the most trusted name in water testing

Frequently Asked Questions

Answers to Common Questions from our Customer Service Department

Have a question about ordering, shipping, custom kits, or more? We have compiled a list of frequently asked questions for your convenience. Should you need more information, please call 800-TEST KIT.


Hours of Operation

When are you open for business?

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.

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Credit Card Purchases

What credit cards do you accept online?

VISA, MasterCard, Discover, and American Express.

An additional amount will be automatically added to the issuer's authorization to cover any potential charges for transporting hazardous materials, glassware special packaging, etc. If such special charges ultimately apply to your order, you will be notified by customer service before the order ships and before your account is actually charged.


Credit Card Orders: An additional 15% will be automatically added to credit card purchases for authorization of any potential charges for shipping, hazardous materials, glassware, special packaging, etc. If your shipment requires additional charges, customer service will contact you. Your credit card will be charged the actual cost that is reflected on your invoice.

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Sales Tax

Do I pay sales tax on my purchase?

Appropriate tax will be added to the Order Total for orders shipped to Maryland and California.

Since California has multiple rates, a 10.25% sales tax will appear on the checkout screens when placing an order online. This amount will be adjusted when your order invoices.

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Return Policy

What are your terms for return shipments?

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 “Our 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. 

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Returns on Reagents

I don't need all the reagents I ordered. Can I return them?

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.

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Buying Factory Direct

Can I buy from Taylor directly?

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.

Here are the exceptions:

All Canadian orders must go through our master distributor in Canada, Lowry & Associates in Newmarket, Ontario (905-836-0505) or

Orders for pool/spa testing products only from outside the U.S. and Canada will go through one of the following partners:

5755 Powerline Road
Fort Lauderdale, FL 33309
Phone: 954-938-5355
Fax: 954-938-5244

12870 NW S. River Drive
Medley, FL 33178
Phone: 305-887-4677

2654 NW 112th Ave
Doral, FL 33172
Phone: 305-599-9913


If you are interested in pool/spa testing products:

Anyone, including consumers, may purchase directly from Taylor. Our company has long-standing relationships with the industry’s leading wholesale distributors and encourages retailers, dealers, service professionals, and builders to contact one of them listed here and ask for the product you are looking for. Drop-shipments from distributors to the trade are available upon request.

If you are an Environmental Health Professional, please call us for special assistance at 800-837-8548.


If you are interested in industrial testing products:

We welcome your direct purchases. Buyers outside the U.S. and Canada may find it most convenient to communicate with us by e-mail at


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Private Labeling

Do you private-label test kits and reagents?

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).

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Custom Kits

Can you make a custom kit to my specifications?

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 also have the option of assembling your own customized kit from our cases, reagents, and other testing supplies.

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Domestic Shipping Charges

What are your shipping charges for orders shipped within the continental U.S.?

Taylor will determine the fastest and most economical means of ground shipment for your order, within prevailing transportation regulations. Severe cold weather conditions throughout the country may cause shipping delays. We appreciate your business and will make every effort to expedite this shipment. . Our current lead time is approximately 7 business days. Additionally, while the cold weather persists throughout parts of the country, we will not be shipping on Fridays in an attempt to avoid products freezing over the weekend. If your order requires special handling, please provide that information in the Notes section of your order. 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 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.

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

$25.01 - $50.00

Over $50.00





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.

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Shipping Hazardous Materials

Can I specify a carrier?

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.

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Turnaround on My Order

When will you ship my order?

Severe cold weather conditions throughout the country may cause shipping delays. We appreciate your business and will make every effort to expedite this shipment. Our current lead time is approximately 7 business days. Additionally, while the cold weather persists throughout parts of the country, we will not be shipping on Fridays in an attempt to avoid products freezing over the weekend.

In emergencies, we may be able to process your order. For a $25.00 rush handling fee, your order will ship within 24 hours of placement if the item is in stock.

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Other Taylors

When did you stop carrying centrifuges/microscopes/furniture/other laboratory hardware?

You have us confused with Taylor Scientific (314-962-5555).


When did you stop carrying thermometers and scales?

You have us confused with Taylor Metro Precision Products (630-954-1250).

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