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SHOPPING FAQS
Which credit cards do you accept?
Visa and MasterCard cards are accepted, as well as debit cards, which bear the Visa or MasterCard logo. Regretfully, American
Express and Discover/Novus are not accepted. Back to Top
Can I cancel my order?
Yes, you can, as long as the item has not been shipped 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 cancelled my order but I haven't received a credit yet.
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.
What 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 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.
Why was I charged sales tax on my purchase?
State tax is applied to an item if Lail Millwork or the shipping vendor conducts business in the shipping address state.
SPECIAL ORDERS AND CUSTOM MADE MATERIAL POLICY
If special order material and/or custom orders are not picked up or delivery scheduled within 30 days of arrival or manufacture,
Lail will bill for said material after 30 days has passed.
Due to an increased volume of special/custom orders, it is necessary for you to either pick up your orders or schedule
delivery as soon as possible. As stated on our invoices, special orders are not returnable and Lail is not responsible for
orders not picked up after 45 days.
RETURN CHECK POLICY
There Will Be A Twenty-five Dollar ($25.00) Charge On All Returned Checks. We Require Payment Of Returned Check And Returned
Check Fee To Be Made Using One Of The Methods Of Payment Outlined Below.
Methods Of Payment Accepted:
(With The Following Restrictions):
Cash,
*Certified Check
*Cashiers Check,
*Money Order
*Authenticity Must Be Verified By Bank Upon Which Check Or Money Order Is Drawn On. If It Is After 2:00 P.m.,And We Can
Not Verify Authenticity Until The Following Day Then Your Returned Check Will Be Mailed To You Providing You Have Supplied
A Stamped Self-addressed Envelope To Mail It In. When Check Or Money Order Has Been Verified.
Payment Must Be Made Within Five (5) Days After You Are First Notified That Your Check Has Been Returned To Lail Millwork
To Avoid Any Further Action Being Taken..
Thank You For Your Cooperation In This Matter.
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SHIPPING FAQs
How 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.
Can I have an order shipped to my P.O. Box?
No. Merchandise shipped via UPS and common carrier require 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.
Can I ship my order to a different address?
Yes! When you place your order and come to the Check Out screen, just replace your address with the address you want to
ship your merchandise to, then continue. Remember to use a street address, not a Post Office Box, for any shipping address.
How are shipping charges calculated?
Shipping charges vary according to product type and destination.
Most products shipped outside of 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.
RETURN FAQS
Stock Material returned within 30 days with our permission is subject to a 15% handling charge.
Non-Stock Material, which is not custom made, returned within 30 days is subject to our vendor/supplier agreeing to accept
it backi into their inventory and is subject to whatever handling charge our vendor/supplier charges (20%, 25%, etc.).
Custom/Special Order Material - under the law of Virginia, a customer is responsible for paying for all materials considered
by the vendor/supplier, Lail Millwork, 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 conditions:
1) 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.
2) The customer 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 difference.
3) 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 Millwork.
NOTE: Orders for special millwork in the process of manufacture CANNOT BE CHANGED OR CANCELLED, except at the purchaser's
expense for any labor and materials involved.
Verbal contracts and agreements are not binding unless confirmed in writing. WE RECOGNIZE ONLY WRITTEN ORDERS FOR SPECIAL
MADE MATERIALS.
Credit for material that the customer feels is defective or substandard will only be issued if said materials is returned
to Lail Millwork. Lail Millwork must have the opportunity to inspect said material; and if applicable, return it to their
vendor/supplier for credit. NO CREDIT WILL BE GIVEN WITHOUT THE RETURN OF MATERIAL OR THE INSPECTION OF SAID MATERIAL BY
AN AUTHORIZED AGENT OF LAIL MILLWORK.
Any material 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 Millwork.
NOTE: Materials returned without authorization will be refused, and the carrier will charge you freight both directions.
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