SOSCLEANROOM | CUSTOMER HELP CENTER & TECHNICAL SUPPORT
Answers for Orders. Guidance for Critical Products.
Find practical answers about cleanroom supply orders, quotes, shipping, returns, product documentation and B2B procurement. For technical selection, follow direct links to products and educational resources—without confusing a product claim with facility qualification.
Find an Answer ↓ Track an Order → Request a Quote →First stop
Choose the fastest route for your question.
Order updates
Track an order
Product pricing
Request an RFQ / SPQ
Returns
Request an RMA
Technical support
Visit the Technical Vault
Account and tax
Tax-exempt purchasing
Urgent assistance
Contact customer service
Orders and account help
Ordering, tracking, invoices and account access.
How do I check my order status?
Use Order Tracking or the account sign-in area. The SOSCleanroom website chatbot can help guide order-status requests; you may need the order confirmation number and the email used when ordering. Order status may vary for stock, special-order and factory-shipped items.
When will I receive tracking information?
Tracking is generally emailed when a carrier shipment is processed. If tracking is missing or a delivery is time-sensitive, contact Customer Service with your order number or PO and ship-to ZIP code.
Can I order using a purchase order (PO)?
For purchase-order and B2B account questions, contact Customer Service or send your purchasing requirements through the RFQ form. Any payment terms or account arrangements are subject to SOS approval; do not assume all accounts qualify.
How do I reset my password?
Use the Sign In link in the site header and select the password-reset option. If you cannot access the ordering email or reset fails, contact SOSCleanroom. Never email your password.
Can I reorder the same manufacturer part number?
Use the same exact SKU, manufacturer model, package unit and size as the approved item. Verify the current listing and quantity option before submitting; product revisions and supplier availability can change.
Can I make a change after placing an order?
Contact SOS promptly with the order number and requested change. Changes are subject to order-processing and shipment status; once an order has left the facility, cancellation is not available and return terms may apply. See Return Policy.
What if my invoice or order quantity looks incorrect?
Collect the order number, PO, ordered SKU, invoiced or received quantity, and any supporting documentation. Report discrepancies promptly; the published return policy specifies a 10-day reporting window from purchase to avoid a restocking fee for type or quantity errors.
Commercial purchasing
Quotes, BOMs, contract pricing and substitutions.
How do I request a price quote?
Use the SOSCleanroom RFQ / SPQ submission page. The most accurate request identifies manufacturer, part number, pack unit (bag, box or case), annual usage if known, requested quantity and ship-to ZIP.
Can I submit a bill of materials (BOM)?
Yes. The quote form supports pasting multiple lines of product information. Include one item per line, preferred unit of measure, quantities and substitute restrictions. See Quote Request Submission.
Does SOSCleanroom offer recurring or volume pricing?
The Special Cleanroom Consumable Pricing page describes quote and program approaches for repeat demand. Provide usage by SKU, frequency, locations, forecast volume and qualification constraints. Program terms and pricing are evaluated case by case.
Can I request an equivalent or cross-reference item?
Yes. Use the Cross Reference resource or the RFQ form and specify which characteristics are mandatory: sterile status, exact material, dimensions, chemical compatibility, particles, ESD, documentation or pack. A proposed alternate is not automatically qualified.
Should I compare bag, box, pair and case pricing?
Yes. Prices should be normalized by the actual use unit—for example, per wipe, per swab, per glove pair or per case—after confirming package counts. Do not assume two similarly named listings contain the same quantity.
Can I use the Add to Quote option on a product page?
SOSCleanroom describes an Add to Quote workflow for defined items. The Special Pricing page explains when to use that option versus a broader annual-usage SPQ request.
| For a more accurate RFQ | Include these details |
|---|---|
| Exact identity | Manufacturer, complete part number, SOS SKU if known, variation/size and brand. |
| Buying unit | Bag, box, pack, pair or case and the documented count per unit. |
| Demand | Quote quantity, estimated annual usage, reorder frequency and needed date. |
| Quality requirements | Sterile/cleanroom status, test standard, document type and allowed substitutions. |
| Fulfillment | Ship-to ZIP or country, site count, special carrier and receiving restrictions. |
Logistics and freight
Shipping, free-shipping eligibility and delivery planning.
Where does my order ship from?
Many orders ship from the Dallas, Texas warehouse. Non-stock or special-order items can ship from a manufacturer or other facility. Check the Shipping Costs & Times page and ask about the actual item before relying on a ship-from location.
How quickly will an in-stock order ship?
Most in-stock orders typically ship within one business day of receipt. The published shipping schedule is Monday–Friday, 9:00 a.m.–3:00 p.m. Central Time, excluding holidays. Dispatch is not the same as guaranteed delivery.
What carriers are available?
Published services include FedEx and UPS Ground and 2nd Day where eligible. Overnight service may be available by request; it is not guaranteed. Ground-only, HAZMAT, oversize and destination restrictions can apply. See Shipping Costs & Times.
Does SOSCleanroom offer free shipping?
The published promotion applies to eligible orders with a $2,000 or higher product subtotal shipped within the contiguous U.S. Oversized items, including tacky mats, and applicable HAZMAT fees are excluded. Review current shipping terms before checkout.
Why can express freight look high or change?
Air-freight estimates depend on actual carton dimensions, item restrictions and carrier rules; certain shipments require adjustment. SOS states that it will contact customers if a freight estimate needs to change.
What is the difference between ship time and transit time?
Ship time is the time before the order is handed to the carrier; transit time begins after pickup. The delivery date also depends on product availability, destination and service. For a critical deadline, confirm item availability and carrier options directly.
Can I pick up an order locally?
The published Shipping policy discusses customer pickup in Dallas. Add pickup instructions to Customer Notes during checkout and contact Customer Service to coordinate. Do not travel to the warehouse without confirmation.
What if an item is marked 7–10 or 25–30 business days?
Treat the listing as an item-specific lead-time indication, not a confirmed arrival date. Factory shipments, availability and transit vary. Request confirmation before planning a GMP release, production shutdown or scheduled validation around it.
Can hazardous chemicals and oversized products ship with everything else?
Not necessarily. Some products require ground-only service, special packaging, additional fees, or separate freight movements. Check Shipping Restrictions for the current process and contact SOS for the exact cart.
Return authorization
Returns, damaged items, discrepancies and manufacturer defects.
| Issue | Published general deadline / condition | Correct action |
|---|---|---|
| Standard eligible return | Within 30 days of purchase; 20% restocking fee may apply. | Request an RMA before returning; customer pays standard return freight. |
| Unopened cleanroom supplies | Inner and outer cleanroom packaging must remain unopened for a standard return. | Keep original packaging; verify eligibility before arranging shipping. |
| Wrong item or quantity | Report within 10 days from purchase to avoid a restocking fee; within 30 days for refund/credit eligibility. | Identify order, SKU and discrepancy; contact SOS immediately. |
| Damage in transit | Contact SOS within 7 days to request an RMA. | Preserve packaging and provide damage details. |
| Verified manufacturer defect | Notify within the manufacturer warranty period. | Seek RMA and provide model, lot and failure description. |
| Unapproved delivery refusal | 30% restocking fee plus applicable freight under published policy. | Coordinate with SOS before refusing delivery. |
Do I need an RMA to return any item?
Yes. Use the RMA Request Form or contact Customer Service before sending merchandise back. Wait for authorization and shipping instructions.
Are special-order or made-to-order items returnable?
Not necessarily. Non-stock and special-order items may not qualify; custom made-to-order and bio-hazardous items are excluded from standard return eligibility. Refer to Return Policy.
Can I return opened sterile gloves or wipers?
For standard returns of cleanroom products, SOS policy requires unopened inner and outer packaging. The separate defective-product provisions may apply to verified defects and should not be confused with routine returns.
What happens if SOS shipped the wrong item?
Contact SOS with the order details and discrepancy. Under the published policy, SOS covers return freight when SOS made the error. Eligibility and refund handling remain governed by the current Return Policy.
What if I think a product is defective?
Do not discard the lot information, packaging or evidence prematurely. Contact SOS within the manufacturer warranty period with defect details and request an RMA. A manufacturer evaluation may be required before replacement or credit.
Supply continuity
Special orders, recurring purchases and stock planning.
Can a special-order item ship directly from a manufacturer?
Yes. SOS shipping guidance states some non-stock items may be factory-shipped. Lead times can vary; the published policy notes some special orders may take approximately 7–21 days for delivery, but actual product lead times may be longer. See Shipping Costs & Times.
Can I reserve stock for recurring cleanroom requirements?
For forecasting, usage-based pricing or recurring supply coordination, use Special Cleanroom Consumable Pricing and discuss what inventory or supply arrangements, if any, can be supported. Availability commitments must be explicitly confirmed.
Does SOSCleanroom offer Auto-Ship?
Some product pages include an optional Auto-Ship schedule. Availability and terms vary by product. Review the options shown on the exact listing and the linked program terms before enrolling; do not assume every product participates.
How do I avoid running out of qualified cleanroom consumables?
Track consumption and manufacturer lead time by exact approved SKU, size and unit of measure. Establish reorder points and pre-approve alternates through your quality process; stock substitution without approval can change sterility, cleanliness, chemical resistance or pack format.
Can I mix different variants in the same quote?
Yes—itemize each size, model and pack separately in the BOM. If a substitute is unacceptable, state that clearly. Provide annual usage by variant where possible so purchasing and supply continuity can be evaluated.
Quality and documentation
Product specifications, sterility, certificates and compliance claims.
Where can I find product specifications?
Start with the exact product listing and the SOSCleanroom Technical Vault. Use manufacturer TDS and product documents to verify specifications, not just a product title or a category label.
Can I request a Certificate of Analysis or Conformance?
SOS can help check manufacturer documentation availability. Provide the precise SKU, lot or batch number where relevant, and document requested—CoA, CoC, sterilization statement, technical data sheet or SDS. The Customer Service page explains how to request documentation. Availability is not guaranteed.
Is “ISO Class 5 glove” the same as a sterile glove?
No. Room classification and manufacturer cleanroom-use positioning do not establish a glove’s sterility. Review the sterile labeling and product documentation. See the Cleanroom Glove Selection Guide.
Are powder-free gloves always low-particle gloves?
No. Powder-free describes one glove attribute. Surface particles, extractable residues, ions, packaged cleanliness and chemical suitability are separate qualification criteria.
Does “ASTM D6978 tested” mean a glove protects against all hazardous drugs?
No. Chemotherapy-drug permeation results depend on the exact tested drug, concentration, formulation and conditions. For hazardous-drug compounding, the USP 800 guide explains the different protection requirements; facility SOPs and current authoritative requirements control.
Can a nonsterile wiper be used wherever a sterile one is required?
No. A nonsterile wiper is not a substitute for a sterile consumable when the applicable procedure requires sterility. Review manufacturer packaging, handling and process requirements before qualification.
What is the difference between cut-edge and sealed-border wipers?
Edge construction can affect fiber release and suitability for the cleaning task. For example, Texwipe TX1009 is a cut-edge polyester wiper while TX1010 uses a sealed border. See the Cleanroom Wiper Selection Guide.
Can SOSCleanroom certify a product as compliant with my facility?
Product and manufacturer documentation can support evaluation, but selection, validation, approved-use decisions and regulatory compliance remain the customer facility’s responsibility. Check the applicable official standard, approved SOP and quality system.
Technical product guidance
Find the correct guide before choosing the consumable.
Wipers
Choose wiper materials & edges
Swabs
Select a cleanroom swab
Gloves
Glove selection & USP uses
Pharmaceutical
USP 797 sterile compounding
Hazardous drugs
USP 800 handling
Cross-reference
Cleanroom Product Match
Which wiper should I use for ISO-controlled manufacturing?
Begin with the process contamination limits and surface: particles, fibers, NVR, ions, abrasion and solvent compatibility. ISO room classification alone does not certify a wiper. Compare products and obtain relevant manufacturer test data.
How do I compare similar sterile nitrile glove listings?
Confirm glove model, size, sterility, powder-free claim, cuff length, packaging, published chemical testing and the exact buy unit. Two products marketed for cleanrooms can be materially different.
What information is needed to choose a cleaning chemistry?
Identify the surface and soil, microbial-control goal if applicable, material compatibility, permitted solvent or disinfectant, required contact time, residue limits and whether sterile presentation is required. Follow the chemical manufacturer instructions and site procedures.
What should I tell SOS when requesting an alternate product?
Specify the current manufacturer part number and non-negotiable attributes. Note whether a sample trial, new lot test, approved change control or purchasing continuity requirement applies.
Direct product pathways
Selected product examples for faster research and RFQs.
These live SOSCleanroom catalog pages are examples to compare, not universal recommendations or claims of USP compliance. Confirm specific packaging, stock status, test documents and intended use before approval.
Dry polyester wiper
Texwipe TX1009 AlphaWipe 9 × 9
Dry polyester wiper
Texwipe TX1010 Vectra Alpha10 9 × 9
Precision swab
Texwipe TX714A Alpha Swab
Sterile glove
Ansell BioClean Excell BEXS
Pair-packed glove
TechNiGlove STN200P Sterile Gloves
Sterile swab
Texwipe STX714A Sterile Alpha Swab
Expanded purchasing support
International ordering, tax exemptions and multi-site procurement.
Does SOSCleanroom accept international orders?
The International Customers page provides checkout, payment and shipping instructions. Restrictions depend on destination, item classification and carrier eligibility. U.S. free/fixed-shipping promotions do not apply.
Are duties, import taxes and brokerage fees included?
Generally no. The recipient is responsible for applicable duties, taxes and brokerage charges; destination-specific assessments vary. Obtain landed-cost estimates from the relevant customs authority or importer.
Can international buyers pay using a foreign-issued card?
SOSCleanroom’s published international payment guidance directs international cardholders toward PayPal rather than direct processing of cards issued by non-U.S. banks; verify the checkout options currently available.
Can tax-exempt organizations purchase online?
Eligible purchasers may request tax-exempt ordering subject to applicable state requirements and valid documentation. The Tax-Exempt Ordering guide instructs new customers to create an account first and existing customers to sign in.
Can I request multiple ship-to addresses or a multi-site quote?
Use the RFQ form and specify each destination, usage split and documentation requirements. Confirm multi-site fulfillment arrangements with SOS before assuming they can be implemented.
Save time
Send the information that gets the request resolved faster.
| Help request | What to gather before contacting SOS |
|---|---|
| Track an order | Order confirmation or PO, ordering email and ship-to ZIP. |
| Freight planning | Exact SKUs, quantity, delivery address, carrier constraints and needed arrival date. |
| RMA / discrepancy | Order number, affected SKU, count, issue description, and photos if useful; retain original packaging. |
| Quotation / SPQ | BOM, manufacturer parts, sizes, buy units, forecast usage and substitution policy. |
| Technical document | Exact SKU and size, manufacturer, lot/batch if applicable, document type and quality deadline. |
| Product comparison | Existing model, facility use, material/sterile/chemical/ESD requirements and what can change. |
Use the Online Customer Service page to route questions, the quote form for detailed BOMs, and the RMA Request Form for authorized returns. These dedicated pages are preferred over an unstructured general inquiry when relevant.
Direct assistance
SOSCleanroom contact information and office hours.
Telephone
800-443-7101
Sales / customer service
sales@sossupply.com
Accounting
ar@sossupply.com
Purchasing
purchasing@sossupply.com
Business hours
Mon–Thu 9 a.m.–5 p.m. CT
Business addresses
10210 Forest Lane
Official source pages
Check the current policy or technical reference directly.
| Authoritative SOSCleanroom page | What to verify there |
|---|---|
| Shipping Costs & Times | Current shipping schedules, carrier restrictions and free-shipping exclusions. |
| Return Policy | Return eligibility, fees, reporting deadlines and defect provisions. |
| RMA Request Form | How to request return authorization. |
| International Customers | Export, payments, customs and freight procedures. |
| Tax-Exempt Ordering | Exemption documentation and account steps. |
| Quality Statement | SOSCleanroom’s quality approach and scope. |
| Technical Vault | Manufacturer and application-specific educational resources. |
| Special Cleanroom Consumable Pricing | Recurring purchasing and special price quotation options. |
SOSCLEANROOM | CUSTOMER SUPPORT
Need Help With a Specific Order or Qualified Product?
Contact the team with the exact SKU, part number or order information. We can help route your order inquiry, review candidate products and source available manufacturer documents while your quality team remains responsible for technical approval.
Contact Customer Service → Request Pricing →Call 800-443-7101 or email sales@sossupply.com.
Page review: October 28, 2026. This FAQ is a service and educational resource. Availability, office hours, shipping promotions, returns, policy language and manufacturer documents can change. Review the linked official SOSCleanroom pages and confirm item-specific arrangements before purchase. This page does not constitute a promise of delivery or product certification.