Frequently Asked Questions

Thank you for ordering from Lab Companion Shop. Your merchandise is shipped fully insured. Below are some simple guidelines to inspecting and receiving your package when it arrives. Please give a copy of these receiving instructions to anyone in your organization that will be signing for this shipment.

Please read and follow these procedures before signing off on any shipping documents. Signing a transportation company’s delivery receipt, with no notice of damage, declares that you have received the merchandise in good condition. If you don’t note the damage on the bill of lading, the shipping company may not honor a damage claim after you have had time to do a closer inspection.
There are 3 main shipping damage scenarios that may occur:

Damage to the product

The product is obviously damaged, bent, and/or scratched. You can see it immediately and the product is not useful for your purposes.
Refuse to accept the delivery. Document the damage on the bill of lading. Take many photographs of the damage with the packaging. Email them to shipping@LabCompanionShop.com. We will contact the carrier immediately to file a claim.

Damage to the package

The box or wrapping appears to be torn, punctured, etc., but it’s not possible to tell if the product is damaged.
Not all products that have damaged wrapping are actually damaged once unwrapped and inspected. Or the product may have a minor scratch that you can accept and as it doesn’t impact functionality. Accept the delivery. Sign the bill of lading as “package is damaged and may be subject to concealed damage claim.” Take photographs of the damage both before unwrapping the package and then of the equipment inside. Email the pictures to shipping@LabCompanionShop.com if you suspect equipment damage.

Concealed damage

The box looks fine. No packaging or wrappings look disturbed. However, when opened, there is a dent, puncture, or some other damage to the contents. Open any packages you receive immediately to see if there is any concealed damage. Take photographs of the damage and email them to shipping@LabCompanionShop.com.
Please report any damages to Lab Companion Shop within two calendar days from delivery date as freight companies require us to notify them within 2 days of delivery. Remember to save all cartons and packaging materials until the damage claim has been resolved. By following these simple guidelines it will help ensure a successful shipping process.

Thank you again for your business!

Small parcel shipments

Small parcel shipments are under 70 lbs per and shipped in your own packaging or carrier supplied boxes. These shipments are not sent on pallets and often move through a small package shipping system with carriers such as UPS, FedEx, Courier Service, or DHL for international.

Packaging exceeding the following criteria are best shipped via freight service rather than small parcel.

• Packages can be up to 108 inches (270 cm) in length
• Individual packages can be up to 150lbs (70kg)
• Each package can be up to 165 inches (419 cm) in length and girth (2x width & height) combined
• Dimensional weight calculations are required with a large size-to-weight ratio (multiply length x width x height/166= dim weight in pounds for US shipments)

Freight Shipments

Freight shipping involves multiple modes of transportation including LTL (less-than-truckload), TL (truckload), Ocean, and Intermodal (Rail). These shipments are generally over the size and weight limits listed above and are stacked and secured on a wood or plastic pallet for easy loading, stability, and protection of the cargo. These shipments can move via ground, air, ocean, rail, or any combination of these. There are thousands of freight carriers offering these services.

LTL shipments are sent along with other cargo providing a reduced cost for transport in a trailer that is normally 40 feet long, 8 feet wide, and 8 feet tall. A shipment greater than 525 cubic feet is generally moved less expensively via FTL.

All purchases made through Lab Companion Shop for delivery within the continental United States are eligible for free ground shipping. Be sure to select UPS Ground at checkout to receive this free shipping option. For non-continental US, international, and expedited shipping orders, shipping fees will be applied and due at the same time as order payment. Please contact us if you need a shipping estimate.

Orders placed through the LAB COMPANION SHOP ship within one to two business days of received payment. We typically use UPS Ground for shipping, which can take one to six business days dependent upon destination, in addition to order processing time. Larger items that require freight shipping (i.e. products over 125 pounds and/or that are too large to fit in a shipping box) will be palleted, crated, and shipped via a national freight company directly to your loading dock within a comparable time frame. If you need your item sooner, please review our shipping options at checkout and choose a faster option or contact us for support.

All purchases made from Lab Companion Shop are shipped from our warehouse in Billerica, MA. Shipments are made via UPS for continental US delivery and via either UPS or USPS for non-continental US and international delivery. We are happy to provide shipping estimates upon request. Buyers may also contact us to make arrangements for purchase pickup via their own preferred carrier.

All LAB COMPANION SHOP shipments will be packaged to best protect the equipment during shipment and are insured via delivery carrier. Shipping and handling costs will be included in our Free Ground Shipping; if a purchase does not qualify, these costs will be charged to the buyer and included in accompanying invoices. Upon delivery, be sure to inspect the contents of the shipment to ensure there is no loss or damage. In the case of loss or damage, please contact us and keep damaged material, original packaging, and packing slip for verification.

Grade A

Open box: An item in excellent, new condition with no functional defects. The item may be missing original packaging and may have been used for testing or demo purposes. The item includes accessories found with the original product and may include a warranty.

Like New: An item that looks as if it was just taken out of shrink wrap. No visible wear, and all facets of the item are flawless and intact.

Grade B

Manufacturer refurbished: An item that has been professionally restored to working order by a manufacturer or manufacturer-approved vendor. This means the product has been inspected, cleaned, and repaired to meet manufacturer specifications and is in excellent condition. This item may or may not be in the original packaging. May have minor cosmetic imperfections.

Grade C

New with defects: A brand-new and unused. Possible cosmetic imperfections. The item may be missing the original packaging materials (such as original box). Item damaged in transit but still functional.

Discontinued: Product no longer being manufactured.