Questions
Questions, answered plainly.
If yours is not here, email help@livwellhardware.com — every message answered within one business day.
Before you order
- The anchor page lists four different numbers. Which one is right?
- All of them. The same M10 sleeve anchor holds 1,240 lb in structural concrete and 290 lb in aerated block, and there is no honest way to reduce that to one figure — a single number would have to be either the best case or the worst. Find the row for the material you are actually fixing into. If your substrate is not in the table, it was not tested, and the nearest row is not an estimate of it.
- Is the published figure the breaking load?
- No. Every figure on this site is a working load — the tested mean already divided by four, or by five on the timber fasteners. The factor used is printed under each table. It is not a margin for you to spend, and multiplying it back up because you have seen a larger number elsewhere compares two different quantities: most suppliers publish an ultimate load, which is the figure at which the sample failed.
- What exactly am I getting, and how many?
- Every product page lists the grade, finish, thread form, exact dimensions in millimetres, and — for boxed goods — the real count and the boxed weight. The unit is stated next to the price, so a box of fifty is priced as a box of fifty and never as a piece. The box label carries the count and the batch, so you can reorder the same part in three years and get the same part.
- Do these come in other sizes and finishes?
- Not yet. The catalog is deliberately short — a working range rather than a wall of options — and every item in it has been tested rather than listed. If there is a size or a finish you keep reaching for and cannot find here, tell us; that is genuinely how the next one gets picked.
- Are there reviews?
- Not yet, and we would rather say so than invent them. This is a new shop. When there are real reviews from real customers they will appear here, attributed. In the meantime the product pages carry the full specification and the load tables, which are more useful than a star rating anyway.
Payment
- What will appear on my card statement?
- LIVWELL. If you do not recognise a charge, please email or call us before disputing it with your bank — we can identify an order from the amount and the last four digits of the card in a few minutes, which is far faster than a dispute.
- What currency am I charged in?
- All prices are shown and charged in US Dollars (USD). If your card is issued outside the United States your bank may add its own conversion fee, which we do not see and do not receive.
- Is my card safe on this site?
- The card fields at checkout are hosted by our PCI-DSS Level 1 certified payment provider and displayed inside the page, so what you type goes directly to them and never touches our servers. We receive a token, the last four digits, the brand and the issuing country — that is all the card information that exists on our side. The payment security page explains it in full.
- Why was I asked to verify the payment with my bank?
- That is 3-D Secure, an additional check run by your bank rather than by us. It is more likely on higher-value orders and on a card being used at a new shop. Complete the step in the window that opens — closing it leaves the order unpaid.
- Is there a subscription or a recurring charge?
- No. There is no subscription, no membership, no auto-renewal and no recurring charge of any kind on this site. Every order is a single purchase, charged once.
Shipping
- What does shipping cost and how long does it take?
- Standard shipping is a flat $9.00, free over $85, delivering in 3–6 business days from dispatch. Express is a flat $24.00 and delivers in 2 business days. We pack once a day on business days.
- Where do you ship?
- Within the United States only, including Alaska and Hawaii. We do not ship to PO boxes, because the carriers we use for heavier cartons will not deliver to them, and we do not ship internationally at this time.
- How is it packed?
- Fixings ship in their own labelled boxes inside the carton rather than loose, because the count and the batch live on that label and a bag of loose screws is unidentifiable a year later. Edge tools ship with an edge guard on each. Cartridges ship upright with the nozzle capped. The result is a bigger carton than the contents strictly need — that is deliberate, and it is cheaper than a replacement for both of us. Packing materials are paper-based and recyclable.
- My tracking has not updated.
- If there has been no movement for three business days, email us with your order number and we will open a trace with the carrier. If a parcel is confirmed lost we replace or refund the order at our cost — we do not ask you to claim against the carrier yourself.
After it arrives
- Something arrived damaged, or the count was short.
- Send a photograph within 14 days of delivery with your order number — or, for a short count, just tell us the number you counted. Keep the packaging until we reply. We replace the item or refund it in full including shipping, and you choose which. You will not be asked to send a damaged item back.
- Can I return something I simply do not want?
- Yes, within 30 days of delivery, for any reason or none, as long as it is unused and in its original packaging. Email us and we will send a prepaid label. There is no restocking fee and nothing to arrange yourself. An opened adhesive or sealant cartridge, a part-used box of fixings, and a honed or reground edge tool cannot be resold and so cannot be returned.
- My item looks different from the one shown.
- That is expected and it is described on each product page — galvanised coatings are visibly uneven, stainless arrives mill-finish rather than polished, and unplated steel develops a grey patina almost immediately. All of that is the finish behaving correctly. If an item differs from its stated specification in a way the page did not prepare you for, that is a defect and we will treat it as one.
- How long does a refund take?
- We process it within 5 business days of a return reaching us, or 2 business days of agreeing a damage claim. Card networks then take a further 3 to 10 days to post it to your statement, which is outside our control and varies by issuer. Refunds always go back to the card that paid.