Returns and Exchanges
What is your return policy?
You may return a product for refund, store credit, or exchange (if due to Tri-State Wastewater error) within 30 days of the order shipment date. The order shipment date and order notification are provided to you by e-mail. All returns must be accompanied with a Return Merchandise Authorization number (RMA #) obtained by contacting us
If we shipped you the wrong product, or it arrived defective or damaged
, no problem. Click the "Return" link on the Order Management page to arrange for the return of the item. Just contact us within 30 days of the item's original shipping date to arrange for the return of your purchase. Please use the "Return" link on the Order Management page to receive a RMA number for your return. We will refund you for your purchase, provided the returned item(s) are unused, the item(s) are received in "as new" condition and the item(s) are in their original packaging, along with all accessories, warranty cards, manuals, software, etc., where applicable.
If you ordered the wrong item, wrong size, or simply changed your mind
, we will refund you for your purchase (minus the shipping cost), provided the returned item(s) are unused and the item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, software, etc., where applicable, provided your purchase is in "as-new" condition, and the purchased product was not noted as a clearance, close-out or non-returnable item. When your return is received, you will be issued a refund to your credit card or an email gift certificate (store credit) for the merchandise only. (Please note that you will be responsible for return shipping costs of non-defective merchandise.) Some products may also be assessed a 20% restocking fee - please ask if you are unsure. All returns must be made within 30 days of the order shipment date. Additional restrictions may apply, please contact us for more information.
After you get your RMA number
, please use the instructions given to you when you receive your RMA to package your return. Ship the item(s) back to us, freight prepaid, to the following address:
Tri-State Wastewater Equipment Returns
RMA: [ include your RMA # here ]
4200 Christopher Ct.
Batavia, OH 45103
Can I just exchange my items for new ones?
If you need a different item than what you ordered, when your return is received, you will be issued a store credit for the amount of the item.
General Shipping Information
Do you have some general shipping information?
We won.t charge your credit card until your order has shipped. Orders placed before 1pm EST Mon-Fri (not including holidays) will normally be shipped the same day, if all items are in-stock (except items marked as .This item ships separately.). Orders placed after 1pm EST Mon-Fri will normally be shipped the next business day. However, during times of heavy order volume, orders may take up to 3-5 business days to ship, though most orders ship within 1-3 business days. Generally, all items on backorder or out of stock are marked as such on the site. All shipping transit times quoted are business days (Monday-Friday), not calendar days.
For domestic orders, you can choose between three service levels (Ground, 2-Day, and Next Day). When you order ships, you will receive an email with a tracking number. You will also to be able to view your order status and tracking numbers in your account order history.
For orders shipping outside of the U.S., we provide the best, most economical shipping available. Your package will usually arrive within 3-6 business days after shipping and will have tracking information, if available. You will receive the tracking number in you shipping confirmation e-mail, if that information is available. You will probably be charged import taxes and fees for your order . please check with you customs office if you are unsure of these fees.
Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we issue a full refund (excluding shipping charges). We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our Web site.
If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us.
Why Was My Package Undeliverable?
Our carriers may deem a package undeliverable for one of the following reasons:
If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order.
If an APO or FPO address
is entered as an international address, the package will not reach its destination. Click here for more information on entering an APO or FPO address on the order form.
If a post office box address was entered in a format our system does not recognize, the package may be shipped through a carrier that cannot deliver to a post office box. To ensure that such packages are routed through the proper carriers, please do not enter a post office box number in the address field. Also, if you are a private mailbox holder (use a local commercial mail receiving agency), do not use "Box" for your mailbox number, instead use # or PMB. This will ensure that your address is not mistaken to be a P.O. Box, and that orders can ship to you via the correct carrier.
In rare cases, it is also possible that the address label became illegible
during the shipping and handling process, or that the carrier made a mistake and left the package at a different address then what was printed on the label.
Failed Delivery Attempts.
Most of our carriers make three attempts to deliver a package. Packages that contain more than $400 of merchandise will always require a signature; otherwise, it is generally up to the driver.s discretion to determine whether a signature is required. If the driver feels it is best to obtain a signature and no one is present to accept the delivery after three attempts, the package will be returned to us.
Refused by Recipient.
If a recipient is not expecting the delivery, they may refuse the package if they believe it was sent to them in error. If you still want to send the items, you may want to let the recipient know that the delivery is on its way.
Items Requiring Special Handling
What if my shipment is Oversized and/or Heavy?
Items that are extremely oversized or weigh over 100 pounds are marked on their product detail pages as requiring special handling and will ship separately from other items in your order. The shipping charges for these items are either indicated on their product detail pages or will be calculated for you at the last step of the purchase process before you send us your order. Please note that each shipment of these items requires an adult signature upon delivery. Once your order leaves our fulfillment center, you will be contacted by the shipper within 7 business days to arrange a specific time for delivery.
Due to warranty issues and manufacturer restrictions, we are unable to ship all products to all geographical locations.
What if my shipment is Palletized?
Large items that are palletized will be shipped via LTL Truck Freight and will require an off-loading dock to receive the shipment.
Due to warranty issues and manufacturer restrictions, we are unable to ship all products to all geographical locations.
Is expedited shipping available?
We have expedited shipping options available for domestic orders only. This includes Next Day, 2-Day, and 3-Day shipping options. Orders must be placed before 1pm EST Monday-Thursday to receive expedited delivery in the time frame specified; and only if the items are in stock. Expedited delivery orders received after 1pm EST or on Friday/Saturday/Sunday normally ship the next business day. Some orders may be subject to verification of billing/shipping information, and may be delayed because of this.
During times of heavy order volume, expedited shipments may take up to 3-5 business days to process and ship, and shipping dates cannot be guaranteed. We will post estimated processing times on the checkout page.
We cannot deliver to a P.O. Box. We must have a physical address to ship to. We are not responsible for delays or mis-shipments when a P.O. Box address is used.
Will my expedited order arrive on Saturday?
No. We do not offer any expedited Saturday delivery options. All transit times are business days, not calendar days, unless otherwise specified.
APO / FPO Shipping
Can you ship to APO / FPO addresses?
We are able to ship most of our products to U.S. Military APO/FPO addresses. Some products cannot be shipped to APO/FPO addresses and those are marked on the product detail page with an Export Restriction notice. This notice reads: .We cannot ship this item outside of the U.S..
Unfortunately, we cannot supply tracking numbers for shipments to APO/FPO addresses. We send all shipments to APO/FPO addresses using the U.S. Postal Service.
When completing your Shipping Address during checkout, please make note of the following:
- The City must be entered as either .APO. or .FPO.
- The State must be selected as either .AA. .AE. or .AP.
- You must enter your zip code.
- Always remember to enter the receiver.s full name, grade, and PSC or unit number.
Please note, orders shipped to an APO/FPO address do take longer to be delivered. Please allow 2-4 weeks for your package to arrive.
How much is shipping?
It depends on what you are ordering, how much you are ordering, and where it is shipping. You can determine the cost of shipping your order by creating a shopping cart and proceeding to checkout. You will need to fill out your shipping address in order to view the shipping amount. You do not have to purchase the items in your shopping cart in order to view the shipping amount.
Do you ship outside of the United States?
Yes. After placing items in your shopping cart, proceed to the checkout area. Complete the Shipping and Billing information, including selecting your country. We ship orders via common carrier or via a freight forwarder for International orders. We offer reasonable shipping rates (compared to other express carriers) and fast delivery times. We do not use the US Post Office for International orders because they do not offer a suitable package tracking system.
Your shipment should arrive in about 4-6 business days, and when your order ships we will send you a tracking number via e-mail if it is available, so you can monitor the status of your shipment.
Will I have to pay customs fees on my order?
Your order will probably be charged customs fees (taxes, duties, processing fees, brokerage fees, etc.) when it arrives. Unfortunately, Tri-State Wastewater Equipment International, LLC. has no control over these fees. If you are not familiar with the customs fees in your country, please check with your local customs office for more information.
The shipping charges you pay to Tri-State Wastewater Equipment International, LLC. do NOT
include customs fees, import taxes, brokerage fees, or duties. If you refuse to pay the customs fees when your order arrives, the shipment will be returned to Tri-State Wastewater and we will be charged the customs fees plus return shipping costs. Therefore, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees.
Tri-State Wastewater Equipment International, LLC. has no way of estimating customs fees, taxes, duties, etc. so please do not ask us to do so. We don't have this information. Please contact your local customs office if you need to know more.
It is possible that the delivery of your order could be delayed due to customs processing. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Also, some customs offices will send a separate invoice for your customs fees that could arrive several weeks after you receive your shipment. Please be familiar with the customs laws in your country before you order!
Why isn't my country in your list?
We have chosen not to ship to some countries for a variety of reasons (our carriers do not deliver there, we have products that cannot be easily shipped to these countries, or we have had a high rate of fraudulent orders coming from these countries). We appreciate your interest in Tri-State Wastewater Equipment International, LLC., and we would like to apologize for any inconvenience this may cause.