Orders of in stock items are typically shipped within 1-3 business
days of order placement. Orders containing custom manufactured parts of
specialty sourced items may take longer to ship.
Please keep in mind that we only process orders Monday through
Friday. Orders placed on Thursdays could ship Friday or Monday, while
orders placed on Fridays could ship Monday or Tuesday and still be
within our shipping policy. If the product you have
ordered is not in stock, we will notify you of this.
How do I determine the shipping cost on an item? Simply add the item(s) you would like to your cart, and enter your shipping zip code in the space provided. Once you submit your zip code, the website will pull up shipping costs automatically for any items in your shopping cart. For large shipments requiring truck delivery see below.
What shipping methods do you use? Small packages UPS Ground is our standard method of shipping; other UPS services may be available. Our web server automatically contacts the UPS computers to determine the current rates and provides you with shipping cost once you add a product to your cart and enter your delivery zip code. These rates are based upon the weight of the items being shipped. UPS cannot Ship to PO Boxes.
Call For Shipping orders require we gather information from your order to determine the best shipping method and carrier.
Truck Deliveries: Most of our trucking carriers offer Curb Side Delivery to a customer’s location either residential or commercial. Curb Side Delivery means it’s the responsibility of the customer who is receiving the shipment to have the means to unload by (fork lift or loading dock). If you don’t have either a fork lift or locking dock you may require the assistance from a family member, friend or workers to offload the equipment. Lift-gate Services are available for truck deliveries which assist the driver to bring your unit down to ground level. Please advise us at the time of order if this is needed as it must be prearranged, additional charges apply. Residential & Farm Deliveries: Trucking carriers impose additional shipping costs to a residential address. The additional fee is due to shipping carriers not being able to use 18 wheelers down residential streets and need to switch to smaller trucks. Tru Supply Company is not responsible for additional shipping costs to a residential address. Trucking companies will determine the type of delivery.
How long will it take to get my order? We normally ship all orders within one to three business day of the date the order is placed. If we do not have an item in stock, we will then attempt to ship the items directly from the manufacturer. If this is the case with your order, the status will be updated to "Direct Shipment from Manufacturer." Typically, this adds 1 - 2 days to the time it takes to ship out, and the actual transit time could be more or less than the estimate on the website.
UPS does not count weekend days as days towards delivery. Ground is typically 1- 5 days from the shipping date (See diagram above), depending upon location. An estimate is given at the time of your order. Please keep in mind that the day an item is shipped is not included in the counting.
Shipping Damages and Claims: When you receive a freight LTL shipment, you must inspect all merchandise before signing the BOL (bill of lading) with the carrier. If any damage has occurred please refuse the merchandise and tell the driver that you are refusing due to damage. Once the driver leaves please contact our customer service dept. at 516.532.5718. Our customer service dept. will open up a freight damage case and provide you with a case number which you can track your claim. All freight claims are subject to the inspection of the carrier. All claims can take up to 30 days for the carrier to complete. Please note, if you sign the BOL with no damage present, Tru Supply Company cannot be responsible for any replacement or refund for the merchandise or shipping charges. If concealed damage is present we cannot be responsible unless this was notated with the driver of the carrier. Please make sure all merchandise is inspect thoroughly before signing off.
Do you offer free shipping? We strive to have the lowest price on all of our products, which means we don't include shipping costs in the product price. Because of this, shipping is an additional charge for all orders. Free Shipping may be offered on specially marked items only. Cancellations or Changes:
We understand plans change and orders sometime need to be canceled or changed. During regular business hours, you can cancel your order by simply phoning us AND CONFIRMING with an email before the expected shipping time. Please try and reach an agent. Please do not leave cancellations on the voice mail. During busy periods, after hours and weekends, to cancel your order, just email us at firstname.lastname@example.org. Please include your order number.
Orders which are not yet shipped can be cancelled without penalty. SHIPPED orders cannot be immediately cancelled. First they must be received and then returned for credit. Refused deliveries or undeliverable shipments will be charged freight, handling fees, and a restocking fee which varies by manufacturer. Credit to your account occurs once products are received back and inspected by us.
No Returns on CTP products, masonry anchors or custom items; other restrictions and charge back fees may apply. Changes:
We can REMOVE items from your order only. Additions and item substitutions are best handled by canceling the entire FIRST order, and placing a new SECOND order. In this case, you will receive 100% credit on the first order (if it has not shipped). Cancel or remove items from the first order as noted above.