Shipping & returns

Where we ship from

Lactaz dispatches from its own warehouse in London, Ontario, Canada. There is no third-party fulfilment house between us and your order, which is why we can answer a question about a specific drum.

Where we ship to

Lactaz sells direct to North America, Europe and the Middle East. That is the reach of the business, not a guarantee that every product travels to every address in it. Several grades are concentrated acids, and what can be shipped, in what pack size, to which destination depends on the destination and on the carrier. We confirm that per order rather than assume it.

Prices on this site are in Canadian dollars. Anything you see quoted per litre is computed from the same price.

One thing we can state exactly, because it is how the checkout is configured today: online checkout accepts a shipping address in Canada or the United States only. Everywhere else is served by email — write toInfo@lactaz.com and we will quote it. That is a setting on the payment page, not a statement about where Lactaz is willing to ship.

Drums and pallets are quoted, not checked out

25 L drums and pallet quantities do not go through the normal checkout. Tell us the grade, the size, the volume and the destination on thebulk order page and we come back with a price and a lead time. This is deliberate: at that volume, how the goods travel is part of the quote.

Concentrates, and handling them safely

Most of the industrial and professional range ships as a concentrate, not as a ready-to-use liquid. Several grades sit at pH ~1.3, and one is published only as <2. A concentrate at that pH will attack skin, eyes and some metals. Treat every drum and every bottle as what it is.

• Keep product in its original, labelled container. Do not decant into a drinks bottle.
• Dilute to the ratio published for that grade before use. Every published ratio is on thespec ledger.
• Add product to water, not water to product.
• Do not mix a Lactaz acid with bleach, with any hypochlorite product, or with another manufacturer's cleaner.
• Check the material notes for the grade before putting it on copper, carbon steel or aluminium. Where we publish a note, it is on the grade page.
• Wear eye protection and gloves when handling the concentrate, and store it out of reach of children. Storage conditions are published per grade where Lactaz publishes them — they are not the same for every product, so do not read one grade's note onto another.

A safety data sheet is issued per grade, per size and per destination market. If you are receiving a drum, request the current revision before it arrives rather than after.

Returns on unopened product

Unopened product, in its original sealed packaging, with its labels intact and its seal unbroken, can be returned. Write toInfo@lactaz.com with your order reference before sending anything back, so the return is expected and the goods are handled correctly on arrival.

Opened chemical product cannot be taken back. Once a seal is broken on a concentrate we cannot verify what is in the container or how it was stored, and we will not resell it to somebody else. That is a safety position, not a commercial one.

Skin-care product is in the same position: once it is opened it is not returnable.

If a shipment arrives damaged or wrong

Tell us before you use it. Photograph the outer packaging, the container and the label, and send the pictures with your order reference. If a container is leaking, do not handle it without gloves and eye protection — call us on+1 (866) 365-2545 and we will talk you through it. We would rather replace a drum than have somebody improvise with one.

What this page cannot tell you yet

The following are genuinely not published. Rather than guess at a number that would end up on an invoice, this page says so.

• Delivery and transit timesNot published
• Carriers and shipping methodsNot published
• Shipping charges and free-shipping thresholdsNot published
• Dangerous-goods classification for the concentratesNot published
• Whether 25 L drums ship to a residential addressNot published
• The return window, in daysNot published
• Who pays return shippingNot published
• Restocking charges, if anyNot published
• Duties, customs and provincial or state taxNot published

Ask and we will answer for your specific order:the contact form routes it, or write straight toInfo@lactaz.com. We answer9 AM – 5 PM.