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Free standard ground shipping is available for orders of $75 or more 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, Over-Sized Items, toilets, 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 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 it’s 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 by logging into your account by clicking on the Login / My Account link at the top right of our website. Click on the “Orders” tab to view your order details. When viewing your order details, click on the “Request Return” link at the top of your order and then complete the form on the page.
If you did not create an account at checkout, please send your return request to firstname.lastname@example.org or 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.).
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.
Damaged Goods/Company Error/Manufacturer's Defect
NOTE: While most of our products are returnable (restocking fees may apply), custom products are non-returnable. Non-returnable products may include but aren’t limited to 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.