Frequently Asked Questions
If you can’t find what you’re looking for, please contact us directly and we’ll do our best to answer your questions.
I just placed an order. What happens next?Read More
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?Read More
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?Read More
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”?Read More
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?Read More
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 email@example.com.
Conditions of the products - Do we sell used or refurbished.Read More
We sell new as well as refurbished items. If the item is used / refurbished, we notify the customers before order is placed. We also have our own repair service for motors, pumps and gearboxes. If you’d like to get yours fixed, please contact us.
Is there any discount available for a reseller?Read More
We offer discounts to everyone on eligible orders. Usually we try to give a bit more to resellers.
SHIPPING & DELIVERY
Where do orders ship from?Read More
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?Read More
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?Read More
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.
Do we ship internationally?Read More
Yes we do ship internationally but the international shipments are not eligible for Free Shipping.
Where do we have warehouses?Read More
We have warehouses that we are shipping from across the United States.
Can I pick up items locally / will call?Read More
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?Read More
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?Read More
Sure! Simply provide your FedEx/UPS account number during the check-out process.
Does “Usually ships in 24 hours” mean it’s in stock?Read More
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?Read More
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?Read More
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.
Do we have a plant in Mexico?Read More
We do not have a plant in Mexico, however some of the manufacturers we work with might have. If you need to learn the Country of Origin of an item, please request it on your RFQ.
What is "Free Ground Shipping courtesy of MRO"?Read More
MRO Supply tries to ensure the safe delivery of every package in a timely manner. If you choose our Free Ground Shipping, we reserve the right to use whatever carrier we think is best suitable for fulfilment of the order. For this reason we might choose different carriers depending on the various circumstances connected to an order.
We ship about 80% of the packages bellow 70lbs via FedEx Ground, but we also use sometimes UPS Ground, R&L Carriers or other local partners. We ship about 80% of the packages above 70lbs via FedEx Freight, but we also use sometimes UPS Freight, R&L Carriers or other local partners. If you don't choose our free ground shipping, you can pay for shipping using your own carrier account or use any prepaid & add option displayed on our website.
PAYMENT, PRICING & TAXES
When will I be charged for my order?Read More
Orders are charged within 24 hours after an order is place regardless of ship date.
What are the accepted payment methods?Read More
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?Read More
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?Read More
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? I am a reseller / government entity.Read More
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.
How do I get a reduction in sales tax?Read More
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.
Refunds and Returns
What is the return/warranty policy?Read More
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. Read our Return/Warranty Policy here.
Defective product returnsRead More
If you received a defective product and would like to file a warranty claim with the manufacturer, please initiate the claim from the MyAccount page. Click here to learn how..
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