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COCs and MSDS Requests

Customers may contact Kaplan requesting additional information about a product, including specifications, materials, safety standards, or compliance documentation.

Customers may contact Kaplan requesting additional information about a product, including specifications, materials, safety standards, or compliance documentation.  Most items that may need this document are carpets (fire ratings), cribs (compliance), and paints or liquids.

These requests go through prodinfo@kaplanco.com.

Types of Product Documentation

Certificate of Compliance (COC)

A Certificate of Compliance is a document confirming that a product meets applicable safety standards, regulations, or testing requirements.

Depending on the product, a COC may provide:

  • Identification of the product or manufacturer.
  • Applicable safety regulations or standards.
  • Confirmation of compliance with specified requirements.
  • Testing information, laboratory details, or certification references.

Common customer requests: Schools, childcare centers, government agencies, and purchasing departments may require compliance documentation to verify that products meet applicable safety or procurement requirements.

Note: Some products may require a Children's Product Certificate (CPC) or another specific compliance document rather than a general COC.

Material Safety Data Sheet (MSDS/SDS)

A Material Safety Data Sheet, now more commonly called a Safety Data Sheet (SDS), provides information about the chemical composition, potential hazards, and safe handling of certain products or materials.

An SDS may include:

  • Chemical ingredients and hazard identification.
  • Safe handling, use, and storage instructions.
  • First-aid measures and emergency procedures.
  • Personal protective equipment recommendations.
  • Spill cleanup and disposal guidelines.

Common customer requests: Customers may request SDS documentation for paints, adhesives, cleaning products, art supplies, or other products containing chemical substances.

Note: Not every product requires an SDS. Availability depends on the product's composition and applicable regulations.

Procedure for Customer Service

Step 1: Contact ProdInfo

When a customer requests product details, a COC, an MSDS/SDS, or other compliance-related information, contact ProdInfo first.

Include the following information whenever available:

  • Kaplan item number and product description.
  • Specific information or document being requested.
  • Customer's question or reason for the request.
  • Any applicable deadline or urgency.

Step 2: Review and Provide Information

Once ProdInfo provides the requested information or documentation:

  • Confirm that the information corresponds to the correct product.
  • Share the approved information or documentation with the customer.
  • Document the request and resolution in the customer's HubSpot ticket.

Do not independently interpret compliance requirements or assure a customer that a product meets a specific standard unless that information has been verified.

Step 3: Escalate When Information Is Unavailable

If ProdInfo cannot locate the requested information or documentation, the next resources are:

Merchandising Team

  • Additional product specifications or material information.
  • Manufacturer or vendor follow-up.
  • Assistance locating documentation not currently on file.

Product Safety Team

  • Questions involving product safety standards or regulatory compliance.
  • Verification of testing or certification requirements.
  • Clarification of compliance documentation or safety-related concerns.

Select the appropriate team based on the nature of the request. ProdInfo may also help direct the inquiry to the correct department.

Important Reminders

  • Always begin with ProdInfo for product information and documentation requests.
  • Do not assume that all products have a COC or SDS available.
  • Do not create, alter, or independently certify compliance documentation.
  • Do not promise that a product meets a specific regulatory standard without confirmation.
  • If documentation is unavailable, communicate that the request is being researched rather than guaranteeing it can be provided.
  • Keep the customer informed when additional research or follow-up is necessary.
  • Customers outside the U.S. may have different regulations or data needs.

Suggested Customer Response

"Thank you for your request. I'm reaching out to our Product Information team to obtain the details or documentation available for this item. We'll follow up with you as soon as we have an update."