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SALES POLICIES
Revised 01/01/2012
Welcome to PrimoPumps.com where we make every effort to be sure your shopping experience is pleasant one. Our Sales Policies are listed below and we invite you to contact customer service directly at sales@primopumps.com or call us at 866-626-7867 (U.S.) / 530-622-3751 (International) with any questions or concerns.
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. Prices subject to change without notice. Mistakenly posted prices on the website do not obligate us to those incorrect prices. We reserve the right to refuse to sell to anyone for any reason.
All orders are subject to approval by our customer service and credit departments. We reserve the right to refuse any order.
Primo Pumps 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 Pumps for shipment of goods to a U.S. based freight forwarder. Please contact us at (530) 622-3751 or sales@primopumps.com for payment and delivery details.
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.
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.
*Business days are defined as Monday through Friday, except Federal holidays and seasonal holiday closures.
As a California Reseller we collect California Sales Tax (presently 7.25%) 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 we will be forced to charge sales tax on your order.
The delivery time for your order may vary subject to carrier shipping practices, delivery location, the items in you 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 at warehouses 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.
*Business days are defined as Monday through Friday, except Federal holidays and seasonal holiday closures.
Does Primo Pumps deliver 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 Pumps will deliver 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.
Do I have to sign for my Order?
We do not require signatures on packages unless specified by the customer. For your package safety, 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 up to 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.
Please inspect your shipment immediately upon receipt. In the event you receive a damaged or short shipment, 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 or sales@primopumps.com for assistance.
If you are not satisfied with your order for any reason please contact our Customer Service department to obtain an RMA number subject to the conditions listed below. After receiving an RMA number you may return your purchase for a refund or credit as outlined below. Your purchase must be returned 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.
General Stock Merchandise: Within 30 days of purchase.
Pumps & Engines: Pumps and engines may only be returned within 14 days of the date of receipt. For liability reasons, pumps must be in completely new condition without any oil, gas or water. Custom–ordered or custom–built pumps are only returnable if defective when first received.
Special Order Merchandise: Special Order (non-stock) merchandise is non-refundable and non-returnable.
Prepaid Cards: Gift Cards are non–refundable and non–returnable. Prepaid cards cannot be redeemed for cash. Specific terms and conditions are included with each card.
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.
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 the amount refunded.
