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Frequently Asked Questions

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If you need immediate assistance, or your question is not answered in our FAQs, please contact a member of our global customer service team, who will be happy to answer questions, provide information and assist you with your UL projects.

Product Submittal Process FAQ

How are UL’s testing and certification services organized?

UL’s testing services are organized into sections that evaluate specific types of products. Our staff includes experienced support associates, engineers and technical support personnel. Reviewing your requests, examining how products are constructed, conducting tests, evaluating results and developing safety standards for products are a few of their responsibilities. We also have field representatives who visit manufacturers’ facilities. They help confirm that products bearing the UL Mark continue to meet applicable UL safety requirements.

Who may submit a product?

Products are typically submitted to UL by manufacturers or product developers, or by their authorized agents, representatives or licensees. When submitting a product to UL, you may choose which company name (the manufacturer, agent or licensee) you would like to appear on the product and in UL’s online certification directories such as, Product iQ. Once selected, this name must appear on the product if it is found to comply with the applicable UL requirements and if it will carry a UL Mark.

When should a product be submitted?

Ideally, a product should be submitted as early as possible during its development. Often, UL engineers can conduct a preliminary evaluation to help identify areas that may not meet UL’s requirements, even before tooling is cut or parts are purchased. Although a preliminary evaluation is not a substitute for a complete UL investigation and it does not result in authorization to use the UL Mark, this service can result in savings for you. A preliminary evaluation can be completed in a day or two at one of UL’s facilities or at your own manufacturing location.

How do I begin the submittal process?

The first step in submitting a product to UL is to complete the Contact Us form.

How much does it cost and how long does it take to have a product tested?

Cost varies depending on the product type and scope of the certification/evaluation. Once we review your product information to determine the full scope of the investigation, we will work with you in determining the time frame for testing and certification. This will depend on when you need the project completed and will be influenced by other factors such as availability of samples and required information, amount of testing, and sometimes scheduling a visit to your manufacturing facility.

How long does it take for UL to get back to me with a cost estimate?

The more information you provide to the engineering staff describing your product and its intended use, the easier it will be for the responsible engineer to respond to your request. Send as much information describing the product and its intended use, this will keep the engineer from continually having to request additional material in order to determine the cost.

How does UL decide what category my product falls into?

UL determines the category for a product based on the product’s intended use. When more than one standard applies to a given device, a decision is made as to which standard is the most appropriate. Comparing the scope of the standards usually leads to the answer. UL will work with you to determine what options are available to make an informed decision.

Are samples required? Are they returned?

Samples for testing may be required. The number required is determined by the anticipated test program. Samples should not be sent until requested. Destructive tests are usually involved in our thorough test programs so, in many cases, the samples may not be usable as returned. All samples will be returned unless otherwise indicated by the applicant.

Getting the product evaluation under way

Once you accept your quote, a UL engineer will contact you to confirm your needs, discuss the scope of your project and review other important matters, such as test planning, sample requirements and production dates.

At this point, if you have a specific deadline you are trying to meet, please let UL know so it can be considered when establishing an evaluation completion date. Once UL receives your signed quote acceptance, agreement(s), any necessary preliminary deposit, and any required test samples and technical information, UL engineering staff can begin the investigation of your product.

What you can expect after testing

Once product testing is complete, your project engineer will inform you if your product complies with the applicable requirements. For products meeting the requirements, your project engineer will develop a formal report based on the test results. These test results will also be used to develop a UL Follow-Up Services program and will serve as the basis of a Follow-Up Services Procedure.

The Follow-Up Services Procedure document describes, in detail, the construction of a product tested and found to meet the applicable requirements. UL’s field representatives use this document as their guide when conducting the periodic examinations of UL Certified products in the factory.

Before UL’s engineering staff test your product, you must agree to participate in UL’s Follow-Up Services program. You indicate your willingness to participate by signing and returning the Global Services Agreement or other appropriate local agreement. For those new to the Follow-Up Services process, FUStart provides you more detail about UL’s Follow-Up Services program and how to obtain your UL labels.

If, for some reason, your product doesn’t meet applicable requirements, you will receive a letter from UL describing the specific requirements your product did not meet. If you choose to modify the product and are interested in having it retested, you can contact the UL project engineer who originally tested the product for any necessary retesting or reexamination.

If you have any questions about your test results, the interpretation of a requirement or any UL decision, the UL appeals procedure provides a method for your concerns to be heard by UL management without jeopardizing your relationship with UL. Just contact customer service or our engineering staff for details.

If you have any questions about the submittal process, please contact customer service.

Customer Confidentiality and Complaint Process FAQ

How can I be sure that proprietary information will be kept confidential?

Confidentiality is an extremely important aspect of our work at UL and is outlined in the application form that UL sends to customers at the beginning of projects. Furthermore, UL employees must sign an application form that contains a confidentiality clause when applying for employment at UL.

Can I obtain the test results from the investigation of a UL product?

Data developed during the course of an investigation is proprietary. UL signs a contractual agreement with all customers stating we will maintain confidentiality and refrain from disclosing third party information obtained in confidence. You can, however, purchase a copy of the appropriate standard that indicates the requirements a manufacturer of a particular product will have to meet in order to obtain UL Certification.

Who can make a complaint?

Any person may lodge a complaint regarding a UL Certification, a UL service or a UL Standard.

How can complaints be sent to UL?

Please follow the links below to file a complaint:

To report a concern about a UL Certification, please contact our Market Surveillance team

Complaints about UL services can be sent to our Customer Experience Center or directly to one of our local offices.

For complaints or appeals regarding UL Standards, more information is available in our Standards section.

When will UL provide a reply?

All customer complaints are generally acknowledged within 48 hours.

How will UL provide a reply?

The results of any investigation and issue resolution is communicated via telephone or email. Progress reports are provided upon request.

Are complaints made public?

If it is determined through information provided by UL’s customer, the complainant and our investigation that a communication should be made to the public, UL will issue a Public Notice.

Marking and Labeling Systems FAQs

How does the Marking and Labeling Systems program differ from the Authorized Label Supplier program?

The Marking and Labeling Systems program covers labels and label materials that have been submitted and found to meet our permanence of marking requirements for displaying safety-related information on end products. The Authorized Label Suppliers program (ALSP) specifically addresses the printing format and distribution of the UL certification Mark.

When the UL certification Mark and required safety-related information are printed on the same label, referred to as a combination or custom label, the label supplier must be an authorized label supplier. The label must also meet the performance requirements covered by the Marking and Labeling Systems program for that UL Certified end product. To determine if a label supplier has coverage in both programs, search by company name on the Product iQ database.

Who is responsible for verifying information printed on a UL label or package?

Customers are ultimately responsible for the information printed on the label. The Label Center reviews the UL certification Marks according to the process documented in the Printing UL Marks guide (see below). The UL engineer handling the end-product submittal reviews engineering and cautionary markings and informs you of label performance requirements. Promotional and advertising materials are required to follow UL’s Promotion and Advertising Guidelines.

What Conditions of Acceptability must a Marking and Labeling System meet?

The Conditions of Acceptability, typically application surfaces and use, that labels are required to meet are governed by the end-product standard and determined by the UL engineer who investigated the end product. End-product manufacturers should reference the specific requirements written in the UL Report for their product or in the applicable UL Standard. They may also contact the project engineer who handled the engineering investigation of their product for additional guidance. Label suppliers interested in determining a customer’s label requirements should request that information directly from their customer.

How can I find and verify that a label printer can supply Recognized Marking and Labeling Systems? Where can I find the Conditions of Acceptability for the printer’s labels?

You can find a database of Marking and Labeling System suppliers and the associated Conditions of Acceptability by visiting the Product iQ database. However, we don’t divulge information about the specific construction of Recognized labels or recommend specific label suppliers.

I am a label printer. How do I know if the labels I offer to customers are required to be Recognized under the Marking and Labeling Systems program?

Customers should specify that the label must be a Recognized Marking and Labeling System. They should also indicate the Conditions of Acceptability, e.g., application surfaces, indoor or outdoor use, temperature ratings and additional exposures, for which the label must be suitable.

I am a manufacturer of UL Certified end products. My Follow-Up Service Procedure specifies the use of a Recognized (Category Code Number PGDQ2) Marking and Labeling System. Can I use a Recognized (Category Code Number PGJI2) Printing Material instead?

When printed with ink specified in the Recognition, a Recognized (Category Code Number PGJI2) Printing Material is considered equivalent to a Recognized (Category Code Number PGDQ2) Marking and Labeling System, because both are compliant with UL 969, Marking and Labeling Systems. Similarly for cUL Listed or Classified end products, a Recognized (Category Code Number PGJI8) Printing Material certified for Canada is considered equivalent to a Recognized (Category Code Number PGDQ8) Marking and Labeling System when printed with one of the inks mentioned in its Recognition, because both are compliant with CSA C22.2 No. 0.15, Adhesive Labels.

As with Recognized (Category Code Number PGDQ2/8) Marking and Labeling Systems, acceptance of a Recognized (Category Code Number PGJI2/8) Printing Material and ink combination in a particular end-product application involves verifying that the Recognition covers the end-product requirements, including application surfaces, temperature ratings and other use conditions.

I am a manufacturer of UL Certified end products. What if I choose to use a label that is not UL Recognized or a label that is Recognized but does not meet the Conditions of Acceptability required for my product?

If the label you select for your end product is not UL Recognized or is Recognized, but its Conditions of Acceptability do not cover your particular end-product application, an Unlisted Component evaluation is provided to the end-product manufacturer, rather than the component supplier, to determine the acceptability of the label.

What samples are needed for Marking and Labeling Systems evaluations?

We selectively test labels of similar construction to represent a range of label constructions when certain commonalities exist. This process helps reduce cost and time to market for label suppliers. During the early stages of the project, one of our engineers will provide a list of the required representative samples and quantities of each.

Is there a basic Marking and Labeling Systems test program? Are there specific label materials requirements?

The most basic, minimum, label test program involves testing a single application surface for Indoor or Indoor Dry Use. Larger test programs include multiple application surfaces and/or additional uses, such as Outdoor Use or exposure to lubricating oil. The Marking and Labeling Systems standard only specifies performance requirements for adhesive attached labels, not specific label material requirements.