Frequently Asked Questions
Products & Solutions
What types of products does Direct2Lab offer? Can you cover our daily lab needs?
What types of products does Direct2Lab offer? Can you cover our daily lab needs?
Direct2Lab focuses on certified laboratory consumables and selected small lab equipment used in routine research and analytical workflows.
Our e-commerce platform offers 600+ active SKUs covering high-frequency items such as pipette tips, tubes, plates, bottles, and related lab essentials.
For on-site usage, our Grab&Go smart kiosk provides a curated set of approximately 50 high-consumption SKUs designed to cover the majority of day-to-day lab usage. If a commonly used item is not currently listed, please contact us, and we can evaluate and prioritize adding it to our platform.
What is the difference between the e-shop and the Grab&Go smart koisk?
What is the difference between the e-shop and the Grab&Go smart koisk?
E-shop and Grab&Go are different solutions we provide to your lab.
E-shop is Tailored to boost your lab’s efficiency—get the supplies you need on time, no extra hassle, no delays to your R&D. The e-shop provides broad SKU coverage with no minimum order quantity and standard delivery, making it suitable for lower-frequency or specialized purchases.
Grab&Go is a fully automated lab supply station installed on-site—giving scientists 24/7 access to essential consumables with instant checkout via RFID tags. This solution is designed for items consumed daily.
Do you offer compliance-ready or GMP-aligned consumables?
Do you offer compliance-ready or GMP-aligned consumables?
Yes, selected consumables available through Direct2Lab are manufactured under ISO 13485 or equivalent quality management systems where applicable. These products are commonly used in preclinical research, analytical labs, and regulated environments.
Quality documentation such as Certificates of Quality or lot traceability information can be provided upon request for applicable consumables.
Grab&Go
What is Grab&Go, and how is it different from standard lab ordering?
What is Grab&Go, and how is it different from standard lab ordering?
Grab & Go smart Kiosk is tailored for lab efficiency—we combine RFID-powered, AI-enabled smart inventory systems with Direct2Lab’s reliable lab essentials to deliver a novel stock solution: simplify your supply management, and cut stock risk to zero.
Grab&Go places high-frequency lab consumables directly inside your lab. Instead of waiting days for deliveries, your team can access essential items instantly while usage is automatically tracked and replenished.
What products are included in a Grab&Go kiosk? Can the Grab&Go kiosk assortment be customized?
What products are included in a Grab&Go kiosk? Can the Grab&Go kiosk assortment be customized?
Usually we put frequently used lab consumables in our Grab&Go Kiosk.
Yes, we would provide a list of products that is frequently used for your reference, and we can also tailored to your needs.
How is billing handled for Grab&Go usage?
How is billing handled for Grab&Go usage?
Usage is consolidated and billed on a recurring basis, typically monthly. Clear usage and billing summaries are provided to support internal visibility and reconciliation.
How do we get started with Grab&Go?
How do we get started with Grab&Go?
You can request a Grab&Go assessment through our website or contact our team directly. We will review your lab’s needs and recommend a suitable configuration.
Orders & Purchases
Why is Direct2Lab pricing often lower than traditional lab suppliers?
Why is Direct2Lab pricing often lower than traditional lab suppliers?
We operate a digital-first supply model with streamlined sourcing, reduced distribution layers, and centralized logistics. This structure allows us to offer competitive pricing while maintaining consistent quality and reliable fulfillment.
Do you offer volume discounts or minimum order requirements?
Do you offer volume discounts or minimum order requirements?
There is no minimum order quantity on our e-shop. Single-pack purchases are supported.
Volume-based discounts and custom pricing may be available based on annual spend and purchasing profile. Grab&Go programs typically involve a monthly usage threshold, which can be discussed during onboarding.
How can I access invoices and billing statements?
How can I access invoices and billing statements?
For e-shop customers, after placing the order, you will receive the receipt, billing statement and invoice in order confirmation email.
For Grab&Go customers, you can find a consolidated bill monthly from your billing email address.
Do you provide technical or product support?
Do you provide technical or product support?
Yes. Our support team assists with product selection, usage questions, and general troubleshooting.
Support is available at support@direct2lab.com with additional on-boarding or on-site support available for certain Grab&Go deployments.
What payment methods and terms are available?
What payment methods and terms are available?
Customers without approved credit accounts can place orders using a credit card at checkout.
Approved credit accounts may qualify for Net 30 terms or monthly consolidated billing. Specific terms are outlined in the applicable Sales Agreement.
How do I cancel or edit an order?
How do I cancel or edit an order?
We understand that mistakes happen. Before the shipment, if you need to cancel or edit your order information, such as the delivery address or contact number, please contact our customer service team at support@direct2lab.com.
Once an order has been shipped, cancellation requests will be treated as return requests subject to our return policy.
Please note:
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received.
Which law governs purchases made through Direct2Lab?
Which law governs purchases made through Direct2Lab?
Unless otherwise specified in a written agreement, purchases are governed by the laws of the State of Delaware, USA, excluding conflict-of-law principles. Additional commercial terms are defined in the applicable Sales Agreement.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3 business days after your order is processed. Delivery times may vary depending on your location and the shipping method chosen at checkout.
While we strive to meet these timelines, carrier delays or external factors (e.g., customs, weather) may occasionally impact delivery. Tracking updates will reflect any changes. In the event of a delay caused by our logistics partners (excluding force majeure events), please contact our customer service team to discuss solutions.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What happens if an item is temporarily out of stock?
What happens if an item is temporarily out of stock?
We maintain safety stock for core SKUs and actively monitor inventory levels. If an item is temporarily unavailable, you will be notified promptly and offered an approved alternative or a credit toward a future order, subject to availability and approval.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, live chat or through the contact form on our website. Please provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all of my order.
I didn't receive all of my order.
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
What warranty coverage do you provide?
What warranty coverage do you provide?
Consumables are covered against manufacturing defects for a limited period from shipment. Equipment warranty terms vary by product and manufacturer. Warranty claims are reviewed based on product condition, usage, and supporting documentation.
