Frequently Asked Questions

An End User Declaration is a document that must be completed by customers when ordering registered chemicals for several reasons: Regulation and Compliance: In many countries there are strict rules and regulations regarding the purchase, use and distribution of certain chemicals, especially if they are potentially dangerous or could be used for illegal purposes, such as controlled substances. An end user declaration helps ensure compliance with these rules. Traceability: Completing an end-user declaration provides traceability of the chemicals. In the event of an incident or misuse of the chemicals, this can help identify the parties involved and establish responsibilities. Responsibility: By signing an End User Declaration, the customer acknowledges responsibility for the proper use of the chemicals and agrees to comply with all applicable laws and regulations regarding their use. Risk Management: The process of completing an End User Declaration allows the seller to evaluate potential risks and ensure that the customer has the necessary knowledge to use the chemicals safely. This may include providing safety data sheets, instructions for use and safety measures. In short, completing an end-user declaration when ordering registered chemicals is an important step to ensure the safe and legal distribution and use of these substances. We ensure that your personal information and documents are kept safe to guarantee your privacy.

Chemical products, especially those considered hazardous, must be packaged in special, certified packaging materials to ensure safety during transportation. This packaging can be more expensive than conventional boxes due to the requirements for UN certification, which proves that the packaging meets specific standards for the safe transport of dangerous goods. Precautions against breakage and leakage: Chemical products and glassware can be susceptible to breakage or leakage during transport, which can cause damage not only to the products themselves, but also to other goods and possibly even to people and the environment. To prevent this, extra precautions must be taken when packaging the products. This may include the use of protective materials such as packing chips, foam rubber, and even double packaging to absorb shock and prevent leaks. Packing with care: The process of packaging chemicals and other laboratory materials often requires more time and care than normal goods. Each product must be carefully packed to prevent it from shifting or becoming damaged during transport. This may take additional time and therefore add to the total cost of shipping. Legal Requirements and Compliance: When shipping chemical products, strict legal requirements and regulations must be adhered to, both nationally and internationally. This may incur additional costs in obtaining appropriate permits, certifications and meeting packaging and labeling requirements. In short, shipping chemical products, laboratory materials and equipment incurs additional costs due to the need to meet strict safety and regulatory standards, the use of special and certified packaging materials, and the extra care and labor required to ensure ensure that the products arrive safely and undamaged at their destination.

Our shipping time varies depending on several factors. If we have the products in stock ourselves, we usually aim to dispatch orders within one working day of receipt. This means that your package can be on its way to you quickly. However, if an order includes products that we do not directly stock, shipping time may be longer. Sometimes we order products from different suppliers to meet your needs. In these cases, shipping time may depend on the availability of the products from those specific suppliers or manufacturers. If a supplier does not have a product immediately available, this may result in a delay in the shipping process. An important point to note is that we source products from all over Europe, which means that if a product is out of stock at the manufacturer, it can sometimes take up to around two weeks before it is available again. We always try to keep our customers as informed as possible of any delays and will do our best to ship your order as quickly as possible. To manage expectations, we list the estimated delivery time for each product on our website. If you order multiple products with different delivery times, we always use the longest estimated delivery time for your entire order. This way you can get a realistic idea of when you can expect your package. We always strive to ship your order as quickly as possible and to keep you informed in a timely manner of any changes to the delivery time. Keeping chemical products in stock requires a lot of extra attention and due to the variable quantities ordered, there may not always be sufficient stock of a specific packaging. In such cases, the products may need to be produced or repackaged, which may cause delays in your order. If you have an urgent order or need larger quantities of the same packaging, we advise you to always contact us first to verify whether the quantity you require is actually in stock.

As a company, we focus on providing high-quality chemical products and supplies to our customers in various sectors. Due to the nature of our products and the specific needs of our target group, we do not sell all products directly to private individuals. For example, our products are designed for industrial applications, science or food industry etc and often require professional use, knowledge and experience for safe and effective use. That is why we only accept orders for certain products from registered companies and professionals in relevant fields. In addition, we must take into account legislation that states that some of our products may not be supplied to private individuals for safety and regulatory reasons. This approach allows us to provide appropriate support and service to our customers, while meeting the legal and safety standards associated with the distribution of chemical products

As a company we have strict guidelines regarding the return of chemical products. We do not allow returns of chemical products, and this policy is based on several factors. First, shipping chemical products requires specific knowledge of the regulations and legislation surrounding the packaging and shipping of such substances. Many individuals and even businesses are not fully aware of these regulations, which can lead to improper packaging and shipping of the products, potentially posing risks to safety and regulatory compliance. In addition, returning chemical products for reasons other than defects or errors in delivery is often not practical or safe. The withdrawal of these products may compromise the integrity of the packaging and the safety of the contents. For private customers, non-chemical products can be returned within 14 days of purchase, provided the packaging is unopened and the product is in its original condition. This is in accordance with the legal right to withdraw from purchases. For companies, we generally only accept returns if this has been agreed in advance, and only in specific cases, such as defects or errors in the delivery. This policy allows us to provide our customers with high-quality products and services while meeting the safety and regulatory standards associated with the distribution of chemical products.

We strive for maximum transparency and safety when selling our chemical products. That is why we automatically provide the Material Safety Data Sheets (MSDS), also called safety sheets, after purchasing a chemical product. Once payment is completed, the MSDS will be automatically emailed as an attachment to the payment confirmation. This document contains detailed information on the safe handling, storage, exposure and emergency situations related to the specific chemical product. In the unlikely event that the MSDS is not included as an attachment to the payment confirmation, our customers are free to request it by email at any time. We always ensure that our customers have access to the necessary safety information. It is essential that the MSDS is always consulted before working with chemical products. This document provides valuable guidance and instructions to ensure user safety and minimize potential risks.

In our pursuit of optimal customer service and satisfaction, we may partially ship orders if certain products are not immediately available for delivery. This means that we already ship the products that are in stock to the customer, while the other products are placed on backorder. If a product is not immediately available, it may be temporarily out of stock or there may be delays in obtaining the necessary stock. In such cases, we take the initiative to pre-ship the available products so that our customers can start their work or project. This allows them to receive and use the most products, even if some items are still missing. If an order is partially shipped, we will bear the costs of shipping the backorder products. This means that our customers do not have to pay extra for the subsequent delivery of the missing products. It is important to note that we only offer these partial deliveries if one of the ordered products is not available for an extended period of time. We do this to accommodate our customers and not make them wait unnecessarily for their order. It is a service we offer to ensure that our customers experience as little inconvenience as possible from any delays. However, if a customer prefers faster shipping of the available products, we can also arrange this as a partial delivery after consultation. This can be requested by contacting us via email or telephone and we will be happy to discuss options and provide the best possible solution to meet the customer's needs. Our goal always remains to provide excellent customer service and ensure that our customers are satisfied with their purchases from us

In our pursuit of customer satisfaction and service orientation, customers may in some cases receive different packaging than originally ordered. This happens when the specific packaging that has been ordered is out of stock or unavailable for an extended period of time. As a result, we may decide to use alternative packaging that is available. An example of this is when a customer orders, say, 1 liter of a product, but the specific 1-liter packaging is not available at the time of shipment. Instead, we may decide to send two 500 ml bottles. We do this as a service to our customers, so that they still receive the necessary amount of product to meet their needs. It may also happen that the originally ordered packaging is not available for a longer period of time due to production or logistics reasons. In this case we will do our best to inform the customer of the situation and offer them a suitable alternative. Importantly, any price differences between the packaging originally ordered and the alternative shipped will be covered by us. Our customers do not have to pay extra to receive alternative packaging. We understand that customers may have specific preferences for certain packaging, but we hope they understand that our goal is always to ensure they receive the products they need, even if it means using alternative packaging. Sometimes customers may receive products in different packaging than shown on our website or in the product description. This situation occurs when there are temporary shortages of a specific package, when a specific package is no longer available, or for other reasons beyond our control. As a result, we may choose to deliver the same product but packed in different packaging that is available at the time. This is done to ensure that our customers still receive the products they need, despite any limitations or shortages in the availability of specific packaging. For example, it may happen that a certain packaging is temporarily unavailable due to production problems, logistical challenges, or other factors beyond our control. In such cases we will do our best to find a suitable alternative that is comparable to the product originally ordered. We understand that customers sometimes have specific preferences for certain packaging, but we hope for your understanding that we are committed to delivering the necessary products on time, even if this means using different packaging. Our priority is to provide a high-quality service and ensure that our customers are satisfied with their purchases. If a customer has any questions about the packaging of a product, or if there are specific requests regarding the packaging, we are always ready to help. We encourage our customers to contact us so that together we can explore possible solutions that meet their needs.

If customers have questions about their order, we are always ready to help. They can contact us via the various contact methods listed on our contact page. We offer multiple ways to contact us, such as by email, telephone or via our online contact form. When customers contact us by telephone with a question about an order, we kindly ask if they can have their order number to hand. Having the order number makes it easier for us to quickly look up the order in question in our system, allowing us to help you faster and more efficiently. Moreover, it allows us to better understand their question and assist them as accurately as possible. Our goal is to provide excellent customer service and ensure that any question or problem customers have is resolved as quickly and effectively as possible. That's why we encourage customers to contact us whenever they need help with anything. Our friendly and knowledgeable customer service team is here to help and ensure you have a positive experience with our products and services

We would like to inform our customers that we do not have a physical location where products can be picked up. In addition, we do not offer the option of ordering at the door and paying in cash upon delivery. Our orders can only be placed via our website or via an order form submitted by email. Not having a physical pickup location and not offering cash payments upon delivery are policies we have put in place to ensure the safety of both our business and our customers. This policy is in line with our business procedures and is intended to minimize risk and provide a safe and reliable service to all our customers. Ordering via our website or via an order form by e-mail offers a safe and efficient way to order and pay for products. Our website is secured with the necessary technologies to ensure the privacy and security of transactions, while submitting an order form via email is a controlled and traceable process that fully complies with our internal procedures. We understand that some customers may prefer other methods of ordering and payment, but we assure our customers that our current policies are designed with their safety and satisfaction in mind. If customers have any questions about our ordering and payment policies, we encourage them to contact us. We are always ready to help and answer any concerns or questions

Private individuals must always pay in advance for their order using the available payment methods on our website. This also applies to companies with their first order. Prepayment of orders by private individuals is a standard practice that helps make transactions safe and efficient. We offer various secure payment methods on our website, so customers can choose which method suits them best. These payment methods include credit card payments, bank transfers and online payment platforms. Businesses have a similar policy with their first order. They must also pay in advance via the available payment methods on our website. However, for business follow-up orders, after approval, orders can be placed on invoice with a payment term of 30 days. Activating the 'order on invoice' payment option for business customers requires contacting us in advance. Once contacted, we will activate the payment option in the customer's account, allowing them to use this payment method for future orders. Allowing payment on invoice for business follow-up orders is a service we offer to our business customers. This arrangement allows companies to receive their orders and then pay for them within a reasonable period of time, providing flexibility in their financial planning.

We would like to inform our customers that manuals are generally not available for products of a chemical nature. This is because many chemicals have a wide range of uses, often hundreds, making it virtually impossible to create a specific manual for every chemical product. The use of chemicals carries inherent risks and should always be approached with caution. Therefore, it is important to note that the use of chemicals is always at your own risk. Prior to use, it is essential to consult the Material Safety Data Sheet (MSDS), which provides detailed safety information about the specific chemical product, including hazard information, safety precautions and emergency procedures. For non-chemical products, manuals are usually included in the product box. However, if a customer requires a manual and cannot find it with the product, they can always contact us via email to request a copy of the manual. We understand that customers may need guidance when using products, especially chemicals, and we are always ready to help and answer any questions they may have. Although there are no specific manuals for chemical products, we strive to provide our customers with the necessary information and support to ensure the safe and effective use of our products

It is possible for private individuals to order products from us. However, we do not make all products available for sale to private individuals. Products that are not available to private individuals do not have a purchase button and are only visible to registered companies. Examples of products that we do not sell to private individuals include drug and explosive precursors, highly toxic products and other products that we do not supply to private individuals for ethical and legal reasons. For products that we do not sell to private individuals, the button to add the product to the shopping cart is not active, and there is a text stating that this product is not sold to private individuals.

Laboratory materials and equipment are subject to the standard legal warranty as provided for in consumer protection legislation. This means that the products must meet the expectations that you may reasonably have based on the nature of the product and the associated specifications. If the product is defective upon receipt or does not meet these expectations, you are entitled to a repair, replacement or refund. Regarding chemical products, it is important to emphasize that there is no standard legal warranty as with other products. This is because the properties of chemicals can change due to various factors, such as exposure to air, light or other chemicals. Therefore, we can only guarantee the specifications and analyzes of the product as long as it is unopened and properly stored. Once a chemical product has been opened or stored incorrectly, we can no longer guarantee its purity and quality. To ensure that our customers are fully informed about the properties of our chemical products, we offer certificates of analysis and specifications through our customer service department. This way, customers can access detailed information about the composition and purity of the product before using it. By taking this approach, we strive to provide transparency about our products while maintaining the highest quality standards for those who use them in laboratory and scientific applications.

Chemicals can have different synonyms, which can sometimes lead to confusion as to exactly which product you have received. Manufacturers may choose to name a product after a different synonym or even in a different language. For example, it is fairly common to name chemicals in English, which may result in receiving a product whose name seems different than expected. To ensure you have received the correct product, even if the name seems different, you can always search by the CAS number. The CAS (Chemical Abstracts Service) number is a unique identification number specific to each chemical, regardless of the synonyms or language in which it is mentioned. This means that the CAS number is always the same, regardless of how the substance is named. By searching the CAS number you can be sure you have received the correct product, even if its name seems different. This provides peace of mind and assurance when working with chemicals and ensures you are using the correct substance for your application.

It is important to store chemical products correctly. Because some chemicals can be unstable at certain temperatures or sensitive to light, it is important to ensure purity under the right conditions. Flammable, oxidizing and toxic substances must always be stored in a safe. Liquids that are corrosive or flammable must be stored in or above a drip tray. For information about the storage of a specific product, it is always best to consult the MSDS sheet. This describes how you can best store the product and what measures you should take. Never put incompatible products together and ensure that they are stored separately.