you are unsure of whether Lab Alley, LLC carries the product you need, you may call our Customer Service hotline Monday through Friday from 9 AM to 6 PM at 512-668-9918.

 

How to place an order online at laballey.com?

Find the first product you need to purchase, once you are on the product page you will choose the quantity and then click on the red button “Add to Shopping Cart”.  This will add your first item to your cart.  You may then go to additional product pages to add other items to your cart in the same manner.  Please note that our system will automatically add Hazardous Material and/or Poison Pack required fees to your cart for each product that they are required for. 

Once you have completed adding all of the items you need to purchase to your cart, you will be asked to choose which “Industry” is representative of your purchases.  If you are purchasing products for your own Individual use, you can also choose “Individual” in the dropdown box.  Next, click the blue “Check out” button. 

You will proceed to the second page of the ordering process.  On this page you will input your email address, shipping address, telephone number, and any discount code you may have in the “Discount Code” box on the right side of the screen.  You will now be able to click on the blue button “Continue to Shipping” for shipping costs to be calculated and added to your order. 

You will now be able to review your order total prior to proceeding to the payment screen.  The payment screen is the third page in your ordering process and allows you to input your preferred form of payment from the choices provided.  If the billing address for your credit card is the same as your shipping address, check the appropriate box.  If you have a different billing address, you may enter that address in the spaces provided. 

Once your payment has been processed the final screen in your ordering process will provide you with your Order Number and say Thank You!

 

Why do I have to pay a Hazmat Fee?

Hazmat Fees are required by shipping carriers for special handling of hazardous materials.

 

Does Lab Alley provide any instructions or directions for various uses of our products?

We sell raw chemical products for our customers, like you, to utilize in making their own products.  Our products hence do not come with any directions or instructions as there are many uses for each product.

We advise you to search professional online sources for any directions on utilizing our various chemicals for your specific application or consult a chemist that would be capable of calculating detailed solutions, formulas, and mixing instructions for your end product.

 

Does Lab Alley custom package and private label our products for our customers?

All of the products we sell at laballey.com are labeled as Lab Alley products.  We do not provide private label packaging services, but please note that our customers are preapproved to utilize our products, once received, and relabel them to sell as you prefer.

 

Accreditation and Certifications:

Our suppliers have all accreditations and certifications within the industry such as ISO 9001, and other accreditations and certifications. They rely on us to distribute their products to a large and diverse audience. Most of our products are made in the USA. All products are manufactured with the highest quality and standards. A Certificate of Analysis (COA) is on file for all our materials.

If you would like to request a COA of a material prior to making a purchase, please email customerservice@laballey.com with the item number.

 

Business Account Set Up at Lab Alley:

If you wish to apply for Net 30 terms, please do the following:

A.      Register. Register as a customer on our website here:  www.laballey.com/account/register.

B.      Credit Application. Email customerservice@laballey.com to request a credit application. When completed email the application to accounting@laballey.com.  We will notify you of the status of your credit application.

C.       Additional Information (W9, etc.). When you send your credit application please indicate what additional information you need from us to complete the business set up on your end.    

D.      Submit Purchase Orders. When your business account has been approved, all purchase orders need to be submitted to accounting@laballey.com.  Once your purchase order is processed you will get an order receipt and invoice emailed to the address on file. All purchase orders are placed on our website under your business account. Once the order is shipped, our website will send you a tracking number to the email address on file with the order. When the order is shipped, our accounting system will send you an invoice via email.  

All approved business customers get net 30 payment terms with a $250 minimum order.

 

I need a formal quote.

Our website displays all the accurate pricing on our products. During the checkout process our website will show the shipping rates for your order. Some products ship via LTL freight. The shipping rates are calculated for you at checkout.

If you need a formal quote from our accounting department, please e-mail accounting@laballey.com.

 

Do you offer Bulk/Special Order pricing?

For bulk and special pricing please contact Customer Service at 512-668-9918 ext. 102.

Bulk Supply

We offer our products in small pack bottles, drums, and totes. We do not offer tankers and truckload sizes. If you are looking for a tanker or truckload of material, we are not your company!

 

Do you offer expedited shipping?

Our normal shipping is via UPS ground shipment and all orders are processed quickly, so expedited shipping is not usually needed.  When our customers require overnight or other forms of expedited delivery, we are able to provide that service by utilizing our customer’s FedEx or UPS Account Numbers to facilitate their needs.

 

When will my order be shipped?

All new orders are processed and shipped in a timely manner.  Our Texas warehouse is able to ship your products out the same “business” day you place your order prior to 1 PM.  If after that time, we will ship your order out the following day.  All products that ship from our Pennsylvania warehouse will have a 2 to 3 “business” day lead time to process and ship due to the nature of the specialty chemicals shipped from that location.

 

Does Lab Alley ship to Alaska and Hawaii?

Yes, we have many customers in the states of Alaska and Hawaii.  Our system does not automatically calculate the extra costs for shipments to Alaska and Hawaii so we always notify our customers and obtain your permission to charge the additional amount on your existing credit card.

If you approve the additional cost, our Controller will process the payment for you.  If you do not approve the additional charges, we can cancel and refund your order for you.

 

Does Lab Alley ship internationally?

Canada

We do ship to Canada; however shipping costs will be much higher. 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! We have spent countless hours and cutting-edge technology to integrate Canadian shipping into our e-commerce website. We want to make the order process seamless for you!   

We cannot ship to a PO Box. You must enter a physical address for shipping.

International Shipping

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).

 

USA Shipping Coverage and Policies:

Contiguous 48 States

We are shipping within the contiguous 48 states which exclude Alaska, Hawaii, and Puerto Rico. Our website will display shipping prices for the contiguous 48 states.

Non-Contiguous States

We are able to ship to the non-contiguous states of Alaska and Hawaii, and all other off-shore insular areas, such as American Samoa, U.S. Virgin Islands, Northern Mariana Islands, Guam and Puerto Rico; however shipping costs will be much higher. We do not “mark up” or profit from the additional shipping costs. Actually, we apply our significantly discounted shipping prices from our preferred carriers UPS and FedEx and apply that shipping discount to your order. We always strive to take care of our customers no matter where they are located. Once we receive your order, we will notify you of the additional shipping costs (Typically, we will send you an invoice via e-mail for the charges so you can easily pay online). Once the additional shipping charges are paid, we will immediately ship your order. Please be patient on this process as we want to help and want the business!   

Some products may not be able to be shipped to the non-contiguous states.

PO Box

We cannot ship to a PO Box. You must enter a physical address for shipping.

 

I received the email with my tracking number, but UPS says it is not a valid number.

Our shipping department prints the labels and assigns tracking numbers first thing every morning and then the carriers do not pick up until between 3 and 6 PM every day.  The carriers don't have any information to add to your tracking number until the following day actually, so check back around lunch time tomorrow and they should have updated information on there for you.

 

Restricted Chemical Shipments?

Chloroform and other Restricted Chemical Shipments:

Important: All restricted chemical products will only be shipped to Schools, Universities, Laboratories, or Companies. If you are an individual ordering this product, it will not be shipped to you. It will be deleted from your order and the rest of the order will be shipped without your confirmation. 

 

What is your cancellation policy?

Our cancellation policy is as follows:

We can accept cancellations. However, once an order enters the shipping process, it cannot be canceled (i.e. if the order is already picked for shipping, tracking number generated, etc). If you would like to request a cancellation, please e-mail us at customerservice@laballey.com. We will put in the request and notify you by email if the cancellation was processed or of your tracking number, if it shipped.

 

What is your return policy?

Our return policy is as follows:

Product Returns for Orders Delivered

Lab Chemicals and Supplies cannot be returned due to safety and health issues. If you return one of these products, no refund will be issued.

Customer Order Delivery Issue (RTS or Undeliverable)

If you reject your order (Returned to Sender) or if it is undeliverable for some reason and the order arrives back to our facility intact and is resalable, we will deduct the following from your refund:

  • Shipping Fees and Charges. Shipping fees are not refundable. In addition, you will be charged a return shipping fee equal to the fee charged on your original order. Example: If your order had an original shipping charge of $14 then you will be charged a $14 fee for the return shipping. Example: $14 x 2 = $28.00
  • Restocking Fee. 20% restocking fee on product.

 

How can I check the status of my order?

Chemical orders sometimes take longer to process due to DOT regulations on both Non-Hazardous and Hazardous Chemicals. We adhere to very strict shipping guidelines when picking, packaging, and labeling your chemical order.

As soon as your order is shipped, you will receive a tracking number to the e-mail address on file with the order.  

 

What if the item I want isn’t in stock?

In-stock

Our website accurately shows what products are in stock. So, if the product is available to purchase online it is in stock!

Out of stock items

If a product is out of stock it will display a “Not in Stock” note next to the Item Number. If a specific Item Number is out of stock, please check the availability of the other sizes of the same Item Number as in most cases we have the other sizes in stock. You can do this by inserting the master Item Number/Model Number in our search bar on our website.

Get notified when an item is back in stock

If you want to be notified when a certain product is back in stock, please find the item on our website. Scroll down on the page and click the button “Temporary Out of Stock - Request An Email When Available” then insert your e-mail address.

 

¿Existe una versión en español de su sitio web?

Sí, (haga clic en la bandera española) A la mano izquierda arriba.