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Untitled Document
SUPPLYHOUSE.COM POLICIES
SHIPPING POLICY
Within the contiguous 48 U.S. states, the following shipping fees generally apply. In the event that certain products or zip codes require additional postage, be assured you will be notified as soon as possible, usually before your order has been processed. Items shipped outside the 48 contiguous U.S. states are charged additional freight. SupplyHouse.com is not responsible for any applicable taxes for international shipping or otherwise.
If an item or items are shipped via a trucking company (as opposed to UPS), it is the customer's responsibility to have the item removed from the truck. Lift gates and inside delivery are available at an additional charge. Lift gate delivery lowers the freight from the tail of the trailer to the ground and leaves it at the curb. Inside delivery brings the freight from the ground to inside the front door or inside the garage.
Any item may be shipped via truck at the sole discretion of SupplyHouse.com. If you contact us before you place an order at 800-350-8853, we may be able to accommodate your special request for shipping an item. No order can ship to a PO Box.
| Shipping Costs* |
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| Faucets | Free! |
| Stainless Steel Sinks | Free! |
| Steam Generators | Free! |
| Shower Doors | $39.95 - $99.95 |
| Cast Iron & China Sinks | $49.95 |
| Pedestal Sinks | $59.95 |
| Toilets & Bidets | $79.95 |
| Whirlpools | $99.95 |
| Non-jetted tubs | $99.95 |
| Non-jetted cast iron tubs | $119.95 |
| Shower Enclosures | $140.00 |
| Orders over $75 | Free! |
| Orders under $75 | $7.95** |
*Costs above are applicable unless otherwise noted on product description page
** All orders under $75 will be charged $7.95 shipping AFTER your order is placed.
Your order will likely be shipped via UPS or, in some circumstances, by another highly qualified common carrier. In most cases, a delivery signature will not be required if the order is shipped via UPS or FedEx.
SupplyHouse.com supports our military personnel by shipping to APO and FPO addresses. Because we can only ship to APO and FPO addresses by the USPS there is a service fee of $39.95 associated with these deliveries. Please ask customer service for further details.
APO stands for Army/Air Force Post Offices.
FPO stands for Fleet Post offices. This is used for the Navy, Coast Guard and Marines.
DELIVERY TIMES
Delivery times vary. Unfortunately we do not guarantee any delivery times. This is because we are dependent on outside delivery agents such as UPS. Please do not schedule construction appointments until your products arrive. SupplyHouse.com will never be responsible for any guarantees in shipping, and we cannot and will not be responsible for any inconvenience or any monetary loss, penalty, or extra charge incurred by our customers should any delivery take longer than anticipated. That being said, we strive to provide accurate lead times and timely updates should any lead time estimate change. We value our customers, appreciate your business, and will do everything in our power to serve you well.
Items in Stock
In-stock orders take approximately 3 - 7 business days anywhere in the 48 contiguous U.S. states. Orders shipped to Alaska and Hawaii or any area that is not within the 48 contiguous U.S. states may take longer. Orders shipped to Alaska and Hawaii and any area not within the 48 contiguous U.S. states are subject to an additional shipping charge. International orders may take longer. Most Kohler whirlpools ship out within 3-4 business days after your order is processed.
Items not in Stock
If an item is not scheduled to ship out within 10 days of your order, we will attempt to notify you of the backorder status. If we cannot get in contact with you, we will decide on a case-by-case basis whether to schedule delivery or wait for approval of the lead time. Items that are not in stock may be obtained more quickly by using our QuickShip Program. If you are quoted a lead time on an item, ask about our Quick Ship Program!
FASTER SHIPPING OPTIONS
If you request expedited shipping such as next day or second day air, many times your item will be shipped the same day. Some items ship out the following day or within 2 business days. If you order next day air on day 1, depending on the time of day, your item might not ship out until day 2. You would then receive your order on day 3 if it shipped next day air. (We only are referring to business days, of course. So, if you place a next day air order on Thursday afternoon, the item will ship probably Friday or possibly Monday, for Monday or possibly Tuesday delivery.) For more information on how to calculate when you will most likely receive your delivery, see our “Delivery Times” section in our policies.
For items that do not have faster shipping options online, please call us at 800-350-8853. Often times, faster shipping options are available and are offered online when you place your order on our website. Look in the upper left corner of the shopping cart page to see your shipping charges. Click the radio button for the shipping option you want and there might even be a discount offered on your shipping, depending on what is in your shopping cart. To see how to qualify for shipping discounts, read the shipping discounts section under the shopping cart towards the bottom of the page.
Please keep in mind that your expedited order will ship out within 24 hours USUALLY. Sometimes, it will ship out within 48 hours. If the item is in stock in our Ohio, Nevada or Louisiana warehouses, it usually ships out the same business day so long as the order is placed before 12 noon EST, and sometimes later!
If you place your order online or over the phone and want to upgrade the shipping later, please don't wait too long to call us. Our shipping department works very quickly to fill and ship your order, attempting to ship same or next day for items in stock.
QUICKSHIP PROGRAM
Get any product right away!
If an item has a lead time that is too long for you, simply request our QuickShip Program. SupplyHouse.com has supplier relationships established for over 50 years across the US. We will utilize our procurement network to locate your products and usually ship it out same day. An additional procurement charge will be added per product as detailed below.
We will use our network of suppliers and our industry contacts to find the products you need. In most cases, the products will ship out SAME DAY (until 8pm EST).
Because we are using alternate supply channels to expedite your order, we will pass on a portion of the increased item cost to you. Although there is an additional charge, you still save money at SupplyHouse.com because of our low prices. Rest assured that if anyone can find and ship the products you need right away, SupplyHouse.com can, and you'll still save money.
SALES & TAX POLICY
SupplyHouse must collect sales tax for orders originating in New York State, unless presented with a New York State Tax Exempt Resale Certificate.
For most orders originating outside of New York State, SupplyHouse will collect no sales tax, though such orders may be subject to a use tax. SupplyHouse may collect sales tax in the event a vendor of SupplyHouse collects sales tax.
This policy is subject to amendment or revision without notice to ensure continued compliance with local, state and federal tax laws. In the event the government or other entity pursues retroactive payments for past sales tax, SupplyHouse shall not be responsible for such payments.
All prices are in US dollars (USD).
SECURITY GUARANTEE
Our secure server software (SSL) is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address so that it cannot be read as the information travels over the internet. SupplyHouse.com is so confident in our systems that we GUARANTEE 100% SAFETY in the transactions you make with us. In the rare event that unauthorized charges are made to your credit card during a transaction with us, you will not be held responsible in any way. Under federal law, your bank cannot hold you liable for more than $50 of fraudulent charges. If your bank does hold you liable for any of this $50, SupplyHouse.com will cover the entire liability for you, up to the full $50. SupplyHouse.com will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own, on purchases made at SupplyHouse.com while using the secure server. In the event of unauthorized use of your credit card, in order to qualify for the SupplyHouse.com security guarantee, you must undertake any steps required by federal law and your credit card agreement, including any provision requiring you to notify your credit card provider in accordance with its reporting rules and procedures. If you have any questions regarding federal laws, contact your state's attorney general or the United States Department of the Treasury.
ALTERNATIVE PAYMENT OPTIONS
Although we provide guaranteed order security, SupplyHouse.com understands if some customers would prefer not to use credit cards online. That's why our customer service representatives are available to personally handle your credit card transactions by phone at (800) 350-8853.
To pay via bank check, place the order online and click “Pay by Bank Check” or call us at 800-875-7999. When you send your check, reference your name and order number, and send your bank check to:
SupplyHouse.com Orders
303 Merrick Rd, Suite 402
Lynbrook, NY 11563
To make sure about the lead time on the items, please call or email us to check your items. Also, if you send a bank check or money order, your order will be processed immediately, upon receipt, but not before then. WE CANNOT ACCEPT PERSONAL CHECKS!
CANCELLATION POLICY
Alert us as soon as possible when you know that you want to cancel an order. The fastest way to contact us about a cancellation is by phone, but you must also email us. EVEN IF YOU CALL US, all cancellation requests must be made in writing by sending an email to cancel@SupplyHouse.com stating your name, order # and reason for cancellation. You may also choose to call us at 800-350-8853 as this may allow us to stop a shipment faster. Keep your sent email as a proof that you tried to cancel the order at a certain date and time. In order for an order to be cancelled, WE MUST SEND YOU BACK A CANCELLATION CONFIRMATION. Until you receive this email, your order has not yet been cancelled.
Orders can only be cancelled if they have not entered the shipping process. If your credit card has been charged but your order has not entered the shipping process, your order may be cancelled and credited, less a 4% credit card transaction fee. If your order has entered the shipping process (either shipping to you, or ordered from a 3rd party that cannot stop the shipment), then you may not cancel an order. If you would like to return an item that has already entered the shipping process, please see our return policies. An order that has already been processed cannot be cancelled over the weekend as the manufacturers are closed on Saturdays and Sundays.
RETURN POLICY
Do not ship products back to SupplyHouse.com without a return goods authorization (RGA) and instructions.
Please note: All discontinued items and colors and all modified items (such as after we punch additional holes in a stainless steel sink) are non-refundable and non-returnable. Some items are non-cancelable and non-returnable. Please read on for the list of these items.
Shipping Damage
To report shipping damage, call us at 800-350-8853 AND email us at shippingdamage@SupplyHouse.com. The fastest way to alert us to damage is to call us. You must email us at shippingdamage@supplyhouse.com to report your damage as well, even if you call us. Please include your name, your order number and a description of the damage and the situation.
Sign all delivery receipts as SUBJECT TO INSPECTION. Make sure you write “Subject to Inspection” on the delivery receipt and/or bill of lading. Do not sign your name on the delivery receipt and/or bill of lading unless you are 100% certain there is no damage. If you sign for a delivery without marking it “Subject to Inspection”, then any shipping damage will be your responsibility.
Inspect your packages thoroughly RIGHT AWAY. Do not assume the items are undamaged because the box is undamaged. If you receive your product and it appears to be damaged from the outside or if you discover any damage while the driver is there, YOU SHOULD MARK SUCH DAMAGE ON THE DELIVERY RECEIPT AND/OR BILL OF LADING WITH THE DRIVER. THE DRIVER MUST WRITE DOWN NEXT TO YOUR SIGNATURE, THAT THE ITEMS ARE BEING ACCEPTED, BUT THEY ARE DAMAGED. If your item was shipped via UPS, call them at 800-PICK-UPS to report a damaged item. (Give them the tracking number.) Then in any case, call SupplyHouse.com at 800-875-7999 and/or email us with the details at shippingdamage@supplyhouse.com.
If there is internal damage (non-visible, discovered after acceptance of delivery) you must contact us within 48 hours in order for us to be responsible for the damage. If you contact us within 48 hours, we will file a claim with the shipping company and we will follow up with the carrier until resolved. If you do not contact us within 48 hours of receiving a damaged item, we cannot file the shipping claim. In such a case, we will do our best to help you but you will be responsible for filing the claim with the shipping company. The odds of getting credit from a freight carrier for concealed freight damage are not very good, so we encourage you to inspect your package thoroughly, right away so all problems are avoided. If you accept a package without putting down SUBJECT TO INSPECTION, we will do our best to help you but you will be responsible for filing the claim.
If you follow the above policies by writing “SUBJECT TO INSPECTION” on the receipt and by inspecting your items right away and by reporting damage within 48 hours via phone and email, then we will take responsibility for the damage in transit. However, resolving the claim with the carrier may take from 30 to 90 days to resolve. Credit for the damaged item will be issued when the case is resolved with the carrier. To check on a damage claim or credit, please email us at shipping@supplyhouse.com or call our Returns Department.
Wrong Products Received
If you are shipped a different product than you ordered, please contact us at orders@SupplyHouse.com or 800-875-7999 within 48 hours of receiving the product. We will provide an RGA number and instructions on how and where to ship them back. We will pay for the freight back and ship the correct product to you. You will be charged for the replacement order and credited in full upon receipt and inspection of the original order. Or, you may choose to wait until we receive the incorrect item and issue credit before placing the new order.
Return Credit:
Please allow up to 30 business days from the time SupplyHouse.com receives your returned item to process the return. Our return dept. processes returns once a week and if your item isn't received by that time it will not be processed until the following week.
If you would like to check on the status of your return please send an email to returns@supplyhouse.com or call our Returns Department.
Defective Products
If the product you receive has manufacturing defects, contact us at or call 800-875-7999 within 48 hours of receiving the product and SupplyHouse.com will replace the item. We will issue an RGA and give instructions to ship back. Products returned as defective which are found not to be defective are subject to a 25% handling charge. If the item is a non-returnable item, no credit will be issued for the return of the product. The customer will be responsible for shipping charges going back to the customer.
If an item is found to be defective after 48 hours of receiving it, or if an item has been installed, this becomes a warranty issue. SupplyHouse.com (like most retailers) does not warranty any products, but most manufacturers warranty their products. All warranties which are provided by the manufacturer will be honored by the manufacturer. We will use our best efforts to help you if you need help dealing with a manufacturer with a warranty issue. For example, if you order a Grohe Ladylux kitchen faucet, Grohe has a great warranty on this product. This warranty IS VALID when you order from SupplyHouse.com, just as it is valid from anywhere else you purchase this item. We will help you make a warranty claim with Grohe or any other manufacturer, should you encounter a warranty issue with an item purchased through us. If you have further questions, please call us.
General Returns
SOME ITEMS CANNOT BE RETURNED! MOST ITEMS CARRY A 20% or 25% restocking fee PLUS reimbursement for any “free shipping” offered on the original order. (Newport Brass / Brasstech and Afina have a 30% or 35% restocking fee) (Read entire policy for full details.) Minimum Restocking fee is $10.
If SupplyHouse.com ships your order undamaged and you wish to return it for reasons not specified above, freight and handling charges back to us will apply (See list of charges below). Freight charges are non-refundable. Quick Ship Program Charges are also non-refundable, even if you return the item.
The following is a list of non-returnable, non-refundable merchandise:
- All Crane products
- Bathtubs
- Whirlpools
- Kohler Furniture (i.e. Tellieur Series furniture AND all other Kohler furniture)
- Robern Products
- Service Parts
- Shower Doors
- Shower Enclosures
- Toilet Seats
- Discontinued items
- Empire
- Cole
ONCE AN ORDER FOR ANY ITEM MENTIONED ABOVE HAS BEEN PLACED, IT CANNOT BE CANCELLED AND IT CANNOT BE RETURNED.
| Outbound Shipping and Handling Charges |
| Faucets / accessories | $10.00 outbound shipping reimbursement charge |
| Hot Water Dispenser / Stainless Steel Sinks | $25.00 outbound shipping reimbursement charge |
| Orders under $75.00 | No outbound shipping reimbursement charge |
| Other items | Charges will vary |
The above charge will be deducted from your credit.
All other products CAN be exchanged by following the procedure below, but are subject to a 20% restocking fee on any exchange (Newport Brass / Brasstech and Afina is a 30% restocking fee) or a 25% fee for credit(s) (Newport Brass / Brasstech and Afina is a 35% restocking fee) to your credit card.
ALL RETURNS MUST:
1. arrive back in the manufacturer's original packaging with all accessories and in resalable condition.
2. have return instructions and an RGA number from a SupplyHouse.com representative.
3. be paid for back to the location specified in SupplyHouse.com's RGA Instructions. This address may be different than the address from where we originally shipped the item.
4. be made within 30 days of receiving your product. After 30 days of receipt of merchandise, no returns or exchanges can be made.
5. have the return shipping information along with your name and the order # emailed to returns@SupplyHouse.com within 2 days of returning item.
If any of these 5 conditions has not been satisfied, YOU CANNOT RETURN THE ITEM(S). To return an item, please call our Product Return Department at 1-800-875-7999 and a SupplyHouse.com representative will issue a return goods authorization number (RGA) and assist you with return shipping instructions. In order to get an RGA, you will have to email or fax us stating that you agree to the applicable restocking fee per the schedule above. Credits are normally issued within 30 business days from when we have received the product back. This return policy is for your protection and our protection. No exceptions will be made to these rules.
If a return is made to SupplyHouse.com without a Returned Goods Authorization (in other words, if you do not inform us of the return before you make it; or if you refuse goods that were to be delivered to you without going through our return process) then SupplyHouse.com will charge an extra 15% return processing fee.
If a customer makes a chargeback on a credit card, SupplyHouse.com reserves the right to charge an added 15% Dispute Fee because such chargebacks are expensive for SupplyHouse.com. If you have a question or a dispute, please contact the returns department to come to a resolution.
Pricing errors
Please be advised that due to human error, our site may list incorrect pricing. While we make every effort to ensure these mistakes do not happen, SupplyHouse.com cannot honor incorrect prices. In the event an error is found, most of the time we will inform the customer BEFORE the order is placed with our vendor or shipped to the customer. In some instances, this will not be possible, and we will inform our customer at a later time. If we inform a customer of a pricing error, the customer will have the option to place the order with the correct pricing or to cancel the order completely. We apologize in advance for any errors on our website, and we will keep these mistakes to a minimum.
Privacy Policy
SupplyHouse.com has created this privacy statement in order to demonstrate our firm commitment to privacy. * All account information transmitted over the web is done using our secure server (see security policy). Furthermore, all of the customer data we collect is protected against unauthorized access.
We use your IP Address to help diagnose problems with our server, to administer our Web site, and to gather broad demographic information.
We use Cookies to deliver content specific to your interests and to save your password so you don't have to re-enter it each time you visit our site. Our cookies do not contain any personally identifying information. Most Web browsers automatically accept cookies, but you can usually change your browser to prevent that.
We request the following information for users:
Contact Information (like your email and home address)
Unique Identifiers (like your social security number)
Financial Information (like your account or credit card numbers)
Demographic and Profile Data (like your zip code, age, or income level)
We collect Contact Information to send you requested orders and information about our company. We may also use the customer's contact information to contact you when necessary (such as to clear up account problems). We may also occasionally send you important company announcements (such as policy changes).
Financial Information that is collected is used to check the users' qualifications and bill the user for products and services.
Demographic and Profile Data (like zip codes, age, or income level) is also collected at our site. We use this data to tailor our visitor's experience at our site, showing them content that we think they might be interested in, and displaying the content according to your preferences. We also use this data to better personalize our promotional mailings to include only the information that you would be interested in.
Disclosure of your information to third parties
SupplyHouse.com does not sell, trade, or rent your personal information to others. We may choose to do so in the future with trustworthy third parties. You can request to be removed from our system by sending an email to info@SupplyHouse.com. (If you use more than one e-mail address to shop with us, send this message from each e-mail account you use.) Also, SupplyHouse.com may provide aggregate statistics about our customers, sales, traffic patterns, and related site information to reputable third-party vendors, but these statistics will include no personally identifying information
Your Consent
By using our Web site, you consent to the collection and use of the information by SupplyHouse.com. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.
This site contains links to other sites. SupplyHouse.com is not responsible for the privacy practices or the content of such Web sites.
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