Shipping & freight

How orders ship

We ship from the United States, either from a distributor warehouse or from our Louisville facility for rack builds and staged equipment. The shipping method depends on what you order and where it is going: small parts normally move by parcel, rack builds and palletised equipment move by LTL freight.

Delivery addresses, freight terms and any appointment or liftgate requirement are confirmed in writing on the quote before you order.

Lead times and delivery dates

Stock and lead time are confirmed in writing on the quote. We do not print a guaranteed delivery date for hardware we do not physically hold, because distributor stock moves hourly and carrier transit times are not ours to promise.

Once an order is released, we send tracking as soon as the carrier or distributor provides it. If a date on your quote is at risk, we tell you and give you the option to change or cancel the affected line before it ships.

Drop-ship disclosure

Freight and delivery options

Freight is quoted per order and shown on the invoice. Options we can arrange when quoted include:

• Parcel delivery to a staffed business address
• LTL freight with a delivery appointment, liftgate or inside delivery where available
• Consolidated shipment of multiple lines, or separate shipments when one line would hold up the rest
• Direct shipment to your end customer for approved resellers, with your branding requirements confirmed in writing

Freight charges are based on the quoted service. If you change the address, add an appointment, or need a service that was not quoted, the difference is billed at cost.

Inspect on delivery

Inspect the cartons before you sign the delivery receipt. If a carton is crushed, punctured or wet, note the damage on the receipt (or refuse the shipment) and photograph the carton and pallet before opening it. Keep the packaging until the claim is settled.

Check the line count against the packing slip at delivery. A shortage or wrong item should be reported the same day so we can correct it against the carrier record.

Freight damage and shortage claims

Report visible freight damage or a shortage within 2 business days of delivery through the support hub or by email to [email protected], with:

• Order id
• Photos of the carton, pallet and damage
• The signed delivery receipt showing any noted damage
• The part number and quantity affected

We open the carrier claim and arrange replacement or return. Damage on a shipment is not treated as a change-of-mind return and does not attract a restocking fee. See returns for the return window and process.

What isn't covered

• Storage or redelivery fees caused by a missed appointment or an address that cannot accept the delivery
• Inside delivery, after-hours delivery, crane or rigging services that were not quoted
• Duties, taxes or customs charges on shipments outside the United States (see export control)
• Time-sensitive project costs caused by a carrier delay we do not control

Questions

Email [email protected] or call +1 307-207-0033, Monday to Friday, 8am–6pm ET. Include your order id or quote number and we will answer within one business day. See the support hub for all channels.