Catalog Policy

C.R. Laurence Company has a Catalog Policy that we believe you will agree is fair to all businesses.

CRL Catalogs Online at CRLaurence.com
CRL Catalogs are available for online viewing or download any time you visit CRLaurence.com. Each catalog is linked to our product database, making detailed information about any CRL product just a click or two away. And because our online catalogs are updated daily with the latest product information, new products are available for immediate viewing. There is never any charge for this service.

CRL Catalogs on CD-ROM
CRL Catalogs are also available on CD-ROM to existing CRL accounts and prospective new business customers. Our CD-ROM Catalog has full color images of CRL Master and Specialty Catalogs that you can download to all of your buyers' computers. It's just like having the printed version, but only in a more convenient format, and all of your people can have a set. There is never any charge for our Catalogs on CD-ROM. Ask us to include one with your next order.

Specialty Catalog Policy
CRL Specialty Catalogs are available for online viewing or download any time you visit CRLaurence.com. These include catalogs tailored to the needs of specific industries, such as our Frameless Shower Door Hardware, our Architectural Glass Door Hardware, our Architectural Railings, our Architectural Metals, our Door Hardware, our Transaction and Hospitality Hardware, and our Automotive Truck and Van Windows. They are also included in our CD-ROM Catalog. North American and overseas accounts in good standing can request that we include a printed version of any Specialty Catalog free with any open order.
Businesses who wish to open a new account with CRL can use a valid major bankcard to purchase any CRL Specialty Catalog for $5.00, plus the cost of postage, as no C.O.D. orders will be allowed.

Master Catalog Policy for North American Businesses
Businesses who wish to open a new account with CRL can use a valid major bankcard to purchase any CRL Master Catalog for $40.00, plus the cost of shipping. New accounts must use a valid major bankcard to purchase a CRL Catalog, as no C.O.D. orders will be allowed.
Current accounts in good standing who have done at least $1,000.00 in business with CRL in the past fiscal year will receive a CRL Master Catalog relating to their type of business free of charge whenever it is published.

Master Catalog Policy for Overseas Businesses
Overseas businesses can open a new account with CRL by using a valid major bankcard payable in U.S. funds to purchase any CRL Master Catalog for $40.00, plus the cost of postage. New accounts must use a valid major bankcard payable in U.S. funds to purchase a CRL Catalog, as no C.O.D. orders will be allowed.
Current overseas accounts in good standing who have done at least $1,000.00 in business with CRL in the past fiscal year can request a CRL Master Catalog relating to their type of business to be included free of charge with their next order.

Architectural Binders and Catalog Assortment Policy
Registered Architects and Designers can open a non-purchasing account with CRL and request any CRL Architectural Binder (AB20, AB30, AB40), or Catalog Assortment (AB70). These are shipped free of charge via UPS regular ground service. For any expedited delivery, a bankcard payable in U.S. funds is required for the cost of postage charges only.

Policy for Other Catalogs
There is a $35.00 charge to receive our CRL93N Catalog, and a $40.00 charge for our CRL33 New Products Catalog. The CRL93N and CRL33 will be available only until existing supplies are depleted. All products within them are being incorporated into our new Master Catalog series. We encourage you to hold onto these catalogs, as they will continue to be a valuable resource.

Credit Terms and Policies

CRL customers may make purchases on a CRL Charge Account, pay Cash On Delivery with a company check, or pay with a major credit card when the order is placed. (Any account can pay by credit card, but only established or approved accounts can pay COD. All new accounts are setup with terms to pay by credit card only.)

Charge Account/Open Account Terms
Subject to verification of satisfactory credit, C.R. Laurence offers a charge account program to all customers. With a CRL Charge Account you may make one monthly payment for all your purchases. For your convenience, a statement of your account is sent each month. Our standard terms for charge accounts are 1% 10th prox, net 25th of the month. This means you may take a 1% discount on all purchases made during the prior month. If you choose not to take advantage of the discount, the entire balance is due on the 25th of the month. If payment is not received by the 25th of the month, your account will be charged a 1.5% service charge, and future orders may be placed on hold pending verification or receipt of payment.

Open Account Payment Options
C.R. Laurence offers several payment options to customers with an Open Account. We offer payment by check, credit card, wire transfer, Check by Fax and Check by Phone. We apologize for any inconvenience but the 1% cash discount is not available on credit card payments for Open Accounts. If you choose the wire transfer, Check by Fax or Check by Phone options all you have to do is call the CRL Credit Department at (800) 421-6144, and ask for Ext 5276. They will be happy to help you with these payment options. You can also contact the Credit Department online by clicking on Contact Us, then on the Credit Department link for help with these payment options.

Establishing a Charge Account
After you receive your Log In account number, request your CRL Charge Account by completing the credit application online. Simply Log In to the web site, then click on the link on the top of the page called "My Account", then click on "Other Information", then "Open Account Application".

Delinquent Accounts
We consider the CRL Charge Account to be an important privilege for our customers. However, the privilege may be revoked at our discretion. We consider habitual delinquency, NSF or other returned checks to be grounds for immediate suspension of Charge Account privileges. Charge Account privileges will remain suspended until the past due balance is settled in full. If your account becomes delinquent, you will receive a notification of the past due balance and a representative from our Collections Department may contact you. If you are unable to make satisfactory arrangements to pay your bill, it may be necessary to refer your account to our Collection Attorney.

C.O.D. Account Customers
C.O.D. balances, including all applicable C.O.D. fees, are payable on delivery, so it is important to have a check ready for the exact amount of the purchase when the driver makes the delivery. UPS will not accept cash. C.O.D. shipments refused for any reason will be charged a $20.00 handling charge, and all future business will be done on a cash in advance basis.

Returned Checks
Checks returned from the bank for non-sufficient funds, stop payment, etc., will be charged a $25.00 service charge, and all future business will be Cash in Advance with payment by Certified Funds or Credit Card.

Credit Card Customers
Credit Card purchases may be made with Visa, Master Card, Discover or American Express. You will need to provide all pertinent information at the time you place your order. Your order will then be shipped pending verification with the credit card company. When placing an order for credit card payment, we need to know:

• Card Name
• Complete Card Number
• Card Holder's Name exactly as it appears on the card
• Expiration Date
• Three Digit Authorization Number on the Back of the Card
• Zip Code of Card Holder
• Questions About Your Account

If you have questions about your account status, need any information about your statement, or require copies of invoices, credit memos, etc., please contact the Credit Department.

Credits and Refunds
If your account has a credit balance, you may offset this balance against a future merchandise purchase. We do not issue cash refunds.
Correcting and Updating Account Information
Our customer records are maintained on the CRL computer system. It is important that we have the most current and accurate information regarding your account. If you have changed your firm name, shipping and / or billing address, or phone number, let us know. Contact the CRL Customer Service Department.

CRL International

CRL Serves the World
With our world changing so rapidly, CRL sees the need and opportunity to be a worldwide supplier of glazing supplies. We have long been a worldwide buyer; now we are in a position to sell to the world as well.

Our international customers are very important to us. To welcome worldwide customers, we have several convenient ways to do business with CRL: telephone, fax, mail, or e-mail. Your personal visit for direct negotiation is always welcome.

Please contact us in whatever fashion is convenient, as shown here. We welcome your business and wish to make buying from CRL a trouble-free and satisfying experience.

International Orders
C.R. Laurence is a wholesale distributor. Possession of our catalogs or any other CRL sales literature does not constitute an offer to sell. Orders from individuals may not be accepted (except professional tradesmen).

Local Agents
We understand the nature of international shipments, currency fluctuations, time and language distance. For these reasons you may prefer doing business locally, and we would like to be able to refer you to a regional or national distributor of CRL products in your country.

CRL has sales agents in many countries who work closely with our International Export Department in Los Angeles. These agents are experienced in the proper handling of orders, inquiries and quotations.

To learn the name of your local contact, or if your firm would like to become a national or regional warehouse distributor of CRL products, contact our International Export Department.

Payment Terms
Our preferred method of payment for all international orders is an irrevocable Letter of Credit drawn on a U.S. bank in U.S. dollars, or an approved credit card (American Express, Discover, MasterCard, Visa). Other payment methods are subject to approval.

Shipment Terms
Whenever possible, UPS International Shipping is our preferred small package delivery service. Rates and services are unequaled. If you prefer another carrier, tell us. Larger export shipments are normally via ocean freight, air cargo, air or regular parcel post. Since ocean freight requires special packaging, charges for this service will be added.

Minimum Order
For direct shipment to international customers, minimum order value is $300.00.

Communication
Communicating with CRL is easy. Our staff speaks many languages and dialects. Although contract and other formal written communication takes place in English, in all likelihood we will be able to communicate in your language.

Catalog Policy
Please click here to read our complete Catalog Policy.

Customers in Mexico
Our neighbors south of the border have always been special to us. Now, with changing trade conditions across common borders, we expect strong growth in business opportunities with our customers in Mexico.

Local Agents
To promote this, CRL constantly strives to develop new policies appropriate to changing conditions. We have sales agents and distributors and are actively seeking additional distributors there. For more information, please contact our International Export Department.

Prices
Prices quoted are in U.S. Dollars only.

Shipments
All Mexico bound orders will be shipped via UPS International from our Los Angeles Export Department unless you specifically request otherwise. If the order must ship common carrier, you may specify the carrier.

Customer Service

Customer Service/Order Desk or the Web Site will be happy to help you with any of the following:
1. Checking on Orders and Backorders
2. Merchandise Out Of Stock
3. Advising Shipping Dates
4. Cancelling Orders
5. Shortages
6. No Fault Product Return Policy and Guidelines
7. Special Order or Fabricated Merchandise
8. Return Policy for Tools
If you require any of the above services, feel free to contact CRL Customer Service. When you request any of these services, please have the following information available, as it will be required to process your request:
1. Account number (10 digit number above your company name )
2. Company name, city and state
3. Area code and telephone number
4. Your name (person calling or contact)
5. P.O. number (if used)
6. Sales Order or Invoice Number (if available for back orders)
7. Shipping date (if shipped) or approximate order date
8. Products that you are looking for Checking on Orders or Back Orders
Contact CRL Customer Service if you have not yet received an order that you have placed. If you have an outstanding back order, first check the invoice to be sure it was not cancelled. Give us the information as outlined above. We will get your answer as quickly as possible.

Merchandise Out of Stock
When we fill your orders, unshipped items will be qualified as follows:
1. Unshipped items having a combined value of $20.00 or more will be back ordered. This does not apply if you request "Ship and Cancel" at the time you place your order, or if your account is coded "No Back Orders".
Look at the product listings section on your packing slip. Note the sixth column from the left labeled 'Symbol'. This column lists codes telling the status of each line. BO means the unshipped quantity has been BACK ORDERED. For other codes, refer to the key box at the right hand side of the form.
2. Unshipped items having a combined value of less than $20.00 will be cancelled and not back ordered. This does not apply if you request "Ship and Back Order" at the time you place your order. If the symbol column reads CA, this stands for CANCELLED. For other codes, refer to the key box at the right hand side of the form.
3. If we have most, but not all, of the quantity you ordered we may "Ship and CC". If the symbol column reads CC, this stands for CONSIDERED COMPLETE, and the balance will not be back ordered. If you still need the unshipped quantity, you will have to reorder it.

Advising Shipping Dates
If you have placed an order and would like to know the shipping date, contact CRL Customer Service. Be sure to have your account number and other information (outlined above) ready.

Cancelling Orders
If you would like to cancel your order, contact CRL Customer Service. Please have ready the information outlined above, as it will be required to process your request.

Verifying Shortages
Report shortages by telephone or e-mail within one business day of receipt. Older claims may not be allowed. Every shipment contains a packing list; care should be taken to ensure that the list corresponds to the container contents. There are two types of shortages: (1) a carton shortage, and (2) a contents shortage. We will cover each one separately.

Carton Shortages
Freight: Material is shipped F.O.B. our warehouse unless otherwise stated. Goods in transit are property of consignee (customer). Responsibility for shortages falls on customer. Check freight bill for carton count to insure all packages are delivered. If the shipment comes up short, have the delivering driver note the number of shorted cartons on the freight bill and sign it. Immediately contact the carrier advising them of the shortage. Carriers require 5 to 10 days to determine if missing cartons are elsewhere in their system before allowing a claim. Usually they will find the carton and deliver it within a few days. If this does not happen, and you wish to reorder the missing merchandise, contact CRL Customer Service. However, you will be responsible for freight charges on the reorder or return of material if both orders arrive.
UPS Regular and Air Service: Many orders shipped from our warehouse via UPS consist of more than one carton. The number of cartons and their weight is listed in the lower right-hand corner of your packing slip. A packing slip envelope is attached to one of the cartons. When a shipment arrives, check the number of cartons shipped by looking at the packing slip. If you do not get a packing slip and feel you are short cartons, contact CRL Customer Service; they will check the original sales order and advise you of the number of cartons shipped. Before you ask to have missing cartons traced, we want you to understand the following: Many times UPS gets the shipments mixed up in one of their Hub Centers and they will deliver the missing carton the next day. If you cannot wait for the merchandise, please reorder. You will be responsible for any freight charges on the reorder or return of material if both orders arrive. If your short cartons never show up, ask CRL Customer Services to file a claim for you. Parcel Post: Shipments made by the U.S. Postal System require a lot of paperwork, and they do not accept a tracer for 30 days. If you have a shortage, please contact CRL Customer Service.

Content Shortages
Content shortages can happen in three ways: (1) the carton was opened and resealed, (2) the carton was damaged (see Damage Section), or (3) the contents were never put in the carton (contact CRL Customer Service). When you receive a shipment, you should immediately check all merchandise against your packing slip to be sure all material is received. This is very important, as some carriers will not accept a claim if it is not filed within 10 days of the receipt of the order. If a box breaks open, some carriers will just reseal it with a clear or amber cellophane tape, and will not make a notation that the carton has been opened. Please check the contents of a box with this type of apparent resealing immediately. If you do notice a shortage, be sure to save the shipping carton and all packing material and contents for the carrier's inspection, or your claim may be denied. On any shortage where the carton has been opened, contact the carrier and have them send out an inspector. Any claim should be reconciled with the carrier. If you run into any problems, please feel free to contact CRL Customer Service. Before claiming a shortage:
1. Check to be sure you have received all the cartons that were shipped (see lower right hand corner of packing slip ).
2. Check packing slip to be sure that the items you feel you are shorted were not back ordered or canceled.
3. Inspect all packing material for merchandise.
4. Make sure that no other personnel have removed a carton or contents before the merchandise was totally checked in.
5. Check the cartons thoroughly to see if they were resealed or damaged so you can determine who is responsible for the shortage -the carrier or the shipper.

Guaranteed No Fault Return Policy

We at CRL want to establish a fair and equitable policy for our customers and we have established the following guidelines for the return of regular catalog merchandise.

Up to 30 Days

No fault return policy. No handling charge for return of undamaged merchandise (stock items only). Return shipping charges not allowed. Power tools may not be returned for credit. Most power tools are guaranteed by their manufacturers, and any returns for credit due to manufacturing defects or workmanship should be handled through the warranty department of the tool's manufacturer. Warranty Department addresses and telephone numbers will be available through our Customer Service Department.

31 to 180 Days

All returns must be authorized by the Returns Manager. 20% restocking charge on stock items. No shipping charge credit allowed.

181 Days and Over

No returns without authorization of the Returns Manager. 30% restocking charge on stock items. No shipping charge credit allowed.

Returns Due to CRL Error

Any returns to CRL due to an error on our part must be made within 30 days of receipt of shipment. No restocking charge will be assessed to the customer, unless the returned merchandise has been held by the customer over 30 days, or has been used or damaged by the customer. All returns over 30 days are subject to the approval of the Returns Manager.

No merchandise will be considered for return after one year from date of purchase, nor will credit be issued if merchandise has been damaged through abuse, carelessness or neglect.

All returned merchandise is subject to visual inspection by CRL personnel before credit will be issued. When defective merchandise is returned, a secondary inspection may be required by some of our suppliers. This can cause a delay in credit issuance.

No merchandise will be considered for return if it exceeds the manufacturer's warranty period or specified shelf life. Returns will not be accepted on special order or closeout merchandise.

Special Order or Fabricated Merchandise

Special order or fabricated items must be on a written purchase order. They are not returnable for credit. Special order or fabricated merchandise can only be cancelled with the written approval of CRL, and the only after we determine from the manufacturer that production can be stopped or the order has not already been processed. All special orders are verified before shipment to avoid errors and obtain authorization.

Return Policy for Tools

All tool sales are final. Please inspect all tools upon receipt.

Tools will only be accepted for return if proven to be operationally defective by CRL Product Management, and if returned with all accessory components or other parts that are contained in the original packaging.

If you attempt to make repairs to a tool you suspect is defective you forfeit all claims.

Tools that have been used, damaged or altered by the user are not eligible for return.

Tools returned to CRL without prior authorization will be returned to the purchaser.

All requests for the return of a tool must be made within ten days of receipt.

All claims for tools damaged by the carrier must be made through the carrier. Be sure to retain your delivery receipt.

Custom Order Service

CRL Is Your Source
We offer more than just the products shown in our catalogs. CRL is your source for goods and services from hundreds of manufacturers worldwide. The experience gained by decades of service affords us the ability to serve you in more ways than you might realize.

Bulk Quantities
Fabricators using large quantities of specific items may be able to reduce their costs by buying in bulk. We will provide you with attractive bulk packed pricing on most any product we carry. Contact CRL Customer Service with your needs for a bulk price quote.

Custom Packaging
For years many of our customers have made good profits selling our professional glass cleaner with their custom printed labels. Private labeling is available on many CRL products, and we can design distinctive packaging to make your products more attractive to retail customers. Our Advertising Division will work with you to design that special "look" that will create an image for your business.

Non Stock Merchancise
We deal with hundreds of vendors in the U.S. and all over the world. That gives you access to not only our inventory, but theirs as well. One of our most popular product lines is known as "VM" or "Vendor Miscellaneous." "VM" products are those we don't normally stock, but can be obtained from our sources, some on a direct ship basis from their factory to you. If you're looking for something special, or are having trouble finding the right part to fix a tool or power equipment, contact our Customer Service Department. Chances are we can find what you are looking for.

Price Quotes
Bidding a job means knowing your costs for every item involved. We can provide you with immediate price quotes on all stock catalog products. Specially fabricated or "VM" merchandise takes a few hours, but you will get a complete, firm price you can use to calculate your costs when you bid. We have a computerized Quotation Request Program to keep your quoted items on file. This allows us to convert them immediately to an order as soon as you give us the 'go-ahead' to ship. All we need is your o.k. We want to be your source for the products you use most, and our Quotation Request Program helps us do that by providing you fair pricing fast.

CRL Manufacturing Works With You
The CRL Manufacturing Division has capabilities far more diverse than any other supplier in the glass industry. We work with you to provide good quality, and fairly priced products that you can have confidence in.

Special Fabrication
We make hundreds of products in our Los Angeles, California manufacturing plant. This capacity allows us to design and fabricate a variety of specialty items in these categories: automotive, truck, van and RV windows; Bel-Air door windows; security transaction serving windows and devices; glazing and auto glass hand tools; glass fabricating and handling tools; and specialty tools. Perhaps you have an idea for a product or tool, but don't have the capacity to build it. CRL Manufacturing will work in partnership with you in an arrangement that will be profitable to both of us. Click here to submit your idea.

Quick Fab Program
CRL's Quick-Fab Program offers you a quick turnaround for specially fabricated CRL-made products such as: service and transaction windows; mirror frames; pass through windows; showcases; partition posts and more. When speed is as important as price, CRL's Quick-Fab Program just may be the answer to your needs. Contact CRL Customer Service for details.

Just ln Time Delivery
CRL is an expert in meeting the demands of JIT (Just In Time) Manufacturers. We can set up reasonable inventory demand levels to keep you supplied with the products you need, when you need them. We work to eliminate both overstock and back orders, and will guarantee to ship specified quantities on a given date. JIT programs are based upon substantial quantities, and we will offer protected contract pricing based on established volumes. Contact CRL Customer Service for details.

Direct Shipments
Sometimes the best way to keep your supply levels up to date, or to reduce shipping costs, is to ship direct from the factory to the customer. We can sometimes arrange direct shipments of goods to all points nationwide, and to most of the world. We work with only the most reliable and cost efficient carriers to assure fair and reasonable transportation costs.

FAX Service

C.R. Laurence Company believes the advantages of high speed facsimile service ("fax" for short) make it the preferred business communication medium of the supply business.

Fax is Fast, Accurate and Reliable

Fax Doesn't Require Skilled Attendants; It's as Easy to Use as the Telephone

Fax Duplicates Words and Graphics Exactly as They Appear on the Original

Fax Saves You Money
Fax also saves you money in some not-so-obvious ways. How much does it cost you to recite your purchase orders over the phone to your suppliers? Even if the call is toll free, you're still paying personnel for time to make that call. Think how much you could save in labor costs if you could Fax your P.O.'s in as little as 30 seconds! Enough said.

CRL FastFAX Service
Another CRL Industry First

Immediate Information on Every Order Shipped Makes it Easier for You to Schedule Your Customer's Jobs

Saves Time and Effort Normally Expended on Tracking Orders
Do We Have Your Fax Number?
CRL FastFAX Service starts when we have your fax number (with area code). Please give us your fax number the next time you place an order or request a price quote. We'll add it to your account file so you can enjoy CRL FastFAX Service, including monthly promotions exclusively for Fax customers.
What FastFAX Service Is All About
In the early days of fax it took a lot of explaining to convince people of the value of fax telecommunications. But nothing's as compelling as an idea whose time has come, and now fax machines have become as necessary as regular telephones. Today, a lot of people ask themselves, "What did we ever do without fax?" C.R. Laurence is proud to have introduced toll free fax service to our industry years ago. Today, CRL raises fax communication to the next dimension: CRL FastFAX Service. CRL has always been at the leading edge of telecommunications technologies. We introduced the industry's first toll free telephones. A decade later, we introduced the first toll free fax lines. We were first to offer you price lists on computer diskette, and we're the first to bring you a World Wide Web homepage and E-Mail address for all CRL staff. We live in a technological era, an information age where the quicker you have required information, the quicker you can respond to change. The better your data, the better you can run your business. In the past, customers used to tell us the worst part of CRL service was not knowing. Did I order it from CRL? Did you ship it? Was there a back-order? When will you ship it? What will my total be? That's all in the past now, with CRL FastFAX Service. If CRL has your fax number in our computer, you will have immediate notification upon shipping!
What Does CRL FastFAX Mean to You?
We fax details of your order as we ship it. We've upgraded our computer system, adding even more powerful features. Today, if CRL has your current fax number, we'll fax you complete details of every order the moment we ship it!
With CRL's unique FastFAX Service you'll learn:

Items shipped

Items not shipped and its status

Date shipped

Shipping carrier

Tracking number if there is one

Number of packages shipped

Total shipping weight

Freight charges

Price per Unit of Measure

Total amount

Your Sales Professional's name and phone extension

CRL Fax-On-Demand
24 Hour Access to the Information You Need to Do a Better Job
You can now get CRL product information instantly through your fax machine 24 hours a day. How? With CRL's Fax-On-Demand Service. This technological breakthrough allows you to choose from a menu of documents such as sale flyers and more. Once you've made your selection these documents are transmitted directly to your fax machine by CRL's Fax-On-Demand Computer. To use CRL's Fax-On-Demand, from the United States, dial (800) 390-1311 and follow the simple recorded instructions. If you are calling from outside the United States, dial (323) 588-1281 and ask for extension 5249.
MSDS and Spec Data Sheets are available on line, no longer on Fax-on-Demand
MSDS and Spec Data sheeets for our products are available on line by clicking on the CRL Total Search link located on the top of every page, then by clicking on Product Document Search. They are also available by going to the products page that you want the document on, then by clicking on the appropriate link located on the top of the page.

Image Use

Please read the following requirements for using any of our product images or information on your web site

• Notify CRL Online Support when using any information or images, and advise CRL Online Support when it is available on your web site
  
• Display our Approved Web Customer image we provide to you (shown below) on any page that uses a CRL Image, and link the image to: http://www.CRLaurence.com
  
• Retain our approval e-mail for future use.
  
• Advise CRL Online Support when changing your web site.
  
• The web site cannot contain any illegal products or pornography, and cannot refer to any of these tpes of sites.
  
• Installation images cannot be used, only product images.

Click here to request permission. Make sure to describe in detail about the images or text you wish to use, along with providing us your web site address.

Note: Having a link to the CRL web site will not confuse anyone, nor can we or do we sell direct to individuals, so you cannot lose a sale. If the link is done correctly, it will open a new browser, this way your web site will remain open for them to continue to view and shop.



Thank you, CRL Online Support

Ordering Information

Customer Information Needed When Placing An Order
We have listed below the information needed to place an order for the two types of accounts.

1. Established Accounts
We try to make it as easy as possible for you to place your order. Whenever you place an order, we need the following:

• Firm Name (as ordered before)
• City and State
• Area Code and Phone Number (this serves as your alternate account number)
• CRL Account Number (if available, all 10 digits, please). To order on line, you must use your CRL Account Number in order to create your own User Name and Password.
• We do not require your shipping or billing address if it has not changed since your last order. But if you have changed your company name, address or phone number since your last order, let us know. We must keep our records up to date so we may best serve you.
  
  

2. New Accounts
If you are placing your first order with CRL, we will need to know the following so we can correctly set up your account.

• Firm name (as you want it to show on all shipping and billing documents)
• Shipping street address, city, state, zip code
• Billing street address or P.O. box, city, state, zip code
• Phone number, including area code, that you use as your main business number. This becomes your alternate account number. We use it not only to contact you, but to access your account records and to enter your orders into our computer system. It is very important that each time you order by phone, fax, mail, e-mail or though our website, that you give us your telephone number. Ask your people to use the same telephone number each time they place an order.
• How you heard about CRL
• Fax number (if you have one)
• Email address (if you have one)
• Purchase Orders
• We would like to have your purchase order number for each order you place. This allows us to keep better records of all outstanding orders. If you do not use purchase orders, the name of the person placing the order is acceptable.

Minimum Order Charge
CRL is a wholesale supplier and we have established a program whereby our customers can order any quantity of material they need. Orders over $25.00 will have no handling charges. Any order valued at less than $25.00 will include a minimum order service charge. Product Information Needed
When placing an order for products listed in the CRL catalog, it is very important that you use the complete catalog numbers, both letters and numbers. Since every product shown has a specific catalog number, that is the best way to insure you receive the products you want. The preferred method for specifying individual products when ordering is:

• Quantity-tell us how many you want. Be sure to specify the unit of measure; Catalog number by using the catalog numbers shown in the catalog for the particular products you want; Description by giving us a short description of the product, such as color or size. For example, to order a case of Clear Silicone, specify:
  
  • 30 each (quantity/unit of measure)
    
  • 33SC (catalog number)
    
  • Clear Silicone (description)

Other Information Needed
When placing your order, please be sure to tell us of any special requirements you may have for your order in regards to:

• Shipping-How do you want us to ship your order? By a specific carrier or the least expensive way, or on any particular date? Let us know.
  Direct or Drop Shipments-We will gladly direct or drop ship your order to another address if you supply us with a complete shipping address including:
• Firm name, street address, city, state, zip code, phone number.
• This is another CRL service performed free of charge to you.

We invite you to expect higher quality service from CRL. We believe that your high expectations and our desire to meet them make us both more successful.

1. Express Ordering Customer Service Order Desk.
When you call our Toll Free phone number, ask for Customer Service Order Desk. Our friendly capable catalog experts provide instant answers for most service and order requests. Be prepared with your phone number or CRL account number. Our Customer Service staff will take it from there, courteously guiding you through the fastest, easiest ordering service in the country. When you know what you want, CRL Customer Service is almost as fast as using our toll free fax line, but nothing beats the speed of ordering through the web site.

2. Technical Sales Specialists.
Our most experienced and knowledgeable people staff our Technical Sales lines. When you have questions about product selection or compatibility, installation, trouble-shooting, sealant testing, and similar consultant needs, ask the CRL operator for Technical Sales. There is no charge for this special service. Whatever your question, count on appropriate, accurate answers.

3. Express Ordering By Toll Free Facsimile Service.
Fax your order to us by using our toll free fax lines from anywhere in the United States and Canada. 7 days a week, 24 hours a day, just dial (800) 262-3299.
For Australia customers, fax your order to us by using our toll free fax lines from anywhere in Australia. 7 days a week, 24 hours a day, just dial 1800-813-013.

4. Express Ordering Using Our Web Site.
You are using the most detailed, complete web site in the industry where you can place an order in a matter of seconds. Once you are a registered account of CRL, you can create your own User Name and Password which is required one time. Do this by clicking on Log In, then on Register, then follow the directions. After logging in you can check on pricing, check stock, place and order, and much more in a matter of clicks. Need help while on line? Someone is always available during regular business hours, and will promptly and courteously reply to your questions, not like most web sites!

Product Information

New Products
C.R. Laurence is always looking for new ideas and products to be used in our ongoing catalog program. We developed this catalog with the assistance of customers and suppliers who sent us information on products that relate to the industries we serve. If you have information on a product you would like inserted in our catalog, or you would like to discuss any new ideas or products, call toll free and ask for our Product Manager at Extension 5440, or E-Mail the CRL Product Manager. C.R. Laurence Company's success has come from the confidence that our customers and suppliers have with us in developing new products and distributing them to the glass and industrial trades throughout the world. Product Marketing
C.R. Laurence Company also has a Product Marketing Division, wherein we've sought out individuals to develop programs and products for specific industries, and provide expert advice in their fields. We welcome all your inquiries in these areas, as we feel with these types of ongoing programs we will be able to develop product lines that will benefit all our customers. Product Substitution
C.R. Laurence Company reserves the right at any time to substitute products for the products shown in our catalogs. Because certain manufacturers go out of business or other products become unavailable, we reserve the right, when we can, to purchase more economical or higher quality products. Also, from time to time, we have service problems with certain suppliers; when this happens, we reserve the right to be able to find products that we can substitute to service the requirements of our customers. Product Training Information
CRL has an ongoing program to develop training materials customers can use in their own business. The key feature of CRL Training Services are sales and installation pamphlets and videos on a broad range of products such as sunroof or slider installation, basic selling and customer courtesy techniques, and sealants. Contact CRL Customer Relations at Extension 5110 for details. In addition we have a library of technical information on most of our products, including MSDS and specification data sheets. Contact CRL Customer Service for the sheets you require. Product Research Service
We sell many items that have not been published in our catalogs. This includes replacement parts for machinery and specialty hardware, tools or supplies. If your firm has trouble finding such items, please contact CRL Customer Service with details and specifications. We appreciate your inquiries. Advertising with Ad Mats and Posters
In an effort to help our customers promote the products shown in our catalogs, C.R. Laurence Company has Ad Mats and Posters available which you can use in your local advertising. If you see any product that interests you, please contact us to see if we have an Ad Mat or Poster available for that specific product. It is impossible for us to have one for every product shown, but we do have a library of advertising mats available free of charge. Posters are available as both stock, as well as, we can make custom ones. All Posters are available for a minimum charge. Please contact CRL Customer Service for more information. Non-Stock Merchandise Policy
CRL offers our customers over 50,000 different products. We also offer our customers the option of purchasing non-stock merchandise from us. Non-stock merchandise is described generally as products manufactured by our suppliers, but not carried in CRL's Catalogs. This also may include replacement or accessory parts for tools and machinery not normally cataloged by CRL. All special orders for non-stock merchandise will be subject to a service charge, and may not be cancelled or returned for credit. A written purchase order and/or payment in advanced for non-stock merchandise may be requested at our discretion.

Shipping Information

Shipments
All shipments move F.O.B. our regional warehouses unless otherwise specified. Shipments will be made in any manner requested by the customer - Regular or Air UPS, Express Mail, Parcel Post, air freight, bus, motor freight or other common carriers. In the absence of routing instructions, we will ship via the least expensive way. We usually try to ship all orders UPS if size and weight permit. Because of size or weight restrictions, we sometimes have to ship via common carrier. As a service to you, we have designated a space in your computer account file to put your choice of common carrier. If you wish to ship via a certain common carrier, contact our CRL Customer Service and ask them to put that carrier's name into your account file. The following are the different methods of shipment available for most orders:
UPS (United Parcel Service)
Ground Service
Serves the 48 contiguous United States. We find that this service for small packages gives the best results and we use it whenever possible. However, we are limited by the following:

• Maximum weight per package is 150 pounds
• Maximum size per package is 108" (length and girth combined).
• Maximum length for cut material to ship UPS is 96"

UPS Next Day Air* (Red Label)

• Guarantees next working day delivery of packages.

*To ensure service, next day orders must be placed with CRL in your service area before noon your local time.

2nd Day Air* (Blue Label)
*Guarantees delivery to any UPS service area no more than two working days after pickup by UPS. Alaska and Hawaii are served by UPS Blue Label Air Service.

• Maximum weight per package is 70 pounds
• Maximum size per package is 130" in length and girth combined. The maximum length on any package is 108". Packages under 25 pounds having a length and girth size over 84" will be charged at the 25 pound rate
• No aerosol cans or hazardous materials can be shipped Air UPS

3 Day Select*

• Guarantees delivery to any address in the 48 contiguous United States within three business days.

*This service features same day tracking and guaranteed delivery at approximately 30% savings over 2nd Day Air. Size and weight restrictions of 2nd Day Air apply to 3 Day Select UPS Next Day Air Saturday Delivery*
Guarantees Saturday delivery of UPS Next Day Air packages. An additional charge will be added to the Next Day Air charges. Weight, size and hazardous material regulations that apply to UPS Next Day Air shipments also apply to Saturday delivery.

*Shipment via these methods do not qualify for Freight Allowance.

Air Freight*
All air freight shipments will be sent collect, only at the request of the customer. Because of the high cost of air freight, we suggest our customers use it only when absolutely necessary. We will be glad to rush any air freight order for you, however, we are limited by the following:

• No aerosol cans or hazardous materials can be shipped Air UPS
• Federal Express Next Day Service guarantees delivery by 10:30 the next business day, only in areas served by Federal Express Next Day Service. Contact your local Federal Express office for details. There is no shape or size limit. Weight limit is 150 pounds per package

*Shipment via these methods does not qualify for Freight Allowance.

Parcel Post
We insure all Parcel Post shipments. Total postage charges are added to your invoice. If you send payment with your order, please estimate an amount for postage and insurance and include an adequate amount. Any overage will be credited to your account; a shortage will be charged to you. We use Parcel Post only on request or when the destination is not served by UPS.

• Parcel Post weight limits: Parcels for delivery to post offices in the United States cannot weigh more than 70 pounds
• Parcel Post size limit: Parcels cannot exceed 108", length and girth combined
• C.O.D. parcels: The post office will add a fee and will collect the total C.O.D. amount in cash
• Air Parcel Post: Consult your post office for weight and size limits and rates. We only send by air when you request it
• Parcel Post loss or damage: Claims must be made with the Postal Service using their form

Motor Freight or Common Carrier
We will ship by common carrier only when weight and size limitations require that we do so. Each regional warehouse usually has 8 to 12 freight companies that make daily pick-ups and cover all the areas to which they ship. If you wish your shipment to go by a specific freight company, please request it when you place your order. We will make every effort to ship your order by that carrier.

Bus*
We ship via bus only when requested by the customer. All bus shipments are made on a freight collect basis. We are limited by the following:

• Maximum weight per package is 100 pounds
• Size limit: Packages may not exceed 60" in length or 144" in combined length and girth
• C.O.D. shipments cannot exceed a total invoice value of $250.00
• Maximum insurance rates are $250.00 in states in which CRL warehouses are located, and $1,000.00 in all other states

*Shipment via these methods do not qualify for our Freight Allowance, by Policy.

CRL's Service Level
Over the years, we have built our business on service and getting your order shipped as soon as possible. This is still our prime objective. However, we ask you to please understand we cannot always provide same-day shipping. It takes approximately three to four hours from the time the order is taken (if there are no problems) until it is packed and ready for shipment. Orders called in late in the day, or orders which have problems (such as exceeding credit limit, account past due, address change, etc.) take longer. We may hold your order for a day or two because we are out of stock on an item and we anticipate receipt of the item in a few days, allowing us to ship your order complete by holding it until the merchandise arrives. We would like to have three to five days to process your order. That way, if we ship your order the same day you will be happy, but if we take a couple of days, you will understand. Sometimes an emergency will come up and you will need the merchandise immediately. We understand this can happen. If you tell us this when you place the order, we will stock check the merchandise you need, and make every effort to get it out the same day. When requesting this service, be sure to get the name and telephone extension of the person you deal with, as it is that person's responsibility to follow this order through. Should any problem arise, contact that person directly.

COD Shipments
If an order is shipped COD, there is normally an extra fee that each shipping carrier will charge for this service.

CRL Freight Allowance Policy for U.S. and Canada
C.R Laurence Company has a freight allowance policy virtually any customer can take advantage of. If you place a qualifying order, and the order contains $2,000.00 or more worth of freight allowable products, we will rebate your freight costs when you pay the invoice within the printed terms. In order to qualify for the full freight allowance, your order will comply with these qualifications:

Minimum merchandise value includes $2000 or more in qualifying products. Certain products are exempt from qualification: custom fabricated architectural systems or components; glass machinery and warehouse equipment; major handling equipment such as racks, lifting frames, insulating glass equipment; cutting tables, bulk abrasives and compounds.

The order ships at one time to a single delivery point in the 48 contiguous United States. All shipments to Alaska, Hawaii, U.S. Territories, or destinations outside of the U.S. are ineligible for freight allowance.

Open Account Customers: To collect your freight allowance, do this: If your invoice has the freight charges added to it, simply deduct these charges when you submit your payment. If your invoice does not have the freight charges added, and you received your shipment freight collect, you may deduct the freight charges shown on a photocopy of the freight bill you include with your payment. In either case, your payment must be made within the printed terms on the invoice. Payments made after the due date are not eligible for freight allowance, and we will charge back unauthorized deductions.

Bankcard Customers: Qualifying orders will be shipped freight prepaid upon verification of your bankcard.

COD Customers: Qualifying orders will be shipped freight prepaid. COD fees are the responsibility of the customer.

C.R Laurence Company reserves the right to choose the carrier that will best service your point of delivery at the most economical rate. Under no circumstances will your order qualify for freight allowance should you specify shipment by air carrier, bus, or other premium carrier.

Note: If your order reaches the qualifying minimum and we are temporarily out of stock on an item, you will still be able to deduct the freight if you make payment within terms, even if the shipped invoice total does not meet the qualifying minimum. Back ordered items (if any) do not qualify for freight allowance when shipped at a later date.

Remember: By taking advantage of CRL's 1% cash discount and our freight allowance policy, you can save on your purchases. Aggregating your large stock and supply orders to meet the qualifying minimum not only saves you freight costs, but also will reduce your personnel and handling costs upon delivery of your order.

COD: If an order is shipped COD, there is normally an extra fee that each shipping carrier will charge for this service.

For questions regarding our freight allowance policy, click here.

Warranty and Guarantee Policies

Guarantee and Liability
The purchaser agrees to accept all shipments with the distinct understanding that our liability does not exceed the invoice value of the merchandise shipped. Guarantees and Warranties
C.R. Laurence Company has a policy of handling quality merchandise from responsible manufacturers. These manufacturers supply their own guarantees and warranties, and generally do not allow distributors to make adjustments, replacements, or to accept for return or exchange any defective or unsatisfactory item without written permission. If you have any questions regarding the actual warranty or guarantee of any product, please contact CRL Customer Service. We will be happy to assist you. Limitation of Warranties
All C.R Laurence Company products and materials are sold subject to the terms and conditions set forth in our publications. All statements, technical information and recommendations regarding such products are based on tests and examinations believed to be reliable, but C.R. Laurence Company neither guarantees nor warrants their accuracy or completeness.

It shall be the sole responsibility of the user to determine the suitability of the C.R. Laurence product or material for each intended use, and the user shall assume all risks and liability in connection with the use, or inability to use, the product or material.

To the exclusion of all other remedies, C.R. Laurence warrants and agrees to replace, or at its sole option, to refund the purchase price of that portion of any material or product supplied by C.R. Laurence Company, which is proven upon inspection within thirty ( 30 ) days of the date of receipt of such product or material, to be defective in material or workmanship. No salesperson, agent, employee or representative of C.R. Laurence Company has any authority to enlarge or change the terms of the warranty. In no event shall C.R. Laurence Company be responsible for any special, indirect, consequential or incidental damages or loss, including, without limitation, loss of profits or revenues, economical losses and loss of use, whether statutory or based on theories of contract or tort. There are no other agreements, understandings, representations or warranties, express or implied (including any regarding merchantability or fitness for a particular purpose) not specified herein.

Product Specific Warranty/Guarantee Information

• ARS Aluminum Railing System
• AWS Aluminum Windscreen System
• Bullet Resistant Products
• Commercial Hardware Products
• Electronic Communicators
• General Railing Products Warranty
• GRS Glass Railing System
• P-Series/ WRS Welded Post Railing System
• Panic Handles
• Plexiglass G Acrylic Sheet
• Shower Door Hinges
• SRS Standoff Railing System
• Transaction Hardware