Cancelling an Order
If you need to cancel an order, please contact us during our normal business hours as soon as possible, preferably by phone for the fastest response.
If the order has not shipped, we will stop the order and cancel or refund any charges we have posted for the order. You will be responsible for round-trip shipping costs on any order that has been shipped prior to cancellation that is refused at time of delivery, or is shipped in good faith but returned to us due to incorrect or incomplete shipping information.
If you need to return an item to us, please read our Return Policy for more information.
Any product that we do not stock in our warehouse is considered a “special order” item. Special order items must be paid in full prior to processing. Customers with open credit terms are required to sign an invoice marked “special order, not returnable.” Upon receiving your payment for a special order product, we will process and send the order to the factory for manufacturing (if required) and shipping.
Special order items will be shipped at the earliest possible date. While we make every effort to ensure that you receive your order at the earliest possible date, Superior Equipment does not guarantee the timely delivery of any item.
For special order items not currently on our Website, there is a minimum order of $300.00, or the manufacturer’s minimum order, whichever is higher, not including shipping and any applicable taxes or fees.
For information about returning a special order, please see our Return Policy. • Please allow up to four weeks to have your refund processed; in most cases, you will receive your refund sooner. It could take up to 7 business days for items to arrive in our warehouse, it then goes to our product inspection team (up to 5 business days,) and then your bank or credit card company could take up to 5 business days to have the payment processed. All refunds will be issued in the form of the payment method used to make your purchase. How to Cancel an Order: Cancelling an order depends on the status of the order.
If your order is still open in our system, please contact customer service to cancel.
Shipped Order: If your order has already shipped, you will have to call the returns department and initiate a return authorization through our returns department. If a shipment is refused, without a R.A, it will come back to our warehouse and you may be charged up to 50% a restocking fee and any shipping fees associated with the return.
To initiate a return request, please reach out to firstname.lastname@example.org
Orders Damaged in Shipping
While every effort is made in correctly filling and carefully packing your order, occasions will arise when a package is lost or damaged in transit. To ensure that your order is received complete and undamaged, we recommend the following order check-in procedure:
- Inspect the entire shipment for visible damage prior to accepting the shipment, and note any damage on the delivery ticket/bill of lading before the delivery person leaves. For packages left at your doorstep, inspect the exterior of the carton(s) and note any tears or large dents on the packing slip (invoice).
- Verify the number of packages delivered with the packing slip provided by Superior Equipment and Supply.
- Unpack your order immediately and inspect for hidden or concealed damage, even if you don’t plan to use the item right away.
- Should any damage be discovered, retain the shipping carton and any inner packaging, request inspection from the carrier immediately. Make a written request for inspection to the carrier as well. Hidden or concealed damage must be reported and an inspection requested within 3 days of delivery. Once you have requested an inspection from the carrier, contact Superior Equipment and Supply Customer Service toll-free at 1-800-960-4300 to inform us of the situation. Please have your order number, shipping information and tracking number ready to assist us in this process. Superior Equipment is not responsible for damaged items accepted and signed for at the time of delivery. Superior will arrange for return shipping to our distribution center for an item that was sent to you in error, received defective, or damaged in shipping (assuming the criteria for the order check-in procedure outlined above has been reasonably met.)