Shipping & Returns
SHIPPING
We are currently processing orders within the same day for in stock items. Once shipped, tracking information will be provided by email. There is a possibility that your item is currently unavailable without an estimated time of arrival. If there is an issue with your order a member from our customer service team will email or call you right away.
We appreciate your patience, understanding, and business. Please do not hesitate to reach out if we can be of assistance.
Sincerely,
The On Time Supply Teams
When Will My Credit Card Be Charged?
A pre-authorization is obtained from the paying credit card at check-out. A pre-authorization reserves the funds until they are captured when your order is processed and shipped.
If an order is canceled before it is shipped, we will void the pre-authorization. The funds will be reissued to the paying credit card. However, processing times vary depending on the card issuer - it may be several days before these funds are accessible. Please contact the card issuer to obtain the status of a canceled pre-authorization.
Addresses
Please ensure shipping addresses are complete and accurate when checking out. Unit numbers must be clearly indicated. Email address and phone numbers must also be current. Our carriers are particularly adamant that all shipping details are correct. Failure to do so may result in delayed deliveries, failed deliveries or additional address correction fees.
Telephone Orders
Telephone orders may not be eligible for free shipping. Shipping quotes can be obtained by contacting a member of our customer service team.
Damaged Orders
Unfortunately, not all orders arrive in the condition that they left our warehouse. If upon delivery the parcel is visibly damaged, it can be refused and will be sent back to our facility for a refund. Please email customer service within 24 hours of receiving a package, if your order appears damaged and keep all packaging. If your order has been affected by concealed damage, please contact us once the package is opened. We will require pictures and other details to ensure proper resolution.
Special Orders
If on the off chance we don't carry an item that is needed by a customer, A Special Order can be placed with a member of our staff, to bring a specific item. Please note, all Special Orders require a full non-refundable deposit and are considered Final Sale. Please reach out to our Sales staff at the store (845)352-8600 or send an email to sales@ontimesupply.com for further assistance.
Online Returns
If you wish to return an item, please email sales@ontimesupply.com with your order number and details about the product you would like to return. We will respond within 24-48 business hours with instructions on how to proceed. An RMA and return way-bill will be issued by our team and is required for a refund. Returns may take 3-15 business days to process. All RMAs incur shipping and processing fees. If you ship something on your own accord, On Time Supply is not liable even if something is showing delivered or signed for.
GENERAL RETURNS & EXCHANGE POLICY
We are happy to provide a 30 day return on most products. All returns require a receipt and will be returned to original tender.
All products must be returned in their original packaging. The product must be in like-new condition and show no signs of use. An opened item may qualify for return or exchange. Final Sale items are non-refundable. Items being returned online are subject to return shipping fees. Please read the complete policy below for full details.
Please have the following ready to proceed with a return or exchange:
- Original purchase receipt. Either paper or electronic
- The card or tender originally used for payment. If payment card is not available, a non-refundable store gift card will be issued
- All original package contents and packaging. For kit items, all components must be included (tools, batteries, charger). Any additional bonus items included in the original sale must also be included
- Contact information matching the original bill of sale including name, address, phone number, email address. Confirmation of these details may be requested in the form of Government issued identification
Product condition requirements
Many items may qualify for return or exchange, even when the packaging has been opened. The product must be in like-new condition and not used. The product must be able to be resold as new. Any signs of wear or damage to the product or packaging will result in a denied return. Final Sale items may not be returned as well as certain products that must be unopened for safety and quality assurance purposes.
Bonus and Free Items
Some purchases may include bonus items or free gifts with purchase. These items do not have cash value and may not be returned on their own. If free or bonus items are defective, they must be serviced under the terms and conditions of the manufacturer’s warranty. If an item being returned included a bonus or free item, the bonus or free item must be returned as well. Any included bonus or free item not returned with the primary item will have the retail value applied against the return value of the primary item.
Bundle Purchases
Some items may be sold as a bundle. A bundle is a set of items that are sold together as a package at a reduced price vs. purchasing the items separately. If you return one or more items in a bundle, the bundle price will be broken and separate item charges at current pricing will apply. Any items from the bundle not returned will first be charged at the current price, then the items being returned will be processed using the price marked in the bundle from the original receipt.
Defective items
Most defective items can be returned or exchanged within 30 days of purchase. All original packaging and contents must be provided. Final sale items must be serviced under warranty at a licensed service provider and may not be returned or exchanged.