ONLINE STORE POLICIES

Orders are packed and shipped Monday-Friday. Most orders are shipped within 48 hours. We strive to expedite your shipping as quickly as possible. You will receive a shipping confirmation email with a tracking number when your order ships. Delivery times vary depending on carrier. During our busiest times of the year it may take longer for your order to arrive. We try to keep all products in stock; however, sometimes we get caught without the item you may need on the shelf. If an item is out of stock, please allow 1-4 weeks for delivery. Below is our standard transit timing for domestic orders only.

• USPS First Class Mail: Arrives about 2 – 6 business days from ship date
• USPS Priority Mail: Arrives about 3 – 5 business days from ship date
• UPS Ground: Arrives about 5 – 7 business days from ship date

We ship to all 50 United States, the U.S. territories and most international countries.

Please note: International shipments may be subject to import taxes, duties and customs fees, which are levied once your package reaches the country of destination, and are the responsibility of the recipient. We are not responsible for items/packages held at customs etc.

All orders shipped by truck will be shipped truck freight collect. Colonial Metalworks will attempt to determine the most cost effective option. Shipping to residential addresses will result in higher freight cost. Commercial addresses are preferred. All product is counted and marked on the Bill of Lading prior to shipment. Any shortages or damages must be noted on the paperwork at time of delivery and the freight company notified by phone prior to contacting Colonial Metalworks. Colonial Metalworks assumes no responsibility after 3 days from the date of delivery. 

All expenses resulting from refused shipments will be the responsibility of the customer, regardless of the reason. Customer will be notified by mail that a balance remains on their account until settled. Any orders placed after the order in question will have these charges added to the total, thereby reimbursing Colonial Metalworks. 

If your package is missing, (i.e. tracking says delivered but it is not there) please contact the carrier and file a claim, then please notify us with your claim information. We will do our best to accommodate you and your order.

Though the vast majority of our orders result in happy customers, things do occasionally happen. We strive to ensure customer satisfaction, and we will work quickly to resolve the situation. As such, please review our policies regarding returns.

Should there be any questions about a warranty, defect, or return issue, before initiating the formal return process, we encourage customers to send an inquiry to our customer service department’s e-mail address (located on the Contact Us page) and be prepared to send any supporting pictures or measurements related to your inquiry. We have found the vast majority of our return claims could have been resolved without actually returning products. These inquiries also virtually eliminate warranty denials after customers incur the expense of sending parts in for inspection. 

 If you believe you have received the wrong parts, or have been shorted parts, please double-check the order first. Part numbers received should match what is on the order. Please contact us immediately regarding any mistakes with your order. You must alert us of any errors within 5 business days of receipt of merchandise.

If you believe an item is missing from your order, please carefully inspect packages and packing materials. We will sometimes combine smaller products within a larger product’s box to reduce shipping costs to customers. Also, it is easy for small items to hide behind and under the packing material.

In the event a problem is found, Colonial Metalworks will determine the simplest, quickest, and most convenient way to resolve the issue. Colonial will issue a return / call tag on any mis-shipped items when it is determined to be our fault. We always strive for perfect shipping records, but unfortunately, we are human, just like you. On rare occasions mistakes will happen. 

Contact our customer service department and obtain an RMA number. Items returned without an RMA number will not be accepted.

All returns must be in “like-new” condition with all original packaging and documents. No items that have been installed or modified in any way are accepted.

When it is determined that Colonial is at fault, we will send the correct part and issue a return / call tag for the incorrect part. If the incorrect part is not returned within 14 days of receipt of the replacement part, the customer will be charged for the the incorrect part, including shipping. There will be no credit issued for original shipping costs.

Customer is responsible for all shipping costs associated with a return where Colonial Metalworks is not at fault. This includes original shipping costs and all return shipping costs.

The following items cannot be returned for any reason: custom parts, special order parts, electrical items.

Colonial will not accept partial returns. If items were purchased in kit form, they must be returned in kit form. In other words, Colonial will not accept returns on individual components that make up a kit.

The customer is responsible for ensuring return items are packaged securely – Colonial will not be responsible for damages obtained in transit. Never use duct tape or electrical tape to seal a package.

Colonial reserves the right to charge re-stocking fees and to refuse to return any order under any circumstance. Colonial will refuse any return with shipping charges, duties, or customs that are not prepaid.
 

If you intend to cancel your order for any reason, please do so within 30 minutes of placing the order. After normal business hours, when you cannot call and speak to a live Representative, please call our office (772-242-3221) first thing the next morning. We open at 8:00 AM EST.

You cannot cancel an order via e-mail. You must talk with a live sales representative over the phone to cancel your order. There will be a cancellation fee of up to 10% on all cancelled orders. Colonial Metalworks reserves the right to cancel any order for any reason.

Some financial institutions may take up to 14 business days for a credit to be placed back in your account. 

Colonial Metalworks will accept exchanges as long as the items are new, unused, and in their original packaging. Customer is responsible for all shipping costs associated with an exchange. Exchanges must be made within 30 days of order date.

Please check your order upon receipt. Colonial is not responsible for damaged items if we are not notified within 10 business days of receipt. Merchandise damaged in transit should be reported to the carrier for a claim. We will be happy to assist you by furnishing any information necessary for claims that may arise.