Shipping policy

On any items that we charge shipping - the computer will charge a larger shipping fee than what we expect the fee to be to make sure that we don't have to bill you for any remaining balance on the shipping fee.  We will only charge your card for what we are charged on the shipping so if your charged 50.00 for shipping and we are charged 25.00 for shipping your credit card will only be charged for the cost of the product and the 25.00 shipping charge not the original amount and you will receive an email from us to that effect.  Shopify will show this as a balance DUE - DO NOT PAY THE BALANCE DUE as it isn't due!!

 

Order Confirmation 

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will reach out to you via e-mail or a phone call and give you the option to wait for the next shipment or issue you a full refund. If your item(s) are available for immediate shipment (within 5-10 business days), we will process the charges and submit the order for shipment.

 

Order Shipment:

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order - unless otherwise stated.  We have been experiencing long shipping delays due the pandemic.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@backupgeneratorstore.com.

Some of our orders do not have tracking info as they are delivered on a freight truck that is delivering to multiple customers.  If this is the case with your order the freight company will be provided with your information including your phone number.  They will call you with the date/time of delivery to make sure that someone will be available to accept and inspect the shipment. 

Lift gate service is when an item is shipped on a regular truck (not Fedex or UPS) the lift gate is needed to bring the item down from the truck to your driveway for delivery.  Fedex and UPS will only deliver items that weigh 149 lbs or less.  When items are shipped this way the freight carrier will be contacting you to set up an appointment for delivery.

 

We only ship to the Continental United States.  If you need an item shipped to Hawaii, Puerto Rico, Alaska or outside of the US we will ship the item to a Continental United States port, and you will need to arrange for shipment from the port to your location at your own expense.  If this is something you are interested in, please contact us prior to trying to order the product