Buying Factory Direct Q.  Can I buy from Taylor directly? A.  With two exceptions, the answer is yes. However, it is not always to your best advantage to buy directly from Taylor even when it is possible. Read on. Here are the exceptions:   1. All Canadian orders must go through our master distributor in Canada, Lowry & Associates in Newmarket, Ontario (905-836-0505) or mlowry@lowryassociates.ca.   2. Orders for pool/spa testing products only from outside the U.S. and Canada must go through HornerXpress Worldwide in Fort Lauderdale, Florida (954-938-5355) or hxworldwide@teamhorner.com.   If your interest is in pool/spa testing products: Anyone, including consumers, may purchase directly from Taylor. But because we sell through a network of distributors who are the best in this business niche, you will find the lowest prices on our products at these distributors (if you are a consumer, at these distributor's customers—that is, the leading pool supply stores in your area). We do not compete with our distributors on price. Note:  In the trade? You can ask your Taylor distributor for a drop-shipment, and we will send the product(s) to you directly from our warehouse. If you are a Health Department, please call us for special assistance at 800-837-8548. If your interest is outside pool/spa testing products: We welcome your direct purchases. Buyers outside the U.S. and Canada may find it most convenient to communicate with us by fax at 410-771-4291. If your order will ship to Alaska or Hawaii: Shipments to Alaska and Hawaii often involve packing restrictions and special charges by the carrier for transporting orders outside the continental U.S. When purchasing from us directly, you pay ONLY the actual shipping cost (no handling fee for Taylor). Before processing your order, Taylor will notify you by e-mail of the carrier's charges for your approvals.

Credit Card Purchases Q.  What credit cards do you accept online? A.  VISA®, MasterCard®, Discover®, and American Express®.

Domestic Shipping Charges Q.  What are your shipping charges for orders shipped within the continental U.S.? A.  It depends on whether you choose to check out using a credit card or as an existing customer with open terms. In either case, Taylor will determine the fastest and most economical means of ground shipment for your order, within prevailing transportation regulations. Most orders are shipped via United Parcel Service (UPS) ground service within 2-5 business days. If you require special handling, please place your order by phone at 800-837-8548. Note:  Carriers may impose packaging restrictions and special charges for transporting your order. Our flat-rate charge for standard shipping DOES NOT include any special charges that are levied by the carrier on "dangerous goods" and certain glassware, nor "protect from freezing" service that you request. You will be notified by Taylor's customer service department before your order is processed if any such special charges apply to your order or if we cannot ship within the time specified. Immediate payment with VISA or MasterCard or Discover or American Express: You are eligible for our flat-rate service, as outlined below.           Total of Purchase (Pre-Tax)            Flat-Rate Charge for Standard Shipping                   $0 - $25.00                                                  $7.50                   $25.01 - $50.00                                          $5.00                   Over $50.00                                                 FREE Deferred payment: As an existing customer with open billing, your regular terms and conditions will apply. If you would like to review these, please call 800-837-8548 during normal business hours. Have your account number handy. Orders going to Alaska or Hawaii: Shipments to Alaska and Hawaii often involve packing restrictions and special charges by the carrier for transporting orders outside the continental U.S. You pay ONLY the actual shipping cost (no handling fee for Taylor). Before processing your order, Taylor will notify you by e-mail of the carrier's charges for your approval.

Other Taylors Q.  When did you stop carrying centrifuges/microscopes/furniture/other laboratory hardware? A.  You have us confused with Taylor Scientific (314-962-5555). Q.  When did you stop carrying thermometers and scales? A.  You have us confused with Taylor Metro Precision Products (630-954-1250).

Hours of Operation Q.  When are you open for business? A.  Our business hours are 8:00 a.m.-4:45 p.m., Eastern Time, Monday through Friday, except major holidays. Customer service department phone lines are open until 5:00 p.m. You may order or leave us messages anytime using our automated phone attendant (800-837-8548) or here on our website.

Turnaround on My Order Q.  When will you ship my order? A.  We maintain an extensive inventory, so many domestic orders are shipped within two business days and most will have shipped by five days from placement. (International orders may take five to seven business days to ship.) Some reagents, however, are made to order and may require additional turnaround time. Please discuss time-sensitive orders with a member of our customer service staff by calling 800-837-8548. In emergencies we may be able to alter our production schedule to accommodate a rush order. All rush orders are assessed a $25 special-handling charge (internal processing fee).

Shipping Hazardous Materials Q.  Can I specify a carrier? A.  Yes; order by phone on our toll-free line (800-837-8548) and discuss your preference with your customer service representative. Be aware, however, that regulations governing the shipment of chemicals—which may be considered "hazardous materials" or "dangerous goods," depending on the chemical and/or quantity of chemical in question—are complex. Our shipping department is well versed in these regulations. Absent specific instructions from you, they will determine the fastest and most economical way to ship your order. Special packaging to meet transportation standards may increase your shipping charge. Certain carriers also impose additional charges for transporting "dangerous goods." Ask your customer service representative to explain the shipping charges associated with your order.

Return Policy Q.  What are your terms for return shipments? A.  Customers are advised to check their orders immediately upon receipt since exchanges or credits are only considered with 30 days of shipment. If there is any problem, please contact customer service. You can assist us by referring to the Taylor Order Number on your packing slip. If return of merchandise is necessary, your representative will advise you about shipping regulations and generate the appropriate authorizations. A 20% restocking charge may apply. If any part of the order has been damaged by the carrier, retain the original carton and packing materials and immediately contact the carrier for an inspection. (As a courtesy, we can do this for you when the carrier is UPS.) If needed, Taylor will assist you by placing a new order while your claim is being processed. We do not accept returns on reagents unless they were shipped in error by Taylor or compromised before shipping. See below.

Returns on Reagents Q.  I don't need all the reagents I ordered. Can I return them? A.  We do not resell reagents. For this reason they cannot be returned for credit, unless the reagents were shipped in error by Taylor or their quality was compromised before they were shipped. To apply for an exchange or credit under these mitigating circumstances, you will need to know the lot number located on the bottom right-hand corner of the label. Note:  exchanges and credits are only considered within 30 days of shipment. Please check your order upon receipt and notify us immediately if there is any problem.

Sales Tax Q.  Do I pay sales tax on my purchase? A.  Appropriate tax will be added to the Order Total for orders shipped to Maryland and California.

Private Labeling Q.  Do you private-label test kits and reagents? A.  Yes. Pricing is determined by the size of the order. To see whether this option is right for you, please call us at 800-TEST KIT (837-8548).

Custom Kits Q.  Can you make a custom kit to my specifications? A.  Generally speaking, yes. The pricing depends on the size of the order and in most circumstances the components are restricted to those of our own manufacture. For a more definitive answer, please call us at 800-TEST KIT (837-8548). Note:  you always have the option of assembling your own customized kit from our cases, reagents, and other testing supplies.