Update on COVID-19 Response
July 8, 2020
COVID-19 Update: Lorex is committed to protecting the health and safety of our employees, customers, and our local community.
A message to our valued customers:
As the COVID-19 pandemic continues to spread across the world and affects the lives of millions of people, our primary commitment remains the same: to protect the health and safety of our employees, customers, and our local community.
When the COVID-19 lockdown unfolded, we quickly shifted our efforts and resources to help our employees work from home efficiently and effectively. Today, except for our distribution centers, the majority of our employees are continuing to work from home.
Though our offices remain closed, we want to assure you that we are fully functional and operational
- For product-related inquiries, please call or chat with our Sales at 1-888-425-6739, Monday to Sunday, from 8:00 am to 8:00 pm EST.
- For issues regarding your product, please call or chat with Technical Support at 1-888-425-6739, Monday to Saturday, from 11:00 am to 10:00 pm EST.
- For inquiries about your orders, returns or exchanges, please call or chat with our Customer Support at 1-888-425-6739, Monday to Saturday, from 8:00 am to 8:00 pm EST.
Due to increased volume and the impact of COVID-19, you may experience delays in delivery or processing your returns, and we apologize if it takes longer than usual for your orders to arrive. We are doing our best to add additional resources to minimize the delay, and your patience is greatly appreciated.
As our distribution centers remain open, we are taking safety precautions to protect our employees and the products that are being shipped. We practice physical distancing and adhere to local laws regarding the wearing of facemasks in enclosed environments. We have also secured a generous amount of personal protective equipment (PPE) for our employees.
At Lorex, we strive to live by our promise to deliver easy-to-install security solutions so you can continue to protect your loved ones as you spend more time at home during these trying times.
We're all in this together.
April 16, 2020
A Message from our CEO - Staying Connected
As we continue to closely monitor the COVID-19 pandemic, we are all adapting to the daily changes to ensure the safety and wellbeing of our family members, friends, employees, customers and business partners.
We are in this together. Each day the effects of this situation are evolving and we wanted to provide an update as to the steps Lorex has taken during this unprecedented time.
Safety is our main priority and we continue to operate under the direction of government and public health officials. Our key business operation functions remain open, but we have transitioned all of our office staff to practice telework and continue daily business practices remotely.
Our trusted technical support agents and customer service team are working hard to meet your needs, but longer call wait times may occur. We are therefore adjusting our support hours to 8am-7pm PST (11am-10pm EST) to ensure that we are able provide quality services to our end users.
In addition, due to factors out of our control, we are preparing for delays in production, distribution and shipping. We appreciate your patience and understanding in this time.
We are learning that in this time of separation, it has never been more important to work together and stay connected. Lorex wants to help and we are committed to providing security solutions that provide peace of mind during these difficult times.
We thank you for your continued business with Lorex. With all of our combined efforts - we will overcome this together.
Chief Executive Officer
April 1, 2020
To our valued customers and business partners,
In the recent weeks, we have seen immense effects resulting from COVID-19 and as we navigate through our new recent reality of isolation and quarantine, I wanted to personally communicate that we, at Lorex, are here to help during this unprecedented time.
With the pandemic unfolding, we are learning the extent of impact this will have on the businesses and services we rely on, the health of our communities and the global economy, which will change the way we live our daily lives for months to come.
As we see and experience people on the front lines helping others from doctors, first-responders to grocery store clerks and neighbors - we are learning that although in this time of separation, it has never been more important to work together and stay connected.
Our Lorex team is committed to providing safe, secure, private and affordable security products and services to help in this time. Our office staff have transitioned to work remotely and our operations and logistics are continuing. However, due to factors out of our control, we have been preparing for potential interruptions in daily processes and possibly delays in production, distribution and shipping.
Our team is dedicated and working as quickly as we can to meet the needs of our customers including providing technical support and customer service but longer call wait times may result.
We want to thank you for your continued business and support. We commit to stand by you through these difficult times.
Chief Executive Officer
Published on 2020-4-1
Last Modified 2020-7-9