Client Services

Our customers are always our highest priority

At IL, we take pride in offering the best quality support and customers resources to meet the highest industry standards.

Customer Service

Contact us any time at 800-955-9525 or e-mail 


Our Ordering Department handles purchase requests for instruments, reagents, supplies and service contracts.  

To place an order: 

  • Call us at 800-955-9525, option 1;  Monday-Friday, 8:00AM-6:00PM, ET.  
  • Faxed us at:  781-861-6135
  • Enroll in our EDI program; e-mail us at for information. 


Orders received by 2:00PM ET are shipped the same day, via two-day delivery service, unless otherwise noted. 

  • Hazardous materials are shipped according to transportation guidelines and therefore, cannot be shipped via two-day service.  
  • Refrigerated and temperature-sensitive products are shipped Mondays–Wednesdays only, to avoid weekend delivery issues and ensure product integrity.

If you require emergency shipment, please contact us at 800-955-9525 for options. 

Expiration Dating and Sequestering 

  • Reagents and supplies with shelf-life limitations are shipped with an expiration of 90 days or more. 
  • Controls and Calibrators are shipped with an expiration of 30 days or more. 
  • Specific lots of controls and calibrators can be sequestered for up to 12 months, upon receipt of associated purchase order. 


  • If there is an error with your order, please notify us within 10 days of receipt. IL will issue a return-authorization number for free shipping return. 
  • Upon receipt of the returned item, IL will issue a credit (if applicable). 
  • Returned items must be unopened and in their original packaging.  Any products with customer markings on packaging cannot be returned for credit.
  • Hazardous material, refrigerated and date-sensitive products are not eligible for return. 

Click here for IRS Identification Number and Certification: W-9 Form 


e-Business Portal

IL Standard Terms and Conditions of Sale

All products, materials, components, goods, commodities, software, technology and any other items (the “Products”) and services offered for sale by Instrumentation Laboratory Company and/or its wholly-owned subsidiaries  (collectively, "IL") are sold subject to these terms and conditions of sale (these “Terms and Conditions”). These Terms and Conditions shall apply to the sale of the Products and/or services described in the IL quotation, sales order acknowledgment, invoice or other contract documentation to which these Terms and Conditions are attached or incorporated by reference. Except as expressly agreed by an authorized representative of IL in writing, no other terms and conditions, including any terms and conditions attached to, or contained within, Customer’s request for quotation, acknowledgment, purchase order or other contract documentation shall apply, and these Terms and Conditions shall supersede any such terms and conditions. Customer’s acceptance of the Products or services delivered by IL shall constitute Customer’s agreement and acknowledgment that these Terms and Conditions govern the purchase and sale of the Products or services.

Payment Terms

Terms are net 30 days from date of invoice, FOB shipping point. Invoices will be rendered on each shipment, partial or complete.


The prices stated are subject to any additions necessary to cover federal, state, municipal or other sales or use taxes or any other taxes upon the instruments, items or services described herein, all of which shall be paid by Customer.


IL reserves the right to correct all typographical and clerical errors which may be present in the prices or specifications contained herein.


IL warrants to Customer that the Products will substantially conform to all specifications furnished or published by IL when used in accordance with the applicable instructions during the applicable Warranty Period.  For purposes of these Terms and Conditions, the “Warranty Period” shall mean (a) for instruments, one (1) year from the date of acceptance; (b) for consumables, ninety (90) days from the date of delivery; and (c) for spare parts installed on any instrument, the longer of ninety (90) days from the date of installation or the remainder of the Warranty Period for such instrument.  

In the event of a Product failure during the Warranty Period, IL will repair or replace the Product or provide credit, at its sole option, upon prompt notification and compliance with IL’s instructions. IL makes no warranty and shall have no obligation with respect to damage caused by or resulting from accident or Customer’s misuse, neglect or use of parts, materials or products (including without limitation reagents or other consumables) not furnished by IL; or any unauthorized installation, alteration or repair to the Products.

IL makes no other warranty, express or implied. IL EXPRESSLY DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. No agent or employee of IL is authorized to extend any other warranty or to assume for IL any liability except as above set forth.

IL’s sole responsibility, and Customer’s exclusive remedy for any claims arising out of the purchase of any Product, is the repair, replacement or credit described above. In no event shall (a) the cost of such exclusive remedy exceed the purchase price paid by Customer for the applicable Product; or (b) IL be liable for any claims, losses or damages of any third party or for any special, indirect, consequential and/or incidental damages, liabilities arising from business interruption or for lost profits or revenues, whether arising in contract, tort (including negligence), warranty, strict liability or otherwise, even if IL has been advised of the possibility of such damages.


If the instrument incorporates software programs, the “sale” of such software shall not constitute a sale or transfer of any proprietary rights in or to the software but rather shall only constitute the right and license to use the software in accordance with applicable specifications, instructions and license terms and conditions of the licensor. Without limiting the generality of the foregoing, Customer shall not, and shall not permit any third party to (a) copy or reproduce the software; (b) translate, adapt, vary or modify the software; (c) disclose the software to any third party; or (d) disassemble, decompile or reverse engineer the software or create any derivative works based thereon.

Discount Reporting

The sale of the Products to Customer hereunder may involve a discount, rebate or other price reduction. Customer may have an obligation to report such price reduction or the true net cost in its cost reports or in another appropriate manner in order to meet the requirements of applicable federal and state anti- kickback laws, including without limitation 42 U.S.C. Sec. 1320a7b(b)(3)(A) and the regulations found at 42 C.F.R. Sec. 1001.952(g) and (h). Customer will be responsible for reporting, disclosing, and maintaining appropriate records with respect to such price reduction or true net cost and making those records available under Medicare, Medicaid, or other applicable government health care programs.

General Provisions

These Terms and Conditions shall be governed by, construed under and interpreted in accordance with the laws of the Commonwealth of Massachusetts, without regard to the conflicts of law principles thereof.  The provisions of the United Nations Convention on Contracts for the International Sale of Goods will not apply to these Terms and Conditions.  No failure or delay by IL in exercising any right, power or remedy under these Terms and Conditions shall operate as a waiver of any such right, power or remedy.  IL and Customer are independent contractors; neither is an agent or employee of the other or has any authority to assume or create any obligation or liability of any kind on behalf of the other. Any provision of these Terms and Conditions that is invalid or unenforceable under applicable laws with respect to a particular party or circumstance will be severed from these Terms and Conditions with respect to such party or circumstance without invalidating the remainder of these Terms and Conditions or the application of such provision to other persons or circumstances. The provisions of these Terms and Conditions which by their nature are required to survive the expiration or earlier termination of these Terms and Conditions shall so survive.