Frequently Asked Questions
Q: I just ordered a file from your site (an SDS or some other digital download) and I can't get the download to work properly. Why isn't it working?
A: The system allows you one week from the time of purchase to download your digital file. Also, there is a retry limit of 10 times. This means if you click the link to download your file 10 times quickly without the system sending you your file it may count all of the clicks as attempts to download and expire your download.
Q: I returned my order but only received a partial refund. Why is this?
A: Unless prior arrangements are made, the refund applies only to the product cost. Also, be aware there is a 20% restocking fee. Unauthorized returns will be refused and are not subject to refund.
Q: I live in Canada but I can't place an order, so what can I do to make a purchase from your site?
A: The shopping cart used to have estimates for shipping into Canada but the charges were often incorrect or would only offer Air services into Canada. We disabled the online charges, but you can call (1-800-725-8893), fax (1-814-725-8103) your order or email us at firstname.lastname@example.org .
Q: Why do you want me to call in to confirm my order information if my order totals over $1,000?
A: This allows us to verify that the information provided is correct against potential typographical errors, missing information and that we have the correct contact information in case we need to contact you regarding the status of your order.
Q: When my order is placed how does the shopping cart authorize payment? Why did you call me for my credit card information again?
A: An authorization for the amount on the receipt is checked against the balance of your card. If the funds are available a hold gets placed for that amount until the time of shipping and then the card is billed and the funds are ‘captured’ for the final authorization. If the order has exceeded 30 days due to a back order we will need your credit card information again as the system will return the funds back to your account. We do not have access to your credit card information as it is encrypted except for the last 4 digits of the card.
Q: Why aren't you answering my/our email? I've sent several requests and never received an answer.
A: We have recently had to upgrade our mail server to include a Spam Filter to reduce the amount of junk email we receive as we were literally receiving thousands of junk email per week along with serious inquiries and even order requests. If you have some problems with an order or need assistance call or send us an inquiry form through our site as those do not get considered as spam.
Q: My order was put on hold. How can I expedite the process?
A1: If any of your contact information is left blank, filled with “N/A”, or scrambled letters chances are your order was put aside as orders with complete information are tended to first. If you want your order to be a high priority please fill out your information completely.
A2: Sometimes the item you requested is not in stock. When some items are ordered it can take up to 3 weeks to get in. We realize this is a major inconvenience, but some of the larger distributors/suppliers have long lead times to get product out. If this is a high priority item, please let us know so if it is not in stock and you need it immediately we can make other arrangements for you.
Q: My order hasn't arrived yet. Why has no one has notified me about its whereabouts?
A1: If there is no phone number or email address listed in your contact information when submitting an order and there is a problem or question regarding your order it may cause a delay in its processing. Please fill out all the contact information so that we may better serve you.
A2: If the ship-to address provided was a P.O. Box your order has been put on hold until we receive a street address for delivery.
We do not sell your contact information to third-party companies or make solicitations to you by phone or email.
A3: If you ordered a product that says “BUSINESS PURCHASE ONLY” and you do not provide your EIN your order will NOT be shipped. There are no exceptions to this policy.
Q: Why don't I get a tracking number soon after placing the order?
A: When your order is received it needs to be packaged for shipment. Since some chemical products can not be packaged together, there could be multiple boxes. To obtain your tracking number, please either email to email@example.com or call 1-814-725-3330.
It may take up to 14 days.
Q: Why is my order taking so long to arrive?
Q: What do you mean by "Truck Freight" on some items?
A: “Truck Freight” means the item must go by semi or tractor-trailer; UPS and FedEx will not carry the item. To offset the cost, you may need to order with another person or company or buy a large volume of that product.
Q: My credit card was declined. I know my balance on it will allow for the charges the products I'm ordering so why is it still declining?
A: One of the most common reasons a credit card declines is the merchant services provider requires that your information entered during check-out matches the billing information on your credit card statement exactly as it appears.
Q: Why can't you ship my package by US Mail? Can I mail my return by US Mail?
A: The US Postal Service will not accept ANY hazardous material including limited quantity products. We use UPS as our primary carrier as they can handle hazardous and non-hazardous materials for us. We also use FedEx for some of our shipments.
If you ship your return by US Mail and it is hazardous you may be liable for a major fine should your package be discovered to be out of compliance. That fine can be several thousand dollars and/or a jail/probation sentence.
Why can't I receive certain items
A: Please keep in mind that Air and barge services are only available to Hawaii, so hazardous materials charges may be costly for cases of product since cases have to be broken down into smaller shipping units.