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Customer Service FAQs

How long are your products warrantied for?

All of our products are warrantied for a period of one year. Some items may have additional warranties direct from the manufacturer. Contact customer service at 800-962-2660 for details.

I can't find an item in your catalog. Can I request a special order?

Ward's will be happy to source your special order request. Please note that we do not accept returns on special ordered merchandise.

My shipment arrived damaged. What do I do next?

Contact customer service at 800-962-2660 and we will be happy to arrange a pick up, replace the damaged merchandise, or issue credit in the event the invoice has been paid.

You do not picture some laboratory furniture items that I am looking for. Can I get special items from you?

Due to space restrictions in our paper catalog, we are not able to picture all of the furniture items that we offer. Ward's owns and operates a wood shop that enables us to build to your custom specifications. We also have furniture specialists that will visit your site, prepare drawings, offer suggestions, and guide you through the entire project. Call customer service at 800-962-2660 for further details.

Do you perform service and repair?

We service everything we sell. If we cannot service the product at our facilities, we will act as your liaison with the original manufacturer.

Do you have a store where I can shop or pick up an order?

We do not have a store on site. However, if you live in the Rochester, NY area you may come to our offices and pick up your order. You must contact customer service in advance to place your order and arrange for your pick up. Please note that not all items are available for this service. 

Can I get a hard copy of your catalog?

Because of the size of our catalog, we supply them to schools and universities only. If you would like to obtain a hard copy, contact customer service at 800-962-2660 or fill out a catalog request.

What are your terms when using a purchase order?

Ward's will accept purchase orders from schools and universities only with net 30 days payment terms. We require prepayment from individuals, home schoolers, and businesses.