Shipping & Returns

Shipping

Where we ship

We ship to commercial and residential addresses throughout the contiguous United States from our Burlington, Massachusetts warehouse. Orders to Alaska, Hawaii and outside the United States are quoted individually; please contact us before ordering.

Shipping methods and rates

At checkout you can choose from the FedEx services we quote live for your address: Ground, Express Saver, 2Day and Standard Overnight. The rate shown is what you are charged. If we cannot quote your order online (for example, an item without carton dimensions on file, or an order too large for parcel shipping), it ships by the most economical method and the freight is confirmed with you before it is billed.

Account customers may also choose delivery on our own truck within our local service area, or pick up at our Burlington counter. Freight on account orders is added to the invoice when the order ships.

Processing time

Orders for in-stock items placed before 2:00 pm Eastern on a business day are normally picked and shipped the same day. Orders placed later, or for items we build or bring in to order, ship as soon as they are ready; we will let you know the expected date. Business days are Monday to Friday, excluding federal holidays.

Large orders and freight

Orders of more than about sixty cartons, or any order containing oversized items, ship as freight rather than parcel. We will contact you with a freight quote and a delivery appointment before the order leaves our warehouse. A loading dock or forklift is helpful; if you need lift-gate service, tell us when you order.

Damaged or missing items

Please inspect your delivery before signing for it and note any damage on the carrier’s delivery record. Report shortages or damage to us within five business days of delivery, with photographs where possible, and we will replace the affected items or credit you.

Returns

Stock items

Unused stock items in their original, unopened packaging may be returned within 30 days of the invoice date. Please contact us for a return authorization number before sending anything back; returns received without one may be refused. Returned goods are subject to a 20% restocking charge, and the customer is responsible for return freight unless the return is the result of our error.

Special orders and custom sizes

Filters made to order, non-standard sizes and items we bring in specifically for you are not returnable except where they are defective or do not match what was ordered.

Our error

If we shipped the wrong item, the wrong quantity or a defective product, we will arrange the return at our expense and ship the correct goods or issue a full credit, whichever you prefer.

Refunds

Credits for card orders are returned to the original card within five business days of the goods arriving back with us. Credits for account orders are applied to the account.

Questions

Call us at (781) 272-0060 or send a message and have your order or invoice number handy.