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  • Shipping

    • Item Availability - Most items on our site are In Stock and ready to ship.

    • Shipping Costs - All orders are shipped UPS, FedEx Ground, or freight. Shipping costs are calculated on your order once you have entered your shipping address in our shopping cart. Shipping is weight based and we try to base shipping on actual costs.  The only exception to this is "oversized items" that must be shipped freight. Costs for shipping are added on a per item basis and vary depending on that item's size and weight.

    • Oversized Items - An Oversized Item that is sent via a freight trucking company will usually arrive to your designated shipping address within 7-10 full business days after leaving the warehouse. Most Oversized Items leave the warehouse within 3 days. Business days are Monday-Friday, excluding federal holidays within the United States.

      • The delivery company will contact you by phone to schedule a delivery date and time window.

      • Typically, there will be a minimum of a four-hour timeframe for the delivery and an adult must be available to accept, inspect, and sign-for the delivery.

      • The item will be delivered to your designated shipping address. The freight delivery company is not responsible for unloading the item from the truck or carrying the item into the building.

      • Your package is likely to be heavy and large; therefore, we recommend that you have someone with you to help unload the item from the truck and carry it inside.

      • The total charge does not include inside delivery, removal of cartons, or assembly.

      When your order is delivered you should immediately inspect the carton for any potential damage that may have occurred during shipment. Carefully inspect the packaging as well as the contents of the package. It is normal for the carton to show some wear; however, if damage did occur follow these steps:

      • Accept the package, but make a note of the damage on the shipping receipt, sign and date it. The delivery person should also sign the slip and leave a copy for your records.

      • Contact Trench Drain Supply Customer Service immediately. Please include your order number when you contact us.

    • Tracking Your Order - We will keep you up to date on the status of your order through our order status page. Once your order has been shipped, we will supply you with a tracking number to track your order through the shipping company address.

  • Payment

    • Payment Options - You can pay for your  order with American Express, MasterCard, VISA, Discover, or your PayPal account. You can also mail checks and money orders to us as payment for your order. We do not accept COD or lay away. If you do not have a credit card or checking account, please contact us so we can discuss other options of payment for your order.

    • Sales Tax - State law requires we charge sales tax on orders shipped to addresses within the state of Virginia.

    • Discounts and Coupons - Discounts will automatically be applied to your order if the order meets the requirements for the discount (i.e. - discounted shipping on orders over $100.00). To redeem a "coupon", enter the coupon code in the coupon code field at check out.

    Online Store Information

  • Your Order

    • Emails About Your Order - After you place your order, you will receive e-mails about your order. Below are examples of e-mails you might receive:

      • Order Confirmation. This e-mail confirms that we have received your order. It includes your order number. Keep this e-mail for your records.

      • Shipment Confirmation. This e-mail confirms that your order or part of your order has shipped. You may receive multiple e-mails depending on the items you selected. The arrival time of your order depends on the item selected and your shipping location.

      • Important notice about your order. There are a few reasons why you would receive this e-mail, including: difficulty in processing your order, inability to ship to the address provided, duplicate order, cancellation of order.

    • Order Status - You can check your order status on our order status page.

    • Tracking Your Order - You can track your order once it has been shipped from our warehouse. You will be able to access your tracking number on the order status page. You can then use this number to track your order to your door on our tracking page.

    • Delivery of Your Items - Delivery of your items can take anywhere from three to eight full business days, depending on your location. Items that are shipped via a freight trucking company arrive within 7-10 full business days after leaving the warehouse due to their size and weight. Most oversized items shipped via freight trucking company leave the warehouse within three full business days. Business days are Monday-Friday, excluding federal holidays within the United States.

    • Cancellations - Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

      • Item(s) not available.

      • Difficulty in processing your payment information.

      • Cannot ship to address provided.

      • Duplicate order was placed.

      If your order is cancelled, you will receive an important notice regarding your order via e-mail which will explain the reason for the cancellation. You will not be billed for any cancelled items.

      Changing or Canceling Your Order

      After you have reached our "Thank you for your order" page, your order begins to process. We may be able to cancel if contact is made before we ship, normally within 24 hours.

  • Returns and Warranties

    • Damaged or Defective Items - If your item is damaged or defective, please contact us within 48 hours of delivery. We will instruct you on how to return the item for a replacement or refund.

    • Returning an Item - If you would like to return a product due to shipping damage, or you received the wrong item in error.... please contact us at within 48 hours of when you received the product. We will then make a plan to fix the situation

      If you are returning the product for any other reason, the buyer is responsible for the shipping charges to return the item, as well as a 25% restocking fee. Items cannot be returned if more than 14 days has passed since your order was marked as SHIPPED.

    • Returning an Oversized Item - We cover shipping charges on returned Oversized Items only if the item arrives at the designated shipping address defective or damaged. We do not cover shipping charges on Oversized Items that are returned due to "buyer remorse." Please note: shipping charges can be expensive for Oversized Items.

      Follow these steps to return an Oversized Item:

      • The item(s) must be unassembled and packaged securely. If possible, please package item(s) in original package.

      • Enclose the bottom portion of the original packing list with the return item(s). Keep the top portion for your records.

      • Please supply your order number when you contact us.

      • You can expect a refund in the same form of payment originally used for purchase within 30 business days of our receiving the item(s).

      • You will be refunded the shipping cost only if the return is a result of a manufacturer error or our error.

    • Product Warranties - Many of the items that are sold come with a manufacturer's warranty. For additional information on the manufacturer's warranty for a specific product, contact the manufacturer directly.

    • Parts and Repairs - Please contact the manufacturer of an item directly with any parts and repairs questions.

  • Safety, Security and Privacy

    • Secure Shopping Guarantee - Trench Drain Supply offers you a secure site to enter your payment details. At no time does Trench Drain Supply collect, view or store your payment details. See www.paypal.com for more information on their security.

    • Use of Cookies - A "cookie" is a small file stored on your computer by a web site and gathers certain information about your activity on the site. We use cookies only to provide a mechanism that allows us to maintain your shopping cart. Our cookies do not store any personal or financial information about you. Most web browsers automatically accept cookies and allow you to disable the use of cookies. However, if you disable this feature, certain aspects of the Trench Drain Supply.com web site, such as the shopping cart, will not function properly. If you select the "Remember Me" feature on our customer details page, we will also use a cookie to remember your customer information you gave us so you don't have to enter that information each time you visit our site.

    • Privacy Statement - We have created this privacy policy in order to demonstrate our firm commitment to Internet privacy. We use the information collected to process orders and to provide you a personalized shopping experience. We respect your privacy and we never provide any personal information to any companies or services outside of Trench Drain Supply