FREQUENTLY ASKED QUESTIONS (FAQs)
We have pulled together a comprehensive list of frequently asked questions to assist you. If you are unable to find the answer(s) you are looking for, please contact our Customer Support Team:
Phone: 1.877.488.0469
Email: [email protected]
Hours: 9:00am – 5:00pm MST
CUSTOMER SERVICE/ORDERS
How can I track the status of my order?
Log in to your account and select My Account. Here you can see the status of your order.
How do I change or cancel my order?
Contact our Customer Support Team immediately if you need to change or cancel your order. Please be advised that some orders are shipped very soon after placement, and it may not always be possible to change or cancel.
Why is my item on backorder?
Items that are not immediately available to ship from a Curtis facility when an order is placed are on backorder and will ship at a later date. We will provide you with an approximate ship date for backordered items on the item page and in the cart at the time you place your order. Backorder dates are approximate and subject to change.
Why are Products Call for Pricing?
There could be several reasons for a product on our site to be Call for Pricing, including the product is more complex and we would like to speak with the customer to verify the item meets their needs; we deem the product as “restricted” to protect the community and require valid identification to complete the order; or it may be a requirement of the manufacturer. Various other reasons could make a product Call for Pricing.
I can’t find what I’m looking for?
Our Customer Support Team is happy to help, please call us during normal business hours.
What current promotions are available online?
To see what current promotions we have available visit our Current Promotions Page. This will provide you with the details regarding any/all promotions that are currently active.
How do I receive a quote prior to placing an order?
To request a quote, create an account and then select "Request A Quote" on the products you are interested in.
PAYMENT
What methods of payment do you accept online?
We accept Visa, MasterCard and American Express. Your credit card is charged at the time of order approval.
Credit Card Authorization: When placing an order on our website, a temporary authorization hold may be placed on your credit card. This is not an actual charge and the hold is generally removed within forty-eight hours of order placement and approval. It is up to your credit card issuing bank as to when the authorization hold will be removed.
How do I receive a copy of my purchase receipt?
Purchase receipts will be sent to your email as an order confirmation. If you need an additional copy please contact our Customer Support Team.
Will my order be charged tax?
Yes. To request tax exemption, please complete our Credit Application.
SHIPPING & DELIVERY
How do I track my order once it ships?
Shipping notifications will be emailed to you when your order leaves a Curtis facility. The shipping notification will include a tracking number. Click on the tracking number link and it will take you to the shipping carrier website which will display the delivery information.
How do you calculate shipping charges?
Shipping charges are flat rate based on order value and shipping destination. See our Flat Rate Shipping Table.
Can I expedite my shipping?
Please contact our Customer Support Team to inquire about potential expedited shipping options.
How long will it be before I receive my order?
For standard shipping, products that are in stock at Curtis will generally be delivered within 5 business days depending on the delivery destination zip code. Items that are out-of-stock will be shipped as soon as they are available directly from Curtis or directly from a third-party supplier. Products that are not in stock at time of purchase will be identified. Once shipped, these orders will generally be delivered within 5 business days depending on the delivery destination zip code.
Do you ship internationally?
Please contact our Customer Support Team for information on international shipping options.
RETURNS & REFUNDS
For complete Return and Refund information, visit Returns & Refunds
How do I return or exchange a product?
As soon as you have identified a need to return or exchange a product, contact the Customer Support Team. Products must be returned in new, unused condition. Some products are final sale and not eligible for return.
If I return a product and am due a refund, how will I be refunded?
All refunds are issued using the original payment method and may take up to ten (10) business days for the refund process to complete.
PRODUCT INFORMATION & CARE
Where can I find warranty information for your products?
Please contact the Customer Support Team for questions regarding product warranties.
Where can I find care and use guides for your products?
Please contact the Customer Support Team for specific care and use guidelines.
Where can I find specifications for your products?
Specifications can be found on the product detail pages. If a product detail page does not include the specifications that you need, please contact the Customer Support Team.
WEB SUPPORT
How do I create an account?
To create an online account, complete our Registration Form.
I forgot my password?
You can reset your password by visiting the Log In page and clicking on Forgot Password next to the Sign In button. Then follow the prompts to reset your password.
ABOUT L.N. CURTIS & SONS
How long have you been in business?
We have proudly supported emergency responders since 1929. We are dedicated and committed to you, our hero customer, with high quality, integrity and service in every interaction. Learn more about Curtis.
Who is my outside sales representative?
We have over 20 expert Sales Professionals who service our customers. Find your local outside Sales Professional here.
What product brands do you sell?
We sell products from hundreds of the leading brands. You can view a listing of brands here.
Do you have product catalogs?
Digital Curtis brochures can be viewed and downloaded here.
Where can I find you on social media?
We’d love to connect with you on Facebook and Instagram.
I have passion for supporting heroes. How do I apply to become part of the Curtis team?
Career opportunities are posted on a regular basis, visit our Careers page for more information.
PRIVACY & SECURITY
What are your terms & conditions?
Please visit our Terms & Conditions page.
What is your privacy policy?
Please visit our Privacy Policy page.