Shipping Policy

1. Introduction

At Prime Machinery Supply ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, primemachinerysupply.com.

2. Shipping Destinations

Countries We Ship To:
United States

Future Expansion:
We are continually working to expand our shipping destinations. Please check back regularly for updates.

3. Shipping Costs

Domestic Shipping: United States
Standard Shipping: Free shipping on all orders

4. Order Processing Time

Handling Time (days):
Orders are processed with a handling time of 1 to 2 days. Orders are fulfilled Mon - Fri (excluding holidays).

Order Cut-Off Time:
The order cut off time is 5:00 PM (GMT-05:00) Eastern Standard Time. Orders placed before this time will begin processing the same day.

Weekend and Holiday Orders:
Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Time

Domestic Shipping:
Transit Time (days): The transit time is 3 to 5 days for all destinations. Orders are shipped Mon - Fri.

Total Delivery Time: The estimated total delivery time based on customer locations is 4-7 business days for all destinations.

Notes:
Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.

6. Shipping Methods and Carriers

Reliable Carriers:
We partner with reputable carriers to ensure your package arrives safely.

Domestic Carriers: USPS, UPS, FedEx

LTL Freight Carriers: FedEx Freight, Old Dominion, XPO Logistics, Estes Express, etc.

Shipment Tracking:
All orders include tracking information, which will be provided via email once your order has shipped.

Insurance:
Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

7. Order Tracking

Tracking Information:
After your order has been shipped, you will receive an email containing:

• Tracking Number

• Carrier Name

• Link to Track Your Package

How to Track Your Order:
Visit primemachinerysupply.com/track-order or the carrier's website.

• Enter your tracking number to view the status and estimated delivery date.

Assistance:
If you have questions or need assistance with tracking, please contact our Customer Service.

8. Delivery Issues

8.1 Delayed or Lost Packages

Delayed Delivery:
If your package is delayed beyond the estimated total delivery time of 4-7 business days, please contact us at support@primemachinerysupply.com or [Customer Service Phone Number].

Lost Packages:
If your tracking information indicates that your package was delivered but you have not received it:

• Verify the shipping address provided.

• Check with neighbors or building management.

• Contact us for further assistance.

8.2 Damaged Packages

Reporting Damage:
If your package arrives damaged:

• Take photos of the damaged packaging and items.

• Contact us within 30 days at support@primemachinerysupply.com.

Damaged items are eligible for a full refund or replacement, with return shipping covered by us.

Resolution:
We will work with you to arrange a replacement or refund as appropriate.

9. Missing Items

Reporting Missing Items:
If any items are missing from your order:

• Contact us within 30 days of receiving your package.

• Provide your order number and details of the missing item(s).

Resolution:
We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

10. Return and Refund Policy

Returns:
Returns are accepted within a 30 days window of receiving your order. We accept returns for both defective and non-defective products.

Conditions for Returns:

For Non-Defective Returns: The product condition must be New only. Items must be unused, undamaged, and in their original packaging.

For Defective Returns: Items are accepted regardless of condition.

Certain items (e.g., personalized or perishable goods) may not be eligible for return.

Return Method & Fees:
The return method is By mail.

For the return label, you will need to Download and print it. Providing and paying for the return label is the Customer responsibility.

There is a 25% restocking fee for change-of-mind returns. There is No cost (0%) restocking fee for defective or damaged goods.

Refunds:
The refund processing time is 7 days after receiving the returned item.

Refunds will be issued to the original payment method.

For More Information:
Please refer to our Return and Refund Policy for detailed information.

11. Incorrect Address

Address Accuracy:
Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.

Returned Packages:
If a package is returned to us due to an incorrect address:

• We will contact you to arrange reshipment.

• Additional shipping charges may apply.

12. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

Customer Service Email: support@primemachinerysupply.com
Customer Service Phone: [Your Customer Service Phone Number]

Company Address:
Prime Machinery Supply
[Street Address]
[City, State/Province, ZIP/Postal Code]
[Country]

Our customer service team is available Monday to Friday, 9 AM to 5 PM EST.