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Frequently Asked Questions


Orders and Ordering
  1. Do you have an order form for a mail or fax order?
  2. What credit cards do you accept?
  3. Do I have to pay sales tax?
  4. Do you have order and shipping confirmations?
  5. Can I order with a purchase order? Do you offer terms?
  6. What is your policy regarding backorders?
  7. Do you accept international orders?
  8. Do you have an order status page?
  9. How can I request a catalog?
  10. Can I call in my order and get web discount pricing?
 
Creating an Account
  1. Why do I need to create an account?
  2. I forgot my password.
  3. Do you have an address book for my ship-to addresses?
 
Shipping
  1. What shipping options do you offer? What are the rates?
  2. When can I expect to receive my order?
  3. Can you expedite my order?
  4. Do you charge shipping on backordered items?
  5. ​FREE SHIPPING Promotion
 
Returns and Exchanges
  1. What is your returns and exchange policy?
  2. Do you charge a restocking fee?
  3. What products cannot be returned?
  4. I need to request an RMA. Do you have a printable returns form?
 
Products
  1. What is your satisfaction guarantee?
  2. What is your general warranty policy?
  3. What is the warranty with refurbished items purchased on the website?
 
Security and Privacy
  1. Is it safe to order online?
  2. What is your policy with my information?
 
Orders and Ordering

Do you have an order form for a mail or fax order?

We have a PDF version of our order form. Here is a link to the free Adobe Acrobat Reader if you require it. You can fax your order to 877-498-1482 or mail to:

LS&S, LLC

145 River Rock Drive

Buffalo, NY 14207

Any questions or concerns can be emailed to us directly at LSSInfo@LSSproducts.com for a prompt reply within 24 hours Monday through Friday, weekend and emails will be addressed on Mondays.

What credit cards do you accept?

LS&S accepts Visa, MasterCard, American Express, and Discover. LS&S also supports purchasing cards, so please provide a purchase order number if so required.

Do I have to pay sales tax?

LS&S collects 6.25% sales tax for merchandise sold in or shipped to the state of Illinois, 8.75% sales tax for merchandise & shipping charges sold in &/or shipped to the state of New York, and 7.50% sales tax for order billed or shipped to the state of Califormia. For out of state resellers that request drop-ship delivery to an address in Illinois, New York, or California LS&S will add Illinois, New York, or California state sales tax to your order.

If your Illinois, New York, or California organization is exempt from sales taxes or your Illinois, New York, or California business resells products to third parties, please provide LS&S with a copy of your exemption or reseller certificate. You may fax it to the attention of your sales rep or Customer Service at 877-498-1482

Do you have order and shipping confirmations?

Our web site does provide an order confirmation and shipping confirmation if you provide the correct email address.

Can I order with a purchase order? Do you offer terms?

LS&S accepts purchase orders from schools, state and local agencies, doctors, and not for profits. To order via open account, you must submit a signed purchase order. If you do don't have an open account and desire one, please call Customer Service for a credit application. Please review our Open Account Terms and Conditions.

If you already have an open account and wish to order online, please contact your sales rep or Customer Service at 800-468-4789, and we’ll set up your web account accordingly.

What is your policy regarding backorders?

Occasionally, a product that you want may be backordered. Please let us know what you would like us to do: partial ship, ship in full, cancel, etc. Note that LS&S does not charge your credit card or invoice you for an item that is backordered until it ships. There is no additional shipping charge on back orders.

Do you accept international orders?

LS&S accepts international orders but does not process them over the internet at this time. Please call Customer Service at 716-348-3500. Customer is responsible for all tariffs, duties, and taxes. We will prepare a pro-forma invoice for your order based on the method of shipping that you require.

Do you have an order status page?

You can check the status of your orders here.

How can I order a catalog?

Fill out our catalog request form, and we'll send you a catalog. It can take up to 2-3 weeks to receive a catalog as we mail them bulk service. For organizations requiring more catalogs for their locations, please call Customer Service 800-468-4789 to arrange fulfillment.

Can I call in my order and get web discount pricing?

Unfortunately no. Web pricing is honored online only. This allows us to serve our customers in a better manner, and bring more promotions to our end customers. Sometimes we will honor online pricing over the phone, but this is done on a case by case basis because of extenuating circumstances.


Creating an Account

Why do I need to create an account?

Creating an online account makes for easier web shopping. An account allows you to maintain your bill-to address and ship-to address, purchase via purchase order, and allows wholesale purchasers to review their price schedule. Set up an account here.

I forgot my password.

Lost your password? No problem. Our Log In allows you to enter your email. Follow the instructions from there.

Do you have an address book for my ship-to addresses?

Yes. Our shopping cart allows you to store multiple ship-to addresses.

Shipping

What shipping options do you offer? What are the rates?

LS&S ships its products Monday through Friday via UPS and USPS. LS&S offers Priority Mail, UPS Ground, UPS 2nd Day, and UPS Next Day Services.
We do not offer Saturday or Sunday UPS Air Service Deliveries.

Insurance is included in the shipping cost. Our shipping rates for standard shipping are:

U.S. Continental Ground Shipping and Handling Charges
If your order totals:
Add
$24.99 or less
$7.50
$25.00 - $49.99
$8.50
$50.00 - $99.99
$10.50
$100.00 - $199.99
$14.95
$200.00 - $299.00
$18.95
$300.00 - $499.00
$19.95
$500.00 - $999.00
$24.95
Greater than $1,000.00 (add $7.50 for each $500.00)


Special freight is added to certain products because of their size and weight. These products are listed in our catalog with the additional charge. This charge will be added to the shipping cost of the service you select.

When can I expect to receive my order?

LS&S works hard to process all orders within 24 hours (Monday through Friday) if the items are in stock. Credit card company approval procedures could cause a delay in processing your order if the billing information is inaccurate or if your billing and shipping addresses are different.

Method Estimated Arrival
Ground 5-7 Business Days
2nd Day Air 2 Business Days, Monday through Friday, excluding weekends and National holidays, providing order is placed before 3pm Eastern time.
Next Day Air Next Business Day, Monday through Friday, excluding weekends and National holidays, providing order is placed before 3pm Eastern time.
Please Note: We do not offer Saturday or Sunday UPS Air Service Deliveries.



Can you expedite my order?

Yes. If all items are in stock, we can make sure that this order is processed on the same day (Monday through Friday, excluding National Holidays) as long as the order is received by 3:00pm Eastern time. We offer UPS Next Day service for deliveries Monday through Friday. Orders placed on Saturday, Sunday, or on a National Holiday will be processed on the next business day.

Do you charge shipping on backordered items?

We do not charge you additional shipping for backordered items.

Returns and Exchanges

What is your returns and exchange policy?

LS&S has a 30-day money back guarantee policy. If you are not satisfied with your product, for whatever reason, you may return it for credit, refund, or exchange, less the value of the original shipping fee. In order to receive full credit, the item must be returned in resalable condition, in its original packaging, and with all attendant instructions, warranty cards, and accessories. Any item returned without this original packaging is subject to a restocking fee up to 15%. We strongly urge you to purchase shipping insurance on returning products.Once the returned product is received, please allow for 5 business days for your return to be processed.

Do you charge a restocking fee?

Certain products do have restocking fees and are clearly labeled on the web site if they do.

What products cannot be returned?

Non-returnable items: Special orders are not returnable. Opened software is not returnable. Due to state food, health, and safety laws, LS&S cannot accept returns on items used on the body, for food preparation, or for medicine preparation. This policy includes thermometers, glucose meters, blood pressure meters, syringe holders, manicuring items, etc.

I need to request an RMA. Do you have a printable returns form?

For faster processing, please call for a Returns Authorization (RA) before returning any item. Or fax the following RA form to us. We have a printable returns form for your convenience.

Products

What is your satisfaction guarantee?

We want you to be happy with your order. If you are not completely satisfied, please return it to us within 30 days from the date of purchase. It is important that you review our returns policy carefully because LS&S reserves the right to charge a restocking in some cases.

What is your general warranty policy?

Product warranty periods are listed in our catalog and website. In most cases, LS&S replaces an in-warranty product with a refurbished one. If you have need of an out-of-warranty repair, please call Customer Service at 800-468-4789, and we can get you an estimate.

What is the warranty with refurbished items purchased on the website?

LS&S places refurbished and gently used products on its web site for sale at discount prices. Most of the time the packaging is the only cosmetic issue. Our 30-day money back guarantee covers the sale of these items. After the 30-day period has expired, these items are no longer returnable.

Security and Privacy

Yes. LS&S uses SSL security for web transactions

We take your privacy concerns seriously. Please review our Privacy Policy

 


145 River Rock Drive Buffalo, NY 14207
Toll-Free Sales: (800) 468-4789 | Fax: (877) 498-1482 | Toll-Free TTY: (866) 317-8533 | International/Local: (716) 348-3500
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