CUSTOMER SERVICE & SUPPORT

Ordering

All orders can be placed with Sensient’s Customer Service department in Saint Louis, MO. Standard customer service hours are from 7:30 AM to 5:30 PM CST, though orders can be faxed or emailed at any time. Orders received after 5 PM are marked for the next business day. Each order will be acknowledged the evening it is entered into our system; you should receive this via email or fax. If you don’t receive it, or if you find errors, please call us.  For the quickest support, contact the Customer Service department at

(800) 325-8110

Sensient Colors LLC
2515 N Jefferson Ave
Saint Louis, MO 63106
Fax: (314) 658-7326

Lead time

Products in stock usually ship within 2-3 business days. Manufacturing lead time will vary by item, from as little as 5 business days for repackaging to 10 or 15 business days for most blends. Additional lead time may be required, depending upon raw material availability and standard testing of the particular product. Please ask a Customer Service representative about standard lead time or send inquiries on multiple items to our Data Specialist at the email address above.

Credit Application and Terms

If your company has not purchased from Sensient in the last three years, you might be required to complete and return a credit application and a Customer Information Form. Our standard credit terms are Net 30 days. Payment must be made in US Dollars. Please see our remittance information letter for all payment options.

Freight

Standard pricing is FOB our St. Louis dock. Standard shipping is PPA (prepaid & added to the invoice), with shipments less than 150 lbs. sent via parcel. Please note that some products require temperature or hazmat precautions, which can increase the cost of freight. You may choose your own collect carrier, either by specifying it on your purchase order or by sending us your standing preferences via email in advance. In addition, collect parcel shipments require an account number for shipment. Our Saint Louis, MO, dock ships in order of carrier arrival from the hours of 8AM to 5PM at the following address:

2715 Benton St
St. Louis MO 63106
(314) 286-7131

Purchase Order Requirements

Each purchase order must total $300. To ensure accuracy, we require the following on every order:

  • Shipping address
  • Invoicing address
  • Product code, quantity, and unit of measure
  • Contact name and phone number; also fax number or email address
  • Shipping preferences for purchase order
Invoice Deductions and Returns

Invoice deductions must be pre-authorized. If your invoice is incorrect for any reason or material has arrived damaged, please note the damage on the carrier’s delivery receipt and contact Customer Service immediately. Also, please take photos of any damage to assist us in credit approval and claims.

All returns must also be pre-approved with a Return Authorization number or they will be refused at Sensient’s dock. Non-defective material returns are only at Sensient’s discretion, and a restocking fee (minimum $100) might apply. All returns must retain the original seals.

Quality Concerns

Sensient takes all quality concerns very seriously. As such, we require the following information to fully investigate any issue:

  • Purchase order number and date of receipt
  • Sensient product code and lot number
  • Quantity of product in question
  • Detailed description of the problem, along with test results if applicable
  • Pictures of defective material
  • In some situations, a sample of the material may be required; we will advise you if this is the case.