Return Policy
If you are not completely satisfied with an online purchase, Superior will gladly refund or exchange the product within 10 working days of receipt of the product, less shipping charges, except as noted below.
Requirements
For any exchange or return, we need the original invoice or a record of the purchase in our system. The product must be in its original condition, including the box, UPC bar code, packaging and all accessories. A Return Authorization (RA) number must be obtained from Superior Equipment and Supply Customer Service via phone or email prior to return. Merchandise shipped to us without a Return Authorization (RA) number will be assessed a 20% re-stocking fee to be deducted from any refund amount. No items that have been used, custom manufactured or made to order may be returned. Non-defective products returned for exchange or refund are subject to a 20% re-stocking fee if returned opened or in a non-factory-sealed box. Products returned in new and unopened condition will receive a full refund, less restocking and shipping charges with the exception of special order items that are subject to a 35% restocking charge.
Shipping Costs
Round-trip shipping charges will be the responsibility of the customer on orders shipped by Superior Equipment and Supply in good faith and are returned to us due to incorrect shipping information supplied by the customer. Charges related to shipping, delivery and/or installation are nonrefundable after the services have been performed. All shipping and insurance costs of the original order, the returned item(s), and any exchanged item(s), are the responsibility of the customer in all cases, except those in which Superior Equipment and Supply committed a shipping or order error. If you choose not to insure your package, and we do not accept return of the product, you will be responsible for any loss or damage. In cases where a product is claimed to be defective or has been shipped in error, Superior Equipment and Supply will arrange for return shipping. Contact Customer Service for assistance. Should Superior Equipment and Supply pay for return shipping due to a defective product claim, and the product, upon receipt by Superior, is determined to be non-defective and in proper working order, shipping charges will be deducted from any credited amount on the item.
Special Orders
Products designated as “special order” items must be paid in full prior to shipping and are subject to a re-stocking fee. Please note that special orders are usually processed within 1 day of placing the order. There is no re-stocking fee on special orders cancelled before processing. A 20% re-stocking fee will be charged on special orders cancelled after processing but prior to shipment. Special orders cancelled after shipment is subject to a 35% re-stocking fee plus the cost of shipping. Custom-manufactured special order items are not returnable. All commercial equipment, be it food service or otherwise, is considered special order.
In-Store Returns
Any product purchased online (except special orders) may be returned to Superior Equipment and Supply’s location in Milwaukee, WI, provided that the product meets the requirements detailed above. Please be sure to bring the Superior Equipment and Supply invoice, the credit card used to make the online purchase and a form of personal identification. Please note that the decision to accept or reject your return, offer repair service, assess a re-stocking fee, and/or refund with store credit is at the sole discretion of the store manager. Returns for purchases made using a Superior Equipment and Supply Gift Card must be made in person at our store. The credit refund will be processed immediately and issued on a new Gift Card.
Refunds
Upon acceptance of the merchandise in conformity with our Return Policy requirements, the purchase price will be refunded (less re-stocking fees, if applicable) using the method of original payment. Note that credit card refunds will only be issued to the original card that was charged for the purchase. Once the returned product is accepted by Superior Equipment and Supply, allow 14 days (not including delivery time for mailed refunds) for the processing of your credit. Individual bank or financial institution policy will determine when the refund is actually credited to your account. Returns for purchases made using a Superior Equipment and Supply Gift Card must be made in person at our store. The credit refund will be processed immediately and issued on a new Gift Card.
Fees and Additional Charges
Non-defective products returned for exchange or refund are subject to a 20% re-stocking fee if returned opened or in a non-factory-sealed box. Products returned in new and unopened condition will receive a full refund, less shipping charges. Additional charges may be may be assessed for products returned with any missing or broken items such as manuals or accessories. We will reimburse you for your original shipping expense on any product returned for a refund which we verify to be defective. Products determined not to be defective, or having been used in a manner against the manufacturer’s recommendations or outside of normal use, will not be credited and the item may be returned to you at your cost.
Orders Damaged in Shipping
While every effort is made in correctly filling and carefully packing your order, occasions will arise when a package is lost or damaged in transit. To ensure that your order is received complete and undamaged, we recommend the following order check-in procedure:
1. Inspect the entire shipment for visible damage prior to accepting the shipment, and note any damage on the delivery ticket/bill of lading before the delivery person leaves. For packages left at your doorstep, inspect the exterior of the carton(s) and note any tears or large dents on the packing slip (invoice).
2. Verify the number of packages delivered with the packing slip provided by Superior Equipment and Supply.
3. Unpack your order immediately and inspect for hidden or concealed damage, even if you don’t plan to use the item right away.
4. Should any damage be discovered, retain the shipping carton and any inner packaging, request inspection from the carrier immediately. Make a written request for inspection to the carrier as well. Hidden or concealed damage must be reported and an inspection requested within 3 days of delivery. Once you have requested an inspection from the carrier, contact Superior Equipment and Supply Customer Service toll-free at 1-800-960-4300 to inform us of the situation. Please have your order number, shipping information and tracking number ready to assist us in this process. Superior Equipment and Supply is not responsible for damaged items accepted and signed for at the time of delivery. Superior will arrange for return shipping to our distribution center for an item that was sent to you in error, received defective, or damaged in shipping (assuming the criteria for the order check-in procedure outlined above has been reasonably met.)
