Dear Valued Customer,

In my last letter, I discussed some of our learnings from the comments we’ve received from our Net Promoter Score (NPS) initiative. One issue which has become very clear is your expectations related to freight charges.

The message we’ve received is three-fold: Our customers expect (1) Freight charges will be stated up front at the time of check out, (2) Freight Charges should be a reasonable percentage of merchandise cost and (3) Backorders should ship Freight Paid, i.e., the customer only pays freight on the first shipment on a single order.

We’re pleased to announce we will address all three concerns in the coming months.

Effective, September 3, 2019, CRL will prepay freight on all backorders for stock products shipped from US Service Centers via UPS Ground parcel service with a destination within the 48 contiguous states. We aim to minimize the number of shipments you receive in any event, but understand backorders are inevitable. In those cases where you need a partial shipment, we will honor your request and ship the balance of the order from another CRL warehouse or when it becomes available at no additional charge.

This policy does not apply to (1) orders shipped via UPS Air or any other expedited parcel service, (2) orders for custom manufactured product, (3) orders shipped via Common Carrier/LTL, or (4) orders shipped to Alaska, Hawaii or any US possessions outside the continental United States.

In addition, we are developing a shopping cart calculator that will determine UPS shipping charges prior to placing your online order. We expect this feature to be available by November 2019.

We hope these changes will make doing business with CRL easier and lead to increased satisfaction with the service you receive. As always, I appreciate your feedback on any areas where we can improve your CRL experience.


Lloyd W. Talbert
C.R. Laurence Co., Inc.