Frequently Asked Questions (FAQs)
Ordering & Account Support
How do I track my current order?
After shipment, we send a confirmation email that includes a carrier tracking link. You can also sign in to your account at https://jlmatthews.com/account/login and view tracking details in the "Orders" section.
How do I view my past orders?
Sign in to your customer account at https://jlmatthews.com/account/login and open the "Orders" or "Order History" area to see previous orders, status, and invoices.
Do you provide wholesale or bulk pricing for utility crews?
Yes. For bulk orders or multi-crew outfitting, email your part list and quantities to sales@jlmatthews.com so we can provide a volume-based quotation.
How do I submit a tax-exempt certificate?
Create an account with your business details, then email your tax-exempt certificate and account information to info@jlmatthews.com. We will verify and assign tax-exempt status to eligible future purchases.
Can I modify or cancel an order after submission?
Order changes are only possible before the order enters the shipping process. Contact customer service immediately at sales@jlmatthews.com or 1-800-421-3360 with your order number; we will confirm if modification or cancellation is still possible.
Do you offer net-30 terms for utilities and contractors?
We do not offer terms for online orders. If you would like to request terms, please call 1-800-421-3360 or email sales@jlmatthews.com to discuss options.
Which payment methods do you accept?
We accept major credit and debit cards, Visa, MasterCard, American Express, Discover, as well as Apple Pay and Shop Pay. Customers with approved credit may also purchase using terms; apply at our Credit Application page at https://jlmatthews.com/pages/credit-application.
Brand Compatibility & Availability
Which lineman tool brands do you supply?
We stock more than 120 brands and over 4,000 products for linemen, arborists, and ironworkers, including Hastings, Klein Tools, Bashlin, Speed Systems, Madi, Lowell, Huskie Tools, Plastic Techniques, Lewis Manufacturing, and National Safety Apparel (NSA). Browse our full Lineman Tools collection at https://jlmatthews.com/collections/lineman-tools.
Are your tool boards and buckets compatible with Milwaukee Packout or Shockwave?
Most boards and buckets are designed for standard utility bucket hooks and pockets, not the Packout rail system. Check each product description in our Bucket Truck collection at https://jlmatthews.com/collections/bucket-truck or Bags, Buckets and Storage at https://jlmatthews.com/collections/bags, or email info@jlmatthews.com with your Packout configuration and the product link so we can verify fit.
Do you stock the full Buckingham Heritage product range?
We stock multiple Buckingham-compatible belts, climbers, pads, and accessories in our Climbing Gear and Lineman Climbing Gear & Tools collections. If a specific Heritage item is not listed, email the exact model number to info@jlmatthews.com and we will confirm whether we can source it.
Why is a brand not appearing in search?
If a brand does not appear in the site search, it may be out of stock, not published online, or not currently supplied. Email the brand name and part or catalog number to info@jlmatthews.com so we can check availability or recommend an alternative.
Shipping, Returns & Logistics
What is the standard shipping time for in-stock items?
In-stock products normally ship within 1-2 business days from our Fort Worth, TX location. Carrier transit time varies by destination. If an item is not currently in stock, you should receive an email with the lead time or a replacement option.
What are your holiday shipping cut-off dates?
We publish holiday order-by dates on jlmatthews.com and our social channels before major holidays.
Do you offer expedited shipping?
We do not offer expedited shipping for online orders. If you require expedited shipping, such as Next Day Air, please call 1-800-421-3360 or email sales@jlmatthews.com. Orders that require expedited shipping must be placed before 11:00am CT.
Do you ship internationally?
We only ship to the United States, minor islands, and Canada.
What is your return policy for climbing gear and safety harnesses?
For safety and compliance reasons, climbing belts, harnesses, hooks, and other life-support items are generally non-returnable once used or removed from original packaging, except in the case of manufacturing defects. If you have sizing or selection questions, email info@jlmatthews.com before using the product.
Can I collect my order in person?
Yes. Our retail store and warehouse in Fort Worth, Texas support in-person pickup. To place an order for pickup, please call 1-800-421-3360 or email sales@jlmatthews.com.
How do I submit a warranty claim for a Klein tool?
Retain your proof of purchase. If you suspect a defect, email info@jlmatthews.com with your order information, product details, and photos of the issue; we will guide you through the manufacturer's warranty procedure and coordinate with Klein, or the relevant supplier.
Lineman & Utility Product FAQs
Which bucket hooks fit my bucket truck?
Most hooks are designed for common bucket lip dimensions rather than a specific truck brand and will have the size listed. Provide your bucket measurements and truck make/model to info@jlmatthews.com, and include links to any bucket accessories you are considering so we can recommend a compatible option.
What is the load capacity of your tool boards?
Load capacity is specific to each design and manufacturer. Refer to the product page in our Bucket Truck or Bags, Buckets and Storage collections for published ratings, or email info@jlmatthews.com with the product link and expected load so we can verify suitability.
Do you sell hot-stick attachments individually?
Yes. We offer complete hot sticks and separate attachments such as clamps, hooks, and operating heads in our Hot Sticks collection at https://jlmatthews.com/collections/hot-sticks. If you need a specific brand and part number, email the details to info@jlmatthews.com.
How does the Madi Hammer differ from a standard lineman hammer?
Madi Hammers are designed for utility work and often combine multiple functions such as integrated wrench profiles, spike or drove ends, and high-visibility handles, versus single-purpose standard hammers. Madi hammers also come with a built-in staple remover, instead of having to switch to a second tool. View our current selection at https://jlmatthews.com/collections/madi or email info@jlmatthews.com for a recommendation.
Which nut-runner sizes are most common for transmission work?
Nut-runner sizes are determined by local utility and hardware standards. Many transmission crews carry a range of sizes; for a precise recommendation, email info@jlmatthews.com with your utility, hardware specifications, or existing wrench sizes.
Are your canvas buckets and aprons suitable for high-voltage use?
Standard canvas and vinyl storage products are not insulating devices and must not be used as electrical protection. For energized work, only use equipment explicitly rated and marked to the applicable electrical and ASTM standards, as indicated on the product or in the manufacturer documentation.
Help Me Find It
Do you stock underground tools such as armor rods or hand tamps?
We carry various tools and hardware used in underground work in our Tools collection at https://jlmatthews.com/collections/tools and related collections. Availability depends on manufacturer and specification; email your required standard, description, or part number to info@jlmatthews.com and we will verify stock or sourcing options.
How do I locate "cheaters" or "slackies" in your online catalog?
These items may appear under formal names such as "extension handle" or "helper bar." Search the Tools collection at https://jlmatthews.com/collections/tools by wrench brand and "handle" or "extension," or email info@jlmatthews.com with the intended use so we can point you to the correct category.
Can you special-order manufacturer part numbers that are not on the site?
In many cases, yes. Provide the manufacturer name, full part number, and quantity to sales@jlmatthews.com, and we will confirm price, lead time, and feasibility.
What is an Impulse Phaser, and do you supply it?
An impulse phasing tool is a high-voltage phase-identification instrument used to verify phase relationships before making connections. Email the manufacturer and model to info@jlmatthews.com and we can confirm whether it is stocked or available by special order.
Apparel & Sizing
How do your lineman boots fit compared with standard work boots?
Lineman boots generally have a stiffer shank and higher heel, which can make them feel more supportive and close-fitting than standard work boots. Many users select their normal size, but we recommend checking brand-specific fit guidance in the product description and wearing typical work socks when trying them.
Do you provide sizing charts for FR clothing?
Yes. Where available, product pages in our Clothing and National Safety Apparel collections include manufacturer sizing charts with chest, waist, and inseam measurements. If you are between sizes or uncertain, email your measurements and the item link to info@jlmatthews.com.
What is the arc rating (ATPV) of your gloves?
Arc ratings are specific to each glove model and class. Refer to the individual product description for ATPV or arc rating data in our Clothing or glove-related collections, and always select a glove that meets or exceeds your company's PPE requirements.
Are your hard-hat sunshades compatible with full-brim helmets?
Compatibility depends on the design of the sunshade. Product descriptions specify which hard-hat styles, cap-style or full-brim, the shade is designed to fit; confirm compatibility with your hard-hat model before use, or email the hard-hat model and sunshade link to info@jlmatthews.com.
Do you offer Z87 safety eyewear?
Yes. Several safety eyewear models in our Clothing and PPE categories include Z87 lenses. Check the lens specification on the product page or filter by lens type to confirm polarization.
Technical & Safety Standards
Are your climbing belts and harnesses certified to ANSI and ASTM standards?
We source professional climbing equipment from manufacturers that design and test to relevant ANSI, ASTM, and OSHA requirements. Certification markings and standard references are shown on product labels and documentation; verify these before each use.
How often should I inspect climbing hooks and slings?
Follow the manufacturer's instructions and your company's safety program. As a baseline, perform a visual and functional inspection before each use and schedule periodic detailed inspections by a competent person; remove any item showing cuts, deformation, corrosion, or failed inspection criteria.
Do you offer dielectric testing for hot sticks?
We supply hot sticks that are manufactured and tested to applicable standards at the time of sale. For in-service periodic dielectric testing, email your inventory list to info@jlmatthews.com and we can help connect you with qualified test facilities or coordinate testing through our vendor network.
Retail Store, Tool Repair & Training
Where is your retail store located and how long have you been in business?
Our retail store is at 620 West Felix Street in Fort Worth, Texas, and has served Fort Worth and the surrounding area since 1946. The business is now operated by the third and fourth generations of the Matthews family, and we have been in our current location for over 50 years.
What can I expect when I visit the store in person?
You will be greeted by a friendly, knowledgeable team that can help you select products for your specific work and standards. With more than 120 brands and 4,000 products available, most needs can be met directly from stock, and we can order items that are not on the shelf for shipment or Will Call pickup.
Can you order products that are not in stock at the store?
Yes. If an item you need is not on our shelves, we can order it from our suppliers and either ship it directly to your location or have it ready for you at Will Call. Email your list to sales@jlmatthews.com for assistance.
Do you provide on-site tool repair services?
Yes. Our store offers on-site tool repair for many tools and brands through our Tool Repair Center at https://jlmatthews.com/pages/tool-repair. For supported manufacturers and turnaround times, review the Tool Repair page or request a quote at https://jlmatthews.com/pages/tool-repair-quote.
Do you offer in-house training at your facility?
Yes. We provide in-house training for our customers and can also host training sessions at our facility. See our Training page at https://jlmatthews.com/pages/j-l-matthews-training or call 1-800-421-3360 to discuss topics, schedules, and available dates.
Can you help arrange manufacturer-led training?
Yes. If you would like training delivered by one of our manufacturers, contact us at info@jlmatthews.com or by phone at 1-800-421-3360. We can coordinate with the manufacturer to schedule and host training that matches your equipment and standards.