Shipping policy

Effective Date: September 8, 2026

1. Introduction

At Prime Source Industrial ("we," "us," or "our"), operated by THE-AR-GROUP DISTRIBUTION LLC, we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, primesourceindustrial.com.

2. Shipping Destinations

  • Countries We Ship To: Contiguous United States.
  • We do not ship internationally at this time.

3. Shipping Costs

Domestic Shipping: Free standard shipping on all orders. There are no hidden fees or additional shipping charges at checkout.

4. Order Processing Time

  • Handling Time: Orders are processed with a handling time of 1-2 business days. Orders are fulfilled Monday through Friday (excluding holidays).
  • Order Cut-Off Time: The order cut-off time is 5:00 PM EST. Orders placed after this time will begin processing the next business day.
  • Weekend and Holiday Orders: Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Time

Domestic Shipping:

  • Transit Time: 4-8 business days for all destinations.
  • Total Estimated Delivery Time: 5-10 business days from the date the order is placed.

Note: Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions or carrier issues. Large equipment ships via LTL freight and may require a scheduled delivery appointment.

6. Shipping Methods and Carriers

  • LTL Freight Carriers: FedEx Freight, Old Dominion, XPO Logistics, and Estes Express.
  • Shipment Tracking: Once your order has shipped, we will send you an email with your tracking number and a link to track your package online. You can also visit our Track Your Orders page.
  • Insurance: Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

7. Order Tracking

After your order has been shipped, you will receive an email containing: Tracking Number, Carrier Name, and Tracking instructions.

If you have questions or need assistance with tracking, please contact our Customer Service team at support@primesourceindustrial.com or +1 844-401-9252. Our support team is available Monday to Friday, 9 AM to 5 PM EST, and we usually respond within 24 hours.

8. Delivery Issues

8.1 Delayed or Lost Packages. Delayed Delivery: If your package is delayed beyond the estimated total delivery time, please contact us at support@primesourceindustrial.com or +1 844-401-9252. Lost Packages: If your tracking information indicates that your package was delivered but you have not received it: verify the shipping address provided; check with neighbors or building management; contact us for further assistance.

8.2 Damaged Packages. Please inspect the packaging of your item(s) when they arrive. If the product is visibly damaged, do not accept delivery. If you notice damage to the box, note it when signing for delivery. If you're unable to open the package during delivery but suspect damage, write "suspect damage" on the delivery receipt. If your item arrives damaged, send photos to support@primesourceindustrial.com and we will process a replacement or refund within 7 days after inspection.

9. Missing Items

If any items are missing from your order: contact us with your order number and details of the missing item(s). We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

10. Return and Refund Policy Summary

  • Returns are accepted within 30 days of receiving your order, for both defective and non-defective products.
  • Non-defective returns must be new, unused, undamaged, and in original packaging with tags attached.
  • Return shipping is paid by the customer for change-of-mind returns; Prime Source Industrial covers return shipping for defective, damaged, or incorrect items.
  • A 25% restocking fee applies to change-of-mind returns. No restocking fee applies to defective or damaged goods.
  • Refund processing time is 7 days after we receive and inspect the returned item.

For complete details, please refer to our Return and Refund Policy.

11. Incorrect Address

Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer. If a package is returned to us due to an incorrect address: we will contact you to arrange reshipment; additional shipping charges may apply.

12. Contact Information

THE-AR-GROUP DISTRIBUTION LLC (dba Prime Source Industrial)

Email: support@primesourceindustrial.com

Phone: +1 844-401-9252

Address: 6545 Market Avenue North, Suite 100, North Canton, OH 44721, United States

Hours: Monday to Friday, 9 AM to 5 PM EST