Our goal is to provide you with the best service possible! With a focus on care and precision we have tailored a shipping policy that allows us to serve your needs with expert attention to detail.
Same Day Shipping
All in stock orders placed before 2PM EST M-F will ship the same day! In stock orders placed during weekends, holidays, or after hours will be shipped the next business day.
Orders totaling $199 or more (before tax) are eligible for free shipping. For orders under $199 the shipping cost can be estimated by adding the item to your shopping cart and then filling out the city, state, and zip code in the shipping estimator. TIP: Look to the right of the product price for the “Free Shipping” or “Plus Shipping” indicators to determine if you will be charged freight.
Items that require LTL Shipping may be subject to additional charges and ineligible for free shipping if the delivery address is residential, requires lift gate service, appointment delivery, or is difficult for a tractor trailer to access. In the event that additional services are needed to affect delivery you will be contacted prior to shipping.
Most customers will receive their shipments in 2 to 3 business days however, some areas may take up to one week.
As a convenience we offer delivery estimates with many of our products online. While these estimates are reliable the delivery estimate IS NOT a guarantee. The estimate is based on your IP address and current stock availability. If you browse our site in such a way that your location cannot be determined the default estimate shown is for our local area in Alpharetta, GA. Once you enter a shipping address at checkout a final estimate will be given based upon your Ship To zip code. The estimated date is subject to potential carrier delays, stock availability issues, and other circumstances beyond our control. If you require a guaranteed delivery date you must use an expedited shipping option.
Whenever possible we offer options for expedited shipping at checkout. We will make every effort to honor your selection when it comes to expedited shipping and if for some reason we can’t make the deadline we will be in touch with you as soon as possible. At that point you will have the option to reconsider your order.
Free Shipping Exclusions
Due to the volatility of shipping rates we are unable to offer free shipping on orders shipping to Alaska, Hawaii, and Puerto Rico. Special Order items, special delivery requirements, and oversized shipments which include palletized equipment and/or boxes exceeding 4ft in length or 50lbs in weight may also be excluded from free shipping unless otherwise specified on the product page.
Oversized tools and equipment that require LTL Shipping will include all shipping costs and price break down and will be displayed online. Based on the value of the tools or equipment you order we may require you to be present at the time of delivery and provide signature confirmation of receipt. For orders that require LTL (tractor trailer delivery) we will work closely with you to arrange a delivery time that suits you best. An agreed upon delivery appointment will be set with the carrier so that you know exactly when you need to be there.
Non-stock items and Backorders
We don’t always have every item in stock, and may require additional processing time. In those cases, we will still make every effort to have your order shipped within 1 business day. In many cases we will ship manufacturer direct straight to you. If there is a delay that prevents us from meeting this commitment we will communicate that prior to shipping and you will have the opportunity to reconsider your order. If you have any questions at all about shipping times please don’t hesitate to contact us prior to placing your order.
While we make every effort to package orders safely, there may be instances where you receive an order that has been damaged en route to you. If you receive an order that has been damaged in shipment please rest assured we will work hard to make it right. Depending on the circumstances, we may either refund or reship your order.
If you receive a damaged shipment:
- DO NOT REFUSE DELIVERY
- Notate the damage with the carrier before signing for delivery.
- Report the damage to us within 5 business days of delivery. Remember, the faster you report damage to us the better our odds are of facilitating a successful damage claim.
- Get pictures! Email pictures to Shipping@HeydenSupply.com Include at least one photo of each of the following items:
- the damaged box
- the damaged product inside the original box and with all original cushioning in place (take a picture of the merchandise in the box[s] before unpacking)
- a photo of the packing material used inside the box
- a close up photo of the shipping label including the tracking number
- a close-up photo of the box manufacturer’s certificate (BMC) if available (The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box – it is usually found on a bottom flap)
- 2 photos displaying all six sides of the package (One photo should display the top and two sides. The second photo should display the bottom and the opposite sides).
- Include your order number in your damage report to us.
Post Office Boxes
We do not ship to PO boxes. All orders must be shipped to a verifiable street address. If your order is submitted with a PO box for the ship to address it will be placed into “On hold” status until we can contact you to update the shipping information.
COD – Cash On Delivery
We do not offer COD as a payment method. All orders require payment in full prior to shipping.