Shipping rates: Our shipping rates are calculated real time from UPS. We reserve the right to select a more efficient or expedient alternative, if possible. If you require a specific shipper, please contact us to arrange for it. Any differences in shipping cost will be accounted for when the order is processed.
If, for some reason, your shipping cost seems unreasonable, please feel free to contact us to confirm that the shipping cost shown in your shopping cart is accurate.
Standard Shipping: If you order is made before 1pm EST, chances are good that your product will be shipped that same day, if it is in stock. We can not and do not guarantee that your order will be shipped the same day that it is received. Thanks in advance for understanding and your cooperation.
Commercial shipping rates: All website orders are set to calculate residential delivery rates. If your destination has a loading dock or fork lift that can be used to remove the pallet from your delivery truck immediately upon the truck’s arrival, you may qualify for commercial shipping rates.
Next day or second day air: If you need expedited shipping, you must select one of these options when you are processing your order in our shipping cart. Please be sure to make your order before 1pm EST to create the best chances that it will ship out that same day. We do not guarantee that orders received after 1pm EST, will be shipped out the same day.
(Expedited shipping cannot be guaranteed for Chemlink – please call or email for availability of Chemlink expediting.)
Back Orders: Most in-stock products will ship within one to three business days. Out-of-stock items will be shipped after we are able to restock them. We will email you if the item will be back-ordered for more than a two week period.
Weekend Orders: Website orders that are made on Saturdays, Sundays and national holidays will not ship before the next Monday or official business day.
International Shipping: Website shipping rates are for orders within the continental United States. Please contact us for international and specialty rates.
Freight Deliveries: Common Carriers do not guarantee shipping delivery dates. Freight deliveries are often curbside unless your delivery destination has a loading dock or fork lift. Drivers do not have to carry products into the home or business.
Damaged Goods: DO NOT sign the bill of lading, or any other document, until you have thoroughly inspected your packages, especially porcelain toilets, sinks and lavatories. If damage has incurred, even a hairline fracture, reject the damaged item and contact us immediately so that we can resend you a replacement. You waive your right to collect a refund on your order, if you sign for, and accept goods that were damaged during delivery.
Shipping waterborne products during winter: Since many of our waterborne products may freeze in transit from the warehouse to its destination during the winter months, we may elect not to ship your order immediately, if you selected GROUND shipping. Since GROUND shipping does not have a guaranteed delivery date and/or time, we will select the best sequence of day for shipping your waterborne product to avoid the possibility of it freezing.
If you ordered a waterborne product and selected GROUND shipping but don’t want to wait for ideal shipping conditions before we ship, you may: simply cancel your order or you may opt to upgrade your shipping selection from ground to a more expeditious means of shipping for the cost to upgrade. Please call or email us with your shipping instructions. We will let you know the cost to ship it. If part, or all, of the order arrives frozen despite the shorter transit time, you must bare the cost to replace the frozen product.
Pricing Policy: Errors may occur in website pricing. We reserve the right to correct these errors even after a product has been shipped.
Cancellation Policy: If you cancel your order by 5pm the day that you make it, you will not be charged a 3% credit card transaction fee. If, however, you cancel your order after 5pm the day that you made your order, you will be charged the 3% transaction. To be sure that you have effectively cancelled your order by 5pm the same day, please call to confirm your cancellation, if you simply emailed your cancellation.
Credit card transaction fees: If you wish to avoid this 3% percent fee, you may pay by Check, Money Order or by using Veem, our certified wire transfer service. Your order will not be shipped until your payment has been deposited to our company’s checking account.
Packaging material and recycled shipping products: We do not purchase Styrofoam packing materials, but we do reuse them when we receive them. We package our products with rapidly renewable, bio-degradable and reused materials. You may also receive your products in slightly used boxes as well.
We do not collect sales from customers in all states. For states imposing sales or use taxes, your purchase is subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. Details of how to pay your use tax and how to file these returns may be found at the websites of your respective taxing authorities.
State of Washington Sales and Use Tax:
Sales or use tax is due on certain purchases delivered or sourced to Washington. Washington requires you to file a use tax return when sales tax is not paid at the time of purchase. This message is required under the Revised Code of Washington 82.13.020(2)(a)(i).
Returns: All returned items must be received within 30 days from receipt of the products to be eligible for a refund. Merchandise must be returned in resalable condition. Please contact us before returning your item to get return instructions, including the correct return address – this may be different than the address from which your order was shipped. We have several warehouses and your return must be shipped to right one.
You must arrange for, and pay for the shipping cost to return your item. Returns received damaged and/or not in resalable condition will not be refunded.
Replacements: We will be happy to ship replacement items: if the product that you received is defective; if the product has been damaged during shipping; or if the product is the wrong item. We need evidence that the product you received is damaged or wrong, so please do not discard the product and do not discard any of the packaging it arrived in. Under most conditions a simple digital photo of the product will serve as ample evidence that your product warrants refund or replacement. If your product warrants replacement and we are unable to replace it, we will issue a refund.
Refunds: If you wish to return a product for refund, we have a 25% restocking fee, thus we can refund 75% of the material cost (shipping not refundable). Please note that all flooring materials, structural materials, renewable energy systems and any products with customization are non-refundable unless damaged or defective.
Refunds: If you wish to return a product for refund, we will apply a 25% restocking fee to your refund – the refund will be 75% of your item cost not including original shipping cost. Also, the cost of shipping for you to return your unwanted item is not refunded – it is your cost and responsibility to return your unwanted item to the correct warehouse in a resalable condition. Please note that all flooring materials, structural materials, renewable energy systems and any products with customization are non-refundable unless damaged or defective.
Exceptions: Any refunds involving exceptions to the above terms must be agreed in writing (letter or email) via our accounting department – our clerks cannot authorize exceptions to the above terms without written authorization from the accounting department.
We do not sell, rent, loan, share, or otherwise use your personal information with any third parties except to ship and deliver your product.
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