At LOUS Supplies Shop, we understand that industrial operations demand reliability. Our shipping and returns policies are designed to keep your facility running smoothly while providing flexibility for your procurement needs.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods

We offer two shipping options tailored for industrial clients:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Recommended for urgent facility needs
  • Free Shipping (Orders $50+):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment
    • Ideal for non-urgent bulk orders
Note for International Clients: We ship globally except to certain Asian countries and remote regions. International customers are responsible for any customs duties or taxes.

Returns & Exchanges

We stand behind our industrial-grade products for facility managers, brewery operators, and procurement professionals. Our streamlined returns process ensures minimal disruption to your supply chain.

Eligibility Criteria

To qualify for return or exchange:

  • Request must be initiated within 15 days of delivery
  • Items must be in original condition with all manufacturer packaging
  • Proof of purchase (order number) required
  • Custom-configured brewery/winemaking equipment may require special authorization

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Opened safety supply products (PPE, first aid items)
  • Used material handling equipment with installed components
  • Special order athletic field supplies with custom dimensions

Step-by-Step Return Process

1. Initiate Your Request

Email our logistics team at [email protected] with:

  • Order number
  • Product SKU(s)
  • Reason for return (quality issue, incorrect item, etc.)
  • Preferred resolution (refund, exchange, or store credit)
Return Request Template:

Subject: Return Request – Order #[Your Order Number]

Dear LOUS Supplies Team,

I would like to initiate a return for the following item(s) from order #[Order Number]:
– [Product Name] (SKU: [SKU Number]), Quantity: [X]

Reason for return: [Please specify – damaged item, wrong product received, etc.]

Preferred resolution: ☐ Refund ☐ Exchange for [Product Name/SKU] ☐ Store Credit

Please provide return shipping instructions at your earliest convenience.

Best regards,
[Your Full Name]
[Company Name (if applicable)]
[Phone Number for Contact]

2. Receive Authorization

Within 2 business days, our team will:

  • Verify your request against purchase records
  • Provide a Return Merchandise Authorization (RMA) number
  • Specify return shipping instructions (address, carrier preferences)

3. Ship Your Return

For standard returns:

  • Repackage items securely in original packaging
  • Include the RMA number prominently on the exterior
  • Ship via your preferred carrier (return shipping costs may apply)

For exchanges of heavy equipment (brewery systems, material handling):

  • Our logistics team will coordinate a pickup schedule
  • New equipment ships simultaneously when available

Refund Processing

Upon receipt and inspection of returned items:

  • Timeline: Refunds processed within 5 business days
  • Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Amount: Full product cost minus any shipping fees (unless return is due to our error)
Note: Bank processing times may add 3-5 additional business days before funds appear in your account.

Exchange Process

For product exchanges:

  • Replacement items ship within 2 business days of return authorization
  • You’ll receive new tracking information via email
  • Expedited shipping available for urgent facility needs (additional fees apply)

Damaged or Incorrect Items

If you receive:

  • Damaged industrial equipment
  • Incorrect safety supplies
  • Defective athletic field products

Contact us immediately at [email protected] with photos of the issue. We’ll arrange:

  • Prepaid return labels when applicable
  • Priority replacement shipping
  • Optional on-site inspection for heavy machinery

Special Considerations

Industrial Clients

For bulk returns of facility supplies (10+ units), please contact our business solutions team for dedicated support and potential pickup arrangements.

International Returns

For clients outside the United States:

  • Return shipping costs are the customer’s responsibility
  • Customs documentation must clearly mark as “Returned Goods”
  • Original shipping fees are non-refundable
  • Allow additional 5-7 days for international processing

Contact Information

For further assistance with returns or exchanges, contact our logistics specialists:

  • Email: [email protected]
  • Phone: [Insert Contact Number]
  • Business Hours: Monday-Friday, 8:00 AM – 5:00 PM EST

LOUS Supplies Shop
4050 Pheasant Ridge Road, Philadelphia, US 19135
www.loussupplies.com