Order and Return Policies for Purchases from dixieproductsinc.com
We typically ship all of our items the next business day after you place your order with us. If you make a mistake or need to update an order, please contact us as soon as possible.
Because we typically special order all of our parts, we generally do not accept returns but will consider each request on an individual basis.
Shipping and Delivery Times
Once we ship your order, you will receive an e-mail confirmation with tracking information so you can follow your order 's progress as it travels to you. It generally takes anywhere from 1-6 business days for an order to reach you after it is shipped.
Return and Exchange Policy - Part & Accessories
When communicating with us electronically in regards to exchanges and claims please include all of the following information: The full name of the person who originally ordered the product, contact phone number, Invoice number, all tracking numbers associated with the order, and an accurate description of the damage, missing, or items you would like to return. Orders canceled or returned after shipment are subject to a minimum 50% restocking fee and actual freight costs for both the outbound and return freight.
Return and Exchange of Machines and Equipment
Pressure washers, machines, and some other types of equipment have a special return policy. Any of these items MUST:
- Be in unopened original packaging
- Not be used or pressurized in any manner
Also note that:
- Returns must be requested within ten (10) days of invoice date
- Return shipping is FOB customer's address - customer is responsible for all return freight charges
Please note that because of the nature of these products, we can not make any exceptions to this rule. Feel free to call us at (800) 820-1350 prior to ordering if you have any questions about the return policy on machines and equipment.
Orders canceled prior to shipping can be canceled without penalty - please call us immediately if you need to cancel an order, once an order has been placed with our vendors or has been loaded out for shipment we cannot take a return without assessing restocking and freight fees, including return freight costs.
Orders canceled after manufacture and/or shipment are subject to a minimum 50% restocking fee and actual freight costs for both the outbound and return freight. Custom sized products, clearance products, odd-lots, and items classified under "sales and bargains" are non returnable.
Returns of incorrect product are made at our expense, however, you must contact us prior to the return for exchange to receive proper paperwork. We may require digital photos prior to authorizing a return for exchange.
Cancellation or Return of Free or Reduced Shipping Items
If you need to cancel an order after shipment please call us first, failure to communicate in advance can lead to significant unintended costs with our carriers. All returns must have a valid RMA number for processing.
Orders sold under our free or promotional shipping options and canceled or returned (except in cases where an incorrect product is sent) will be billed our standard restocking fee of 50% and actual invoiced freight costs from our carriers for both the outbound and return freight. All returns must have an valid RMA number clearly marked on all packaging and shipping documents. Returns without an RMA number cannot be accepted at our dock and as such no credit can be given. Refused shipments without our prior consent constitute unauthorized returns and cannot be accepted.
Although rare, we occasionally will make a mistake in packing out orders, if you believe you received the wrong product or wrong quantity please contact us within 48 hours of receipt of product and request an RMA# and replacement. We will verify the claim and provide a prepaid shipping label or Bill of Lading for the return. We may request photos to do so. Please do not discard original packaging and shipping paperwork.
We may, at our discretion, allow product exchange for unused product for a period of seven (7) days after receipt of materials, customer is responsible for all shipping charges. An RMA# is required for the return. Exchanged product will be shipped within two weeks of receipt and inspection of the return by us. Product that has been installed, cut, damaged, modified or has been in your possession longer than seven (7) days cannot be returned or exchanged.
Items returned without an RMA# or refused shipments are considered unauthorized returns and will be refused at our dock. No refunds will be made for returns without an RMA# and the customer will be responsible for all freight, storage, handling and disposition fees.
Damage Claims (UPS, FedEx, US Mail)
Damage, while extremely rare, does occur from time to time. If your shipment was delivered by UPS or FedEx (Ground, Next Day, Three Day, etc) damage claims must be made within 48 hours of receipt of product by the customer. We will provide you with a damage claim form and will handle the claim process with the carrier. Upon acceptance of the claim by the shipper, we will, at our discretion, send replacement or refund for the actual damages. Please save all packaging. We will require digital photos of the damage
Damage LTL (Truck Freight)
The Customer or customer 's agent must be present at delivery, and carefully inspect all packages and items for damage or missing materials, if there is damage or missing items it must be clearly noted by the customer on the original bill of lading and signed by the driver before the driver leaves. Immediately contact us and send copies of the bill of lading noting damage and we will handle the claim on your behalf. Upon acceptance of the claim by the carrier we will, at our discretion, send replacement or refund for the actual damages. Please note that freight carriers have specific rules and regulations relating to damage claims it is important that you contact us as soon as possible after accepting and noting damage so that we may quickly process your claim and ship replacement materials. While we make every effort to expedite replacement orders, but it may take as long as two weeks to send a replacement if we have to reproduce the order and we can not be help responsible for expenses resulting from the delay of your project.
IF DAMAGE/PARTIAL LOSS IS NOT NOTED AT TIME OF DELIVERY ON THE ORIGINAL BILL OF LADING. THEN THE CUSTOMER MUST FILE THE CLAIM DIRECTLY WITH THE CARRIER AS WE WILL BE UNABLE TO ASSIST YOU.
DO NOT DISCARD DAMAGED ITEMS - THE CARRIER WILL REQUIRE THE SALVAGE PRIOR TO PROCESSING THE CLAIM
DO NOT REFUSE DAMAGED/MISSING ITEM SHIPMENTS WITHOUT PRIOR APPROVAL OF DIXIE PRODUCTS, INC, DOING SO WILL CONSTITUTE AN UNAUTHORIZED RETURN, CUSTOMER WILL THEN BE RESPONSIBLE FOR OUTBOUND AND RETURN FREIGHT AND STORAGE FEES. UNAUTHORIZED RETURNS CANNOT BE ACCEPTED OR REFUNDED.