Shipping, Returns, Tax, Brokerage & More
Returns Policy With Covid-19 Update
COVID-19 Notice & Shipping Info:
For your health and safety, we are following all state mandated health guidelines. We are open and shipping Monday-Friday from 8AM-3PM EST.
Please be advised that the length of time it takes to receive your order is out of our control once we ship it and presently there are no shipping refunds. COVID-19 has drastically disrupted mail and UPS service (both are taking much, much, longer than prior to COVID-19) and they are offering NO SERVICE GUARANTEES or REFUNDS. International shipments have been taking as long as 1-2 MONTHS to receive. Please choose your shipping option carefully keeping this in mind. Since they are offering no refunds, we are unable to refund. Thank you for your patience and understanding, we know this is upsetting.
Most of all, we thank you for your support of our small business!
RETURNS ARE NOT ACCEPTED AFTER 30 DAYS.
We will gladly pay return shipping costs and credit your purchase in full (including any shipping costs paid at the time of order), or exchange for the correct item if the return is a result of our error (you received an incorrect or defective item), and we receive your return in new condition, with all original packaging, within 30 days.
LECTRO-TRUCKS AND ROL-A-LIFTS ARE NOT RETURNABLE. A few other items are not returnable. It will be stated on the product page if an item is not returnable. Used or old stock items are also not returnable.
If the return is not due to our error, you may return at your expense most new, unopened items, with all original packaging, within 30 days of delivery for a full refund, excluding the cost of any shipping method you chose other than free shipping. For example, if you paid for priority mail or any type of UPS shipping, we will not refund the cost of those methods of shipping.
If the return is not due to our error, and the item(s) have been used or previously installed, they may not be eligible for return. This would include items that we have customized for you, and would not be something we can sell again. If a return is allowed on these items, there will be a 25% restocking charge. Please call for an RGA. These returns are not automatically accepted. 800-447-0591. Please ask for Ed. All previously installed items, whether return is authorized or not, or items returned without original packaging, including inserts, will incur a restocking charge unless we have made an error.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). You should use a trackable method to return items to us. We will require proof of receipt if we indicate we did not receive an item.
Send returns to:
Fradon Lock Co Inc.
Attn: RGA-(insert your order#)
467 Burnet Ave
Syracuse, NY 13203
Shipping, Domestic and International
Due to the number of international shipments never making it to their destinations, we regret that we are no longer comfortable offering an international shipping option with any kind of guarantee of receipt. We have been trying to reopen shipping to various countries because we get so many requests. However, if you do not receive your package (we will provide initial proof of shipment) we will NOT refund for non-receipt to any non-USA locations. You accept the risk for these shipments. Canadian shipments are doing quite well, but Australian shipments seem to have about a 70% chance of making it to their destination - it sometimes takes several weeks or even a month or two to receive them though. Various other countries we are now trying with UPS and USPS, but do not have enough of an established track record for us to advise you.
When you place a domestic order, shipping and delivery dates are estimated for you directly through USPS and UPS, based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Estimates are NOT GUARANTEED delivery dates. Choosing priority mail or UPS shipping methods does not guarantee you will receive an order faster. Also, the postal service does not refund for priority mail delivery dates that are not met. THIS HAPPENS FREQUENTLY. Because we are fronting the expense whether the postal service actually meets the service intent, and because we can not get a refund if they do not meet the service, we DO NOT REFUND FOR PRIORITY MAIL deliveries that did not happen within the window of time predicted.
We do not ship on Saturdays or holidays. Saturday is not considered a "normal" delivery day for UPS. Do not count the day of your order when figuring out an estimated shipping time frame. Do not count Saturday or Sunday when figuring out an estimated shipping time frame. We do not offer the more expensive Saturday delivery option for UPS unless you call us. Choosing UPS NEXT DAY AIR or any other day specific option does not guarantee delivery when you want it. Depending on the time you place your order, you may be past our UPS pick up for the day and the item will not ship until the next day. ALSO, an order placed on Friday for NEXT DAY AIR will not deliver on SATURDAY. If it is ordered before our UPS pickup on Friday, the order will be delivered on Monday. If it is ordered after our pickup, it will be delivered on Tuesday (hopefully.) Feel free to call us to determine when your order will ship and when you should expect delivery. 800-447-0591. If you want to be sure (mostly) of when you will receive your order, or what method of shipping to choose, CALL US. 800-447-0591. We do not refund ANY shipment methods you choose unless we have made an error. UPS does not refund for many reasons, even if they miss a time frame, for weather related delays and other reasons they determine.
Import/Export fees, duties, and brokerage fees and anything else to do with customs related fees are NOT PAID BY US.They are your responsibility. We do not arrange for brokers. If you choose to ship via UPS, UPS will be your broker and THEY WILL CHARGE YOU for this service.
Please do not order items that may be restricted into your country. Items confiscated by customs will not be refunded or replaced by us. This will definitely mean that you should check with the rules of your state or country before buying knives or anything else that may be considered a weapon.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Most orders ship same day, however, we ship Monday - Friday only, usually between the hours of 8:30AM-2:30PM EST.
Free shipping information:
Free shipping is valid on orders of $49.99 or more shipped to a single U.S. address, after promotions and discounts are applied. Gift certificates and taxes do not qualify toward the minimum purchase requirement. Customers must select this option during checkout in order to receive free shipping. Offer and delivery times are subject to change without notice and exclude prior purchases. Not all items will qualify for this offer. Free shipping method is left up to our discretion and will usually be first class mail.
We must by law collect sales taxes for all orders shipped to New York addresses. New York State requires that we charge sales taxes not only on the product, but also on any shipping charges if there are any. Until we begin collecting sales taxes in all states (get ready for it!) you may be liable for paying sales/use taxes in the state we have shipped to for you. For any orders that we do ship outside the contiguous United States - the buyer has the responsibility to pay all customs, duty, excise fees, taxes, etc. We do not arrange for brokers. This is also your responsibility.
Tax Update: We are now collecting and remitting sales taxes in: Alabama, California, Colorado, Georgia, Illinois, Indiana, Michigan, Minnesota, New Jersey, New York, North Carolina, Pennsylvania, Washington & Wisconsin. Some of these states require that we collect sales taxes on shipping as well as product. Some of these states collect a flat sales tax rate for internet sellers. We are doing the best we can to understand, support, and uphold the newest sales tax rules for internet sellers. Rest assured, the sales tax we collect will go to the state we are shipping to. Our sales tax id numbers are available upon your request.
For our Alabama customers, we must post this notice:
”Seller has collected the simplified sellers use tax on taxable transactions delivered into Alabama and the tax will be remitted on the customer’s behalf to the Alabama Department of Revenue.
Seller’s program account number is SSU-R 334-353-8153."
Thank you for continuing to support us during this time of internet tax change!