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Shipping, Return & Cancellation Policies

 

Receiving the shipment and unloading

 

It is the customer's responsibility to be available at time of delivery to inspect the shipment for damaged or missing materials. If you have a representative other than yourself accepting the delivery please ensure that they are familiar with these procedures. Orders that include residential delivery will be called from their local shipping terminal to arrange delivery, however we cannot guarantee any particular day or time.
The customer or their representative must be present to unload the truck. Larger orders may be delivered on pallets; these should be broken down and unloaded by hand if a fork lift is not available. The delivery driver is only required to move the packages to the end of the truck. It is advised to have at least two people to assist at the time of delivery. Trucks with lift gates are available at an additional charge. However, requiring a lift gate has caused shipping delays in the past and is therefore not recommended.


Inspecting and signing for the order
We ship proper quantities in good condition. Once your order leaves our facilities it is the responsibility of the delivering carrier. When you sign for the order it becomes your responsibility. If you simply sign the bill of lading without any qualifying language or notations regarding missing or damaged items then you have waived all rights to future claims. Identifying and documenting missing and damaged merchandise is the responsibility of the receiver and must be done at the time of receipt. Please follow the instructions below carefully.
There are four different ways to sign the bill of lading:

A. Sign with no exceptions
This is recommended only when you are absolutely certain that the order is correct and undamaged. No future claims will be allowed.

B. Sign subject to concealed damage.
This is recommended only in rare cases. You should fully inspect your order whenever possible. Please use this exact language as it will preserve your right to make a damage claim for a short period of time:
PRODUCT RECEIVED SUBJECT TO CONCEALED DAMAGE
SEVEN (7) DAY NOTICE REQUIRED

C. Sign subject to identified shortages and/or damages.

You MUST describe ANY exceptions on bill of lading along with your signature. You should review the damages with the driver and get his signature on the bill of lading if possible. It is also advisable to photograph any damage, if possible. Do NOT discard the damaged boxes.
D. Refuse the order (Not recommended)
Do not refuse shipment without first receiving written permission from Superior Equipment and Supply. In most cases this will be treated as a return; restocking fees and shipping charges will apply.
E. Damaged or Missing items.
This is rare, but unfortunately does occur occasionally. If it does happen sign the bill of lading accordingly and contact Superior Equipment and Supply immediately. Generally the procedure is to accept the order subject to the damage. In most cases the damage is minor and can be easily corrected.


If there is damage the shipper may want to inspect packages, goods and all shipping containers before a claim can be made. After inspection, the carrier will provide you with all of the proper paperwork needed to file a claim. This paperwork should then be forwarded to Superior Equipment and Supply so your claim can be processed. The replacement of your lost or damaged materials will be expedited during the claim process for your convenience. Do not deduct losses from your Superior Equipment and Supply invoice while awaiting replacement material.
Superior Equipment and Supply will assist you in every way possible to collect loss or damage claims from the carrier. There is no cost to the customer to replace lost or damaged items as long as the aforementioned policies are followed. However, we are not responsible for cost of replacement materials or the freight charges for shipping of the replacement parts or materials if the policies above are not adhered to. Ultimately, this is the responsibility of the carrier and we will make every attempt to recover missing or damaged items for you.

 

Return Policy

 

We sell only the highest quality products in the industry and make every effort to assure our customers are satisfied with our products and services. On the rare occasion that a product needs to be returned it will be subject to a minimum 5% restocking fee. Since all items are paid in full at the time of shipping, customers will receive a refund less the restocking fees and shipping charges.
All items returned must have the written consent of Superior Equipment and Supply along with a return merchandise authorization (RMA) number. To obtain a RMA number we must be contacted within thirty days of delivery and all material, packaging, and documentation have to be in original condition. All returned merchandise is inspected upon return and necessary adjustments will be made to your refund amount. Custom orders, damaged material, or used product is non-returnable. Return shipping charges are the sole responsibility of the customer.

 

Order Cancellation Policy

 

Cancellations for standard orders must be made within 48 hours in writing and must include a copy of your original invoice. Any customer that wishes to terminate their obligation to purchase after the grace period is subject to a 10% charge. Orders that involve custom fabrication cannot be cancelled and the full invoice price must be paid. If an order is canceled after shipment, it will be considered a return and is subject to those policy terms.

 
   

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