Standard Supply Chain Services. Customer Handbook Lubrizol Additives North America

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1 Standard Supply Chain Services Customer Handbook Lubrizol Additives North America 1

2 Introduction At Lubrizol, the team of professionals responsible for managing your account is dedicated to making it easy for you to do business with us. This handbook, which details our standard offerings, has been developed to ensure an efficient an effective supply chain for our customers. Supply chain offerings beyond the standard are available, and we welcome the opportunity to review your requests and provide you with service options. There are typically nominal fees associated with non-standard requests, which may require additional supply chain resources. Lubrizol Additives is a pioneering global supplier of chemical additive technologies including additives for engine oils, driveline and other transportation-related fluids, and industrial lubricants, as well as additives for gasoline and diesel fuel. We succeed by creating competitive advantages that help our customers be more successful. We look forward to working with you to meet the specific needs of your business. This information is available on

3 Contents Order Management & Processing Services / How Do I Place an Order?... 2 Customer Service Center & Hours of Operation... 2 Order Acknowledgment... 2 Electronic Commerce... 3 Documentation... 3 Ordering Lead Times... 4 Lead Times... 4 Rush Lead Times... 5 Changing Orders... 5 Minimum Order Quantities... 5 Split Load Bulk Products... 6 Standard Packaging & Differentials... 7 Payment & Pricing Terms... 7 Transportation & Shipping Information / What are Lubrizol s Shipping Policies?... 8 Shipping Hours of Operation... 8 Detention Policy... 8 Rail Asset Fee Shipping Terms Tanker Cleanliness & Unloading Carrier No Show & Late Charge Pickup Procedure Packaging Services Drums Labelling...13 Palletized, Shrink-Wrapped & Banded Drums Service After Shipment & Complaint Handling Product Return Responsible Care Management System (RCMS) Business Continuity Application

4 Order Management & Processing Services How Do I Place an Order? Customer Service Center & Hours of Operation Lubrizol Additives North American Customer Service Center is located in Deer Park, Texas Order Acknowledgment Orders can be placed by phone, fax, or online through An Order Acknowledgement and/or Order Receipt along with the Terms and Conditions are provided within two business days of receipt of order. Location Phone, Fax, Office Hours Deer Park Plant #41 Tidal Road Deer Park, TX Phone: (877) Domestic (US and Canada) Fax: (832) Export (Mexico) Fax: (832) Customer Service Representative Specific 7 a.m. 4:30 p.m. Central Standard Time 2

5 ORDER MANAGEMENT & PROCESSING SERVICES Electronic Commerce Lubrizol supports our customers with ebusiness solutions that complement your traditional contact with customer service. Our ebusiness solutions are designed to enhance your business relationship with Lubrizol. Using technology to streamline business processes and enrich customer interactions, Lubrizol is able to create faster, more efficient means to conduct business. Lubrizol uses SAP R3 as our enterprise resource planning system and advanced internet technology. For additional information on electronic commerce options, please contact your customer service representative or sales account manager. Your electronic experience can begin by accessing Here you can enter sales orders, obtain sales order documentation and product information online 24 hours a day, seven days a week. This is a secure site that requires user set up and password access. Online access can be requested directly through or contact your customer service representative or account manager. Documentation The following documents are standard documents provided by Lubrizol and are also available through Order Acknowledgment Commercial Invoice Shipping Documents: Bill of Lading, Packing List Certificate of Analysis (C of A) Product Data Sheet Handling Instructions (PDS) Safety Data Sheet (SDS) For export documents, contact your customer service representative 3

6 ORDER MANAGEMENT & PROCESSING SERVICES Ordering Lead Times Lead Times Lubrizol recommends using the following lead times for your planning purposes. The following lead times reflect the average time necessary to manufacture and prepare customer orders for shipment. Lead times do not include transit time. Please allow additional lead time for new customers and/or new products. Material Inventory Type Minimum Lead Time Different companies observe different holidays; contact your customer service representative for a list of Lubrizol holidays that may affect lead times. Order lead time is defined from the date the order has been placed to the requested shipping date by the customer. Orders placed after 10 a.m. CST (11 a.m. EST) will be considered next business day. Lead times are subject to carrier, railcar and tank truck availability. Some products may require additional lead time based on material availability or blending equipment. Package Blend to order Stock 10 business days 3 business days Bulk Blend to order Stock 10 business days 5 business days 4

7 ORDER MANAGEMENT & PROCESSING SERVICES Rush Lead Times Since business requirements can be unpredictable, Lubrizol offers Rush Lead Times. The following charges apply to orders received with less than standard lead time requested. Shipment Type Cost Minimum Order Quantities Certain limitations that exist in manufacturing, blending, transportation and handling require minimum quantities to be set per order item. Order items requested for less than the quantities specified below will be subject to minimum order quantity fees. Package Bulk $500 per order $1000 per order Changing Orders Changes made to orders can create operational issues and should be avoided. Order changes can result in a need to reschedule and may cause delays or may incur additional fees. Material Package Bulk Inventory Type Blend to order Shipping Locations Deer Park, Texas (Includes Delta Warehouse) Painesville, Ohio 50 drums* 20 drums* Stock 1 drum 1 drum Blend to order 5000 gallons 5000 gallons Stock 2500 gallons** 2500 gallons** 5

8 ORDER MANAGEMENT & PROCESSING SERVICES * Production batches vary by product based on materials and equipment. Consult your customer service representative. ** Based on availability and configuration of the transportation equipment provided for shipment. Note: Due to maximum over-the-road weight limitations, some products in bulk will ship less than 5000 gallons without the service fee. Minimum Quantity Order Fee Split Load Bulk Products Split loads are available only for bulk products maintained in inventory. Please check with your customer service representative if products are available for split loads. Split load orders Split Load Bulk Products $600 per order for tank trucks $1000 per order for rail cars Below minimum order quantity for bulk and totes Below minimum order quantity for drums $1500 per order $500 per order 6

9 ORDER MANAGEMENT & PROCESSING SERVICES Standard Packaging & Differentials Customers are encouraged to combine products on one order to take advantage of lower drum differentials for products shipping from one origin point to a single destination. Increasing the order quantity will also result in reduced per unit freight costs. Standard drum increments are 1-9 drums, drums, drums and 60 and above. Drum differential rates are reflected in the material price list. Payment & Pricing Terms Standard terms of sale are net thirty (30) days from date of invoice. Pricing is based on the price effective on date of shipment. Drum shipments must be single ship point and destination to receive price break(s). 7

10 Transportation & Shipping Information What are Lubrizol s Shipping Policies? Shipping Hours of Operation Shipping Hours of Operation Detention Policy Lubrizol has selected a limited number of reliable and quality-driven logistics partners to ensure that product is delivered according to customers requirements. The area of expertise of these logistics partners spans the whole range of delivery modes, from package trucks to marine bulk shipments. Bulk shipments 7 days a week; 24 hour operations On bulk shipments the following time is allowed for loading or unloading: Packaged shipments Monday through Friday 7:30 a.m. to 4 p.m. (local time) Common Carrier Typical Free Time Time Free hours for bulk truck discharge at the customer. Truckdetention incurred at unloading location will be billed to the customer by the carriers. 2 Hours 8

11 TRANSPORTATION & SHIPPING INFORMATION Customer Pick-up & Customer Arranged Carriers Typical time required for bulk truck loading within Lubrizol facilities applies to single compartment trucks only. Customers are responsible for ensuring that the carrier that they have arranged arrives at Lubrizol facilities on time with appropriate pick-up number(s). Time 2 hours loading 2 hours lab Signed trip lease agreement is required for use of Lubrizol tank cars. Rail car outage tables can be found online at The times above are industry standards for unloading material. Excess unloading time above free time is customer s responsibility. Tank Car Demurrage Time Free days for Lubrizol supplied railcar discharge at the customer. Lubrizol supplied railcar detention will be billed at $50/day after 10 free days. 10 days free time 9

12 TRANSPORTATION & SHIPPING INFORMATION Rail Asset Fee Lubrizol maintains a leased fleet of tank cars as a service to our customers. Lubrizol charges a rail asset fee to recoup the cost of the service Rail asset fee Shipping Terms Domestic Freight Term FCA (Free Carrier At) Freight collect CPT (Carriage Paid To) Freight prepaid Lubrizol Invoice $900 per shipment Carrier Selection Carrier Payment No freight Customer Customer Freight billed to customer Lubrizol Lubrizol Note: Alternate freight billing locations can be identified on the shipping document. This is limited to one alternate billing address per mode of shipment. Tanker Cleanliness & Unloading To ensure tanker cleanliness, Lubrizol requires all carriers to present a clean, dry, odor-free tank to the shipping location. Trailers not conforming to the cleanliness requirement will be required to be cleaned and subject to standard late charges as shown below. Our plant tank truck loading requirements are as follows: Driver must have all applicable pick-up numbers to enter our facility Driver must have a calibration chart for loading purposes Trailer must be clean, dry and odor free. We thoroughly inspect all trailers, including valves Trailer must be in regulation with all DOT and EPA safety requirements Trailer must be an insulated stainless steel trailer Driver must have hard hat, safety glasses, fire retardant clothing and hearing protection There are absolutely no smoking and no firearms permitted on the premises It is the responsibility of the customer to completely unload contents of the bulk container upon delivery. 10

13 TRANSPORTATION & SHIPPING INFORMATION Carrier No Show & Late Charge on Collection Shipments Customers collecting at our facilities will be advised of a specific pick-up time by your customer service representative or shipping group. Customers are responsible for ensuring that the carrier that they have arranged arrives at Lubrizol facilities on time with appropriate pick-up number(s). If customer s carrier fails to arrive during the scheduled pick-up window, the following fees will be applied as shown below: Bulk Bulk Arrival prior to scheduled pick-up Arrival greater than 1 hour past scheduled pick-up time Carrier will be required to wait and no detention period will be recognized until original pick-up time $500 per shipment* Pickup Procedure A pick-up number will be issued. Your pick-up number will be advised by your customer service representative or shipping group and will be required for admittance into the Lubrizol facility. Customer carrier s must present ALL pickup numbers at time of pick-up or risk incomplete order and missed pick-up fees. All drivers must have identification and may require verification before being admitted. Under Lubrizol s safety and security policies we reserve the right to refuse entry into a Lubrizol facility. Any and all costs associated with non-admittance are not Lubrizol s responsibility. We recognize customers preference to use their carrier choice, however, if service performance causes disruptions to Lubrizol operations, we reserve the right to address the situation by proposing a switch to a Lubrizol-preferred carrier. Packaged Arrival not on scheduled pick-up date $200 per shipment * Late is defined as more than one hour past scheduled load/ pick-up time. 11

14 Packaging Services Lubrizol s Deer Park and Painesville facilities are equipped with both rail and truck scales. Other facilities will have truck scales available. Scales are frequently tested and certified. Scale ticket weights are the preferred weight for determining shipping quantities. When scale weighing is not available, each trailer or rail car is equipped with a calibration chart so the quantity can be calculated. Lubrizol uses only new and Lubrizol-procured packaging materials. Drums Drums are filled on a standard net weight based upon 54 gallons at standard gravity. Exceptions are those products that are loaded below 54 gallons based on the characteristics of the product. Other types of drums may be used based on the material s characteristics for example, open top drums, lined, etc. 12

15 PACKAGING SERVICES Labelling Lubrizol s standard label will be applied to the side of the drum. Lubrizol s standard label can include the customer s product name; please request this from your customer service representative. Workplace Label: Product designation Batch number Net weight Hazard communication, pictograms, etc. Standard Shipping Label: Lubrizol and/or customer product description Customer s purchase order Batch number Net weight Delivery number Shipping and delivery addresses Emergency contact number Transport regulatory information, as needed 13

16 PACKAGING SERVICES Destination label: (Dependent on country) Lubrizol and/or customer product description Batch number Net weight Delivery number Hazard communication labelling in destination country s language when needed Palletized, Shrink-Wrapped & Banded Drums Palletized and shrink-wrapped and banding of packaging can be supplied if required. The fee schedule for this additional service is outlined as follows: Service Cost Comments Pallets with stretch wrap Pallets with banding $20 per pallet $24 per pallet Standard wooden pallets 48 x 48 with plastic stretch wrapping Standard wooden pallets 48 x 48 with nylon banding 14

17 Service After Shipment & Complaint Handling With each shipment, Lubrizol strives for complete customer satisfaction. We value input from our customers to help drive continuous improvement. Should you have a concern with an order after it has shipped, our staff will work directly with you to address your concern. Lubrizol is fully committed to deliver the best possible customer experience to you. To report a complaint about a product or service, please initially contact your Lubrizol customer service/assistance contact or commercial account manager. They will be able to assist and obtain information from you to help resolve the immediate issue. Important details to provide would be the product name, batch number, delivery number, your purchase order and the nature of the complaint. Your customer assistance contact is responsible to coordinate all activities including immediate mitigation, investigation, resolution and the implementation of corrective and preventive actions and communication with you. For Safety Data Sheet (SDS) requests, and in some cases Product Data Sheet (PDS) requests, please visit www. lubrizol.com, selecting Quick Links under mylubrizol.com. You can also visit and select Contact Us to request either an ISO certificate or Safety Data Sheet (SDS) Additional service after shipment requests, such as compliance documents and customer questionnaires should be directed to your Account Manager or the Customer Assistance team at Lubrizol.com. Depending on the type of request, the typical turnaround time is 10 business days. 15

18 Product Return Lubrizol s customers may request the return of Lubrizol products to a Lubrizol facility. All product returns must be authorized by Lubrizol prior to returning any material to our facilities. Lubrizol s standard policy is to accept product returns under the following conditions: Original drums with seals intact. Partial drums will not be accepted Within three years of original purchase. Within one year for metalworking products Product must be able to be used or resold (material cannot be brought back to a Lubrizol facility if it is determined that the only outlet is disposal) Original Lubrizol production batch number(s) must be provided No bulk returns are permitted Return of exclusive products will be evaluated on a case-by-case basis A credit will be issued to the customer upon receipt of the drums less a restocking charge as noted below: Material Less than one year from date of purchase One year to three years from date of purchase Restocking Fee & Terms of Return Invoice price less 20% handling; customer pays return freight and any customs fees Invoice price less 30% handling; customer pays return freight and any customs fees 16

19 Responsible Care Management System (RCMS) The Lubrizol Corporation subscribes to the guiding principles of Responsible Care. Our membership in the American Chemistry Council (ACC) obliges us to achieve and maintain Responsible Care Management System (RCMS) certification through third party audits at all Lubrizol U.S. facilities. We emphasize the involvement of Lubrizol s commercial teams and related support groups in the Responsible Care Management System. At Lubrizol this is our one-company approach and we all have a role in the RCMS process. 17 Lubrizol s RCMS builds on our already strong health, safety, environmental and security (HSES) processes and is designed to achieve continual improvement in HSES performance. Our corporate HSES policy is the basis of the RCMS. The corporate HSES policy is published in the Lubrizol Corporate Citizenship Report found at

20 A Sustainable Approach to Business Align our sustainability efforts with our customers goals for mutual success Includes providing products and services to help them meet their sustainability needs Set goals and action plans through 2020 to minimize environmental footprint Apply guiding principles of American Chemistry Council s Responsible Care initiative as foundation of a global basis Adhere to REACH, the European community s regulation on chemicals and their safe use Use lifecycle assessments to help generate innovations in product design, development and manufacturing processes Committed to actively strengthen the Responsible Care initiative worldwide as demonstrated through the signing of the Responsible Care Global Charter Committed to achieve and maintain Responsible Care Management System (RCMS) certification through third party audits at Lubrizol U.S. facilities 18

21 Business Continuity Lubrizol has developed business continuity plans in order to react swiftly and efficiently in case of unforeseen events and to allow the return to business as commercially practicable. The global supply chain team, together with the commercial teams, will endeavor to maintain continuous supply. These measures include crisis scenarios permitting us to rapidly form a committee that will be capable to manage the situation. Business Continuity is Essential as Industry Requirements Change and Markets Grow and Mature Globalization of supply Varied and broad product performance requirements International expansion of OEM s Strategic connection with brand, reputation and value We Achieve This Through: Supply chain analysis from raw material procurement to finished product delivery Enterprise-wide processes for managing supply interruption risk Business continuity plans for sustainability / continuous improvement Holistic and personalized approach tailored to customer needs Our goal is to anticipate prevent and contain disruptive events across the value chain in order to maintain industry leading supply reliability. 19

22 Application The services in this document and the related sales of products are subject to the terms and conditions of any written supply agreement or Lubrizol s standard terms and conditions of sale (as the case may be), collectively called the Standard Terms. In the event of a conflict between the Standard Terms and this document, the Standard Terms will prevail. Lubrizol will not be responsible if events beyond the reasonable control of Lubrizol prevent or impair Lubrizol s ability to provide the services or products indicated. Being Essential When your company and ours combine energies, great things can happen. You bring ideas, challenges and opportunities. We bring powerful additive and market expertise, unmatched testing capabilities, integrated global supply and an independent approach to help you differentiate and succeed. Visit to experience Success Together. 20

23 The Lubrizol Corporation Lakeland Boulevard Wickliffe, Ohio Telephone: The Lubrizol Corporation. All rights reserved. January 2017 I Version LZA-NA

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