Skip to Content

Customer support FAQ

My order

U.S. Borax is unable to accommodate same day or next day changes or additions. Orders that are seven (7) days or more out from shipping may be modified in many regions. For APAC orders, we will need at least 4 weeks notice, provided the orders are not yet packed.

Please contact your customer service representative.

The OA will include:

  • Pick up number

  • Warehouse location

  • Pick up date

  • Delivery date (if U.S. Borax arranged)

  • Material ordered

  • Quantity

  • Pricing and tax (if applicable)

APAC orders are mostly full container load sea shipments so the OA will also include booking details such as:

  • ETS

  • ETD

  • Carrier

  • Vessel name

Contact your regional sales manager to learn what restocking fees are applicable to your return.

In the Americas:


For all other regions, visit our customer service page to find your local representative.

Contact your regional sales manager immediately and if emailing, please copy your customer service representative. You will need your purchase order number, the U.S. Borax sales order number (if you have it), the exact product name, quantity you have in question and the approximate date and location of where and when it shipped. If it is a quality issue, the manufacturing lot numbers will also be needed.

Please contact your regional sales manager to increase your credit limit or set different terms with U.S. Borax.

Start with your regional sales manager or customer service representative. If you are a North American customer, you may take our customer satisfaction survey.

Or, you may email us at usborax@riotinto.com.

Order documentation

Contact your customer service representative and provide the sales order number or PO number used for the purchase.

Typically, the C of A cannot be altered. Please contact your customer service representative for special circumstances.

C of As are generated at the time of shipment. They are reviewed and approved by the manufacturing site quality manager.

Please contact your customer service representative.

Please email or call your customer service representative.

Shipping (Americas)

The freight class for borates is 85.

U.S. Borax offers three methods of freight:

  1. U.S. Borax arranged freight (full truck loads using U.S. Borax’s third party logistics company)

  2. Customer pick up which includes less than truckloads (LTL) shipments

  3. U.S. Borax LTL, note subject a $250 surcharge and freight and fuel charges apply

No.

No. U.S. Borax does not set up and arrange freight through a customer’s carrier. U.S. Borax will provide all necessary pick up information; but for liability reasons, customers must arrange pick up with their own LTL carrier.

LTL quantities may be available at our discretion subject to a $250 surcharge. Additional charges, such as the cost of the LTL freight charges, will be added to the order.

Orders must contain at least one pallet.

There are three shipping terms that are discussed with your regional sales manager prior to purchase order (PO) placement:

  1. Collect: Freight is not on the U.S. Borax invoice. The freight invoice is sent directly to you by U.S. Borax’s third party logistics company.

  2. Prepaid and charged: U.S. Borax will include the appropriate freight charge on your invoice

  3. Prepaid: Please contact your regional sales manager

That is the maximum allowable freight load for the state of California.

The ship date is located in the upper right had corner in the “boxed” area. Please contact customer service if you need assistance locating this date.

Shipping (outside the Americas)

Please call our local customer service representatives.

APAC hotline: +65 66799316
Toll Free Line (North China): 10800 650 0580
Toll Free Line (South China): 10800 265 2553
Toll Free Line (Taiwan): 008 0665 1980

Or email: CSC_RTMAsia@riotinto.com

We have a number of customer service representative supporting Europe, India, the Middle East, and Africa.

Find your local team member and our hours of operation on our contact page.

Order pick-up (CA and France)

Email or call your customer service representative. U.S. Borax must have 24-hour’s notice to cancel or reschedule a truck. If a U.S. Borax arranged truck is at a plant or warehouse site and the order needs to be cancelled or rescheduled, a dry-run fee will be assessed to your account. There is no charge for order changes.

Customers may pick-up their products from 8 am to 2 pm. Pacific (PT). Please review your order acknowledgment for date and time. Hours are subject to change.

Note: This is a first come, first served facility. Plan to arrive early as there is no entry after 2 pm.

Customers may pick-up their products from 7 am to 2 pm. Pacific (PT). Please review your order acknowledgment for date and time. Hours are subject to change.

Note: This is a first come, first served facility. Plan to arrive early as there is no entry after 2 pm.

Customers may pick-up their products Monday through Friday at the following times (CT):

  • 8:00 to 12:00

  • 13:30 to 15:30

At our California operations, product is produced according to the originally requested pick-up date on the order acknowledgment (OA). U.S. Borax warehouses need to adhere to a pick-up reservation policy to ensure sufficient personnel are on-site to process and load the trucks.

Please refer to the order acknowledgement (OA) to confirm if your warehouse requires you to call ahead for pick up.

Contact your customer service representative for a new pick up date (lead times will apply). Please do NOT contact the warehouse or plant for rescheduling.