Most Frequently Asked Questions

You can review available order information through your SOSCleanroom account or follow the instructions on our Order Tracking page. The website chatbot can help with tracking questions. Have your SOS order number and the email used for the order ready.

For orders shipped by a carrier, tracking information is generally sent by email after shipment. If you have not received an update or need help interpreting a status, contact Customer Service with your order number or purchase order and ship-to ZIP code.

Visit Sign In and use the password-reset option. If you still cannot access your account, contact our team for guidance. For security, never email your password.

Use the Request for Quote (RFQ) form. Include manufacturer name, part number or SOS SKU, quantity, packaging or unit of measure, and ship-to ZIP. For recurring or multi-site purchasing needs, the same form also supports program-pricing inquiries.

Our team can review a manufacturer part number, application requirements, and available alternatives. Share non-negotiable specifications such as material, sterile status, packaging, or dimensions using our quote and cross-reference form. Product equivalence is not guaranteed; customers remain responsible for qualification for their intended application.

Many products ship from our warehouse in Dallas, Texas. Non-stock or special-order products may ship from a manufacturer or other location. Actual availability, origin, and lead time depend on the item. See Shipping Costs & Times.

Our published shipping schedule is Monday–Friday, 9:00 a.m.–3:00 p.m. Central Time, excluding holidays. In most cases, in-stock orders ship within one business day of receipt. This is not a guaranteed delivery date; transit time and availability vary by product and destination.

Checkout estimates are based on available shipment information, and package dimensions can affect air-service charges. If an adjustment is necessary, SOSCleanroom will contact you. Review shipping terms or ask Customer Service about time-sensitive shipments.

The published free-shipping promotion applies to qualifying orders with a product subtotal of $2,000 or more shipped within the contiguous United States. Large or oversized products, including tacky mats, are excluded, and applicable hazardous-material fees remain chargeable. Check the current shipping policy before ordering.

SOSCleanroom provides guidance for international customers. International shipping may require adjusted freight charges, duties, taxes, and brokerage fees; free or fixed U.S. shipping promotions do not apply. See International Customers before checkout.

Contact SOSCleanroom promptly. Cancellation may be possible while the order is being processed, but once it has left the facility it cannot be canceled. If a shipped order needs to be returned, review the Return Policy and request an RMA.

Eligible standard merchandise may generally be returned within 30 days of purchase, subject to the published Return Policy. A Return Merchandise Authorization (RMA) is required before sending anything back. A 20% restocking fee may apply; cleanroom items must be unopened in their inner and outer packaging for a standard return. Some products are excluded.

Submit the RMA Request Form with your order number, product information, and reason for the request. Wait for an approved RMA number and instructions before shipping a return.

Contact SOSCleanroom as soon as possible with your order number, affected SKU, quantity, and a description of the issue. The published policy asks that shipping damage be reported within 7 days and order discrepancies within 10 days to avoid a restocking fee. See the Return Policy for full terms.

Do not refuse delivery without coordinating with SOSCleanroom first. The published policy states that unapproved refused deliveries are subject to a 30% restocking fee plus applicable shipping charges. Contact Customer Service before taking action.

Start with the SOSCleanroom Technical Vault. For a specific item or lot document, contact our team with the manufacturer, exact part number or SOS SKU, document type, and lot or batch number when applicable. Manufacturer availability varies; documentation does not replace your facility's qualification procedures.

Published office hours are Monday–Thursday, 9:00 a.m.–5:00 p.m. Central Time, and Friday, 9:00 a.m.–4:30 p.m. Central Time. Holiday schedules may differ. For help, call 800-443-7101 or email sales@sossupply.com.

For general ordering and customer questions, email sales@sossupply.com. For departmental inquiries, use ar@sossupply.com (accounts receivable), ap@sossupply.com (accounts payable), or purchasing@sossupply.com (purchasing).

The published business address is 10210 Forest Lane, Dallas, TX 75243. The billing mailing address is P.O. Box 740813, Dallas, TX 75374. For pickups or local delivery requests, contact Customer Service in advance; availability and arrangements are not guaranteed.