Frequently Asked Questions
Select a help topic:
You will find our entire product catalog divided into categories displayed at the top of every page. Mouse over a category to see its subcategories displayed below. Click on a category or a subcategory to view a list of products and additional options for narrowing your selection.
Use the Search box to enter a keyword or SKU# and then hit enter or click the arrow. If any products match your search term, they will be displayed on the search results page. If no products match your term, you can try another search, use the menus found at the top of every page to browse by category, or click Advanced Search.
Once you have reached the search results page, additional options for filtering your selection may be available to narrow your selection by sub-category, brand, and/or product line. These filters will be represented by links beneath a header, such as “Narrow by sub-category”, that will filter your results to products within that sub-category, brand, or product line. Once you’ve selected a filter, you can remove it by clicking the corresponding “Show all” link.
Why are windows and doors not available for online ordering?
We are working hard to make all of our products available for online ordering. Because windows and doors require a great deal of customization, we only provide overview information in the form of PDF documents or links to manufacturer's order systems at this time. Please visit or contact your local branch to place an order for windows and/or doors.
From the search results, related products, or shopping cart pages, you can click on the product name to view more information about an item. The product detail page displays the following additional information (if it is available):
- Product Image(s)
- Description
- Specifications
- Colors
- Unit of Measure
- Price
- Availability at your current branch
If a product is available in more than one color, a drop-down menu will appear on the product detail page indicating the color options by name. When you change the selected color in the drop-down menu, the price will update accordingly.
What units of measure are available for the product I’m viewing?
If a product is available in more than one unit of measure, a drop-down menu will appear on the product detail page indicating the units that are available. When you change the selected unit of measure in the drop-down menu, the price will update accordingly.
If I have a price plan on my account or ship-to account do I see that price in LansingNOW?
Yes, your specific pricing for your customer account or ship-to account is the pricing that is displayed in LansingNOW. If you do not have a price plan, you will see list price.
What is "Current Branch"?
Based on your account, a default store location has been identified as your current branch. Your current branch location is displayed on the top navigation bar, and it can also be seen on a product detail page near "availability". This is used to determine stocking and pricing information for the products you are viewing. When you submit an order request, it will be sent to the branch that you’ve identified as your current branch at the time of submission.
Can I change my Current Branch?
If you are located in an area where multiple Lansing branches operate, you can change your current branch by clicking on the branch icon at the top right corner (or in the menu navigation on mobile). Details for your current branch will be displayed, along with other available locations. You can scroll through the locations or use the search bar to enter a town/city name. Simply select the new branch to make the change. If you already had items in your shopping cart, pricing and stocking information will be updated accordingly.
How can I determine whether a product is available at my Current Branch?
There are three possible availability indicators, one of which is displayed for every product on its product detail page, the shopping cart and when viewing a materials list:
- Available – The product is available at your current branch.
- Available with Lead Time – The product is normally available at your current branch but currently has a lead time. Upon ordering, your Lansing Branch will contact you about the expected lead time.
- Special Order – The product is not stocked but is available by special order. Lead times can vary depending on the vendor. Upon ordering, your Lansing Branch will contact you about the expected lead time.
Please note that Lansing makes every effort to display accurate availability information. However, stress on supply chain or other unexpected factors can affect our information. Your Lansing Branch will contact you with full details on any items that will not be available by your desired delivery date and time.
What are "Frequently Bought Together" items?
When you view a product detail page, you may see a list of related products at the bottom of the page. These are products that Lansing has identified as frequently being purchased with the item you are viewing. Click on an item to view more information or simply add to your shopping cart.
Ordering Products
How do I order products online?
To send an order request to your current branch, locate the products, add them to your cart, and complete the checkout process. Once we receive your order request, your Lansing Branch will review the order and follow up with you to complete your order. Please note that we are currently not accepting payment methods or calculating taxes or shipping costs online - those items will be handled once the branch processes your order.
How do I add a product to my Cart?
After you’ve located the desired item from the category browse or search options, click the product name to view its details. From the product detail page, indicate the quantity as well as color and unit of measure (if available). Then click Add to Cart to add the selection to your shopping cart. The shopping cart page will appear with a message that the item has been added to your cart.
How do I tell what is in my Cart?
If there are items in your shopping cart a number will appear next to the shopping cart link at the top of every page indicating the number of unique items that it contains. You can view the complete details of your shopping cart at any time by clicking the Shopping Cart icon.
Can I remove an item from my Cart?
While viewing your shopping cart, you can delete a product by clicking the Trash icon next to the item.
Can I add more of the same item to my Cart?
When viewing the shopping cart, you can adjust the quantity of any item and the cart will automatically update the sub-total & order total.
You can also add additional items to your cart from a product detail page. If the item already exists in your cart with the same color selection and unit of measure (if any), the quantity will be updated to reflect the additional items. If you wish to add the same item in a different color or unit of measure, use Add to Cart on product detail pages. You can reach the product detail page for an item in your cart by clicking the product name.
Can I change the unit of measure after I've added an item to my Cart?
While viewing your shopping cart, you can change the unit of measure of any item and the cart will automatically update the sub-total & order total.
How do I continue locating products after I've added an item to my Cart?
After you add an item to your cart, you can click “Continue Shopping” to continue browsing products. As with any page on the site, you can use the product category navigation or search box at the top of the site to locate additional products.
How do I send my order request to my branch?
After you’ve located products and added them to your shopping cart, click Proceed to Checkout to start the order request process.
What delivery options are available?
We offer two delivery methods: pick up your order at your current branch or we’ll deliver to a physical address. You can choose either method during the checkout process.
Once you select a delivery method, we also ask for the preferred date and time at which you’d like to receive your order.
- If you chose Pickup: You can select a preferred date 24 business hours in the future and beyond.
- If you chose to have the order delivered, you can select a preferred delivery date 48 business hours in the future and beyond. You can select a preferred delivery time of Morning or Afternoon.
We will do our best to have your order processed and available to meet your preferred date and time. After receiving your order request, a branch representative will verify product availability and contact you to complete your order and confirm the actual delivery date and time.
What happens after I submit my order request?
You will see a confirmation notice with a confirmation number. You will also receive an order acknowledgment to the email address we have on your LansingNOW user account. After receiving your order request, a representative from your current branch will review the order to verify product availability and delivery method.
Can I change or cancel an order request after it has been submitted?
If you need to change your order request, please contact your Lansing Branch directly. Branch details and contact info can be found on the copy of the order acknowledgment that is emailed to you.
Return Policy
Can policies vary by location?
- Yes, the following is subject to local branch return policies and regulations. Please contact your local branch if you have questions.
How long do I have to return an item?
- Material must be returned within 30 days of purchase accompanied by a receipt.
What items are eligible to be returned?
- Only clean material accepted for credit.
- No special order material accepted for credit.
Are there limitations on returning loose pieces?
- All customers returning loose pieces must be willing to accept loose pieces.
Are returns inspected?
- Yes, we reserve the right to inspect all material returned. Please note that material may be refused, or a 15% restocking fee may be applied when appropriate.
