Shipping & Orders
How do I know that my order went through?
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 cannot locate the confirmation email, please contact customer care.
Can I dropship products through Lab Alley?
If you are a purchaser or a third-party ordering on behalf of a customer, we are more than able to ship directly to your customer’s address. Please be aware that our branding is displayed on all of our materials. Additionally, the shipping label on the order will include our company information.
Does Lab Alley produce any white-label products?
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 we encourage you to check back in from time to time to see if this policy has changed.
How can I get a bill of lading?
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 info@chemicalglobal.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.
Why is my order on hold?
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.
- Our team may need additional information, such as a complete address or phone number.
- The product ordered may require a commercial address for shipping.
- If the product ordered is specially denatured alcohol or ethanol, we may be missing a copy of your TTB permit.
If you have questions, please reach out to our customer care team.
Why has only part of my order shipped?
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.
- Your products could be shipping out of two separate warehouses.
- Some products may take longer to fulfill, and we do not want to hold up your entire order.
- 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 or the possible reasons for a partial shipment, please reach out to our customer care team.
How do I report a damaged order?
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 info@chemical-global.com immediately.
In the email, please include the following:.
- Pictures of the package’s condition
- Pictures of the damaged product.
- Order number
- Name/SKU of the damaged product
- Any additional details you feel are relevant
Once we receive your email, a dedicated team member will review the provided information and get back to you as soon as possible.
How do I report a lost order?
If your tracking indicates that UPS has lost your order, please reach out to us by emailing our customer care team at info@chemical-global.com immediately. Please include your name and order number, along with the tracking number for the missing package.
Is it too late to change my order?
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 cannot be changed.
I’ve placed my order; what kind of lead time can I expect?
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 products, and restricted products may take longer to prepare for shipping. These examples can require special packaging and handling, as well as additional quality assurance.
Can I order internationally?
We are able to ship directly to Canada. As you know, when shipping an order from the USA to Canada, there are three 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.).
Why am I unable to complete my checkout?
There are a few reasons that may be causing this.
- Your order is shipping to Alaska or Hawaii and will need a manual quote.
- There are restrictions on the products in your order regarding entering Canada.
- There was a problem processing your payment.
- 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.
Can I expedite my order?
While we cannot expedite any shipping due to the nature of the chemicals, we do have a dedicated customer care team standing by that can assist you in getting your order out the door as quickly as possible.
Where will my order be shipped from?
Lab Alley proudly ships all of our products from the USA. The vast majority of orders are shipped out from our warehouse in Central Texas. While our more specialty products are typically shipped from our Pennsylvania based warehouse.
Why is my order shipping by freight carrier?
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.
What carrier will be shipping my product to me?
Ground shipments from our main warehouse will be transported by UPS. Orders from our specialty warehouses may be shipped by FedEx. Any orders that require freight shipping will be shipped by one of the following: Southeastern Freight, SAIA, or R&L.
Can I use my own FedEx/UPS account to ship my order?
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
- Product name/SKU number
- Quantity
- Size of each product
- Shipping address (billing, if different)
- Shipping account number
- Payment method
Can I pick up my product directly from the warehouse?
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 pickup. Our customer care team will need the following information:.
- Product name/SKU number
- Quantity
- Size of each product
- Shipping address (billing if different)
- Shipping account number
- Payment method