TERMS AND CONDITIONS OF USE

(Updated 8/15/2024)

Shipping & Delivery

Order Confirmation occurs after the order is received, pulled, additional shipping and handling charges have been assessed, and discounts or promotions have been applied.

Shipping usually takes place no later than 1 day after your order is placed. In many cases, if the order is received before 12:00 PM PST, it will ship the same day.

The Vial Company ships using a combination of UPS, FedEx, and local shipping carriers. Expedited shipping is available, but you will need to call our customer service department at 888-447-0574.

We ship from warehouses located in California & New Jersey.

We verify all credit cards before shipping. In some cases this may delay stated delivery dates. We accept Visa, Mastercard, Discover, and American Express

If you have submitted a Credit Application we will also accept checks, money orders, COD and provide billing terms based on our chosen credit limits.

Due to sales, clearance events, or market conditions, prices may vary. In addition, we reserve the right to change or correct prices before confirmation of the order.

All Home Deliveries incur a flat fee of $19.75 (as of July, 2022).

Shipping Policy: Stolen Packages

The Vial Company is not responsible for packages that are stolen after delivery by UPS or FedEx.

Once a package has been marked as delivered by the shipping carrier, ownership and responsibility for the package transfer to the recipient. While we understand the inconvenience of package theft, we cannot guarantee the safe arrival of your package once it has been delivered.

We recommend the following steps to help prevent package theft:

  • Require a signature: Request a signature upon delivery.
  • Hold for pickup: Have the package held at a UPS or FedEx location for pickup.
  • Package tracking: Monitor the package’s status using the tracking number provided.
  • Secure delivery location: Consider using a secure location for package delivery, such as a porch with a locked gate or a neighbor’s house.

If your package is stolen, we recommend filing a claim with the shipping carrier directly. You may also want to report the theft to your local law enforcement agency.

The Vial Company is committed to providing excellent customer service and will assist you in any way possible, but we cannot assume responsibility for packages stolen after delivery by UPS or FedEx.

Privacy & Security

The Vial Company may ask you for Private Information so that we can provide you with the products, services, or information that you have requested, including credit and financial information required in order to open a business account with us. When you maintain a business account with The Vial Company and transact business with The Vial Company, we will ask you for information necessary to process and complete transactions with us, including your name, shipping and billing addresses, e-mail address, and credit card or other payment-related information.

In connection with credit terms extended to our customers, we may collect and maintain Private Information about individuals who give personal guarantees on behalf of businesses, such as when the owner of a small restaurant provides a personal guarantee on behalf of the restaurant.

The Vial Company uses Private Information to evaluate prospective customers, suppliers and employees and, if we so elect, to open, maintain and terminate customer accounts, supplier arrangements, or employment relationships.

The security of Private Information is a priority for us. We implement measures that we believe in good faith will protect this information to the extent reasonably feasible in light of industry practices. We do not share the information we collect with Third Parties.

Without limiting the foregoing, we may use Private Information in connection with the collection or enforcement of your obligations to us. We may also share Private Information with other companies and organizations for fraud protection and credit risk reduction.

Returns & Replacements

Thank you for your purchase at The Vial Company.

We want to ensure your complete satisfaction with your order. Please review the following return policy:

Returns Due to Shortage or Discrepancy

If you received an incorrect or incomplete order, please contact our customer service department at 888-447-0574 or sales@vialcompany.com within 5 days of receiving your order.

  • Verification: We will require proof of purchase and detailed information about the shortage or discrepancy.
  • Replacement or Refund: We will either replace the missing items or issue a refund for the missing or incorrect items.
  • Return Shipping: We will provide a prepaid shipping label for returns due to our error.

Returns Due to Damage

If you received a damaged item, please contact our customer service department at 888-447-0574 or sales@vialcompany.com within 5 days of receiving your order.

  • Verification: We will require proof of purchase and clear photos of the damaged item and packaging.
  • Replacement or Refund: We will either replace the damaged item or issue a refund for the damaged item.
  • Return Shipping: In some instances, we will require the product to be returned.  In those instances, we will provide a prepaid shipping label for returns.

General Return Policy

  • Returns must be authorized in advance by contacting our customer service department at 888-447-0574 or sales@vialcompany.com
  • Returns must be initiated within 10 days of receipt of the order due to safety and regulatory concerns.
  • Condition: Items must be unopened, unused, and in their original packaging.
  • Proof of Purchase: A receipt or order confirmation is required for all returns.
  • Restocking Fee: A 25% restocking fee will apply for general returns not due to shortages, damages or The Vial Company shipping error. This fee covers the costs associated with processing, inspecting, and re-stocking returned items.
  • Shipping Costs: Return shipping costs and labels are the customer’s responsibility unless the return is due to our error.  For pharmacy, veterinary, and cannabis business customers, we will work to generate a return label for your business with shipping fees to be deducted from the refund.

Return Refunds

Once the returned items are received and inspected, a refund will be issued, less the 25% restocking fee )if applicable), to the original payment method. Credit card companies vary in the time it takes for a “credit” to appear on your monthly statement. Please allow one to two billing cycles for the refund to appear on your statement.

Exceptions

The Vial Company reserves the right to refuse returns that do not comply with this policy.

Note: This return policy is subject to change without notice.

By placing an order, you agree to the terms and conditions of this return policy.

Ordering

Order Confirmation occurs after the order is received, pulled, additional shipping and handling charges have been assessed, and discounts or promotions have been applied. Every order that you place on our Site will be subject to acceptance in accordance with these Terms & Conditions.

Payment, Pricing & Promotions
We verify all credit cards before shipping. In some cases this may delay stated delivery dates. We accept Visa, Mastercard, Discover, and American Express.

Every new customer will need to pay their 1st 2 orders by credit card before the order ships.

If you have submitted a Credit Application we will also accept checks, money orders, COD and provide billing terms based on our chosen credit limits.

While we try to have the most accurate and current information possible, we cannot guarantee an error-free Site. Accordingly, we must reserve the right at any time after receipt of your order to accept or decline your order, or any portion thereof, for any reason, even after your receipt of an order confirmation. We reserve the right to limit the quantity of items purchased and to prohibit sales to dealers.

If a product is listed at an incorrect price, we will have the right to refuse or cancel orders placed for the product listed at the incorrect price, regardless of whether the order has been confirmed and/or your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, we will promptly issue a credit to your credit card account in the amount of the incorrect price. You will be notified by email if this occurs.

Viewing Orders
All orders placed online can be viewed online using the information you were provided after checkout was completed. You will be able to cancel your order before it has shipped by phone or email. Once your order has shipped, you will not be able to cancel your order, but may return your order in accordance with our Return Policy.

Updating Account Information
If you register and create an account on the Site you agree to be solely responsible for: (i) maintaining the confidentiality of passwords or other account identifiers which you choose, and (ii) all activities that occur under such password or account identifiers.

You agree to notify us of: (i) any loss of your password or other account identifiers and (ii) any unauthorized use of your password or other account identifiers. We will not be responsible or liable, directly or indirectly, in any way for any loss or damage of any kind incurred as a result of, or in connection with, your failure to comply with this section of the Terms & Conditions.