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Frequently Asked Questions

Frequently Asked Questions

Most Frequently Asked Questions

This page is designed to help you self-serve fast—whether you need an order update, shipping timing, return guidance, or help choosing cleanroom consumables with the right documentation. If you still have a question, call us and we will help you get to an operator-ready answer quickly.

Quick contact

  • Phone: 800-443-7101 (Toll Free) | 214-340-8574 (Local) | 214-340-5723 (Fax)
  • Hours: Mon–Thu 9:00am–5:00pm CT | Fri 9:00am–4:30pm CT
  • Email: Sales@SOSsupply.com | AR@SOSsupply.com | AP@SOSsupply.com | Purchasing@SOSsupply.com
  • Address: 10210 Forest Lane, Dallas, TX 75243

FAQs

How to use this page: Click a question to expand. If you are making a compliance decision, use the “Documentation & traceability” section and call us for product matching.

Ordering & Accounts

How do I track my order?

The fastest option is our Order Tracking page, which includes a 24/7 chatbot that can provide updates, answer shipping questions, and escalate to our team when needed. You can also log into your account for the most current status. Once your order ships, you will receive tracking information from the carrier.

Forgot my password—how do I reset it?

Use the Sign In link at the top of the website and select the password reset option. If you get stuck, call us and we will help.

Can I place orders via PO or get a quote?

Yes—many customers prefer a quote-first workflow, especially when they need sterile lots, documentation alignment, or a multi-item replenishment list. Call us or email Sales@SOSsupply.com. For faster turnaround, include:

  • Part numbers (or links) and quantities
  • Required sterility level (sterile vs. non-sterile) and packaging constraints (double-bag, cleanroom bagging, etc.)
  • Documentation needs (CoA/CoC, irradiation certs, lot traceability, endotoxin/particles/ionic data where applicable)
  • Ship-to address, requested ship method, and required delivery date

Shipping, Delivery & Lead Times

Where do you ship from and how fast do orders ship?

Most products ship from our Dallas, Texas warehouse. We ship Monday–Friday (excluding holidays) and, in most cases, orders ship within 1 business day of receipt. For full details (including non-stock lead times), see Shipping Costs & Times.

What carriers and services do you use?

We primarily use FedEx and UPS, including Ground and 2nd Day services. Overnight options may be available—please call for feasibility and constraints.

Why do express shipping charges sometimes look high?

The cart provides an estimated shipping cost prior to checkout. Some air shipments can be difficult to quote precisely due to package dimensions. If an adjustment is needed, we will contact you via email or phone before finalizing changes.

Do you offer local pickup or local delivery?

Local pickup is available. Add instructions in the Customer Notes field at checkout. Once picked up, freight charges are refunded. Need local same-day delivery? Call us to coordinate.

Do you ship internationally (including Canada)?

Yes. International orders may require duties, taxes, and brokerage fees paid by the recipient/importer. For Canada, expect applicable PST/GST/HST, duties, and brokerage processing fees. See Shipping Costs & Times and International Customers.

Returns, Cancellations & RMAs

Can I cancel my order?

It may be possible to cancel while the order is being processed. Once an order leaves our facility, it cannot be canceled. If you need help, contact us immediately and we will advise next steps.

Can I return an item?

Most merchandise purchased directly from SOS may be returned under our policy, unless otherwise noted. Key points:

  • Within 30 days: Return for refund or credit; a restocking fee may apply; customer is responsible for return shipping.
  • Cleanroom products must be unopened (including inner and outer bag packaging) to qualify for refund/credit.
  • RMA required: Obtain authorization before sending anything back.
  • Refused deliveries without consent: Subject to a higher restocking fee plus applicable shipping charges.

Full terms and exceptions (including non-stock/special orders and damaged/defective workflows) are on the Return Policy page.

What should I do if my shipment arrives damaged?

Contact SOS promptly for an RMA and instructions. Keep the packaging and document damage with photos if possible. Our Return Policy outlines time windows and next steps. See Return Policy.

Product Selection, Documentation & “Fit-for-Cleanroom” Questions

How do I choose the right wiper: polyester vs. microfiber vs. nonwoven blends?

Start with the surface risk and residue sensitivity, then match the wiper construction and cleanliness requirements to your process. Practical guidance (not a substitute for your internal SOPs):

  • Polyester (knit/synthetic): Common for general critical cleaning where low-linting behavior and durability matter.
  • Microfiber/microdenier: Helpful on scratch-sensitive surfaces and when removing films/residue is a priority.
  • Cellulose/polyester blends: Often used as “workhorse” wipes for spill control and general cleaning in lower-risk zones.
  • Format matters: Pre-wetted vs. dry drives operator consistency; sterile vs. non-sterile should match your compliance scope and zone.

Browse: Wipers | Pre-Wetted Wipers | Sterile Wipers.

What wiper edge treatment should I choose (sealed-edge / sealed-border / cut-edge)?

Edge treatment is a real contamination control lever. In higher-risk applications, sealed-edge or sealed-border designs help minimize edge-shed and support more consistent particle control. In lower-risk zones, cut-edge formats may be acceptable depending on your acceptance criteria and monitoring. If you tell us your ISO class, surface type, chemistry, and the soil you are removing, we can help you narrow the best option.

Browse: Wipers by Sealed Edge/Border.

Do you support sterile and USP-driven environments?

Yes. SOSCleanroom supplies sterile and non-sterile consumables across critical environments, including compounding and regulated controlled spaces. If you are aligning with USP requirements, start here:

If you share your room classification, PEC type, and cleaning cadence, we can help map products to zones and documentation needs.

What documentation can you help me align to (lot traceability, sterility, CoA/CoC)?

Many customers require documentation and traceability to support investigations, audits, and consistency across shifts. Availability varies by product line, but common needs include lot traceability, sterility assurance statements (when applicable), and product-quality documentation. If you are building a defensible program, tell us what your audit expects and we will help match the right consumables.

Critical Cleaning Technique (Practical, High-Impact Guidance)

What wiping technique details actually change outcomes?

Cleanroom performance is a risk-management problem: you are controlling viable and nonviable contamination, chemical residues, and (where applicable) electrostatic events across products, processes, and people—under a defined compliance scope.

  • Low-linting materials: Select wipers based on shedding, extractables, and surface compatibility—avoid introducing particles/residues and protect sensitive finishes.
  • Fold discipline: Manage wipe faces intentionally to prevent re-deposit; change faces frequently instead of spreading soil.
  • Pattern: Use clean-to-dirty and top-to-bottom patterns to reduce cross-contamination. Avoid circles unless your method specifically validates it.
  • Contact time: If the surface dries early, the disinfection claim may not be achieved in practice. Train for “wet for full dwell time,” including re-wet rules.

Related shopping: Wipers | Swabs | Mops.

Cleanroom-Grade Alcohol (Why Controlled Alcohol is the Standard)

Why does cleanroom-grade sterile alcohol matter? Why not use “regular” alcohol?

In ISO-classified and sterile workflows, alcohol is not “just alcohol.” The risk is that an uncontrolled solvent and delivery method can introduce particles, residues, variability, and documentation gaps that undermine contamination control and weaken investigation defensibility.

Why “regular” alcohol is a poor fit in controlled areas

  • Sterility and ISO-surface fit: General-purpose alcohol is typically not sterile and not packaged for ISO-critical handling.
  • Particles and packaging risk: Consumer triggers/pump tops can shed particles and become contamination reservoirs at the nozzle interface.
  • Residue and impurity risk: Denatured or lower-grade solvents can include denaturants/impurities that leave non-volatile residues.
  • Water-quality variability: “70%” performance is only as consistent as the water used; uncontrolled water can introduce ions/residues.
  • Documentation gaps: Missing lot traceability/expiry/quality documentation complicates deviation workups.

Operator-ready best practices

  • PEC rule: Do not spray in the hood. Apply with sterile, low-linting wipes/applicators to control aerosols and overspray.
  • Sequence: Clean first (soil removal), then disinfect. Alcohol is not a substitute for cleaning when soils are present.
  • Drying: Allow full drying before resuming operations to reduce recontamination risk.

Browse: Isopropyl Alcohol | Ethanol | Pre-Wetted Wipers

Sporicidal Disinfectants (When They Are Needed and How to Use Them)

When do I need a sporicide, and where does it fit in the program?

If a contamination-control program relies only on non-sporicidal disinfectants, bacterial spores and other highly resistant environmental forms can persist on surfaces, seed recurring contamination, and drive long-cycle “resident flora” problems that routine chemistries may not reliably eliminate.

How sporicides fit into a layered program

  1. Clean: Remove soils/residues so chemistry can contact the surface uniformly.
  2. Routine disinfect: Daily/shift control for vegetative organisms.
  3. Sterile alcohol (as applicable): Fast routine step for ISO/PEC workflows; not sporicidal.
  4. Periodic + event-driven sporicide: Spore-burden reduction and deliberate “reset.”

Common triggers for sporicide use

  • Routine cadence: Often monthly or risk-based by zone (higher-risk zones more frequent).
  • After viable excursions: Adverse trends, repeated mold recoveries, recurring Bacillus, or “resident flora” signals.
  • After disruptive events: Maintenance intrusions, construction, HVAC upset, water leaks, drain backups, ceiling disturbance, power outages.
  • After procedural breakdowns: Gowning breaches, uncontrolled traffic, improper material introduction, spill events.

Technique that makes sporicides work (and helps prevent damage)

  • Pre-clean first: Sporicides do not reliably “cut through” heavy films.
  • Control wet contact time: “Wet for full dwell time” must be explicit, including re-wet rules.
  • Prefer wipe application in critical zones: Improves repeatability and reduces aerosolization/turbulence.
  • Residue management: Many sporicides leave films—define follow-up steps (e.g., sterile water and/or sterile alcohol) per compatibility and SOP.
  • Compatibility and safety: Define PPE, ventilation, and do-not-use surfaces for the chosen chemistry.

Browse: Sporicides | All Disinfectants

Gloves, Apparel & Garments (Choosing the Right Protection)

How do I choose the right cleanroom gloves?

Glove choice should be driven by the dominant risk: contamination control (particles/residue), chemical exposure, hazardous drugs, ESD sensitivity, or puncture/abrasion. If you tell us the process, chemistry, and compliance scope, we can recommend the best-fit category.

  • Cleanroom/controlled environment handling: Look for low particles/low extractables and packaging suited to controlled areas.
  • Chemical exposure: Match glove material to the solvent/disinfectant and required breakthrough time.
  • Hazardous drugs: Align to your USP <800> workflow and facility requirements; call us for help selecting appropriate gloves and accessories.
  • ESD-sensitive work: Use ESD gloves/controls when static events are part of the risk profile.

Browse: All Gloves | Ansell | Kimtech | Finger Cots | ESD

What garments/apparel should we use in cleanrooms?

Apparel selection should reflect your room classification, process exposure, and contamination sensitivity. The wrong garment can increase shedding, compromise barrier performance, and create rework or excursion risk.

  • Entry controls: Use consistent gowning sequences and designate zones for donning/doffing.
  • Barrier coverage: Pay attention to cuffs, hood interfaces, masks, and footwear—leaks at interfaces are common failure points.
  • Fit and training: Apparel only works when it is worn correctly and consistently across operators and shifts.
  • Compatibility: Ensure garment material is compatible with your disinfectants and does not degrade or shed under routine cleaning.

Browse: Garments | Kimtech Apparel | Ansell Apparel | Gloves & Apparel

Why customers use SOSCleanroom

What is different about SOSCleanroom?

SOSCleanroom is built to support critical environments with dependable supply and fast, practical answers. We focus on responsiveness, fair pricing, and continuity of supply so you are not forced into last-minute substitutions that can create risk.

We carry best-in-class cleanroom consumables across categories (wipers, swabs, sterile products, solutions, gloves, garments, and facility controls). If you need help selecting products for your application, call us—our goal is to reduce your decision time and help you standardize.

Start here: Wipers | Swabs | Solutions | Gloves & Apparel


Still need help?

Call 800-443-7101 or email Sales@SOSsupply.com. If you are troubleshooting a compliance or contamination-control problem, have your room classification, product/process details, and current cleaning chemistry ready so we can give you a precise recommendation.

Editorial note: This page provides practical guidance and selection support. Your facility should maintain its own approved procedures and training. Last reviewed: December 30, 2025.