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Online Shopping Support - Frequently Asked Questions

  Need help with order fulfillment, returns or refunds? Here are some answers to our frequently asked questions.


What are the hours for customer service?

Customer Service: 8am – 6pm EST (weekdays).

Where do I go if I have additional questions not answered below?

Contact our customer service department at 1.877.BY.LEGRAND (opt 1) (1.877.295.3472 opt 1) or email us at legrand.cs@legrand.us.


How do I cancel or modify an order placed on the Legrand website?

While we are unable to make changes to your order, we may be able to cancel your order. Please contact our customer services department at 1.877.BY.LEGRAND (opt 1) or email us. If we are not able to cancel your order, we can provide you return instructions.

How can I check my order status?

For Guest orders, all updates have been sent to the provided email address. For Account checkouts, please log in and check the 'Order History' tab in your account.

What happens if I receive a backorder notice?

If items are backordered they are back in stock and ship within 30 days or less. Items will ship as they become available.

What are the order processing deadlines?

For same-day shipping, please select priority overnight or 2nd day by 1:30pm EST Monday-Friday. We do not ship on weekends. All other orders will be processed the following business day.

What shipping carrier do you use?

We use FedEx as our carrier. You can choose either standard, 2 day or next day service during the checkout process.

How quickly will my order arrive?

2 Day and Next Day orders placed by 1:30pm EST (Monday-Friday) will ship the same day. All other orders will be shipped the next business day. Orders will arrive based on shipping speed selected during checkout.​​​​​​​

Do you accept international orders?

We currently only accept orders in the United States.

Do you ship to P.O. boxes?

We do not ship to P.O. boxes.

Do you ship on holidays?

Orders are not shipped on holidays, as we are closed for business. If an order is received on a holiday listed below, it will be shipped the next business day.

New Year's Day

Good Friday

Memorial Day

Fourth of July

Labor Day


Day after Thanksgiving

Christmas Eve

Christmas Day

New Year's Eve



What forms of payment do you accept?

We accept Discover, MasterCard, Visa and American Express for payment.

Do you offer price matching?

No, we do not offer price matching.

How will the charges for my orders appear on my credit card statement?

The charges will appear on your credit card statement from Pass & Seymour Inc. For any additional questions please contact our customer service department at 1.877.BY.LEGRAND (opt 1) or email us.

Does my order qualify for tax exemption?

Unfortunately, we cannot waive taxes on our orders.



What is the return policy?

An order can be returned for any reason, opened or unopened, within 60 days of purchase. Once we receive your item, a refund will be credited to your purchasing credit card. To return an item, use the pre-printed label provided with your order shipment and follow the instructions provided in the box or find them here.

I lost my pre-printed return label, how can I get a new one?

Call our customer team at 1.877.BY.LEGRAND (opt 1) or email us. We will email you a new printed label and instructions to return your order.

I received the wrong item or my items arrived damage, what do I do?

You can send the items back to us using the pre-printed label provided with your order and your credit card will be issued a refund. You can then place a new order with the correct items. We cannot exchange items. You can also call our customer service team at 1.877.BY.LEGRAND (opt 1) or email us.

What shipping speed is used to return my package?

FedEx Ground is used to return packages.