Steel Truss & Supply operates on the premise that the relationship between the company and our customer is extremely important and believes that fairness and reasonableness must be the basis for all policies. We realize that errors happen and sometimes a customer receives the wrong product, and sometimes a damaged product. It is our policy to work with our customers when these things happen to make sure the customer ultimately receives what they ordered, and in a condition that it is useable for them.
It is our general policy that if the customer receives the wrong merchandise, we will certainly accept the return and supply the correct article(s). In these cases, should the error be ours, we will absorb the shipping fees. If the error was made by the customer, the customer will bear the expense for shipping and a potential re-stocking charge. If the customer has decided to make a return without a subsequent replacement order, a 25 % re-stocking fee and all shipping costs must be borne by the customer. In all cases as listed above, customers must request a RMA (Return Merchandise Authorization) number before any items are returned. The RMA request can be made by contacting Steel Truss & Supply, either by email, fax or written letter. Our contact information is on the web site Contact page.
Merchandise shipping invariably results in some damaged items and if our customer falls victim to this kind of incident, we will certainly work with the manufacturer and shipper to see that the customer receives the items ordered in proper condition.
Our refund policy is subject to the above stated circumstances. In the event that an order is cancelled, for which payment has been received and processed, the refund request must be made before the merchandise is shipped from the manufacturer. Otherwise, the refund amount will be subject to reduction for efforts in halting the order and re-stocking. All merchandise submitted for refunds must be in proper condition for sale (unused, undamaged).
Should the merchandise ordered not be available from the manufacturer, we will notify the customer as soon as we learn of those circumstances. All reasonable attempts will be made to determine the timing for when the merchandise will be available and shipped. If the customer does not want an order to remain on back order status, such request should be conveyed to us.