Hours of Operation for Customer Care
Vial Company Customer Care is available Monday through Friday. *
To speak to a Customer Care team member, call during business hours:
(888) 447-0574 EST: 8am – 6pm
*Closed for Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day and New Year’s Day.
GETTING STARTED WITH THE VIAL COMPANY
After login, Change Password is an option within your Account Settings.
Yes, you can place an order with a guest account. At the end of your order, we do recommend you create an account to access the full features of out Ecommerce website.
Each account is assigned a dedicated Sales Representative and their responsibility is to provide immediate service to our customers.
You can call, fax, email or text your sales representatives to place your orders.
We normally do not ship products overseas. There are a number of requirements that restrict these types of shipments.
ORDERS, SHIPPING & RETURNS
Most orders are shipped Same Day for delivery with 1 to 2 days. Our products are shipped from 5 distribution centers strategically located across the United States to deliver to most locations within 1 to 2 days.
Our Customer Care team at the numbers listed above are available to answer questions.
You can also contact your sales representative if you have questions about a particular order.
Our shipping service is noted for being fast, efficient, and reliable. Most shipments go out the same day if the order is received and processed prior to our cutoff times (ask your sales rep about cutoff times). We utilize multiple carriers to ensure prompt and efficient delivery.
Our Premium Line products ship FREE to all businesses with no minimum quantities.
Our Classic Line have a 3 case minimum for FREE shipping to businesses. This is Mix & Match so you can combine products to meet the minimum.
All Home Deliveries require extra fees and are charged a flat rate of $14.75.
The Vial Company does not require a minimum size order. However, there are minimums that need to be met for Free Shipping on our Classic Product Line.
Yes Express Shipping and Saturday Delivery is available for extra fees. Contact your sales team to confirm if it is available in your geographic area before placing an Express Delivery order or Saturday Delivery order. **NOTE: Fees for these services can be expensive.
Contact our Customer Care team at the numbers listed above to initiate a return and ask questions about the return process.
You can contact Customer Care to request the missing item be located or to request a replacement or credit for damaged items.
It depends on the item. Most items may be returned for exchange or refund within 14 days after shipping. It’s best if you contact your sales team to confirm the specific return options for each item if the item was delivered over 14 days ago.
If the refund request is approved, it will be processed within 5-7 days and a credit will be automatically applied to your account. Please allow 2-3 weeks from the return shipped date for your account to be credited.