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Shipping & Returns

We try to utilize our delivery trucks whenever possible to give you the best possible experience. We ship your items the best way possible to reduce the possibility of freight damage and insure a timely delivery. The best way may not always be the fastest or most economical way.

Products are shipped F.O.B. shipping point with freight costs and handling fees paid by Industrial Ladder & Supply Co., Inc. and charged to the customer. Certain orders are shipped freight free, please refer to our freight policy for details. C.O.D. shipments are not permitted. Other terms and conditions may apply for freight collect, export orders, hazardous materials, special handling or shipments outside the contiguous United States and/or the Metropolitan New York area. Any extra charges incurred for additional services, such as customer's carrier or special handling by the carrier, must be paid by the customer. Title and risk of loss pass to the customer upon tender of shipment to the carrier. If product is damaged in transit, customer must file claim with the carrier within the time frame set by the carrier. Industrial Ladder & Supply Co., Inc. is not responsible for damage done by third party carriers.

Special Notice on Freight Carrier Damage:

Due to the item, size and/or weight of the item(s) purchased, your order may be shipped by freight truck to your delivery address. 

Please inspect the items you ordered in front of the delivery driver. 

If there is damage of any kind, it is required that you note the damage on the “Bill of Lading” and refuse the shipment. 

Once the damage has been noted and you refuse the shipment, please contact Industrial Ladder & Supply immediately at “customerservice@industrialladder.com or call 877-451-9532.

If the item is not refused and no damage is noted on the “Bill of Lading”, you are agreeing that the item arrived in a satisfactory condition and neither Industrial Ladder & Supply Co., Inc. nor the freight company can be held liable for any damages and no refunds will be issued.

Important Notes:

1. Certain orders and products may not be returnable, refundable, exchangeable and are a considered a “final sale”. Examples
1. Custom Made Products
2. Items marked with a Customers Name or Logo
3. Special Order items
4. Overstock and damaged items - Sold as is.
5. Replacement Parts
2. All shipments by our delivery truck, UPS/FedEx/USPS or Common Carriers must be open and inspected at time of delivery before signed carrier’s delivery documents. Note all damage on the shipping documents and then sign and date. Failure to note damage may prevent you from getting credit from the carrier.

Returns

Your satisfaction is the foundation of our relationship. Placing an order with our company or on our web site signifies that you agree to the following return conditions. While returns are rare we require that you follow the procedures outlined below:

Product Returns – NEW Saleable Condition

1. Returns must still be in brand new (unused) condition and have all the packaging and original contents included to be in resalable condition.
2. A request for a RMA (Return Material Authorization) must be made within fourteen (14) days within receipt of the items. Please contact the branch the item was ordered from or use E-mail: customerservice@industrialladder.com or call 877-451-9532
3. With your return request, please include your original invoice number and reason for the return.
4. Please return the item as directed in the RMA
5. RMA's are only good for 14 days after issued
6. If you return an item, you will be charged the original shipping cost (if package was shipped under a free shipping promotion, actual shipping & handling charges will be applied). You are responsible for shipping charges on all returns. Shipping and handling will not be refunded unless we shipped an incorrect item, or an error was made on our part.
7. Items returned in used, damaged condition or missing packaging may result in a reduced credit or NO credit being issued.
8. Any items returned without a RMA will be refused and returned at the customers expense.

Product Returns – Damaged Item

1. A request for a RMA (Return Material Authorization). Please contact the branch the item was ordered from or use E-mail: customerservice@industrialladder.com or call 877-451-9532
2. With your return request, please include your original invoice number and describe the issue with the item.
3. Please return the item as directed in the RMA
4. RMA's are only good for 14 days after issued
5. If you return an item, you will be charged the original shipping cost (if package was shipped under a free shipping promotion, actual shipping & handling charges will be applied). You are responsible for shipping charges on all returns. Shipping and handling will not be refunded unless the item is covered by a manufacturer’s warranty.
6. All replacement items or refunds will be authorized by the manufactures policies and are not controlled by Industrial Ladder & Supply Co., Inc.

Updated: March 31, 2021