Shipping and Returns Policy
Updated: May 24, 2024
Don’t hesitate to contact us by phone or email with any questions. Contact details are at the bottom/footer of this page.
All shipments are F.O.B., the shipping point
Shipping Methods
We can ship with FedEx, Purolator, Dicom, or UPS. The size and weight of each item determines the shipping method. Items of differing sizes and weights may ship independently, by different methods, even if ordered together.
Large or heavy items will be sent by freight. There is a minimum $60 shipping fee for freight deliveries. Someone must be present to accept freight deliveries. Standard freight delivery is to a dock facility designed to receive freight. Twenty-four-hour notification, residential deliveries, lift gates, or inside deliveries are available for an additional charge.
I want to use my shipping account; how can I do this?
We can ship with any courier or transport company of your choosing, or we can send it with your company’s courier account if you request. Please contact us to set up a custom shipping account.
Do international orders have to pay customs, duties, and taxes?
Customers in the USA or Canada do not have to pay customs or duties. Ferndale Safety will take care of all necessary paperwork.
Certain provinces in Canada require sales tax on purchases.
International orders outside the USA and Canada may be subject to customs duties/fees. We can work with your customs broker, or you may choose to use our custom brokerage services. We will take care of all the shipping and customs documentation required. We will ship to your freight forwarder with your account number or your preferred carrier: UPS, FedEx, or DHL, or you can make arrangements to have your carrier pick up the order when it is ready.
International shipping (Outside the USA & Canada)
For international shipping, which includes all countries except the USA and Canada, please get in touch with us for a shipping quote. We have deals with exporters that allow us to offer outstanding international shipping rates. Unfortunately, we must provide you with a quote because our website shipping calculator may not work for international shipping.
Order processing
Orders received by 11 AM EST for stock items will be shipped the same day. Otherwise, your order will be shipped the next business day. Some unique and custom items take longer, and the delay will be communicated to you. We will contact you if any unexpected delays arise.
Product returns & exchanges
If you are unsatisfied with a product, contact us within 30 days of receipt. A refund will be arranged, excluding freight charges upon inspection. Custom-built or special items such as custom guarding, made-to-order, and special request items are excluded.
Returned merchandise must be shipped in its original packaging, freight prepaid, unused, and in resalable condition, or it will be subject to a 35% restocking fee based on the list price. The restocking fee is waived if the product is returned for an exchange.
Ferndale Safety inspects all returns and reserves the right to refuse credits on damaged, misused, or non-resalable items. Return processing typically takes five (5) business days after the package is delivered to our warehouse. During peak times, it can take longer than normal to process.
Return Merchandise Authorization (RMA)
BEFORE returning the product, call (855) 326-1243 for a Return Merchandise Authorization. All returns require an RMA number, which you must arrange in advance. Please have the following information on hand when calling:
- Company Name / Customer Name
- Invoice number
- Reason for return
Your only obligation is the freight charge and stocking fee, where applicable, provided your return is complete with the original packaging. Ferndale Safety reserves the right to authorize product returns after 30 days from the invoice date. If the product is accepted after this period, it is subject to a 35% restocking fee based on the list price, and a credit will be issued toward future purchases only.
For all returns, shipping and handling charges are non-refundable. The customer is responsible for shipping charges on the returned merchandise and should ship the product using a method that allows the package to be traced. The shipment should also be insured. If an order ships before the cancellation request, the customer is responsible for any freight charges incurred.
How to get your refund
If you return an item within the allowable return period, the refund will be applied to the original payment method. The refund must be issued to the same credit card you used to make the purchase. Once the return has been processed, the refund will appear as a credit back on your credit card within up to ten (10) business days.
How to make an exchange
If you need to exchange for a different item, please get in touch with Customer Service (see the bottom of this page). Exchanges are handled in the same manner as product returns. Exchanges will be offered for the same product or a product of equal value.
International returns (Outside of the United States and Canada)
You can return items within 30 days of receipt of delivery. Once you return an item, it can take up to 30 days for it to reach us.
We can only accept returns if you are outside of the United States and Canada.
All customers choose how to return the item and are responsible for shipping costs, as we do not cover the cost of the return shipping label. Send the products to the address on your RMA form, and select a prepaid, insured, and traceable delivery service. All returns must be postmarked within 30 days of your order being delivered. Send us the tracking information as soon as it’s available.
For insurance reasons, we recommend taking photos of the product and its packaging before sending it.
