FAQs
In this page you can find information about:
- Commonly asked questions
- Account Information
- Checkout
- Company
- Orders
- Payment
- Privacy
- Products
- Returns
- Sales Tax & Exemptions
- Shipping
- Shopping
- Warranties
1. Commonly asked questions
What are your policies on shipping, time, problems, etc?
You can view our shipping policies via our Terms and Conditions on bottom of home page and in Sect 11 below
Where do I register?
To register for a Viscosity Oil Company (VOC) account please visit the following link: https://www.viscosityoilshop.com/account/register
2. Account Information
Is it mandatory to create and account?
Registration is not mandatory to complete checkout, unless you are a tax-exempt company, which would be required. Please review section 10 of this page.
How do I register for an account?
To register for an account, click the Register button located in the top right side of our homepage or the link in section 1 above
I forget my password. How can I retrieve it?
You can visit the Password Reset page to have an email sent to you to reset your password.
What are the benefits of creating an account?
Registration is not mandatory to complete checkout. By registering you receive the following benefits:
- Reorder quickly by browsing through items you’ve purchased in the past with our Rapid Reorder feature.
- Upload tax forms
All information received from you during the registration process is transmitted to a secured server. You can only access your information after logging in with the unique e-mail and password combination you created during registration.
3. Checkout
How do I place an order?
To place an order, add the items you wish to purchase to your shopping cart. On the cart page, just below the subtotal, you will find our Shipping and Tax Calculator. Be sure to correctly enter your postal code. This will provide shipping costs for the items in your cart if it applies. Continue with checkout by selecting "Proceed to Our Secure Checkout" and follow the prompts provided.
4. Company
How do I contact a Customer Solutions Specialist?
Our Customer Solutions Specialists are available from Monday through Friday, from 9 a.m. to 5 p.m. We can be reached by sending a message through the “Contact” link at the top of our Store Home page or phone at 630-850-4000 to answer any questions you may have!
How long has VOC been in business?
VOC has been in business since more than 100 years ago. Please visit the About Us page to learn more about our company!
5. Orders
May I add to or modify my order?
Once your order is placed, we cannot guarantee that it can be modified or cancelled. If you wish to modify your order, please contact us as soon as possible.
May I cancel my order?
Once your order is placed, we cannot guarantee that it can be canceled. If you wish to cancel your order, please contact us as soon as possible.
How can I get a receipt or copy of the invoice for my order?
You will be e-mailed a copy of your invoice once the order ships from our warehouse.
I received an item that is different from what I ordered. What should I do?
If you believe you received the incorrect product, please keep the item(s) unused and in the original packaging and reach out to our Customer Solutions team. They will work with you to reship the correct item or offer a refund. We may require a picture of the incorrect product you received and will cover the cost of return shipping for that item.
Is there a minimum order requirement to purchase from your site?
There is no minimum order requirement to purchase from our site. We accept all orders large and small! Friendly reminder that all orders over $3,000 will qualify for free shipping and discounts are applied based on the total value of each order.
(Orders eligible for free shipping must meet the $3,000 subtotal after discounts has been applied and before taxes)
6. Payments
May I pay with a credit card?
Yes, we can accept most credit cards, if the card has been registered with a billing address. Only a single credit card may be used to process the order.
What currency are prices listed in?
All pricing is listed in U.S. dollars ($) on the website.
7. Privacy
Do you share any of my personal information with outside companies?
We use third party providers to ship orders and to process credit card transactions. We only provide these companies the appropriate and necessary information.
Does VOC collect any information about me while I'm on the site?
The VOC Store is the sole owner of the information that is collected from customers on this site. We do not share any information about you with third parties in any way. Customer information is used by the VOC Store to:
- Process orders
- Provide a personalized shopping experience for registered customers
- Send e-mail newsletters full of specials and helpful information to those who opt to receive them
- Monitor traffic patterns to improve our site's functionality and user-friendliness
See all the detail of the Privacy Policy at the bottom of the home page.
8. Products
Where can I find the SDS and PDS of the products?
You can find available the detail information of our products in the site https://www.viscosityoil.com/product-portfolio/
Do you offer samples?
VOC does not offer product samples. We recommend purchasing the item in smaller pack sizes, when available, before committing to a larger order.
9. Returns
What is your return policy?
Once customer receives their order, any issues related to loss or damaged products must be communicated to our Customer Solutions Specialists within 7 days of receipt.
With a few exceptions, once agreed, all regularly stocked products can be returned within 30 days of receipt if the product is unused and in its original packaging. Please contact our Customer Solutions Specialists to discuss.
Please see Terms and Conditions section 7 for further detail.
10. Sales Tax & Exemptions
May I be approved for tax-exemption without a registered account?
Your tax exemption cannot be automatically applied to orders without a registered account. To upload your tax exemption documents, you will need to create a VOC account and as part of the process you will find the options to indicate that your company is tax exempt and to upload the supports. Remember that you can register for free by clicking https://www.viscosityoilshop.com/account/register
May I upload multiple tax exemption forms to my account?
Yes, you may upload more than one tax exemption form to your account. Please note that documents must be uploaded one at a time. If you are applying for tax exemption in multiple states, please be sure to select the appropriate state in the drop-down menu next to the document uploader for each form that you submit.
Do I need to upload a resale tax document for each state if I ship to multiple states?
State tax exemption documentation requirements vary from state to state. If you are not sure which states will accept your tax exemption form(s), please reach out by sending a message through the “Contact” link at the top of our Store Home page or to the phone at 630-850-4000 for assistance.
How do I apply for tax exemption?
Before submitting your tax exemption documents, please be sure to create a registered account. Once registered, you can submit your tax exemption documents by clicking on My Account and then Upload Tax Exempt Form.
If I do not complete all areas of my tax exemption form, can the tax team edit my tax form?
If the tax exemption form that you submit is incomplete, we cannot accept it and will ask that you fill out the form in its entirety. The tax team is not permitted to edit or alter tax forms in any way.
Is my business tax-exempt?
It is your responsibility to ensure that you/your organization is eligible to claim an exemption from state sales tax. If you're unsure, contact a tax professional for advice before you apply for tax exemption with us.
What happens after I submit my tax exemption forms?
After reviewing your forms, a member of the tax exemption team will reach out to you within 1-3 business days regarding the exemption status of your account. If necessary, we may require additional information or adjustments to your form. Please be sure that the e-mail address associated with your VOC account is active and the best e-mail address to reach you.
What if my tax exemption documents expire?
If your tax exemption form has an expiration date, we will note this on your account. As the expiration date approaches, you can expect to receive email notifications from us regarding the next steps if you would like to maintain your tax-exempt status. The first email will be sent to you one week prior to the form’s expiration date. If we do not receive a new form in that time, a second email will be sent the day the form expires notifying you that the tax exemption associated with your account has been removed. These emails are automatically sent to the address on file with your account, so please be sure that the email associated with your VOC account is active and the best email address to reach you.
What information should be included on my tax exemption form?
Tax exemption documents vary state-to-state. If your tax exemption form has sections that need to be filled out, please complete all fields. This will help to expedite the processing of your form.
- If the document requires a signature, the signature provided must be handwritten and may not be electronically generated.
- If your form has a Seller or Vendor field, please add our information in those fields: VOC, 40 Citation Lane, Lititz, PA 17543
- If your form asks you to specify single purchase exemption or blanket exemption, please be sure to do so.
Who should I contact if I have a question about tax on my order?
Our Customer Solutions Specialists are available from Monday through Friday, from 9 a.m. to 5 p.m. We can be reached by sending a message through the “Contact” link at the top of our Store Home page or to the phone at 630-850-4000 to answer any questions you may have!
Why am I being charged sales tax?
As an online retailer, VOC is required to collect sales tax. Sales tax is determined based on the ship-to state. Please upload the required tax document for each state you are shipping to.
Will my account be tax exempt immediately after uploading documents?
Every tax exemption document must be reviewed by our tax exemption team to ensure that all required information is provided. For this reason, your account will not be immediately tax-exempt. It will take 1-3 business days for you to receive a response regarding the tax exemption status of your account. You will be notified by e-mail if your documentation has been accepted or if we need additional information.
11. Shipping
May I pick up my order?
All orders placed through VOC will be shipped to their destination via a commercial carrier. For safety, insurance, and logistical reasons, customers cannot pick-up orders from our warehouses or vendor locations.
Will my carrier contact me prior to delivery?
The carrier may contact you approximately 24 hours prior to the estimated arrival of your order, if necessary, using the phone number or email provided at checkout.
May I ship orders to multiple addresses?
Please note that we are not able to split up an order to ship to multiple addresses.
Do you ship to Canada?
No, we do not ship to Canada (at this time).
How can I save on shipping?
We know you want your products delivered in perfect condition and quickly, so we invest in distribution to be the fastest, most reliable shipper in the industry. Orders above $3,000 are shipped cost free, so it is the best way to optimize your costs.
Item(s) in my ground order were damaged/missing. What should I do?
If any part of your order is missing or damaged, please keep the items and packaging and contact us within 7 business days of receipt so we can find a solution for you. We may request pictures of the damage to help with this process. If you have an opportunity to sign for the product upon delivery, please take a moment to look for damage and shortages. If you find any, please note that on the delivery paperwork.
12. Shopping
Do you have a catalog that you could send to me?
Because we carry a lot of items on our site and are adding and updating products regularly, we are unable to keep a paper catalog current. Our website contains real-time information on all of our products, and our Content staff works diligently to keep the entire inventory up-to-date online. If you have any questions about products offered on our site, feel free to contact our Customer Solutions team for help!
How do I add items to my shopping cart?
After locating the items you're interested in on our site, add the item to your shopping cart by clicking the “Add to Cart” button. Please note there may be a drop-down menu above the “Add to Cart” button. If available, you will need to make a selection (such as size) before adding the item to your cart. While shopping, you can view your cart at any time by clicking the “Cart” button located at the top right corner of the screen.
How do I find the items I want to purchase?
There are a few easy ways to locate items on our website! You can search for items using the Search Bar located at the top of the home page. Products are searchable by our item number, title, size. If you're looking for a more general item or to browse our website, you can browse using Product Collections and narrow down the search results using filters. If you have any questions about finding items on our website, feel free to contact our Customer Solutions team.
How do I get to my cart?
To enter your cart page, click on the "Cart" button located at the top, right-hand corner of our website. You can also access your cart each time an item is added to it via the item's page.
How do I unsubscribe from VOC emails?
A link to unsubscribe is located at the bottom of every email. Additionally, logged in users can manage email preferences from their account.
How do I update quantities and/or delete items from my cart?
To update the quantity of an item already in your cart, use the arrows to the right of the product title to increase or decrease the quantity on the product’s line. You must click Update Cart, located above the price of the product, to ensure the changes are saved. If you would like to delete an item from cart, you can change the quantity to 0 and click Update Cart or click on the X all the way to the right of the total on the product’s line. You can also click Empty Cart, located right next to Update Cart, to remove all items.
13. Warranties
See all the detail of the Limited Warranty Policy at the bottom of the home page.