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Shipping & Returns
Get Free Shipping on Orders Over $99
Free standard ground shipping is available for online orders over $99 and on qualifying products that are shipped to a single U.S. address. We only ship to the lower 48 U.S. contiguous states. Special deliveries, air freight, lift-gate trucks, or any other incremental service beyond standard ground shipping does not qualify for free shipping. Mirrors, Lockers, Toilet Partitions, Portable Sinks, some Special Orders, Oversized Items, and some Cleaning & Paper products do not qualify for free shipping. Please contact us for more details.
Free Shipping on orders over $99
Free standard ground shipping is available for orders over $99 that include qualified products and are shipped to a single U.S. address. Sustainable Supply ships to the lower 48 U.S. contiguous states. Special deliveries, air freight, lift-gate trucks, or any other incremental service beyond standard ground shipping does not qualify for free shipping. Mirrors, Lockers, Toilet Partitions, Portable Sinks, some Special Orders, Oversized Items, some Cleaning & Paper products, and more do not qualify for free shipping. Contact us for more details.
Shipping & Returns Policy
Sustainable Supply is committed to customer satisfaction, so please review our shipping and return policy carefully. We want to make your online shopping experience as easy as possible so you'll continue to choose us for your building and maintenance supplies. To keep prices as low as possible, we ship many products directly to you from the manufacturer. Therefore, we have to adhere to our vendors' return policies and procedures.
Please inspect your order immediately after receiving it and carefully check for damages and order accuracy. Please report any discrepancies or damages within 24 hours. On some occasions, you may receive separate shipments if products were ordered from multiple manufacturers. If your product(s) are damaged in shipment -- DO NOT ACCEPT IT. Please refuse the shipment from the carrier and contact Sustainable Supply immediately. We will then arrange to have a replacement shipment sent out to you at no cost.
If you have accepted a delivery that has concealed damage, you must call Sustainable Supply Customer Service within 48 hours of receipt of material. All damaged material must be held for possible inspection by the carrier, which may include providing photos, etc. The Buyer is responsible for all freight claims resulting from damage in transit if they accept the material from the carrier without noting such damages on the freight bill at the time of delivery. Title and Loss risk are passed to the Buyer at the time of shipment.
1) All returns must be approved in advance of shipment back to Sustainable Supply or its warehouses. A Return Merchandise Authorization number (RMA #) is also required. Orders returned back to Sustainable Supply without an RMA # may be rejected and/or assessed an additional restocking fee.
2) The fastest way to request an RMA # is to send your return request to email@example.com - if you would prefer, you are welcome to call us at (303) 325-7938. Please reference your Order # and provide us with the details about why you are returning the product (damage, order error, etc.).
3) One of our Customer Service Associates will provide you with a Return Merchandise Authorization number (RMA #). This RMA # must be written clearly on the return address label or the label supplied on the packing slip. RMA requests should be made within 30 days of the order date. Please allow us up to 48 hours to process RMA requests.
NOTE: All items must be returned in the manufacturer’s original box with all instructions, hardware accessories, etc. Product(s) MUST be in resalable condition and unused. Please DO NOT write the RMA # or addresses on the manufacturer's box. Doing so makes the item non-resalable and credit will not be issued.
Returns are broken down into two categories: Customer Error/Cancellation and Damaged Goods/Company Error/Manufacturer's Defect. You must obtain a Return Merchandise Authorization number (RMA#) for any of the return categories.
Returns will not be accepted after 30 days. A restocking fee of up to 25% may be applied to all returns that are a result of customer error or order cancellation. Original shipping costs will not be refunded. Custom configured or special order products are non-returnable. The buyer will be responsible for all return shipping fees, repackaging, and processing costs. Orders returned within 30 days will be credited the invoice amount LESS the original shipping costs and any applicable fees. Sustainable Supply LLC will not be responsible for return shipments lost or damaged that are returned by customers.
Damaged Goods/Company Error/Manufacturer's Defect
Please notify Sustainable Supply immediately regarding any damages, defects, or company errors. We will work with you and the manufacturer to arrange for a return or exchange per the manufacturer’s warranty and defective policy. Please be advised that the coordination of warranty related issues can take up to 3-5 business days to resolve. Per the manufacturer’s request, all damaged or defective products must be held for possible inspection, which may include providing photos, videos, or site visits by company representatives. The Buyer is responsible for all freight claims resulting from damage in transit if they accept the material from the carrier without noting such damages on the freight bill at the time of delivery. Title and Loss risk are passed to the Buyer at the time of shipment.
NOTE: While most of our products are returnable (restocking fees may apply), custom products are non-returnable and non-cancelable. Non-returnable and non-cancelable products may include but aren’t limited to COVID Essential products such as Hand Soaps, Hand Sanitizers, Disinfectants, Cleaning Supplies, Disposable Cutlery, Food Prep Supplies, Carry-Out Disposables, Water, Paper Products, Toilet Paper, Sanitary Products, Hygiene Products, some First Aid Products, Washfountains, Express Lavatories, Frequency Lavatories, Lockers, Toilet Partitions, Mirrors, and/or any item that requires the selection of an "option” or large volume quotes. All custom orders will be confirmed within 24 hours of your order placement. After we confirm your specifications are correct we will bill your credit card or open account.
Title and Risk
Title and Risk of loss and damage are passed to Buyer at the time of shipment.
Shipping & Lead Times
Product availability listed on the site is the typical amount of days it takes to ship your product from the factory. Most of our products ship out within 5 business days, however, please allow additional days for transit time. Shipping charges calculated at checkout reflect standard ground shipping charges. Orders requiring special handling and lift gate services will be charged an additional delivery fee prior to shipment.