CR Laurence (CRL) Customer Service — Expert Guide for Contractors, Glaziers, and Specifiers

Overview and what to expect

CR Laurence (often styled CRL) is a major supplier of glazing, architectural hardware, railing, and storefront components. Since the company’s founding in the early 1960s it has grown into a multi‑regional distributor with product catalogs that exceed 30,000 SKUs across glass fittings, sealants, tools and specialty hardware. For customers that work in high‑demand trades—commercial glazing, façades and storefronts—CRL positions customer service as both a sales and technical resource: order entry, availability checks, lead‑time management and product substitution guidance are all standard functions.

When dealing with CRL customer service expect a mix of transactional (order status, billing, returns) and technical interactions (installation tolerances, finish compatibility, glass edge conditions). Most professional interactions are handled through three channels: online account portals for order history and invoices, phone support for urgent order or shipping issues, and technical support for field questions and CAD/BIM files. Availability windows and SLA targets often differ by region and account type—private accounts and large-volume contractors commonly have dedicated representatives and faster response targets.

Contact channels, hours and what to prepare

The primary entry point for accurate contact details is the company website: https://www.crlaurence.com. The site contains a branch locator, account login and the official support pages (including technical drawings and SDS sheets). CRL offers phone support and online chat on many pages; for urgent order problems or freight claims locate the “Contact Us” or “Customer Service” link and use the toll‑free number displayed for your country or the branch phone shown for your local distribution center. Business hours are regionally set—U.S. branches typically operate Monday–Friday, 7:00–5:00 local time, but verify local hours on the branch page.

To reduce hold time and speed resolution, have the following data ready when you call or open a ticket. This allows agents to pull the exact order and engineering records and reduces back‑and‑forth.

• Purchase order number and CRL order number (if available)
• SKU(s) or CRL part numbers, quantity and finish codes
• Delivery address and preferred carrier (if shipping issue)
• Photos of damaged product, packaging, or installation condition (for claims)
• Invoice number and receipt date for returns or warranty requests
• Project name, contract number and contact on site for technical escalations

Orders, pricing ranges and lead times

CRL pricing depends on dealer/distributor agreements, volume and account status. Typical street retail prices (indicative ranges) are: patch fittings $30–$250 each depending on size and finish; frameless hinges $120–$450 per pair; U‑channels and aluminum profiles $5–$25 per linear foot; specialty railings and hardware assemblies can range $400–$5,000+ per system. Bulk and contractor pricing is commonly negotiated at thresholds—discount tiers frequently increase at quantities of 50, 200 and 1,000 units for commodity items. Always request a written quote for large orders; most quotes are valid for 30 days unless stated otherwise.

Lead times vary by stock status and whether products require custom finishes or fabrication. In‑stock items from regional branches can ship same or next business day; standard lead times for manufactured or anodized products commonly range from 7–21 business days. Custom glass, thermally broken storefronts, and powder‑coated systems can run 4–12 weeks. For project planning, add a 10–15% contingency to published lead times for peak seasons (spring and early fall) and international shipments subject to customs.

Returns, warranties and freight claims

Returns and warranty policy details are product‑specific. For stock, non‑custom items CRL and its distributors typically accept returns within a 30‑day window if items are unused and in original packaging—expect a restocking fee that commonly ranges from 10%–25% for unopened stock and higher for cut or special-order items. Manufacturer warranties for metal hardware are often 1–5 years for finish and mechanical defects; seals and gaskets may have shorter warranties because of site exposure. Always ask for the exact warranty document for the SKU in question; warranty start dates normally follow invoice or installation dates.

Freight damage and short‑ship claims require immediate documentation. Capture photos of external pallet condition, internal item damage, and carton markings at delivery. Note the carrier name and the delivery tracking number on the bill of lading; file the claim within the carrier’s allowed timeframe (typically 5–15 days for visible damage, up to 90 days for concealed damage depending on carrier terms). When contacting CRL for freight support, include carrier paperwork, photos, and invoice/order numbers to accelerate reimbursement or replacement.

Escalation path and regional support model

If initial customer service contact does not resolve the issue, follow a structured escalation: 1) request to speak with the local branch manager or account specialist, 2) if unresolved, ask for a national account manager or regional customer service lead, and 3) as a last step request corporate customer relations via the corporate contact form on crlaurence.com. For commercial projects, naming your project manager or contractor purchase order and contractual milestones (e.g., substantial completion date) in your escalation helps prioritize service.

• Local branch — fastest for stock/ship issues and same‑day pick up
• Account manager — negotiated pricing, credits, and large orders
• Technical support — installation tolerances, CAD/BIM and test data
• Corporate relations — contract disputes, long lead or chronic quality concerns

Technical resources, training and on‑site support

CRL maintains extensive online technical resources: installation manuals, CAD/BIM files, product datasheets and Safety Data Sheets (SDS). Many pages provide downloadable dimensional drawings and hardware schedules for architects and specifiers. For hands‑on training CRL runs regional technical workshops and product demonstrations; larger contractors can request on‑site assistance, typically scheduled through their branch or account manager—expect nominal travel or service charges for specialized on‑site support.

When specifying or installing CRL products: reference published tolerances, glass edge conditions, and anchorage details from CRL’s tech sheets. For example, a frameless glass patch fitting installation will specify hole sizes, edge clearances and glass thickness (commonly 3/8″ (10 mm) to 1/2″ (12 mm) for many systems). Always confirm the latest tech sheets from the product page URL to ensure compliance with current finishes, fastener grades and load capacities.

How do I contact Clerq customer service?

CONTACT US. If you have any questions about the Platform or the services, material, or information available thereon, you can contact us at [email protected].

How do I contact Glassnow customer service?

512.339.7808
Choose one of the options in the dropdown below and we will get back to you as soon as possible.

Where are CR Laurence products made?

CRL Manufacturing is located in Vernon, California, just five minutes from the corporate headquarters of C.R. Laurence Company and ten minutes from downtown Los Angeles. In our 600,000 combined square foot facilities we build our automotive products under the most strict standards.

What company is CRL?

Charles River Laboratories International, Inc. (CRL) Stock Price, News, Quote & History – Yahoo Finance.

Who is CR Laurence?

CRL is the industry’s leading full-service provider of architectural metals, glass fittings, and professional-grade glazing supplies.

Who owns CR Laurence?

Oldcastle BuildingEnvelopeC. R. Laurence Co., Inc. / Parent organization