Shipping Policy
It is the policy of Trilogy Analytical Laboratory to ship orders in a timely manner. We strive to keep all catalog items in stock and readily available for shipment. If unforeseen circumstances arise that could cause a delay in shipment, Trilogy will make every effort to contact the customer directly to relay this information. Due to the nature of products being shipped, there is always a chance that items may be delayed in customs for review or inspection. If this occurs please do not hesitate to contact Trilogy at shipping@trilogylab.com to bring this issue to our immediate attention and we will provide any applicable assistance we are able for the situation.
Trilogy’s standard method of shipping is via UPS but we are also able to ship packages via FedEx and DHL using a customer supplied account only. By using FedEx and DHL please account for 1 to 2 extra days for shipment pickup and delivery. When placing an order, you have the ability to ship your package either Ground, 2nd Day Air or Next Day Air to better meet the customer’s needs.
When placing an international order please allow an additional timeframe to finalize the order and shipment costs as these vary widely from region to region. All international orders will require additional information be provided via email once a representative from Trilogy contacts you within 24hrs to finalize all the details. Please be aware that any additional customs and clearance fees associated with the shipment will by the buyers responsibility.
Returns and Refunds
Trilogy makes every effort to ensure you receive the correct product for your specific application, but due to the unique industry we serve there is a possibility that a wrong item could be chosen during checkout or received. If this instance arises, please contact customerservice@trilogylab.com or give us a call at +1-636-239-1521 to help with this issue. Please have your order number ready to be provided so we can find your details quickly!
Some products, because of their nature, are unable to be returned. This includes:
– Analytical Standards
– Certified Reference Standards
– Certified Reference Materials
– Custom produced items
A: An order confirmation email will be sent, please check this to make sure your address is correct, if your address is incorrect please email Orders@TrilogyLab.com immediately and we will do our best to update your details.
Q: I entered the incorrect address on my order, how do I update it?
A: If you’ve entered the incorrect details, you must contact via email immediately (within 1 hr). Received orders are automatically sent to our shipping team who prepare your order for shipment ASAP. Please email Orders@TrilogyLab.com with the subject line “ONLINE ORDER – INCORRECT ADDRESS” and we will do our best to correct discrepancies.
Q: I ordered an incorrect item(s), how do I update it?
A: If you’ve placed an order for an incorrect item, you must contact via email immediately (within 1 hr). Received orders are automatically sent to our shipping team who prepare your order for shipment ASAP. Please email Orders@TrilogyLab.com with the subject line “ONLINE ORDER – INCORRECT ITEM” and we will do our best to correct discrepancies.
Q: When will my order ship?
A: Once you’ve placed an order please allow up to 72 hours for order processing for stock catalog items. Processing times vary due to the volume of orders we are managing. As soon as your order has been shipped you will receive a shipping confirmation email with all your tracking/shipment details.
Q: How long does shipping take?
A: Shipping times vary depending on your location. Shipments within the continental US should be complete within 3-5 business days from the date of dispatch. International shipments (outside of the US) should be complete within 7-10 business days from the date of dispatch. Shipping dates do not include time for customs clearance.
Q: How are custom fees handled?
A: Please take note that you, the buyer, are responsible for any VAT, tariff, duty, taxes, additional handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand and cannot give an estimation of the cost. As an international customer, we encourage you to do research before ordering to ensure all charges are understood and expected when clearing your package through customs.
Orders may be returned for various reasons including: non-payment of tariffs, incorrect address, unclaimed at post office, etc. If a package is returned or rejected, the customer will be contacted and will be required to pay for re-shipment of package.
Q: My order has shipped to the wrong address, what do I do?
A: Please call your local UPS to begin an inquiry. Unfortunately, once the package has left our facility, we only have the same tracking information available to us.
