U.S. Borax Customer Service

If I want just one pallet, what is the less than truckload (LTL) price and are there extra charges?
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.
How can I modify my order, including shipment quantity?
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. Please contact your customer service representative.
What information is on the order acknowledgement (OA)?
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)
What are my freight options?
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
Can U.S. Borax call my carrier and set up the freight?
Can U.S. Borax set up my less than truckload (LTL) order with my special carrier?
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.
What are the freight charges?
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
Why can U.S. Borax only ship 42,500 lbs from California?
That is the maximum allowable freight load for the state of California.
How do I know what date my order is shipping?
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.
Who do I contact if I need to move my pick up or shipment date? Are there restrictions? Additional costs?
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 the account. There is no charge for order changes.
What are the hours of pick-up at your Boron location?
Customers may pick-up their products from 7 a.m. to 2 p.m. Pacific (PT). Please review your order acknowledgment for date and time. Hours are subject to change.
Why can’t my driver pick up my order late?
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.
Do I need to call ahead to pick up my order?
Please refer to the order acknowledgement (OA) to confirm if your warehouse requires you to call ahead for pick up.
What if I miss my pick up date?
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.
How do I obtain a bill of lading (BOL) for my truck or rail car delivery?
Please email or call your customer service representative.
How do I obtain a Certificate of Analysis (C of A)?
Contact your customer service representative and provide the sales order number or PO number used for the purchase.
Can I have the Certificate of Analysis (C of A) modified?
Typically, the C of A cannot be altered. Please contact your customer service representative for special circumstances.
Why am I unable to get a Certificate of Analysis (C of A) prior to my shipment?
C of As are generated at the time of shipment. They are reviewed and approved by the manufacturing site quality manager.
How do I obtain a North American Free Trade Agreement (NAFTA) or European Declaration?
Please contact your customer service representative.
What is your policy on returns?
Contact your regional sales manager to learn what restocking fees are applicable to your return.
What do I do if I receive the wrong product or damaged material?
In the Americas:
For all other regions, visit our customer service page to find your local representative.
How do I file a formal complaint from my company?
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.
Who do I need to talk to if I think I need a pricing credit?
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.
How do I increase my credit limit?
Please contact your regional sales manager to increase your credit limit or set different terms with U.S. Borax.
How do I request my invoices be sent by email?
Contact your customer service representative.

U.S. Borax, part of Rio Tinto, is a global leader in the supply and science of borates—naturally-occurring minerals containing boron and other elements. We are 1,000 people serving 500 customers with more than 1,700 delivery locations globally. We supply 30% of the world’s need for refined borates from our world-class mine in Boron, California, about 100 miles northeast of Los Angeles.  Learn more about Rio Tinto.

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