Superior Equipment and Supply puts forth great effort to ensure that all orders are shipped in a timely manner and at a reasonable cost. However, we will not guarantee the delivery date of any order. All orders placed on this site are subject to product availability and will be shipped according to our shipping policies.
Damaged/Missing/Lost items - Ground
Upon receiving your order, please inspect it for any damaged, lost, or missing items. If any part of your order is missing or damaged, please keep the items and packaging and contact us within 5 business days of receipt so we can find a solution for you. We may request pictures of the damage to help with this process.
There are rare occasions where our carriers may lose a shipment. In these situations, it’s our highest priority to find your items and we will work with the carrier to do so. Traces with ground carriers take approximately 1-3 business days to complete. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.
Due to our vast inventory, we are able to ship most orders within 2-3 business days after receiving it, with approved payment. Products listed as "special order" will be shipped at the earliest possible date. Your expected delivery date is determined by the date of shipment from our shipping centers and the shipping preference you select. While we will make every effort to provide your order by the desired date, Superior Equipment and Supply does not guarantee the timely delivery of any item. To avoid disappointment, please allow sufficient time for delivery.
The shipping amount calculated on our website is the most accurate estimate we can provide; however, the actual shipping costs may differ. If the difference is greater than 15 percent, we will call and/or email you for approval before processing your order.
Multiple items: We will ship your order when at least 60 percent of the dollar value is ready to ship. The total shipping charge will be billed on the first shipment, and all subsequent shipments will not be charged.
Free shipping: In order to provide the lowest prices possible to our customers, Superior Equipment, offers a select group of items with free shipping. This free shipping applies to regular ground shipping within the 48 contiguous United States only. Other charges will apply if you need items shipped Next Day Air or Second Day Air, if delivery is to a non-commercial address or if lift gate service is required.
Shipping partners: Most orders under 70# ship ground via UPS, unless a customer specifically requests another carrier. When one of our larger items exceeds the UPS standard weight limits, we ship via a freight carrier (see below).
Delivery options: When checking out, you will be asked to select whether your ship-to address is Residential or Commercial.
A non-commercial address is any house, apartment, or other living space, even if you operate a business from such an address. If your item(s) are shipping via freight carrier, in most cases the carrier will contact you to arrange delivery. Also, schools and churches are considered non-commercial by freight companies.
A commercial address is defined by our freight carrier as a commercial site, typically with tractor-trailer access and a loading dock.
Damaged/Missing/Lost Items - Common Carrier
Freight carrier shipment procedures:
When one of our larger items exceeds the UPS standard weight limits, we ship via freight carrier. Please carefully read the following freight shipment procedures and follow them point by point when your delivery arrives. We highly recommend printing out this checklist for use during your delivery.
- Verify the number of packages delivered with the packing slip provided by Superior Equipment,
- Unpack your order immediately and inspect for visible and/or concealed damage. It is critical to check your order while the truck driver is still present. The driver may try to rush you into signing forms so he can leave; do not let anyone rush you. Check the products as they are being delivered and note any potential damage on the delivery receipt/bill of lading. Remember: Once the driver leaves, you become responsible for reporting any damages to the freight company. Superior Equipment cannot be held liable for those damages.
- Do not sign delivery forms until you have thoroughly checked all of your items. The driver is responsible for waiting until the shipment has been thoroughly inspected and signed for.
- Refuse delivery of any items with damage.
- Should any damage be discovered, keep the shipping carton and any inner packaging intact. Verbally request inspection immediately from the driver and make a written request to the carrier. Hidden or concealed damage must be reported and an inspection must be requested within 3 business days.
- If any damage is discovered (visible or concealed), contact Superior Equipment customer service at 800-960-4300 to report the damage. Please have your order number, shipping information, and any available tracking number ready so we can quickly and accurately assist in the process.
If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:
- Note it clearly on the delivery receipt before signing
- Keep your copy of the delivery receipt
- Contact us within 1 business day
- Keep the damaged packing materials for inspection
- Take pictures of the damaged items and packaging
Though our warehouses give great attention to packaging every order for shipment, damage can occur in transit. In the case of damage we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. Signing the delivery receipt without noting any damage means that you have received your shipment in acceptable condition.
There are rare occasions where our freight carriers may lose a shipment. In these situations, it’s our highest priority to find your items and we will work with the carrier to do so. Dock checks with the carrier take approximately 3-5 business days to complete. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.
Our warehouses strive to have orders processed and ready to ship within 1-2 business days. Most products ship from various warehouses within the U.S. However, since some items will be shipped directly from the manufacturer, delivery times may vary. Common carrier deliveries typically range from 1 to 10 business days for delivery, depending on your proximity to the shipping location. Ground shipping can typically take anywhere from 1 to 7 business days. If your delivery time is over a holiday, please add an additional day for delivery. Our warehouses observe the following holidays: Christmas, New Years, Memorial Day, 4th of July, Labor Day and Thanksgiving. Shipping companies may observe additional holidays. All standard ground delivery times and common carrier shipments are estimates and are not guaranteed.
If you need your order more quickly, you may select Second Day or Next Day in your shopping cart (availability dependent on your location). These options guarantee that, as long as the items you’re ordering are in stock, the order will be prioritized in our system and arrive by the end of the following business day (Next Day), or the end of the second business day (Second Day). These options are not available for common carrier orders.
These orders must be placed before 2:00 p.m. EST to ship same day and are only available for delivery on business days (Monday through Friday). For orders shipping directly from the manufacturer, shipping cutoff times may vary. Next & Second Day orders received after 2:00 p.m. EST will be processed on the following business day.
Lift Gate Service:
When shipping via freight carrier, you will be asked at checkout to select Lift Gate Service. A lift gate is essential for all commercial and residential addresses without a loading dock and tractor-trailer access. A lift gate safely unloads items over 75 pounds from the truck down to ground level. Items shipped via freight carrier are typically bulky and heavy. If you do not select lift gate service, please be aware that the driver will NOT be able to assist in unloading your shipment and that it is solely your responsibility to promptly and safely remove your shipment from the truck.
Call Before Delivery
By requesting a "Call Before Delivery," the carrier will contact you approximately 24 hours before the estimated arrival of your order to schedule a delivery appointment using the phone number provided at checkout. Selecting this option may add an additional day to your order's transit time. A 4-hour delivery window is typical; this may vary by carrier and shipping destination.
A "Call Before Delivery" is required for residential deliveries and recommended for businesses with irregular hours (Monday through Friday, 8:00 a.m. to 5:00 p.m. "Call Before Delivery" only applies to the item(s) in your order shipping via common carrier.
If the carrier misses the delivery appointment, they will reschedule it. If you are unavailable to accept your delivery during the scheduled appointment, you will be responsible for any redelivery fees owed to the carrier. Additional fees will apply if you require a time-specific delivery in which the typical 4-hour window needs to be shortened.
If a delivery is unable to be completed because a "Call Before Delivery" was not selected during checkout, the carrier may charge a redelivery fee in order to reattempt delivery. In these situations, we will contact you via email regarding the fee and charge the card on file if necessary in order to avoid additional fees with the carrier.
Orders shipped into Canada may incur additional duties, taxes, and other fees to cross the border. These charges will be billed to you directly from the carrier and will not be reflected in our shipping costs at checkout.
Orders shipped via common carrier require a broker to facilitate the import of your items into Canada. If you did not provide your broker’s information during checkout, we will contact you to obtain this before processing your order.
We aim to ship orders to Canada in one shipment, but it is not always possible due to stock levels in our warehouses. If we cannot ship your order in one complete shipment, you will be responsible for any additional brokerage fees.
If your order is being shipped to a U.S. based freight forwarder, all of our Shipping Policies apply when it is received into their warehouse. Superior Equipment will not be held responsible for any damaged and/or missing items or material differences should the freight forwarder not follow all applicable Shipping and Returns policies, or should such issues occur in shipment from the freight forwarder’s location to the final destination.Commercial and Residential Shipping Addresses
Commercial carriers will deliver the vast majority of our products to a residential shipping address. If you operate a business out of your home, you must still select "residential" in your shopping cart because the carriers still consider your address residential.