Shipping & Returns
Due to COVID-19, some mail services and shipment facilities are experiencing delays with tracking scan updates and delivery times, which may add additional time onto our delivery timeframe estimates. We apologize for the potential inconvenience and appreciate your understanding.
PLEASE READ OUR SHIPPING AND RETURNS POLICIES AND PROCESSES BELOW:
At DSLSupply.com, we provide fast and free shipping options on most items to the contiguous United States on most products. For orders that ship freight, there is typically an extra charge for residential shipping (noted in each listing), while it is free to ship some items to a freight terminal or to a commercial business address. Please note residential freight shipping is a curbside service.
Lead time and transit time: Please see individual product pages for lead/processing time (how long before you can expect an item to ship out). FedEx/UPS ground packages usually arrive around 3-5 days after the shipping date, but delays are always possible. All figures are estimates, and DSLSupply.com cannot control shipping delays associated with any delivery service.
Freight deliveries can vary depending on the origination of the shipment and distance to the destination. Delays are always possible and all processing and delivery figures are estimates.
Any refused or undeliverable shipments are subject to all shipping costs and a restocking fee* starting at 15% and up to 35%.
Shipping Damage: All merchandise delivered via freight must be inspected for damage before you accept the item from the freight carrier. If there is damage to the unit, you should refuse the delivery. Items shipped ground should also be opened and inspected immediately upon arrival. It is very difficult to file "concealed damage" claims with shipping companies and freight carriers. Damaged goods should be refused, and any damage to packaging should be noted on the driver's copy of the Bill of Lading for any freight shipments. If customer does not notate damage when signing - we are not able to file a claim or provide a return/refund.
Address corrections or changes: There are always fees associated with updating an address after an order has been processed. We will do our best to work those requests individually and let you know the additional cost promptly. As stated above, if a shipment is refused or non-deliverable, restock and shipping charges will apply.
Missing and incomplete shipments: If your order arrives with missing parts or accessories, please email email@example.com. We will notify the manufacturer to supply any missing parts. Please do not purchase parts locally and ask for reimbursement unless the manufacturer provides approval.
Cancellations: Orders can be cancelled until they ship. Both ways of shipping would be charged to recall a package that has shipped. Please keep in mind that if a tracking is not uploaded yet, it does not mean the product has not been shipped. Please check with us as soon as possible to cancel an order. Cancellations must be made over the phone during normal business hours to ensure it gets pulled before shipping. They cannot be made through our answering service.
Due to the nature of the item, returns are not allowed for Water Heaters, Water Heater Accessories, HVAC, Pressure Washers, Generators, Gas Power Equipment or any products that ship via freight. If there are any issues or defects with these units, they must be repaired locally under warranty, and the below paragraph does not apply.
If an item arrives damaged we will pay for all shipping costs and provide an exchange or refund. If the item arrives and is not working, reasonable troubleshooting steps will need to be taken with the manufacturer to determine if the item is defective. If the item is determined to be defective the manufacturer will provide a resolution. If there are no problems with the item, the buyer is responsible for original shipping costs and a restocking fee* starting at 15%. This includes our shipping cost to send the item originally. If the item arrives to the customer damaged, we will pay shipping costs both ways to have it repaired. Refunds will be sent directly to the credit card used to place the order.
Returns cannot be accepted after 30 days. All requests would need to be directed to the manufacturer.
When you buy from us, you will be protected with a manufacturer's warranty. As an authorized dealer of every product we sell, you can rest assured that your purchase will be covered. For details about the warranties provided by each manufacturer, please view the product listing of the particular model that interests you.
*Restocking fees: Whenever a restocking fee is applicable we must reference that particular manufacturer's requirement. Please check with us if you have any questions about what the restocking fee would be on a specific product.