What are your hours of operation?
Our normal hours of operation of 9 AM - 5 PM EST, Monday through Friday For 24 hour
convenience, you may order online, view open orders and track shipped orders.
Return to Top
Is there a minimum order size?
No! We accept all orders, no matter how small. No minimums, no special charges,
no hassles.
Return to Top
How long will it take to get what I order?
For every order, there are generally two things that contribute to how fast your
merchandise will arrive at its destination.
- At the bottom of your shopping cart, you will see something entitled Estimated Business
Days Before Shipment. This reflects our "standard" production time. Please note
that this is an estimated date, and not a guaranteed shipping date. (If you need
your order to ship more quickly, we are happy to assist you! Simply call us at 800-441-0019
or 631-666-0300 to speak to our customer service team.)
- Once your order is shipped from our factory, the time it takes to arrive is determined
by the method of shipment and the destination. Orders shipped via UPS ground or
common carrier (truck) generally arrive within 1 to 7 business days after they leave
our factory. Special services, such as 2nd day air next day air arrive more quickly.
If you have additional questions regarding your order, please don't hesitate to
contact us.
Return to Top
How can I track my orders?
For your convenience, you may now track your orders at any time by going to the
Customer Service Tab, then within the “Where’s My Order” area select either Open
or Shipped orders.
Please fill in your Web Order Number or your P.O. Number. This will bring up your
order and you’ll be able to view when your order shipped and the expected delivery
date by selecting the carrier link. There is a 24 hour delay of information.
You may also find out the status of your order, by contacting our customer service
department.
Return to Top
Is freight included? How much do you charge for shipping?
All of our prices are F.O.B. Bay Shore, N.Y. USA. Freight is always additional,
and will be added to your order at the time of invoice. Credit card orders will
receive an e-mail confirmation with the order total including shipping. Net-30 accounts
will see the freight amount on their mailed invoice.
We always ship via the most economical method available to us, unless you specify
otherwise. We receive significant discounts from our shipping partners, and we pass
along that savings to you!
If you would like to know the freight cost prior to placing an order, please contact
our sales department.
Return to Top
Do you ship internationally?
Yes! We ship to foreign destinations each and every day.
Return to Top
How can I pay? Is it safe to use my credit card?
Established customers with good credit may apply for Net 30 terms. All other customers
must pay by major credit card. Other payment options may be available offline, through
phone or fax orders. Please speak with our sales department to review your options.
Return to Top
What is your return policy?
While we try our best to ensure that every order received is completely satisfactory, we understand it is sometimes necessary to return an item(s). To answer questions you may have on how to process a return, please take a moment to review our standard Returns and Restocking Fee Policy.
Return to Top
When Your Order Arrives
After you receive your merchandise, please be sure to open all boxes and check the contents immediately for defects or inaccuracies as Lawrence Customer Service must be notified of any damage, shortages or other order problems within 2 days of receipt of products. Failure to do so may jeopardize your right to a refund.
Return to Top
General Returns Procedure
Before returning any item, please contact customer service at (800) 441-0019 to obtain a Return Merchandise Authorization (RMA) number along with instructions on how and where to return the product.
We reserve the right not to accept merchandise returned after 30 days of the issuance of an RMA. Lawrence Metal Products will not accept items returned without an RMA number.
Return to Top
Products Damaged During Shipment
If the packaging appears damaged on the outside,
please refuse to accept it from the carrier or make a notation on the proof of delivery slip that the items are damaged. If you do accept a damaged shipment you must inform us immediately as claims for damaged goods must be presented to the carrier within 24 hours of receipt.
Lawrence Metal Products will not be responsible for visible shipment damage not reported to us within 24 hours of receipt.
If the packaging appears undamaged but there is "hidden damage" to the products inside the packaging, contact Lawrence Metal Customer Service within 2 days of receipt. We cannot accept "hidden damage"
claims after this period as we are unable to pass on claims to the carrier after this time.
Return to Top
Defective or Incorrect Products
We will only accept a return if a Return Merchandise Authorization (RMA) has been issued and the product is returned in the original Lawrence Metal Products packaging or adequate/protective packaging. The products must be brand new (never used) in perfect condition and contain all the contents shipped in the original order. Any item(s) returned used and/or damaged not having been reported as such upon the RMA issuance will not be eligible for a refund.
Special product orders or custom items may only be returned if defective, damaged, or incorrectly processed by Lawrence Metal Products. Customer ordering errors for custom items are not eligible for a refund.
Summary of Non-Returnable Items:
- Custom items incorrectly ordered by customer
- Items that have been installed
- Items that are not brand new and/or where contents that were shipped in the original order are missing
- Items not adequately packaged
Return to Top
Incorrectly Ordered Products/Restocking Fee Policy
From time to time it may be necessary to return an item that was incorrectly ordered (except custom items). If you wish to do this, please obtain an RMA number and instructions as to how to return the merchandise from our Customer Service Department.
Incorrectly ordered products or general merchandise returned within 30 days of invoice date are subject to a 25% restocking fee plus the cost of freight for inbound and outbound shipping regardless of whether or not a reorder is placed. This deduction will be made from your refund automatically.
Please note that items returned after 30 days from the invoice date are subject to a higher restocking fee or may not be returnable at all.
There is substantial cost in processing orders and shipping products. There is also cost in returning products, issuing the RMA, restocking returned merchandise, paperwork processing etc. *For this reason, we adhere strictly to our Returns and Restocking Fee Policy.
Only merchandise containing a standard Lawrence RMA number will be accepted for return processing.
*Lawrence Metal Products reserves the right to modify this policy without notice.
Return to Top
Are there FAQs about specific products I am interested in?
Yes! To find an FAQ about a particular product or category of products, simply go
to that section of our online catalog and look in the lower left hand column. Any
available "Frequently Asked Questions" related to that product will be listed there.
Return to Top
Can I get assistance in creating a layout to help determine
which products I require?
Of course! The first place to turn to for assistance should be our "Design Like
a Pro" area online. This area is full of helpful design and layout ideas.
If you are working with an authorized Lawrence dealer, they can also be a terrific
source of information. They are experts in our product line as well as your industry,
so their help can be invaluable.
And as always, our helpful sales and service staff is standing by to assist you!
Please contact us whenever we can be of service to you.
Return to Top
