Terms & Conditions
We want your business and will bend over backwards to accommodate our customers. So please do not hesitate to call us (814-786-9085, M-F, 9-5 eastern time, USA, or send us an email) if you have any concerns or questions whatsoever. Furthermore, when buying quantities of items such as snowguards, we can sometimes discount the price if you order over the phone.
PLEASE NOTE: If you are ordering from within the United States, please make sure the billing address you enter matches the address on your credit card. Also, the shipping address must be a physical address, not a post office box, if the order is being shipped by UPS. US Postal Service shipments can go to a PO box. Overseas and Canadian postal shipments can also be sent to a PO box.
PAYMENT FOR LARGE ORDERS
Orders of $5,000.00 USD or more require a money order or bank cashier's check, unless you are already a customer in good standing.
SHIPPING METHODS AND CHARGES
Default shipping is UPS for tools and materials, except for international orders, which may be shipped by the US Postal Service. We also ship tools and materials to Canada by UPS. Books may be shipped by USPS or UPS, so make sure you select the shipping option you want when ordering anything if an option is available. USPS may be a lot cheaper.
We cannot pre-calculate shipping for every item via the shopping cart shipping calculator. This is because some items ship in multiple boxes, some are heavier than 150 pounds, some ship directly from the factory, and some shipping costs cannot be calculated until after the order has been placed. Some items are drop-shipped and the shipping costs are calculated by the manufacturer. Therefore, you may have to call us (814-786-9085, M-F, 9-5 eastern time USA) or email if your preferred shipping choice is not available, or no shipping choice is shown during the check-out process.
If an item is shown as having no shipping charge, this may mean the charge will not be calculated during the check-out process, but will be added later. Read the item description carefully to see if shipping charges are described. If shipping and handling charges need to be added to the order after you have placed it, you will be notified by phone or email of the grand total before the charges are added. The order can be cancelled or modified prior to shipping the products, except for special order items such as snow guards or custom manufactured items when the manufacturing has already begun. We strive to make sure all shipping and handling charges are accurate, which is why we may add to the shipping charge after the order has been placed, or refund a portion of the shipping charge (which we often do).
SPECIAL ORDER ITEMS AND TRACTOR TRAILER DELIVERY
Copper ridge roll, copper drip edge, copper valleys, and other bulk items, may be sent by common carrier (tractor trailer) and cannot therefore be shipped to residences. You must have a delivery address that is considered a business address capable of accepting tractor trailers if you are ordering such items.
Bulk items and special order items are not returnable unless they have been damaged during shipment or are defective. Special order items include, but are not limited to, Wenesco solder troughs, most snow guards, snow rails systems, and anything in bulk cartons such as copper ridges, copper valleys and copper drip edges.
Returnable items will be refunded in full if returned in new (salable) condition within 15 days of purchase. Return shipping fees must be paid by you, the customer. A restocking charge may apply for any returned items (Berger snow guards require a 25% restocking fee). Customer refunds will either be credited to the customer credit card or paid by company check. You can return any defective item at our expense for a full refund.
For returns on ACRO products that are not due to manufacturer defect, you have the following options: 1) You can return for product credit on your account, minus a 10% restocking fee. Shipping will be your responsibility. 2) You can return for refund of your money, minus a 20% restocking fee. Shipping will be your responsibility. The product must be in sellable shape and in its original packaging.
NOTE TO CUSTOMERS OUTSIDE THE UNITED STATES:
We can ship anywhere in the world...BUT our online store DOES NOT calculate international shipping rates! You will have to email us for shipping calculations. Overseas orders are non-returnable and non-refundable. We limit our overseas orders to $300.00 US maximum in order to avoid fraudulent payments, unless the customer is known and reputable.
Most international orders are shipped airmail by US Postal Service, as surface mail can take up to several months to arrive. Shipments to Canada are often shipped United Parcel Service.
Please be advised that your country's customs office may charge additional duties or fees which must be paid before you can take possession of your package. These fees may be substantial. It is the buyer's responsibility to be aware of all import fees and customs regulations of her/his country. Particularly for large orders, we recommend that you contact your post office or customs office before you place your order, and find out what additional fees, if any, you will have to pay.