Policies & Procedures

Orders

Availability

. If you have a time-constraint on your order, you can feel free to contact a Customer Solutions Specialist to check stock on the items you’re purchasing before your order is placed to ensure availability. Some items that are special order can be backordered for 4-6 weeks before the order can be filled.

Canceling/Modifying an Order

Please contact us immediately if you would like to cancel an order! If an order is already processing in our warehouse and being packed to ship, we cannot guarantee that the order can be canceled. 

In order to maintain accuracy and efficiency in our order process, we are unable to modify any orders after they have been placed. If you would like to add to or modify your order in any way, please contact a Customer Solutions.


We do not ship on the weekends, if an order is ordered over a weekend and billed out, the order is not able to be canceled. 

If we cannot cancel an order that you no longer want or want to modify, please see our returns policy.

Changing Your Shipping Address

Please contact us immediately if you would like to ship your order to a different address than you indicated at checkout. Once an order ships, there are fees associated with changing the shipping address that would need to be collected before the change can take effect. The cost of changing the shipping address will depend on the shipping method and number of shipments. If an order has already left our warehouse before the shipping address change is made, we cannot guarantee that it will arrive at the new location. If a carrier tries to deliver a shipment several times and is unsuccessful, your order will be returned to us and treated as a standard return.

Online Security

To ensure our customers’ safety online, all orders go through security checks before we start processing them. Please keep this in mind while ordering, as there may be a slight delay before processing for a small percentage of orders. If additional information is needed to help ensure the order’s validity, we will reach out via email.

Primary Form of Communication

In order to provide our customers with the most up to date information regarding products and orders, our primary form of communication is via email. All order updates will be sent to the email address used when the order was placed. For this reason, please be sure to use a valid email address when placing your order. If you have questions that need to be directed to our Customer Solutions team, you are welcome to contact us via email, chat or phone.

Payment Methods

Accepted Credit Cards (Preferred Method)

We ask that all orders be placed online via credit card payment. From the shopping cart, you have the option to check out using our secure server or PayPal. We accept all major credit cards including MasterCard, Visa, American Express, Discover, Diners Card and JCB .

Prepaid Credit Cards

Most prepaid credit cards are accepted. Please note that credit card companies have differing policies for how long authorizations are held. Please contact your credit card company with any questions.

Charges and Authorizations

You will be charged for the total order at the time of the order.

Please note that credit and debit card providers differ in how long authorizations are held and may charge fees, Donut-Equipment.com is not responsible for any fees occurring from this type of situation.

Currency

All of our pricing is listed in US dollars ($).

As an added level of security for our customers, we accept PayPal payments. A major credit card is still required to complete the transaction as we do not accept gift cards, store cards, or account credits from either of these services. To pay for your order using one of these services, login to your PayPal account during checkout and then select the major credit card registered with your account.

Purchase Orders

Because of our business model, we are unable to accept Purchase Orders. All orders must be placed online and paid for in full at the time of purchase. Our preferred method of payment is via credit card through our secure server.

Privacy Policy

Cookies

In order to uniquely identify each customer, Equipment Plus uses cookies. A cookie is a file that is placed on your hard drive by the web browser. Cookies do not divulge any personal information about you; they are solely used as an identifier. In the case of The Equipment-Plus site, cookies allow us to keep track of things like what is in your shopping cart and when you are logged in. In order to shop on our site, you must have cookies enabled! 

Information Collection & Use

We do not share any information about you with third parties in any way. Customer information is used to:

  • Process orders
  • Provide a personalized shopping experience for registered customers
  • Send e-mail newsletters full of specials and helpful information to those who opt to receive them
  • Monitor traffic patterns to improve our site's functionality and user-friendliness


We collect customer information with one goal in mind, serving you to the best of our ability!

At Donut-Equipment.com, we strongly encourage you to register with us during the checkout process. Registration is not mandatory to complete checkout, but by registering you receive the following benefits:

  • Access special sections of the site, such as the my account section, where you can track current orders, view old orders, and update your billing and shipping information.
  • Submit product reviews under the “Review items I've purchased”
  • When contacting Customer Solutions regarding your order, we can quickly and easily see all past orders for registered users.


All of the information we receive from you in the registration process is transmitted over a secure server and kept in a secure location. You can only access your information after logging in with the unique e-mail and password combination you created during registration. 

Security

At Donut-Equipment.com, we make ensuring your security while shopping on our site a top priority! To do this we employ the best security available on the net for transmitting your personal information:

Product Policies

Image Policy

We strive to provide the most accurate images of our products as possible. However, despite our best efforts, some product images prove difficult or impossible to obtain. In these cases, we will use the closest representative image we can find for the product. These representative, illustrative images may show optional accessories or features, or may be an image of a similar product. 

Therefore, we recommend that you carefully read the product description and other related product literature such as Specification Sheets, MSDS Sheets, etc., before placing your order. If you have any questions or concerns about a product even after reading the description and product literature, please contact us.

Image Color Policy
Our Images Department makes every effort to portray the color of an item as accurately as possible on our site. However, depending on your monitor settings, the color of an item may appear different than in person. Unfortunately we cannot guarantee the accuracy of the color displayed on your monitor.

Certain types of products, such as textiles and fabrics, are subject to dye lot variations inherent to their manufacturing process. If you are trying to match an existing product in your possession, please contact us and we will accommodate your request to the best of our ability.

Warranty Policy

All warranties are handled based on the manufacturer’s warranty policy. If problems arise with an item that is covered under warranty, the warranty process will be handled directly through the manufacturer or vendor of the item. Should a customer need help contacting a manufacturer or vendor about a warranty issue, our Customer Solutions team will be happy to assist.

Returns Policy

Returns for Commercial Shipping Addresses

All regularly stocked items, may be returned to us if the item is unused and in all the original manufacturer’s packaging. In order for returns to be accepted, your items must be returned within 30 days from receipt of your order. Please contact a Customer Solutions Specialist before returning an item so a return authorization can be created. We will send you an e-mail with instructions on how to complete the return. Upon receipt and inspection of returned product(s), your credit card will be credited for the amount paid for the item(s) minus the 20% restocking fee. 

To return Special Order items and items shipped direct from the manufacturer, please contact a Customer Solutions Specialist to request a return with the manufacturer. Items must be unused and in the original packaging that was received. Although we attempt to receive a return authorization for all items, please note that some items on our website are made-to-order and are not able to be returned. 

The return shipping fee for a standard return is the responsibility of the customer submitting the request. 

Why do we charge restocking fees? Because we want to continue to keep prices as low as possible for you! When an item is returned, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return.

Returns for Residential Shipping Addresses

In order for returns to be accepted, your items must be returned within 30 days from receipt of your order. Please contact a Customer Solutions Specialist before returning an item so a return authorization can be created. We will send you an e-mail with instructions on how to complete the return. Upon receipt and inspection of returned product(s), your credit card will be credited for the amount paid for the item(s) minus the 30% restocking fee. 

To return Special Order items and items shipped direct from the manufacturer, please contact a Customer Solutions Specialist to request a return with the manufacturer. Items must be unused and in the original packaging that was received. Although we attempt to receive a return authorization for all items, please note that some items on our website are made-to-order and are not able to be returned. 

The return shipping fee for a standard return is the responsibility of the customer submitting the request. For international returns, you will be responsible for the brokerage fees, duties, and taxes that may be applied. These fees may be applied after the return has been completed. 

Why do we charge restocking fees? Because we want to continue to keep prices as low as possible for you! When an item is returned, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return.

Shipping Policy

If no one is available to sign for the delivery when the driver attempts, there will be additional charges for redelivery to your location. In the event that we are unable to collect the redelivery fees before carrier storage fees are applied, the items will be returned to the shipping location. The returning freight will be processed as a standard return, which includes a restocking fee and return shipping taken from your credit. 

Additionally, please keep in mind that if you require a time-specific delivery in which the typical 4 hour window needs to be shortened, additional fees will apply. Be sure to provide a valid phone number during checkout so that your call before delivery does not delay your shipment.

Damaged/Missing Items - Common Carrier

If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:

  • Note it clearly on the delivery receipt before signing
  • Keep your copy of the delivery receipt
  • Contact us within 1 business day
  • Keep the damaged packing materials for inspection
  • Take a minimum of 5 pictures of the damaged items and packaging


Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable condition. 

Damaged/Missing items - Ground

Great care is taken when packing your order, but on rare occasions damage may occur or an item may have been missed. Upon receiving your order, please inspect it for any damages or missing items. If any part of your order is missing or damaged, please keep the items and packaging, and contact us within 1 business days of receiving your order so we can find a solution for you! Pictures of damage will be requested to help with the process.

Delivery Time

We’re dedicated to getting your order to you as fast as possible, so our warehouse strives to have orders processed and ready to ship (Monday through Friday, 8:00 a.m. to 4:30 p.m., central time). Some items will be shipped directly from the manufacturer, in which case the delivery times may vary. Common carrier deliveries range from 1 to 10 days for delivery, depending on your proximity to the shipping origin. Ground shipping can take anywhere from one to seven days. All delivery times are estimates. 

Errors in Shipment

Great care is taken when packing your order, but on rare occasions errors may occur. If there is an error with any part of your shipment, please contact us within 1 business days of receiving your order so we can find a solution for you!

Lost Shipments

While we put our best effort into making sure your items arrive on time, there are rare occasions where our carriers will lose a shipment. In these situations, it’s our highest priority to find your items and will work with the carrier to do so. For ground shipments, a trace will be started with the carrier that is delivering your shipment. If there is no movement on the tracking, the terminals that your package went through will be checked. If your shipment is delivered but you do not have the package, the driver that delivered the package will be asked to confirm where it was delivered to. 

For common carrier shipments that are lost in transit, our team will begin a dock check with the carrier company, and the terminals that the shipment was moved through will be checked for the lost product. 

Traces with FedEx and dock checks with the carrier will take approximately 3-5 business days to complete. We make it our priority to keep you updated as to the status of the trace or dock check while it is completed. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.

Methods & Charges

Certain large and heavy items require a common carrier freight service is used.
Shipping charges for common carrier and small package items are calculated by factoring in the weight, dimensions, and shipping distance. Most items on the site are Free freight.

The vast majority of our products can be shipped with a parcel carrier to a residential address. Bear in mind that these carriers charge more to ship to a residential address versus a commercial address. This difference is usually several dollars, but varies by region, and will be reflected in your shipping charges.

If you plan to ship to a UPS Store location, please be aware that not all locations will accept packages shipped by FedEx or another carrier.

Packaging

Packaging that is used during shipment is designed to keep the contents of your order safe from damage or mishandling of products. On occasion a shipment will be received with damage to the packaging. Because the packaging is designed to protect the products that we ship, compensation will not be offered for packaging damage. If the actual items in your shipment are damaged, please contact us right away so we can arrange for compensation or replacement. Occasionally we will ship items in recycled boxes which may contain descriptions unrelated to the products inside in an effort to be more eco-friendly. This practice also allows us to cut costs on packaging which then is reflected into lower prices on our items. Be sure to inspect the actual items inside of the packaging before refusing a shipment due to incorrect information on the boxes.

Shipping to Residential Addresses

Commercial equipment ordered for installation in a residential location may be placed on hold for review. Equipment is made to comply with commercial codes and therefore can be inappropriate, unsafe, and unintended for use in a home environment. Use outside of a commercial application may void the warranty. You will be notified as soon as possible if there are questions regarding the application of your commercial equipment. We reserve the right to deny shipment for residential usage.

Special Order Items

In order to maximize the products we’re able to offer to you, some items on our website are not normally stocked in our warehouses. These items may be shipped directly to you from the manufacturer, or brought into our warehouse with our next stock order from the manufacturer and then shipped to you. 

Please note - we are not always able to cancel special order items once the order is placed and may not be returnable.

Split Shipments

While we do try to consolidate shipments as much as possible, we cannot guarantee every item will ship together due to where items are sourced from.