Shipping policy
1. Introduction
At Prime Source Industrial, 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.
Fulfillment Notice: Orders are fulfilled and shipped from our fulfillment center. Our registered business address is 7447 Marrisey Loop, Galena, OH 43021, United States. You can reach our Customer Service team by email at support@primesourceindustrial.com or by phone at +1 844 401-9252. Business hours are Monday to Friday, 9:00 AM to 5:00 PM EST.
2. Shipping Destinations
● Countries We Ship To:
○ United States
● Future Expansion:
○ We are continually working to expand our shipping destinations. Please check back regularly for updates.
3. Shipping Costs
● Domestic Shipping: United States
○ Standard Shipping: We offer free insured shipping on all orders within the United States.
4. Order Processing Time
● Handling Time (days):
○ Orders are processed with a handling time of 1 to 2 days. Orders are fulfilled Mon - Fri (excluding holidays).
● Order Cut-Off Time:
○ The order cut off time is 5:00 PM (GMT-05:00) Eastern Standard Time. Orders placed before this time will begin processing the same 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 (days): The transit time is 3 to 5 days for all destinations. Orders are shipped Mon - Fri.
○ Total Delivery Time: The estimated total delivery time based on customer locations is 4-7 business days for all destinations.
● Notes:
○ Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.
6. Shipping Methods and Carriers
● Reliable Carriers:
○ We partner with reputable carriers to ensure your package arrives safely.
○ Domestic Carriers: USPS, UPS, FedEx
○ LTL Freight Carriers: FedEx Freight, Old Dominion, XPO Logistics, Estes Express, etc.
● Shipment Tracking:
○ All orders include tracking information, which will be provided via email once your order has shipped.
● Insurance:
○ Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.
7. Order Tracking
● Tracking Information:
○ After your order has been shipped, you will receive an email containing:
■ Tracking Number
■ Carrier Name
■ Link to Track Your Package
● How to Track Your Order:
○ Visit https://primesourceindustrial.com/apps/track123 or the carrier's website.
○ Enter your tracking number to view the status and estimated delivery date.
● Assistance:
○ If you have questions or need assistance with tracking, please contact our Customer Service.
8. Delivery Issues
8.1 Delayed or Lost Packages
● Delayed Delivery:
○ If your package is delayed beyond the estimated total delivery time of 4-7 business days, please contact us at support@primesourceindustrial.com or call +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
● Reporting Damage:
○ If your package arrives damaged:
■ Take photos of the damaged packaging and items.
■ Contact us within 30 days at support@primesourceindustrial.com.
■ Damaged items are eligible for a full refund or replacement, with return shipping covered by us.
● Resolution:
○ We will work with you to arrange a replacement or refund as appropriate.
9. Missing Items
● Reporting Missing Items:
○ If any items are missing from your order:
■ Contact us within 30 days of receiving your package.
■ Provide your order number and details of the missing item(s).
● Resolution:
○ We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.
10. Return and Refund Policy
● Returns:
○ Returns are accepted within a 30 days window of receiving your order. We accept returns for both defective and non-defective products.
● Conditions for Returns:
○ For Non-Defective Returns: The product condition must be New only. Items must be unused, undamaged, and in their original packaging.
○ For Defective Returns: Items are accepted regardless of condition.
○ Certain items (e.g., custom-configured or special-order equipment) may not be eligible for return, and any such items are clearly identified on the product page.