Which credit cards do you accept? Visa, MasterCard, AMEX,
Discover are accepted, as well as debit cards, which bear the Visa or
Can I cancel my order? Yes, you can, as long as
the item has not been received by the vendor or production started in our
custom millwork shop or shipped to you already.
If the order has already been shipped by the vendor, we will attempt to
cancel the order, but cannot guarantee that the cancellation will be
possible. If production of the order has
already begun, you will be responsible for cost of all materials already
cut/milled and any production time.
I canceled my order but I haven’t received a
How long do credits take? We submit all requests
for credits within 24 hours of receipt; however, it may take 7 – 10 business
days for you to receive your credit. You
should see this on your next credit card statement or the following one,
depending on where you are in your billing cycle. On customers with open accounts with Lail
Millwork, credits will be mailed with your monthly statements.
Can I return an item that is damaged, defective,
or I just don’t want?
Material returned within 30 days with our permission is subject to a 15%
Material, which is not custom made, returned within 30 days is subject to our
vendor agreeing to accept it back into their inventory and is subject to
whatever handling charge our vendor charges (20%, 25%, etc.).
Order Material – under the law of Virginia, a customer is responsible for
paying for all materials considered by the vendor, E. H. Lail Millwork, Inc.,
to be a special order. The only way a
special order can be returned to Lail Millwork is with the express written
consent of either Ernest H. Lail or R. J. Lail and under the following
It is at the
discretion of either Ernest H. Lail or R. J. Lail as to whether special orders
can be returned to Lail Millwork or cannot be returned.
understands that NO CREDIT will be given for said special order material until
it has been resold to someone else. If
the price the material is resold for does not equal the price the material was
sold to you for, then you the customer will be responsible for paying the
If after a
reasonable length of time (30 days), we have not been able to sell said
material then you are responsible for picking up said material from Lail
for special millwork in the process of manufacture CANNOT BE CHANGED OR
CANCELED, except at the purchaser’s expense for any labor and materials
contracts and agreements are not binding unless confirmed in writing. WE RECOGNIZE ONLY WRITTEN ORDERS FOR SPECIAL
material that the customer feels is defective or substandard will only be issued
if said material is returned to Lail Millwork.
Lail Millwork must have the opportunity to inspect said material; and if
applicable, return it to their vendor for credit. NO
CREDIT WILL BE GIVEN WITHOUT THE RETURN OF MATERIAL OR INSPECTION OF SAID
MATERIAL BY AN AUTHORIZED AGENT OF LAIL MILLWORK.
that is stained, damaged, or unusable in any other way will be deducted from
return and no credit will be given on said material. Lail Millwork decides whether material is
usable or not.
It is the
customer’s responsibility to have material stacked, labeled, packaged, ready
and easily available for pick up. It is
the customer’s responsibility to specify what is to be picked up, where it is
located, when it is to be picked up, subject to date being agreeable to Lail
Materials returned without authorization will be refused, and the carrier will
charge you freight both directions.
happens if the item I ordered is not available?
Our vendors ship products before the estimated
delivery in the vast majority of cases.
On occasion, however, an order may be delayed due to an availability or
other circumstances. In the unlikely
event there is a change or delay in filling your order, we will notify you via
phone, postal mail, or email. We know
that this can be inconvenient, and we will offer you one of the following
alternatives as appropriate to your situation:
Offer a BACKORDER and new estimated
delivery. You can wait for the new
delivery date, or cancel for a full refund at any time prior to shipment.
CANCEL your order. We constantly update our computer system with
new information from our vendors. On
rare occasions new circumstances come to our attention after the placement of
your order. Therefore, we reserve the
right to cancel your order for a full refund at any time.
I charged sales tax on my purchase? Sales tax is applied to an item if Lail Millwork
or the shipping vendor conducts business in the shipping address state.
-------------------------------------------------------------- Shipping FAQs
long will it take to receive my order? The standard shipping time for orders shipped via
UPS ground is 5-10 days. Large items are
shipped via common carrier (trucking company) and may take up to 21-28 days to
arrive. If you are within Lail Millwork’s
delivery area (Richmond, Virginia and surrounding counties), delivery dates
will be subject to Lail’s delivery schedule for that particular area.
have an order shipped to my P. O. Box?
No, Merchandise shipped via UPS and common carrier
requires a valid street address to ensure proper delivery. Merchandise shipped on Lail Millwork’s trucks
also require a valid street address or if a street address is not available,
explicit directions to delivery address.
We also cannot deliver to A.P.O., F.P.O. or foreign addresses.
shipping charges calculated? Shipping charges vary according to product type
Most products shipped outside our delivery area
are shipped via UPS (because they offer package insurance and excellent
tracking software). Larger items are
generally shipped via common carrier, and require higher shipping rates. Any materials shipped on an expedited basis
may require additional fees.