Customer Service and Frequently Asked Questions

  • Where are we located
  • Contact Us
  • Account Information
  • Ordering
  • Shipping
  • Returns
  • Product Q&A

 LOCATION

We have two locations!  520 S. 15th Street, Louisville, KY 40201 and 110 Scenic Hills Industrial Drive, Ferdinand, IN 47532


CONTACT US 

Customer service at Louisville Mill Supply may be reached by phone Monday - Friday 8am – 5pm Eastern Standard Time at (800) 467-1424. You may also email us anytime at LMSsales@loumill.com, or fill out our contact form by clicking here.

 

ACCOUNT INFORMATION

 Why should I create an Account? 

When you create an account, our website will save that information so the next time you make a purchase from us, you will not have to re-enter contact and shipping information. In addition, this helps us serve you better in the future. Saving your credit card information is optional.

 

What if I can't remember my password?
Our customer service agents do not have access to your password. If you forget your login information, follow the "Forgot Your Password" link on the My Account page.

 

ORDERING

 

How do I place an order?
You may place an order using our easy and secure website, or via phone or fax. If you have any questions or concerns, do not hesitate to contact us and we will do our best to assist you.

 

How long will it take for my order to be processed?
Your order will be processed within 1 business day. We do not process orders on Saturdays or Sundays, or on any major US holidays.  Missing or incorrect information, ranging from incorrect credit card information to an incorrect billing address, may delay the ordering process. Please call us at (800) 467-1424 if you need to change order information after the order has been submitted.

 

Do you charge sales tax on your orders?
We charge sales tax to customers located in Kentucky and Indiana. Sales tax is determined by the purchaser’s delivery address.

 

What form of payment does Louisville Mill accept?
We accept major credit cards including VISA, MasterCard, Discover, and American Express.  We do not accept checks, C.O.D., or money orders unless you have establed a line of credit with us.

 

What if I want to cancel my order?
Because we work to process and ship your orders as quickly as possible to ensure fast delivery, it is important to cancel your order with us as soon as possible. Once your order has been shipped, we cannot cancel your order. You will have the option at that point to return that product to us. However, you will be required to pay return shipping, and there may be a restocking fee, depending on the circumstances. 
TO CANCEL YOUR ORDER: Call us at (800) 467-1424, or email us at LMSsales@loumill.com

Can I still access your old on-line catalog?
Yes! That catalog is still very popular, but it lacks integration with our computer system which is why you can't check your order status or anything else. This new website is completely tied in with the computer system that we use at Louisville Mill.

But, until we get everything that was on the old catalog onto this website, you can access the old catalog here:

http://www.americastoolcrib.com/cgi/CGPTHOME?WXREFC=LOUMIS01

 

SHIPPING

What shipping carrier is used to ship my package?
We use USPS and UPS to ship orders, as well as common couriers for LTL truck line shipments . Shipping options include ground, 2-day and next day. UPS will not ship to P.O. Boxes.

 

Where can I find my package’s tracking number, and how do I track my package?
Your tracking number will be emailed to you once your order has been shipped. To track your package, you may visit ups.com or USPS.com using the tracking number we provide.

 

Do you require a signature or package insurance for deliveries?
Generally, we do not require a signature for shipment of packages. However, we may require them on larger orders at our discretion. Louisville Mill Supply is not liable for missing packages. However, Louisville Mill Supply will work diligently to resolve missing packages.

 

How long will it take for me to receive my package?
USPS and UPS ground delivery may take between 2-6 business days depending on location and current conditions. Louisville Mill Supply is not responsible for delivery delays due to inclement weather or carrier errors, but we will do our best to assist customers in these circumstances.

 

RETURNS

 

Can I return my item?
At Louisville Mill, we offer quality products and aim to provide great customer service. As such, we accept returns within 15 days of delivery. We will accept these returns for products that are returned in new condition, with all product parts and packaging included with the return. Louisville Mill Supply does not cover return shipping.

 

What kind of refund will I receive?
Depending on certain circumstances, we may provide a full refund, partial refund, or exchange. The type of refund will be agreed on before the returning of the package. However, there are circumstances where this may change once the package has arrived (the package is missing pieces; products have been used, etc). Louisville Mill Supply will, at is sole discretion, will make a best effort to resolve customer concerns.

 

When will I get my refund?
Refunds will be initiated once we have received the returned merchandise, and it is returned in the manner that was agreed on when given the RMA.  Upon issuing the refund, it may take up to 7 business days to show in your account. If you do not receive your refund by the 10th day, please contact us.