Disclaimer: The return policy information below is merely a copy of the text as stated in Appleton Group LLC Terms of Sale.
File: http://documents.mrosupply.com/file_uploads/Appleton%20Grp%20LLC%20Terms%20Conditions%20and%20SolaHD%20Sales%20Policies.pdf
12. RETURN GOODS POLICY: All returns are subject to inspection and final credit approval. Seller will, at its discretion, refuse all returns without proof of purchase. Returns of Goods are classified as either Defective Product or Distributor Stock Rotation. All returns must be processed through an authorized Seller distributor. These policies apply to sales of Goods in North America. For all sales outside North America, please contact your local sales representative or Seller for repair/return instructions and policies. Return Material Authorization ("RMA") numbers are only released to authorized Seller distributors after the receipt of supporting information and documentation.
(a) Freight for Stock Rotation Products: Returns shall be prepaid to Seller, accompanied by the issued RMA form. Seller will ship repaired or replaced warranty Goods, via common carrier ground transportation freight prepaid and allowed, to Buyer's customer. Goods carried in the most recent edition of Seller's catalog of Goods (unless otherwise communicated by Seller) may be returned (freight prepaid) for credit upon receipt of a written return product date code and proof of purchase dated within the past 12 months. The stock return is only allowed when another purchase order of twice the amount or greater in dollar value to the return is placed at the same time. All stock returns are subject to a 25% restocking fee. Goods must be returned unopened and in resalable condition.
(b) Stock Rotation Policy: Seller's returned goods program allows a Buyer who is a distributor the flexibility required to carry a complete inventory of Seller's Goods with a minimum risk of inventory obsolescence. Seller will accept items of its manufacture for material credit from the distributor's stock subject to the following conditions:
(i) What Goods are eligible for Stock Rotation: All Goods in resalable condition in unopened, undamaged original packaging may be returned for stock rotation. All Buyer order errors must be returned as part of the stock rotation unless approved in writing by Seller.
UPS Goods may be returned as a stock rotation within six months of purchase. UPS products over 3KVA must be field repaired; no returns will be accepted.
All other standing catalog Goods purchased within one year.
Obsolete, modified, non-stock, or custom Goods are non-cancelable and not allowed for return without 100% penalty fees.
(ii) Authorization to return Goods must be initiated by the local sales representatives or through the RMA online system. (Goods cannot be returned by Buyer until RMA authorization notification and factory issued RMA forms are received.)
(iii) Annual authorizations will be considered for amounts up to 3% of stock purchases made during the prior 12-month period. Timing of Stock Rotation must be negotiated with the applicable sales representative.
(iv) All returned Goods must be currently cataloged items, new, in resalable condition, and in original, unopened cartons.
(v) Goods purchased more than 12 months prior to the RMA request will not be allowed.
(vi) Goods not allowed on RMA include the following: special Goods not in the catalog, discontinued Goods, other customized Goods, catalog Goods modified to customer specifications, other Goods deemed non-returnable by Seller. Other Goods not allowed on RMA include Goods shipped directly to Buyer's custommer, or Goods being returned directly from the customer's stock.
(vii) Credit for all eligible returned Goods will be issued at the purchased price less cash discount, restocking and refurbishing charge where required. A minimum restocking, handling expense charge of 10% or $50.00, whichever is higher, will apply to any return regardless of size, plus all shipping expenses incurred by Seller. Credit will be issued within 60 days of receipt unless other arrangements are made with Seller.
(viii) All returns that are part of a job quotation must have the invoice price or proof of purchase noted. If an invoice for the Goods is not provided, credit will be issued at the lowest price paid for such Goods within a two-year period or negotiated for all others. Credit will be issued in the form of Goods credit only.
(ix) Credit will be issued only on the quantities actually received by Seller. No unauthorized Goods will be accepted.
(x) Authorized stock returns must be shipped freight prepaid to the destination stipulated on the RMA and must be accompanied by the issued RMA form.
(xi) Goods shipped in error by Seller, or which is to be returned because of manufacturing defects, must be processed on a separate RMA and may be returned to the destination stated on the RMA freight collect, lowest-cost way with no restocking charge, and accompanied by the issued RMA form. Requests for RMAs due to shipping error must be submitted within one week of incident.
(xii) All returns are subject to inspection and final credit approval.
(xiii) Goods must be returned within 60 days of RMA issuance or the RMA will be void.
(xiv) Goods returned which do not meet this RMA policy may be returned at Buyer's expense or scrapped with no credit.
ABOUT US
- Who is MROSupply.com?
ORDERING
- I just placed an order. What happens next?
- Can I place an order by phone?
- How do I make changes to my order?
- How do I order an item that says, "Call for Pricing"?
- Can I place an international order?
SHIPPING & DELIVERY
- Where do orders ship from?
- When do I receive my order?
- What happens when the lead time is too high?
- Can I pick up items locally / will call?
- Can it be shipped today?
- Can I use my own shipping account?
- Does “Usually ships in 24 hours” mean it’s in stock?
- Can we ship outside the US / Export?
- Why am I being charged for shipping?
PAYMENT, PRICING & TAXES
- When I do get charged for my order?
- What are the accepted payment methods?
- Do you provide credit terms?
- Is the order price set or can it change?
- Can I get a discounted price?
- Is there a special price for resellers/government?
- How do I get a reduction in sales tax?
RETURNS & REFUNDS
- What is the return/warranty policy?
NEED MORE HELP
- Get in touch for more help
ABOUT US
Who is MROSupply.com?
MROsupply.com is the e-commerce extension of Mechanical Drives and Belting, established in 1898 in Los Angeles (yes, 1898, not 1998). Currently, we have nearly 700,000 parts online and are adding more every day, however we have over 4,000,000 products that still need to be added. If you don't find what you're looking for, send us an email or fire up our live chat feature and we will be sure to help. Learn more on our About Us.
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ORDERING
I just placed an order. What happens next?
Our order process is simple and straightforward. Once your order has been placed online, an order confirmation page will immediately appear on the screen and display your order number.
You will also receive the following e-mails:
- Order Acknowledgement, sent immediately to confirm we have received your order
- Order Confirmation, sent within 24 to 48 hours of order to confirm shipping origin and ship date
- Tracking, with a linkable tracking number for your order, if available
Can I place an order by phone?
We encourage customers to explore our website and place their orders online. It’s quick, easy and convenient. For those who need a little extra help, we are happy to guide you through the online ordering process. Please call us at 888-671-2883 for assistance. Our customer service team is available Monday – Friday from 6:00AM to 4:00PMPST.
How do I make changes to my order?
We begin processing orders as soon as we receive them, so we may not be able to make changes. But, you are welcome to use the MyAccount page to send us a cancellation request. We’ll do our best to fulfill your request.
How do I order an item that asks me to “Call for Pricing”?
Call us at 888-671-2883 and we will email you a quote. The quote will contain a link that will allow you complete the checkout process online.
Can I place an international order?
Yes, please email us if your order is over $2000 USD. International order requests are reviewed on a case-by-case basis because they are more complex than a typical order. Please forward international inquiries to international@mrosupply.com.
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SHIPPING & DELIVERY
Where do orders ship from?
Orders will either originate from our local warehouse or be drop-shipped directly from the manufacturer depending on product availability. Our supplier network maintains several warehouses nationwide and most ship the same day or within 24 hours.
When will I receive my order?
In-stock usually ship within 24 hours after an order is placed. If your item cannot be shipped within a 2-week timeframe, we will let you know via email. Simply click on the button contained within the email to cancel or approve your order. If we do not hear back within 48 hours, the order will be cancelled.
What happens when the lead time is too long?
If an order has an unexpected lead time that exceeds two weeks, we will notify you via email requesting guidance on how to proceed. Simply click on the button contained within the email to cancel or approve your order. We will need your approval within 48 hours to keep the order active. To manage lead time, we suggest using expedited shipping.
Can I pick up items locally / will call?
Yes, if a Will Call/Local Pickup option is listed during the checkout process. We have numerous warehouses located across the United States and a select number accept Will Call orders.
Can it be shipped today?
Yes, most of the time. We ship out of 100+ warehouses throughout the United States, in multiple states across several time zones. By the time an order is placed, a few warehouses may already be closed for the day. If you would like to place a “rush order” items you need right away, call us at 888-671-2883. We may be able to ship inventory out from a different warehouse to help meet delivery deadlines.
Can I use my own shipping account?
Sure! Simply provide your FedEx/UPS account number during the check-out process.
Does “Usually ships in 24 hours” mean it’s in stock?
If an item is in stock, it will usually ship within 24 hours after an order is placed. If you are trying to meet a specific deadline, please call us at 888-671-2883 so we can check stock before your order is placed.
Do you ship outside the US / Export?
Yes, we may be able to assist you if the export amount exceeds $2000 USD and you only need a Commercial Invoice and Packing Slip. Please contact our International Sales team at international@mrosupply for further assistance.
Why am I being charged for shipping?
We offer free shipping on most of our products for orders subtotaling at least $20. Items that qualify for free shipping will have the free shipping icon prominently displayed on its product detail page.
If you believe you have been billed in error, please contact Customer Service at 888-671-2883.
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PAYMENT, PRICING & TAXES
When I do get charged for my order?
Orders are charged within 24 hours after an order is place regardless of ship date.
What are the accepted payment methods?
We accept all major U.S. credit cards (Visa, Mastercard, Discover, American Express) and PayPal secure payments. International credit cards may be used via Paypal.
Do you provide credit terms?
Registered users can apply for credit using the following Credit Terms Application. To access it, you must register an account first. After registration, visit the ‘About Us’ page for ‘Credit Terms’ instructions.
Is the order price set or can it change?
In very rare instances, prices may be subject to change after an order is placed. You will be notified via email about the inaccurate price and any new charges are put on hold pending your approval. We will also attempt to contact you by phone if you do not respond to our emails. The new charge amount will need to be approved within 48 hours to keep the order active.
Can I get a discounted price?
We offer our lowest prices online and do not offer additional discounts based on reseller or government status. However, we will consider additional discounts for orders exceeding $2000 USD.
Is there a special price for resellers/government?
No, we offer our lowest prices online unless there is a larger order quantity, in which case, please see question "Can I get a discounted price?".
How do I get a reduction in sales tax?
If you live in or ship to the State of California, we are required to collect sales tax on your order. If you are a reseller, you may qualify for a resale exemption (which removes the requirement to pay sales tax) if you have a valid seller’s permit and can provide a California resale certificate. A general resale certificate for the State of California is provided here: http://www.cdtfa.ca.gov/formspubs/cdtfa230.pdf. Upload the completed resale certificate during checkout and the sales tax reduction will be applied automatically.
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RETURNS & REFUNDS
Contact us within 30 days of purchase to start the return process and obtain a Return Goods Authorization (RGA) number. We will accept returns for items provided the product is:
- Returned in its original, unused condition;
- Accompanied by a valid RGA number; and
- Sent to the correct shipping address provided.
Refunds will be issued back to the original payment method used and may take several credit card cycles to appear. Click here to start the returns process from the MyAccount page.
Returns for MROSupply.com Products
Returns for MROSupply.com products must be made within 30 days of purchase. (If your purchase is over 30 days, mention it in your request as, in some cases, we might be able to still process your return). For more see our Returns/Warranty Policy and our Request Form.
Defective product returns
If you received a defective product and would like to file a warranty claim with the manufacturer, please refer to the following Returns/Warranty Policy and Request Form to initiate the claim from the MyAccount page.
Because MROSupply.com represents such a large range and quantity of products, it is currently not possible for us to publish each item's manufacturer's warranty. Be assured your satisfaction is our number one priority and we will do everything possible to assist you with a warranty claim. For more see our Returns/Warranty Policy and our Request Form.
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NEED MORE HELP
Get in touch for more help
For any other questions you might have:
- Call us at (888)-671-2883
- Use our Live Chat located on the Checkout Menu
- Email us
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