Generally, orders placed with us will leave the manufacturers’ warehouses within the following number of days. Please refer to the Shipping information on each product’s page for more specific shipping time frame estimates. During peak seasons, shipping times could be longer than the estimates stated on individual product pages.
During peak buying seasons, orders may take up to twice as long to ship. Also, please note that many manufacturers take the entire week from Christmas through New Years Day off, so the shipping of any orders placed during that time period may be delayed by a week.
Occasionally, due to unforeseen circumstances, an order may take longer to ship. If an order looks like it is going to take an excessively long time to ship or if an item suddenly goes out of stock, we will be sure to contact you. Although your item may ship out immediately, it may take longer than that to receive your tracking number. Tracking numbers will be sent to you via email as soon as that information becomes available to us.
Generally, all orders ship via LTL freight. This means they will arrive in a semi. You have the option of purchasing lift gate assistance for these items. If you do not purchase lift gate assistance, you are solely responsible for removing your item from the truck. We cannot ship to P.O. boxes. We reserve the right to use any carrier. Orders typically take 2-5 business days from date of shipping to arrive, depending on the carrier, the shipping destination and the location of the warehouse. During peak holiday seasons, such as Christmas, they can take a few days longer. Therefore, we cannot guarantee any specific delivery date or time frame for receipt of an order.
We currently only ship to the lower 48 US states.
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
1. You decided to cancel your order
If the order hasn’t been shipped out yet, we can cancel the order and issue you a refund in the amount of the original order less a $75 Cancellation Fee & the credit card processing fees we incurred on the original order (approximately 2.9%). If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below. We do not mark an order as “shipped” until we have received a tracking number. Even though you may not have received a tracking number yet, it does not mean the order hasn’t already shipped. Therefore, it is imperative that you let us know that you want to cancel an order immediately.
2. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed
If the item isn’t working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)
3. You received an item that appears to have been damaged during shipping
If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you’ve determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired. Before contacting us, please test the item’s functionality.
If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
4. You’ve received the product but you’ve decided you want to return it
If you receive an item and decide to return it, you can do so if and only if ALL THREE of the following requirements are met unless not required by the manufacturer’s policies (listed, below):
a) The item must be unopened, unused, and still in the original packaging.
b) You must contact us to notify us that you’d like to return the item within 5 calendar days of receiving the item. Although some manufacturers offer a Money Back/Satisfaction Guarantee, some do not, and in all cases, this website adheres to the individual manufacturer policies on returns (see individual manufacturer policies, below).
c) You MUST contact us and the manufacturer to get an RMA Number and return instructions PRIOR to returning the item.
If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. Additional charges may also apply for return shipping to you. If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone or via Email):
1) You can receive the amount you originally paid as a store credit for the returned item, less our actual cost for shipping and handling, the credit card fees charged to us for the original order and any manufacturer imposed restocking fees, OR
2) You can get a refund to the card you used for purchase for the amount you originally paid, less the credit card fees charged to us for the original order, any manufacturer imposed restocking fees(usually between 30%-40%) and our actual cost for shipping and handling. PLEASE NOTE: The restocking fee is calculated from the normal sale price and not from any additional discount coupons that may have been used.
In either case, you are responsible for return shipping charges to return the product, the credit card fees charged to us by the credit card processing company and any manufacturer imposed restocking fees. Depending on the amount of time it takes for a manufacturer to credit our account after receiving a returned item, refunds may take up to two weeks after receipt of merchandise by the manufacturer. We will not issue a refund to a customer until the manufacturer has credited our account for the returned item(s).
5. You refuse the delivery of your order, and it comes back to us or the manufacturer
If you refuse an item and it comes back to us or the manufacturer, you will be issued a refund, less any manufacturer imposed restocking fees, credit card processing fees charged to us for your order and the cost to ship the item.
Please Note: Because ALL orders ship directly from the manufacturer’s warehouses, we do not accept ANY returns to our address. Many manufacturers will refuse a return if not authorized and you will incur further charges when an attempted return is refused by the manufacturer and re-shipped to you.
All Returns must be postmarked within three(3) days of the pruchase date. All returned items must be new
and unused condition, with all orignal tags and labels attached.
To return an item, please email customer service at [email protected]susa.com to obtain a return merchandise
authorization(RMA) number. After receivinga RMA number, place the item securely in its original pakcaging and include your proof of purchase, and mail your return to the following
Please note you will be responsible for all returne shipping charges. We strongly recommend that you use trackable method when mailing your package.
After receiving your return and inspecting the condition of your items, we will process your exchange.
Please allow up to fourteen(14) days from the receipt of your item to process your exchange. We will
notify you by email when your return has been processed.
The following items cannot be exchanged or returned
- Clearance Items
- On Sale Items
For defective or damaged products, please contact us at the customer service number bellow
to arrange a refund or exchange.
- A Minimum 25% restocking fee will be charged for all returns.
- Sale items are FINAL SALE and cannot be returned.
Damages & Exchanges
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But, if your item is damaged or defective in some way, we’ll make sure you’re taken care of. All of our products are backed by a manufacturer’s warranty and/or return policy.
In the case where a manufacturer’s warranty or return policy differs from our general return policy or satisfaction guarantee, that manufacturer’s policy will supersede any generic website policy stated here. Please read each manufacturer’s policy at the bottom of this page for their individual policies regarding returns, warranties and any satisfaction guarantees that they may or may not offer.
If your item has a defect, please contact the manufacturer as instructed in the paperwork that came with the product. If you need help contacting the manufacturer, feel free to contact us. If your product was damaged during shipping, contact us and we’ll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.
WARRANTIES & GUARANTEES
Most of our products are covered by manufacturer warranties and there are no warranties or guarantees, explicit or implied, made by this website for any product listed on it. Customers must contact the manufacturer directly for any return or replacement and in every case, their policies supersede any general ones stated on this website. Each manufacturer has their own specific conditions for its warranties and/or guarantees.