Shipping
and Returns
Frequently Asked Questions
How much does it cost to ship
one of your machines?
We have several shipping companies that we check freight prices with,
so depending on the destination, we may prefer to ship a machine with
a different shipping company that may have a different price from other
companies. Therefore the best way to get a quote on shipping is to
give us a call and ask us the shipping costs. We will need to know
the machine that you are interested in as well as the destination zip
code.
What are your terms for shipping?
We normally ship FOB our Fayetteville, GA or Sacremento, CA warehouses.
We do not have any loading charges, but the customer is responsible
for the shipping charges from our warehouse to their shop. We sometimes
ship freight collect, which means you write the truck driver a check
for the shipping charges upon delivery, but we do not ship COD. The
machine itself must be paid for before being loaded onto the truck.
Can the trucking
company deliver the machine to our house?
It depends, your house must be accessible to a tractor-trailer truck.
This means no low power lines, weight restrictions or tight turns.
It is probably best to call us and ask.
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Will the trucking company unload the
machine for me?
Truck drivers are not required to give any assistance unloading your
machine. They are just required to get the machine to the rear of their
truck. From there, you and your employees are responsible for getting
the machine on the ground and rolled or packed into your shop. Generally
this is called 'curbside delivery'.
Can the trucking company call me before
delivery of my machine?
It is best for you to call us and get a pro number from us then call
the shipping company and ask about delivery. It is normally an extra
fee to get the shipping company to call you before delivery.
What do I do if I receive a damaged
machine?
We try very hard to package our machines so that they do not get
damaged, but sometimes it happens. The most likely culprit in machines that
get damaged in shipment are loose tarps so it is very important to look
the machine over in detail prior to unloading. Its easy to get
caught up in the excitement of getting your new machine but it is very
important that if you see slight damage you note it on the bill of lading. Then
there is recourse against the shipping company. Upon receiving
your machine inspect your machine in the crate. ALL MACHINES LEAVE
OUR FACILITY FULLY CRATED. Also, inside the crate, the machine is wrapped
in a plastic bag and stretch wrapped. If you do have any damage (ie.
broken boards, holes, tears, etc.) be sure to note on the freight bill
BEFORE the driver leaves. If you do not note damages, it will be very
difficult to get a freight claim processed.
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Shipping Policy
Delivery Time
Most of our orders are shipped out within 3 working days after receipt
of your order if the machine or tool is in stock. Unless otherwise
requested, all orders for tools will be shipped via UPS ground. Delivery
is normally within 3 to 10 business days. Holiday seasons can sometimes
extend delivery times from 7 to 14 days. All machinery
orders or tool orders over 150 lbs will be shipped via freight truck.
Tool Shipping Costs
Unless otherwise noted, all U.S. tool orders from Engage Machinery greater
than $500 will be shipped ground service at no additional cost. A $6.95
delivery charge will be added to all orders less than $500.
Machinery Shipping Costs
Please note that machinery will incur actual shipping charges. Your online
order will NOT show the full shipping cost. The final shipping cost
for these heavy items is applied AFTER your online order is placed.
This is done as Engage Machinery seeks three competitive quotes for
the transport of the machinery to you. Then the lowest of the
three quotes is utilized. This cannot be done in the process
of on on-line sale in a timely fashion.
Canadian Customers: In general, our U.S. shipping charges also apply
to shipments to Canada. However, an additional charge will be applied
to heavy shipments. Canadian customers are responsible for all
duties and taxes.
Foreign Customers: Foreign customer shipments will be made via surface
or air at the customer’s discretion and at their costs. Foreign
customers are responsible for all applicable duties and taxes.
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Rush Delivery
We provide Fed Ex Next Day, 2nd Day and 3rd Day rushed shipments at the
request of our customers. All rushed orders incur shipping charges
based on the weight of the entire order.
For example: Fed Ex 2nd Day Air shipments are available to U.S. mainland
addresses at a minimum of $14.75 for the first 4 pounds. For Metro Hawaii
and Alaska and Puerto Rico the minimum is $ 20.00 for the first 4 pounds.
Additional charges apply to Remote Hawaii and Alaska and to shipments
greater than 4 pounds. For same day shipments, your order must be received
by 11:00 a.m. Pacific Time.
Back Orders
Occasionally, stock shortages may occur due to unexpected demand for
a product. Back orders are usually filled within thirty days. On occasion,
stock coming in from overseas may take from 60 to 90 days. You may
cancel your order at any time by email or by calling our office at
678 817-0842
Unpacking Your Purchase
Please, remove items carefully. Please DO NOT DISCARD ANYTHING. Keep
the original box, packing materials, invoices, etc. You may need
these items in case of a return. Please be sure to remove and account
for all items listed on your invoice. Important: some items
are very small and can be difficult to locate within the packaging materials. Please
report any discrepancies to our office at 678 817 0842 or email at engagemachinery@yahoo.com.
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Return Policy
Engage Machinery is committed to providing the highest quality products
and service to our customers. If you are unsatisfied with a purchase
or your item is damaged or defective in some way please contact us right
away. We value your business and will do everything we can to ensure
you are completely satisfied with your purchase. You may contact
our office at anytime. Thank you for your cooperation and patience.
RMA Number: No returns of any kind will be accepted without prior
authorization and a Return Merchandise Authorization. Please call
our office for an RMA number. Obtaining an authorization to return your
item does not guarantee or imply acceptance/refund of return or exchange.
30 Day Full Refund: Only unused and unopened items may be returned
within 30 days of the date of order with a copy of the receipt and an
RMA number for a full refund. (Full refund does not include shipping
and handling charges from orders).
Opened Box - Unused Items: Unused items must be returned in their
original packaging materials within 30 days of order. You must
call our office to obtain a Return Merchandise Authorization BEFORE returning
the item to our office. If unused items are not returned with their
original packaging a 15% discount will be deducted from the total refund.
Items Damaged Due to Shipping: Leave package as is. Do not
throw anything away. Call our office immediately and our carrier
will come out and inspect the package. Do not ship the package
back to us until authorization is given from our office. Further
instructions on your return will be given to you over the phone.
Defective Items: If any item is defective, please call our office
immediately for a Return Merchandise Authorization BEFORE returning your
item. Follow our return process as listed below. When your
item is received by our store, our technicians will inspect the item
and call you with an evaluation of the return.
Please note: Any item damaged due to the misuse of the product is not
covered by warranty.
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Please Follow our Return
Process:
Step one: Please call our office for a Return Merchandise Authorization
(678 817 0842). ALL returns must have a Return Merchandise Authorization
BEFORE shipping your item back to our store.
Step two: All returns must be shipped within original package
and packaging materials. Returns due to shipping damage will be
given specific instructions on return packaging. ANY item(s) returned
without its original packaging will incur a 15% deduction from the total
refund. This same deduction is applied to ALL returns (unused or
used) that are approved for a refund. Only items that are unopened
and returned in the same manner they were shipped are not subject to
this deduction.
Include with your returned item:
- The Return Merchandise Authorization (RMA number)
- A copy of your receipt/invoice
- Your name, address, phone number and if possible, an email address.
Step three: Please mark the outside of your package with the Return
Merchandise Authorization you received from our office.
Step four: Please send your package by US postal office, regular ground
shipping. Only tools deemed defective by our technicians will be
reimbursed for return shipping charges. Please allow three to four
weeks for the full processing of your return/exchange with our store. We
appreciate your patience.
If you have any questions, please don't hesitate to call our office
at 678 817 0842.
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