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
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.
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.
Yes. You can modify or cancel a backorder at any time by contacting our Customer Experience Team.
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
A liftgate is used to safely unload shipments at locations without a dock or forklift. This includes many residential or limited-access delivery locations.
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.
Liftgate fees are standard for applicable deliveries and cannot be waived.
Our team will confirm delivery requirements with you during order processing to ensure there are no surprises at delivery.
Changes & Cancellations
Yes. Prebook orders can be canceled; however, a 25% cancellation fee applies based on the total order value.
Order modifications are allowed during the order entry window. Once that window closes, changes are no longer able to be made.
Please email [email protected] and our team will assist you promptly.
Website Use, Privacy & Security
We collect information you provide, such as contact details, order information, and account data, to process orders and improve your experience.
Your information helps us process and fulfill orders, communicate with you, and improve our products and services.
No. We do not sell your personal information.
We only share information with trusted partners, such as payment processors and shipping carriers, as needed to operate our business.
We use standard administrative, technical, and physical safeguards to protect your information.
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.
🕔 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