Customer Support FAQs

Find answers to some common questions.

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Click HERE to view our Technical FAQs page addressing all things related to products, installation, and maintenance.

Customer Service

How do I order your flooring?

You can place an order by either faxing it to 888-566-7325 or e-mailing our Orders Department. We also provide the option to submit an order using our online purchase order form.

Can we place an order over the phone?

Unfortunately, we do not accept orders over the phone. To ensure your order is completed accurately, all orders must be submitted in writing. While this may cause some minor inconveniences, it is for our customers’ overall benefit.

Do you have any minimum order requirements?

There is a minimum order of 3 linear feet (0.9 linear meters) for our flooring.

How long does it take to process and ship an order?

All orders are processed and shipped out within two (2) business days, unless your PO requests a later delivery date.

Please note that any discrepancies or missing information from your PO could delay shipping.

Do you accept credit card payments and how are they handled?

We do accept credit card payments. Credit card information is provided using our authorization form, and for your security, we do not keep your credit card information on file.

How can I request a sample?

The easiest way is to use our sample cart, selecting the products as you browse our site. Requests may also be submitted to us through our Contact Us page, or your Sales Representative.

How can I get pricing?

All pricing comes direct from your Sales Representative.

Is there a cutting charge?

All cutting fees are factored into the flooring’s cut price.

Do you have distributors?

We are the sole distributor of Lonseal branded flooring outside of Japan, where our flooring is manufactured. We do have some customers who are retailers that purchase from us for sales to the general public in select markets. Please contact us if you require additional information.

Where are your products stocked?

All products are stocked in Carson, CA.

What are your warehouse hours?

Will call pick-up hours are from 8:00 am to 3:30 pm.

Freight company pick-up hours are from 2:00 pm to 4:30 pm.

What is your material return policy?

“Lonseal will not accept products for return past 90 days of purchase (invoice date), and does not accept any returns for products that are non-stock, large quantities (≥ 600 sq. yds.), custom manufactured, or discontinued.

Products eligible for return are limited to full, unopened rolls still in the original factory packaging, undamaged, and in resalable condition.

Sundries (i.e. adhesives, tapes, tools, welding thread, etc.) cannot be returned for credit.

All returns are subject to inspection after delivery to Lonseal. At Lonseal’s discretion, any returned products deemed not suitable for resale will be rejected and no credit will be issued. In the event that material is rejected, the customer has the option to reclaim the products or instruct Lonseal to discard them. Products will be held for 30 days from the date the customer is notified of the rejection, after which Lonseal will dispose of the products without recourse or liability.

A 25% restocking fee applies and all freight or transportation costs must be prepaid by the customer.

A return order consisting of a single roll exceeding 150 lbs. or two (2) or more rolls must be palletized and sufficiently shrink-wrapped to secure the roll(s) to the pallet. Do not place any straps in direct contact with the roll(s) or factory packaging. Lonseal recommends taking photos of the return order prior to carrier pick-up, in the event the shipment is damaged during delivery.”

Further, no product returns will be accepted without a Return Authorization Number (RA #).

Please contact us with any questions about returns or to start the return process.


What is a QMS?

QMS stands for Quality Management System. A QMS provides a company using one with guidance and objectives to ensure and improve customer satisfaction and product or service performance.

What is the difference between ISO 9001, AS9100, and AS9120?

ISO 9001 is an international standard that provides the base framework for establishing a QMS.

AS9100 expands on and adds to ISO 9001, and was specifically developed for aerospace companies. AS9100 specifically deals with production of products for use in the aerospace markets.

AS9120, like AS9100, expands on and adds to ISO 9001, but is used for stockist distributors working within the aerospace markets. This standard is ideal for companies like ours, where no production takes place.

When you have an AS9100 or AS9120 certificate, it means you also meet the ISO 9001 requirements.

If you only provide flooring, why do you have an AS9120 certificate?

You may or may not know that one of our largest markets is the aircraft industry. In order to provide our aircraft customers with the best possible customer service, we developed our QMS to meet AS9120 requirements. We also ensured the facility where our flooring is produced meets AS9100 requirements.

Even if we were not involved in the aviation industry, we would still have a QMS under ISO 9001, as customer satisfaction is our top priority and critical to our continuing success.

Where can I get a copy of your AS9120 certificate?

A copy of our most current certificate can always be found at the IAQG OASIS website.

A copy may also be downloaded directly HERE, and more information on our QMS is available on our Quality Assurance page.


How can I find my Sales Representative?

Please contact us by one one of the methods shown on the Contact Us page. When contacting us please let us know the scope of your project so that we can put you in contact with the appropriate representative.

What do the terms BC and MS mean?

BC stands for Building and Commercial. This division of Lonseal handles all permanent building construction projects in the U.S. Additionally, this division handles all fixture and display fabricators.

MS stands for Manufacturing and Specialty. This division of Lonseal handles all domestic U.S. projects that are not permanent building construction projects. This division covers a wide range of markets from aircraft, marine and vehicle installations to exhibit and entertainment projects.

Our International Division covers both BC and MS projects for all non-domestic customers and projects.

Do you sell direct to the general public?

Unfortunately, we only sell to commercial accounts and industry related companies.

Can you provide custom sheet vinyl flooring?

We certainly can and have had custom flooring made for customers in the past. Please contact your Sales Representative with your request and share as much detail about the flooring you want, whether it is a simple recolor of an existing product or something unique.

Please note that there will be minimum order requirements for any custom flooring.