Our Analytical Laboratory Services Are Worldwide

Our Customer Service Team

Trilogy United States

Frequently Asked Questions

Q: Where should I send my samples?
A: Trilogy Analytical Laboratory Attn: Sample Receiving 870 Vossbrink Dr. Washington, MO 63090 USA

Q: I’m importing my samples from outside for the US, will I need an import permit to clear customs?
A: Not necessarily. An import permit requirement is based on the commodity of the sample(s) being shipped.

Q: How do I obtain an import permit for my shipment?
A: Trilogy keeps copies of all required permits on their sample submission page. Print the appropriate permit for the commodity of sample(s) being shipped and include the permit with the commercial invoice.

Q: When can I expect my laboratory results?
A: Laboratory results are delivered 3-5 business days from the date the sample is received.

Q: What happens after I place my order?
A: An order confirmation email will be sent, please check this to make sure your address is correct, if your address is incorrect please email Orders@TrilogyLab.com immediately and we will do our best to update your details.

Q: I entered the incorrect address on my order, how do I update it?
A: If you’ve entered the incorrect details, you must contact via email immediately (within 1 hr). Received orders are automatically sent to our shipping team who prepare your order for shipment ASAP. Please email Orders@TrilogyLab.com with the subject line “ONLINE ORDER – INCORRECT ADDRESS” and we will do our best to correct discrepancies.

Q: I ordered an incorrect item(s), how do I update it?
A: If you’ve placed an order for an incorrect item, you must contact via email immediately (within 1 hr). Received orders are automatically sent to our shipping team who prepare your order for shipment ASAP. Please email Orders@TrilogyLab.com with the subject line “ONLINE ORDER – INCORRECT ITEM” and we will do our best to correct discrepancies.

Q: When will my order ship?
A: Once you’ve placed an order please allow up to 72 hours for order processing for stock catalog items. Processing times vary due to the volume of orders we are managing. As soon as your order has been shipped you will receive a shipping confirmation email with all your tracking/shipment details.

Q: How long does shipping take?
A: Shipping times vary depending on your location. Shipments within the continental US should be complete within 3-5 business days from the date of dispatch. International shipments (outside of the US) should be complete within 7-10 business days from the date of dispatch. Shipping dates do not include time for customs clearance.

Q: How are custom fees handled?
A: Please take note that you, the buyer, are responsible for any VAT, tariff, duty, taxes, additional handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand and cannot give an estimation of the cost. As an international customer, we encourage you to do research before ordering to ensure all charges are understood and expected when clearing your package through customs.
Orders may be returned for various reasons including: non-payment of tariffs, incorrect address, unclaimed at post office, etc. If a package is returned or rejected, the customer will be contacted and will be required to pay for re-shipment of package.

Q: My order has shipped to the wrong address, what do I do?
A: Please call your local UPS to begin an inquiry. Unfortunately, once the package has left our facility, we only have the same tracking information available to us.