Talk to a person
Every message reaches the team that picks and packs the orders. We answer in the order
messages arrive and we do not use an automated first-response queue. If your question is
about an order already placed, quoting the order number in the subject line gets you a
faster and more useful answer.
How to reach us
- Email — support@ilzelindustries.store
- Order enquiries — orders@ilzelindustries.store
- Post — Ilzel Industries LLC, 18331 Pines Blvd, Hollywood, FL 33029, United States
- Hours — Monday to Friday, 8:00am – 5:00pm Eastern
What to expect, and when
| Enquiry | Typical response |
|---|---|
| Question before ordering | Same business day |
| Status of a dispatched order | Same business day |
| Return or exchange request | 1 business day |
| Warranty claim | 1–2 business days, once photographs are received |
| Freight delivery scheduling | We call you within 1 business day of dispatch |
Before you write about an order
Two things make a reply immediately useful and save a round trip:
- The order number from your confirmation email.
- For anything damaged or wrong, a photograph of the item and one of the outer carton
including the shipping label.
Billing descriptor
Card statements for purchases made here show ILZEL INDUSTRIES. If a
charge appears that you do not recognise, write to us before contacting your bank — we
can identify the order and resolve it the same day, and that is almost always faster than a
dispute.
Trade and bulk enquiries
We supply workshops, maintenance departments, property managers and schools. If you need
quantities beyond the quantities shown on a product page, or a consolidated delivery, write
to orders@ilzelindustries.store with the list and the delivery postcode
and we will come back with pricing and a lead time.
Questions we can answer quickly
Some things are faster to look up than to ask about, and some are faster to ask. These are
the ones where writing to us genuinely is the quickest route:
- Whether an item will be back in stock, and roughly when.
- Whether two products will fit together — a tray into a specific drawer, for example.
- Exact weights and packed dimensions, if you need them for a freight booking.
- Whether we can supply a quantity larger than the page allows.
- Anything about an order already placed.
Returns and warranty correspondence
Return and warranty requests go to the same address. Please do not send anything back
before you have a returns reference — an unlabelled parcel in goods-in can take a week
to match to an order, and that week comes out of your refund time, not ours.
Complaints
If we have got something wrong, say so plainly and we will deal with it. Complaints go to
the same inbox and are read by the people responsible, not by a filter. We aim to give a
substantive answer within two business days, and where we cannot resolve something that fast
we will tell you what we are doing and when we will next be in touch.
Data requests
To request a copy of the personal data we hold about you, or to ask us to correct or erase
it, write to the same address with “Data request” in the subject line. We respond
within thirty days. The full detail of what we hold and why is on the Privacy Policy page.
What we will never ask you for
We will never ask for your full card number, your card security code, or your online
banking credentials — not by email, not by telephone, not ever. If anyone contacts you
claiming to be us and asks for those, it is not us. Forward it to us and we will report it.