Submit a support ticket for product issues, returns, tax exemption, or credit applications — or reach our US and EU teams directly. Every inquiry becomes a tracked ticket in our helpdesk, and a specialist follows it until it is completely resolved.
We reply to web inquiries within 1–2 business days
Response time: we reply to all web inquiries within 1–2 business days. For urgent issues, call during regional business hours. Live chat is also available on this page.
Support FAQs
Quick answers to the questions our customers ask most.
How do I submit a support ticket to Aladdin Scientific? ＋
Use the support form on this page. Choose an inquiry type — Report Product Issues, Tax Exemption, Credit Application, or Anything Else — fill in the required details, and submit. Your submission creates a tracked ticket in our helpdesk and you immediately receive a confirmation email with your ticket number.
What happens after I submit a support ticket? ＋
First, you receive an email confirming your ticket. The ticket then enters our support system and is assigned to a support specialist. When we reply, the response is added to your ticket and you are notified by email. You can read the reply in the email or on your ticket page after signing in to your account.
How do I check the status of my ticket or read your replies? ＋
Sign in to your account and open the Mis Tickets de Soporte page to see every ticket, its status (Open or Closed), and the full reply history. Each reply is also emailed to the address you used to submit the ticket, so you can follow the conversation without logging in.
How long does Aladdin Scientific take to respond? ＋
Our scientific support and customer service teams respond to all web inquiries within 1 to 2 business days. For urgent matters, call our US team at 1-833-552-7181 during business hours.
What information do I need to report a defective, damaged, or missing product? ＋
Have your Item Number, Lot Number, and Order Number ready, along with a short description of the problem. You can also attach photos of the product and packaging. Providing the lot and order numbers lets us trace the shipment and resolve the ticket faster.
How do I check my order status? ＋
Sign in to your Aladdin Scientific account and open Order Status to see real-time updates. In-stock items ship the same day, so tracking details usually appear shortly after your order is placed.
Where can I find the SDS, CoA, COO, or structure for a product? ＋
Use the SDS/CoA/COO/Structure Search tool on our site. A Certificate of Analysis (CoA) and Safety Data Sheet (SDS) are available for every Aladdin Scientific product, and you can download them by entering the item or lot number.
How do I apply for tax exemption or open a credit account? ＋
Select Tax Exemption or Credit Application from the Inquiry Type menu on this page. Each option opens the correct application form, and your submission is tracked as a ticket until it is processed.
How do I request a quote for a bulk or custom order? ＋
Use the Bulk & Custom Inquiry form to request pricing for larger quantities or custom synthesis. Include the item number, quantity, and packaging you need, and our team will follow up with a quote.
How do I contact Aladdin Scientific by phone or email? ＋
In the United States, call 1-833-552-7181 or email [email protected] (customer service) or [email protected]. In Europe, email [email protected]. Our US office is at 14078 Meridian Parkway, Riverside, CA 92518, and our European hub is at Westring 2, 33142 Büren, Germany.
Are Aladdin Scientific products for research use only? ＋
Yes. Products are supplied to verified businesses, institutions, and qualified professionals for research and development use only. They are not for use in humans, animals, diagnosis, or therapy.
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Products are supplied to verified businesses, institutions, and qualified professionals for research and development use only. Not for use in humans, animals, diagnosis, or therapy.
