Customer Service at Factory Equipment
At Factory Equipment, we receive several common questions on a regular basis. Our customer service team has answered those questions here for your convenience.
Please feel free to contact us at any time with any question you may have. If your question comes up at a time which falls outside of our regular hours of operation, you can send us a message or email at your convenience and a member of our customer service team will be in contact with you as soon as possible.
What is your warranty?
At Factory Equipment, the warranties which apply to our products are that they will be free from material defects or errors in craftsmanship for a period of 1-year from the date of the original purchase. Component parts and certain in-stock items may have manufacturer warranties which are shorter or longer than 12 months.
What can void my warranty?
The warranties at Factory Equipment do not extend to any end products or parts that are misused, neglected, damaged during shipment, damaged because of an accident, or damaged because of a failure to follow the instructions of the manufacturer. We highly recommend insuring all shipments to avoid damage-in-transit issues.
What does your warranty cover?
Factory Equipment may choose to repair or replace any unit which is under warranty and has a qualifying issue with the product. We may require that the product be returned to our factory in proper packaging, with transportation charges paid, for a warranty repair at our discretion. Any claims for field labor that has not been previously authorized or time charges that are submitted for a warranty claim without authorization will not be accepted. Factory Equipment cannot be responsible for any consequential damages which occur for any reason.
What is your return policy?
Written factory permission must be received prior to a return being accepted. All returns must be in a resaleable condition when received by Factory Equipment. All returns must be made within 30 days of the original shipment. Freight must be prepaid for all returns unless previously authorized to receive another return method. Restocking charges will apply.
How do I cancel an order that I placed?
If you accidentally placed an order, need to cancel an order because it is no longer needed, or need to make a change to your order, then this must be done before your order has shipped. Requests to cancel an order must typically be made in writing due to the nature of the items that we sell, especially items that are being built to custom specifications. It may take 60-90 days to process a refund, with custom and international orders having different requirements based on the individual order.
Do custom orders receive refunds upon cancellation?
Some custom orders may not be able to be canceled. All sales of customized items should be considered final by the customer. Although limited exceptions may be made on rare occasions, this is not guaranteed. You will need to talk with our customer service team at Factory Equipment for what options may apply to you.
What are your order terms and conditions?
Factory Equipment has a minimum order standard of $500. Prepay and add shipments are subject to a $50 service charge. Product specifications are subject to change without notice, so it is the customer’s responsibility to confirm critical specifications before an order is placed. Lead times can change without notice and are subject to change during peak seasons. Unexpected production delays may also change lead times, as will larger order quantities.
What if I missed damage during an inspection?
Shipments are made via FOB factory. Every product is inspected before shipment. Customers are responsible to inspect materials at the time of delivery. If damage is noticed, the shipment should be refused or written notice to the carrier should be made regarding the damaged materials. Carriers and Factory Equipment will not accept claims if damage is not noted at the time or delivery.
Delivery costs are also subject to change based on special requirements, fuel surcharges, and other individualized factors that are based on the product orders, geographic location of delivery, and more. Differences in freight estimates and actual freight charges are not the responsibility of Factory Equipment. All collect or third-party billing shipments must be handled by the customer for freight claims, including refused shipments.