Shipping & Will Call Policy
Shipping Methods: Orders are shipped based on volume. Smaller orders will be shipped via UPS Ground or UPS Ground Freight, while larger orders will be shipped using LTL (Less Than Truckload) freight by pallet(s). The choice of LTL carrier will vary based on pricing and transit times.
Bulk Orders: Full Container Load (FCL) and Full Truckload (FTL) shipments are available upon inquiry.
Heavy Volume Orders: May require a 20% deposit and must meet minimum order requirements. Lead times may vary and will be discussed upon inquiry.
Shipping Costs: Determined by the weight and volume of your order. A personalized shipping quote with various options will be provided.
Processing Time: Orders are generally shipped the same day or latest by the next business day.
Weekend & Holiday Orders: Orders placed over the weekend or on a holiday will be processed the following business day.
Shipping Restrictions: We DO NOT ship to P.O. boxes or APO addresses.
Tracking Information: Provided once available and will be included on the invoice or sent via email.
Will Call Policy
Location: Will-call pickups are available at our South El Monte office/warehouse.
Operating Hours: Monday - Friday, 8:30 AM - 4:30 PM (excluding holidays).
Pre-Order Requirement: Orders must be submitted in advance to allow our team to prepare and double-check orders before arrival.
Customer Responsibility: Customers must verify that all items are received before leaving the location.
No Walk-Ins: Walk-in orders are not encouraged.
Ordering Methods: Orders can be submitted by phone, email, text, or our website order portal.
Drop-Ship Orders: We accept drop-ship orders. Please inquire for more details.
Re-Stocking Fee: A 10% re-stocking fee applies to finalized orders that are not shipped/picked up within 7 business days.
Return & Refund Policy
Returns
Notification Requirement: Please notify us as soon as possible if merchandise needs to be returned.
Return Window: Returns are accepted within 30 days from the date of purchase.
Invoice Requirement: The original invoice must be presented at the time of return.
Product Condition: Items must be unused and in original packaging.
Non-Returnable Items: Private label and custom orders are not eligible for return.
Shipped Returns: If your item(s) were shipped, contact us to arrange the return process.
Defective Goods
Notification: If you receive a defective item, contact our customer service team within 7 days of receiving your order. Provide your order number, a description of the issue, and any relevant photos or videos of the defect.
Return Process: If the defect is confirmed and a return is required, we will provide instructions. Return shipping costs will be covered by us if the item is defective.
Replacement or Refund: Upon receiving the defective item, we will issue a replacement or full refund, depending on your preference and product availability.
Exclusions: This policy does not apply to items damaged due to misuse, mishandling, or normal wear and tear.
Missing Merchandise & Exchanges
Missing Items: If an item is missing from your order, notify our customer service team within 7 days of receiving your shipment. Provide your order number and details of the missing item(s).
Investigation & Resolution: We will investigate and, if confirmed, ship the missing merchandise at no additional cost.
Shipping Delays: Occasionally, items may arrive in separate shipments. Check tracking information before reaching out.
Exchanges
Eligibility: Exchanges are available within 30 days of purchase for unused, unopened items in their original packaging and condition.
Exchange Process: To initiate an exchange, contact our customer service team with your order number, the item to be exchanged, and the desired replacement item.
Return & Reshipment: You must return the original item before the replacement is sent. Customers are responsible for return shipping costs unless the exchange is due to our error or a defective item.
Refunds for Unavailable Items: If the requested exchange item is unavailable, we will issue a refund to the original payment method.
