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Frequently Asked Questions
Everything you need to know about ordering, shipping, returns, and finding the right Reliable formula. Don't see your question? A real person in Oneida is a call or message away.
01 Orders & Shipping
How much is shipping?
Shipping is calculated automatically at checkout. Add items to your cart and proceed to checkout to see shipping method choices and prices before submitting payment.
When will my order ship?
Orders ship from Oneida, NY shortly after payment is received. You'll get a shipment confirmation email with tracking within 24–48 hours of shipment.
How do I track my order?
Use the tracking link in your shipment confirmation email. Didn't receive one? Contact us and we'll resend it.
My order never arrived, or an item is missing.
Check your tracking first to confirm delivery status. If your package shows "delivered" but you don't have it, or an item is missing from the shipment, contact customer service and we'll make it right.
Do you ship drums and bulk sizes?
Yes — 15, 30, and 55 gallon sizes ship by common carrier (freight) with a custom quote. See our Shipping & Returns page for details.
Do you ship internationally?
If your country isn't offered at checkout, we can't ship there at this time. Contact us about distributor options in your region.
02 Returns & Billing
What is your return policy?
Contact customer service to start a return — full details are on our Shipping & Returns page. If you received the wrong product, contact us within 72 hours of delivery.
When will my refund appear?
Credits are typically issued within 7–10 business days from when we receive your item(s).
Do I have to pay sales tax?
Sales tax is applied at checkout where required by law, based on your shipping address.
What payment methods do you accept?
All major credit and debit cards, plus the express payment options shown at checkout. Payment is processed through Shopify's secure, PCI-compliant checkout.
03 Products & Safety
Where can I find Safety Data Sheets (SDS)?
Every formula's SDS is available in our SDS Library, and on each product page under the "Safety Data Sheet" tab.
How do I find the right product?
Use the Product Finder to get a recommendation based on what you're cleaning, or ask us — we've been matching customers to formulas for 50 years.
Where can I buy locally?
Use the Distributor Locator to find a stocking distributor near you.
04 Wholesale & Security
Do you sell wholesale or to dealers?
Yes. Visit our Dealer & Wholesale page to get set up.
Is my information secure?
Yes — the entire site and checkout are SSL-encrypted, and payments are handled by Shopify's PCI-compliant payment system. Your information is never sold to any other company.
Still have a question?
Fifty years of cleaning problems solved — chances are we've seen yours before.