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SALES POLICIES
Revised 03/17/2019
Welcome to PrimoSupply where we make every effort to be sure your shopping experience is a Primo experience! Our Sales Policies are listed below and we invite you to contact customer service directly at sales@primosupply.com or call us at 866-626-7867 (U.S.) / 530-622-3751 (International) with any questions or concerns.
All orders are subject to approval by our customer service and credit departments. We reserve the right to refuse any order.
Although we do our best to ensure our website contains accurate product information and specifications, individual product descriptions and specifications are claims of the respective manufacturer and/or distributor and are not guaranteed accurate. All prices are subject to change without notice. Mistakenly posted prices on the website do not obligate us to honor those incorrect prices. We reserve the right to refuse to sell to anyone for any reason.
Please inspect your shipment immediately upon receipt. In the event you receive a damaged or short shipment PLEASE DO NOT REFUSE THE PACKAGE, you must immediately file a claim with the carrier. Under ICC regulations this claim is the consignee's (your) responsibility. Please contact our customer service department 866-626-7867 (U.S.) / 530-622-3751 (International) or sales@primosupply.com for assistance.
The delivery time for your order may vary subject to carrier shipping practices, delivery location, the items in your order and occasionally by other circumstances beyond our control. Products may be delivered in separate shipments.
Some items ship directly from carefully selected vendors and manufacturers. Other items are stocked in our warehouses located around the country and delivered by a common carrier.
In many instances, delivery personnel will deliver your order to your front door. Some items ship via freight and a loading dock may be needed. If one is not available, delivery personnel will bring your order to the tailgate of the delivery truck and you are responsible for unloading the items and bringing them into your building. Lift gate services are also available at an additional cost which you must arrange for in advance with us or pay directly to the freight carrier.
On truck shipments to residential addresses the carrier will typically contact you to schedule a delivery appointment prior to attempting delivery. Please try to respond to the carrier as soon as possible to schedule delivery and avoid additional delivery delays.
*Business days are defined as Monday through Friday, except Federal holidays and seasonal holiday closures.
Delivery to Mail Drop locations
A "Mail Drop" location is an address where a business or service accepts mail deliveries on behalf of a customer. Primo Supply can ship to Mail Drop locations with a physical address such as a UPS Store (formerly Mail Boxes Etc.). However, Primo Pumps is unable to deliver to Post Office Boxes or APO/FPO addresses, which are military overseas mail drops. Please note that Mail Drop locations may not be able to accommodate truck shipments.
Do I have to sign for my Order?
For your safety, packages valued at over $500 typically require a signature release unless otherwise requested by the customer and approved by our Credit Department.(ALL truck shipments require a signature). It is best to have someone available to sign for your order during the hours of 9:00 a.m. – 5:00 p.m., Monday through Friday, except holidays (UPS may deliver to residential addresses between 8:00 am and 7:00 p.m.). In certain instances, your order may not be suitable for driver release. The driver will leave a note with instructions on how to receive your order, or you will be contacted for a redelivery. Residential freight deliveries will normally be preceded by a phone call from the freight carrier arranging for a delivery appointment. NOTE: WE CANNOT BE RESPONSIBLE FOR LOST OR DAMAGED SHIPMENTS WHERE THE RECIPIENT DOES NOT SIGN FOR THE SHIPMENT.
Primo Supply website and US retail business is operated within the continental US for customers within the US and therefore we do not accept online orders shipping or billing to international addresses. Orders placed through our website can be delivered to street addresses (not P.O. Boxes or APO/FPO) in the continental US, Alaska and Hawaii only.
International customers are free to place an order with Primo Supply for shipment of goods to a U.S. based freight forwarder. Please contact us at (530) 622-3751 or sales@primosupply.com for payment and delivery details.
All orders are processed in the order they are received. Orders for in-stock merchandise, placed on our regular business days* by 12 noon Pacific Time, will usually ship the same day. (Where credit approval and product availability are confirmed by 12 noon on the same business day* that the order is placed) During times of heavy order processing some orders may not leave until the next business day. Orders with expedited shipping requested will be given priority where possible.
Special Order items, custom built items and items drop shipped from alternate warehouses may require additional processing time.
Truck shipments may be delayed an additional 1-2 business days depending upon carrier pickup schedules and additional time required to palletize shipments for transport.
*Business days are defined as Monday through Friday, except Federal holidays and seasonal holiday closures.
We accept Visa, Master Card, American Express and Discover for all types of orders (internet, phone, fax, mail). Upon submission of your order, Primo Pumps will verify your payment account information prior to processing the order.
International orders require prepayment via wire transfer. Contact Customer Service at (530) 622-3751 or sales@primopumps.com for wire transfer details.
Unless the return is the result of our error, Shipping charges are non-refundable and all returns are subject to a minimum 20% restocking fee. Please insure any return shipment for it's full replacement value as returns damaged during return shipment may be subject to additional fees or rejected at our discretion.
If you are not satisfied with your order for any reason please contact our Customer Service department. If you wish to return any item(s) you will first need to obtain a Return Material Authorization (RMA) number by completing our Online Return Request Form. Issuance of an RMA number is subject to the conditions listed below. After receiving an RMA number you may return your purchase for a refund, replacement or exchange as outlined elsewhere on this page. All returns must include our RMA # on the outside of the box. Product(s) must be returned within 30 days of date of invoice, in unused & saleable condition with the original packaging, manuals and parts. Please see specific guidelines for Returns By Category below.
Click HERE to complete our online Online Return Request Form.
General Stock Merchandise: Returns must be received at our facility within 30 days of date of invoice, in unused & saleable condition with the original packaging, manuals and parts. Returns received without prior authorization, in used condition or without all original parts and packaging may be rejected at our discretion. Returns are subject to our Refunds and Restocking Fees outlined above.
Pumps & Engines: Must be in completely new condition without any oil, gas or water having been added to them. Custom–ordered or custom–built pumps are only returnable if defective when first received.
Foam, Gel & Fire Retardants: For product liability reasons the manufacturer's of these products do not accept returns, therefore all sales of these products are final/non-returnable.
Special Order, Closeout & Discontinued Merchandise: Unless otherwise specified these items are non-returnable.
Promotional Items: Any product that is returned without a promotional item(s), which was included in the original transaction, will have the value of the promotional item deducted from any amount to be refunded.
Prepaid Cards: Gift Cards are non–returnable and non-refundable. Prepaid cards cannot be redeemed for cash. Specific terms and conditions are included with each card.
As a California Reseller we collect California Sales Tax on all merchandise delivered to a California location. If you desire to claim exemption as a registered California Reseller State Law requires us to have a signed Sales Tax Exemption certificate on file at our offices prior to shipment, otherwise you will be charged sales tax on your order. Sales Tax charges are non-refundable unless the result of our error.
Unless otherwise specified, all orders are shipped via UPS GROUND service, insured for the replacement value of the merchandise. 3-Day, 2nd Day and Next Day Air service is also available at additional cost. Please note that our standard cutoff for processing UPS shipments is 12 noon Pacific Time.
Any item(s) which state "Will be shipped via: TRUCK" will be shipped via freight and require a separate freight quote not included in the automated online ordering process. After placing your order we will contact you with a freight quote to your destination zip code and wherever possible we will combine other items onto the pallet to save shipping costs. Lift gate service is available at additional cost and is highly suggested for ease of unloading at your destination. Please note that optional lift gate and other services are available at reduced negotiated rates when requested through us PRIOR to shipment. Optional services added AFTER shipment will be payable directly to carrier at their standard published rates.
To obtain a freight quote prior to placing an order please contact us at 866-626-7867 (U.S.) / 530-622-3751 (International) or sales@primosupply.com with your destination information.
Note: From time to time we are asked if we can ship via a customers alternate preferred freight company. In most cases we can accommodate this request however a $150 processing fee will apply for the additional paperwork and logistics involved in working with another freight company.
You can shop at PrimoSupply.com with confidence.
We have partnered with PayPal.com, a leading payment gateway & processor, to accept credit cards and electronic check payments safely and securely for our customers.
Paypal.com manages the complex routing of sensitive customer information through the electronic check and credit card processing networks.
The company adheres to strict industry standards for payment processing, including:
128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
Industry leading encryption hardware and software methods and security protocols to protect customer information.
Compliance with the Payment Card Industry Data Security Standard (PCI DSS).
For additional information regarding the privacy of your sensitive cardholder data, please read the PayPal Privacy Policy.
At PrimoSupply.com we strive to offer the best possible products to meet your needs.
Unless otherwise specified, all products are warranted against manufacturing defects as follows:
Products are warranted to the original user to be free of defects in material and workmanship for a period of 12 months from date of sale. Evidence of this date of sale must be provided when claiming repairs under warranty. It is recommended you retain all receipts in a safe place.
Primo Supply (Western DataLynx Inc.) liability under this warranty shall be limited to repair or replacement, at our option, without charge, FOB our distribution center or authorized service agent, when the merchandise is returned, transportation charges prepaid by the customer, and when upon our examination, it is disclosed to our satisfaction to be defective.
If the fault has been caused by misuse, abnormal conditions of operation, tampering or modification, repairs will be at the expense of the customer. In this case, an estimate will be submitted for customer approval before the work is started.
Primo Supply (Western DataLynx Inc.) will not be liable for any costs of removal, installation, transport or any other charges that may arise in connection with the warranty claim. Customer is solely responsible for costs of returning merchandise to Western DataLynx for inspection. If no warranty issue is found with merchandise, customer will be responsible for any/all inspection fees and return shipping charges.
This warranty is subject to compliance by the original purchaser with all directions and conditions set out in any applicable Installation and Operating Instructions. Failure to comply with any such Instructions, damage or breakdown caused by fair wear and tear, negligence, misuse, incorrect installation, inappropriate chemicals or additives in the water, inadequate protection against freezing, rain or other adverse weather conditions, corrosive or abrasive water, lightning or high voltage spikes or through unauthorized persons attempting repairs are not covered under this warranty.
Primo Supply (Western DataLynx Inc.) shall not be liable for any loss of profits or any consequential, indirect or special loss, damage or injury of any kind whatsoever arising directly or indirectly from the product or any defect, and the purchaser shall indemnify Western DataLynx Inc. against any claim by any other person whatsoever in respect of any such loss, damage or injury.
Some states do not allow the exclusion or limitation of incidental or consequential damages or limitations on how long an implied warranty lasts, so the above limitations or exclusions may not apply to you. The warranty gives you specific legal rights and you may also have other rights which vary from state to state.
This guarantee applies to all states and territories of United States of America and Canada only.
Note: Some items may need to be returned directly to their respective manufacturer for warranty coverage. Please contact us for a return authorization prior to returning ANY item for ANY reason.
Exceptions to the above standard 1 year warranty include, but are not limited to:
All gas/diesel engine warranties are handled directly by engine manufacturers authorized service centers.
Davey Water Products repair parts are warranted for 90 days from date of sale.
Barricade Fire Gel is warranted directly with the manufacturer for 3 years from date of sale.
Home Firefighting™ Pump Systems & Cart Systems 5 Year Limited Warranty covers defective parts & labor to repair same only, with all transportation costs to/from Service Center the responsibility of the consumer.
Refurbished products may carry limited warranties. Please read the product description for details.
NOTE: All products & services are sold on condition that the user has evaluated them to determine their suitability for their particular application. As we have no control over a customers use, maintenance or application of our products, our liability under this warranty is limited to servicing, adjusting or replacing any merchandise returned to Primo Supply/Western DataLynx Inc. under this limited warranty.
