Shipping policy

Effective Date: September 14, 2026

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: Contiguous United States (exclusions may apply — see individual product pages for large or specialized equipment).
  • Future Expansion: We are continually working to expand our shipping destinations. Please check back regularly for updates.

3. Shipping Costs

Domestic Shipping: Free standard shipping on all orders to the contiguous United States. There are no hidden fees or additional shipping charges at checkout for standard parcel items. Large or specialized equipment that ships via LTL freight may be subject to a separate shipping quote — see Section 5.

4. Order Processing Time

  • Handling Time: Orders are processed with a handling time of 1-2 business days. Orders are fulfilled Monday through Friday (excluding holidays).
  • Order Cut-Off Time: The order cut-off time is 5:00 PM EST. 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 (Standard Parcel Items):

  • Transit Time: 3-5 business days for standard parcel shipments within the contiguous United States. Orders are shipped Monday through Friday.
  • Total Estimated Delivery Time: 4-7 business days from the date the order is placed.

Freight (LTL) Shipments: Large or heavy items that ship by freight carrier do not follow the timelines above. These items require a shipping quote before they ship. Delivery timing depends on your location, freight availability, and any special delivery requirements (forklift, loading dock, liftgate, etc.), and will be confirmed when we send your shipping quote.

Note: Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions 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
  • 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

After your order has been shipped, you will receive an email containing: Tracking Number, Carrier Name, and Tracking instructions.

You can track your package directly on the carrier's website using the tracking number provided in your shipping confirmation email, or through our Track My Order page.

If you have questions or need assistance with tracking, please contact our Customer Service team at support@primemachinerysupply.com or 380-230-3405.

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 380-230-3405. This delayed-delivery threshold applies to standard parcel shipments only — freight (LTL) shipments are confirmed against the timing provided in your shipping quote. 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. 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.

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

10. Return and Refund Policy Summary

  • Returns are accepted within 30 days of receiving your order, for both defective and non-defective products.
  • Non-defective returns must be new, unused, undamaged, and in original packaging.
  • Return shipping is the customer's responsibility for change-of-mind returns; Prime Machinery Supply covers return shipping for defective or damaged items.
  • A 25% restocking fee applies to change-of-mind returns. No restocking fee applies to defective or damaged goods.
  • Refund processing time is 7 days after we receive and inspect the returned item.

For complete details, please refer to our Return and Refund Policy.

11. Incorrect Address

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

Prime Machinery Supply

Email: support@primemachinerysupply.com

Phone: 380-230-3405

Address: 6472 Crab Apple Drive, Canal Winchester, OH 43110, United States

Hours: Monday to Friday, 9 AM to 5 PM EST