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

U.S. Customer?

Domestic customers are welcome to order direct through Taylor. However, Taylor has a very reliable Pool and Spa distributor network who have years of experience in servicing customers. We encourage all retailers, dealers, service professionals, and builders to work with a preferred distributor in your area. Click here to see distributors in your area.

International Customer?

International customer requests are considered based on industry interest. See below for more information.

Pool & Spa interest: For a referral to one of our trusted international distributors please contact us at

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

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

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

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 Policy

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. Our current lead time is approximately 7 business days. Please note any pertinent requests such as expedited shipping or special handling clearly on your purchase order or in the “order notes” section when checking out through the website. Due to the nature of our products, there may be additional charges imposed by the carrier. Our flat-rate shipping charge does not account for any costs levied by the carrier such as dangerous goods or glassware fees. You will be notified before your order is processed if any such fees apply.

Rush Fee Rates

$0 - $499 = $25

$500 - $999 = $50

≥ $1,000 = $100

We will only proceed with a rush order if all the required products are in stock. Please contact our Customer Service Department (800-837-8548 or to check stock before placing the order. A rush ensures that the order will be shipped from our facility within 24 hours. The rush fee is determined by the order total (see the chart at right for rates). Only rush orders placed before noon (12:00 PM EST) will be eligible for same day shipment; otherwise, all orders will ship the next business day.

Our FOB shipping point is Sparks, Maryland. Per FOB standards, all product liability transfers from Seller to Buyer as soon as the product is safely loaded to the agreed-upon transport. If a carton arrives visibly damaged, do not accept it. Please inspect all shipments immediately upon arrival. If you discover that any product is damaged, contact the carrier to file a claim. Do not dispose of the product as a source inspection may be required to complete the claim.

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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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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