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24/7 Customer Service
Goldleafs General FAQ
Q: What does the repair process look like for lab equipment or glassware?
A: Call or email us first and let us know what the problem is, we can give you a ballpark price and lead time. Then you will be provided with an official work order send in the piece to us for repair, we will provide a final estimate for the repair work. Once you approve of the work, we will start and keep you informed along the way.
Q: When is payment due on a glass repair?
A: Full payment is due after the repair is completed, for larger more complicated repairs, there may be an initial deposit required.
Q: What kind of custom lab equipment can Goldleaf make?
A: We can do custom glass blowing, custom machining, electrical work such as explosion proofing, and designing full systems. In the past, we have designed custom reactors, rotary evaporators, distillation kits, and more. Call for more details.
Q: When is customer service available?
A: We will respond to you as soon as possible. Emails will be replied to as soon as they are seen. Calls that are made after hours will likely be answered, if not, please leave a voicemail and we will get back to you asap.
Q: Can I see previous orders?
A: Yes, log in or create an account under the email your orders were placed under. Once logged in, you can review older orders placed under the same email address.
Q: Goldleafs website claims I already have an account, how can I access it?
A: If you have previously placed an order on our website, an account is automatically created under the email used. Use the “Forgot password” option to set your password for the first time if you have never logged in before.
Q: Can I track my order?
A: Yes, as soon as a label is created for your shipment you will receive an email with the tracking info.
Q: What is the main shipping provider used by Goldleaf?
A: For packages we mainly use USPS and UPS, freight shipments are made on a case by case basis. Call to organize your custom shipping requirements with your chosen carrier.
Q: How can I get certifications such as COA, UL, and more?
A: Call in or email and request the documents needed. Certain certifications require an additional charge which will be handled on a case by case basis.
Q: Can you guarantee a product when purchased?
A: All equipment sold by Goldleaf comes with an industry standard warranty, if anything we sell is not up to par with what is expected, please let us know and we will work out a warranty replacement when needed.
Q: Who should I call about a manufacturer warranty?
A: Start by calling us first, we can point you in the right direction and troubleshoot any defective issues or other problems you are having. Even for manufacturer warranties, you can call us first to get an idea of the warranty process moving forward.
Q: How long does delivery of equipment take?
A: It depends, smaller pieces are stocked in house and can ship out the same day, where larger pieces of equipment can have lead times exceeding 4 weeks. Our products should have an estimated lead time on their listing, call for clarification when needed.
Q: Can we provide install of equipment?
A: We are able to provide installation services when available, any help with installation must be requested several weeks in advance with extra charges covered.
Q: Can we provide training on equipment?
A: Yes, depending on the scope of training, we are able to do in person demos or classes when needed. Otherwise, we regularly provide video call consultations to get you up to speed with your equipment.