Policies & FAQs
Our Commitment to You
We believe in clear communication, fair policies, and making it easy to do business with us. Below you’ll find answers to common questions about orders, shipping, cancellations, and how we protect your information.
If you ever need help, our Customer Experience Team is here for you.
Orders & Availability
What happens if an item is out of stock?
If an item is temporarily unavailable, we will place it on backorder. We’ll ship it as soon as inventory becomes available and keep you informed along the way.
How long will my backorder stay active?
Backorders remain active until fulfilled. If timelines extend beyond expectations or we’re unable to provide a reliable estimated arrival, we’ll reach out to review your options.
Can I cancel or change a backorder?
Yes. You can modify or cancel a backorder at any time by contacting our Customer Experience Team.
Can inventory be reserved for me?
In certain cases, inventory can be reserved to support upcoming needs. These arrangements are managed through your sales representative and are reviewed periodically to ensure availability for all customers.
Shipping & Delivery
What is a liftgate fee?
A liftgate is used to safely unload shipments at locations without a dock or forklift. This includes many residential or limited-access delivery locations.
When does the liftgate fee apply?
If your delivery location requires ground-level unloading, a $75 liftgate fee will be added to your order. This will always be communicated during order confirmation.
Can the liftgate fee be waived?
Liftgate fees are standard for applicable deliveries and cannot be waived.
How will I know if my shipment requires a liftgate?
Our team will confirm delivery requirements with you during order processing to ensure there are no surprises at delivery.
Changes & Cancellations
Can I cancel a prebook order?
Yes. Prebook orders can be canceled; however, a 25% cancellation fee applies based on the total order value.
Can I modify a prebook order?
Order modifications are allowed during the order entry window. Once that window closes, changes are no longer able to be made.
How do I request a cancellation or change?
Please email [email protected] and our team will assist you promptly.
Website Use, Privacy & Security
What information do you collect?
We collect information you provide—such as contact details, order information, and account data—to process orders and improve your experience.
How is my information used?
Your information helps us: Process and fulfill orders, communicate with you, and improve our products and services
Do you sell my personal information?
No. We do not sell your personal information.
Who do you share my information with?
We only share information with trusted partners (such as payment processors and shipping carriers) as needed to operate our business.
How is my data protected?
We use standard administrative, technical, and physical safeguards to protect your information.
What are your website terms of use?
By using our website, you agree to our Terms & Conditions, including proper use of content, product information, and compliance with applicable laws.
Need Help?
Our Customer Experience Team is here to support you.
📞 1-800-428-0515
📧 [email protected]
🕒 Monday – Friday, 8:00 AM – 5:00 PM EST
Quick Highlights
• Backorders can be canceled anytime
• We keep you informed with order updates
• Liftgate fees are clearly communicated upfront
• We do not sell your personal information