Return & Refund Policy
Last updated: September 3, 2026
MaterialHandling.com (operated by Premier Handling Solutions, Inc.) wants you to be confident in every purchase. Because nearly all of our products ship factory-direct from the manufacturer, our return process follows manufacturer Return Goods Authorization (RGA) procedures. Please read this policy carefully before ordering — and if you are unsure whether an item fits your application, contact our product specialists before you buy. We're glad to verify specifications for you.
Return Policy at a Glance
| Eligibility | Returnability is per-product — each product page states whether the item is returnable. Made-to-order and custom products are not returnable. |
|---|---|
| Return window | 15 days from receipt for eligible (returnable) products |
| Authorization | RGA number required before any return ships |
| Restocking fee | 25% of the product price |
| Return freight | Paid by customer (unless our error or a defective product) |
| Ship-back deadline | Within 5 business days of RGA issuance |
| Condition | New, unused, in original factory packaging |
| Non-returnable | Custom, made-to-order, and approval-drawing products; used equipment; items marked non-returnable on the product page |
How to Start a Return
- Request an RGA within 15 days of receiving your product. Email [email protected] or call (855) 719-1415 with your order number, the item(s) you wish to return, and the reason for the return.
- Wait for authorization. Returns shipped without an approved RGA number will be refused at the receiving dock and may incur carrier storage charges. We will provide the RGA number and the correct return shipping address — many products must return to the manufacturer's plant, not to us.
- Ship within 5 business days of receiving your RGA. Products must be returned in new, unused condition in the original factory packaging. Returns must be shipped prepaid; collect shipments are not accepted.
- Inspection & refund. Once the return is received and inspected, your refund (product price less the 25% restocking fee and any refurbishing fees for damaged packaging or missing components) is issued to the original payment method, typically within 5–10 business days.
Non-Returnable Items
- Custom and made-to-order products — including any product built from an approval drawing, custom dimensions, custom paint, or special modifications. These are non-refundable once production begins.
- Products marked “non-returnable” on the product page. Many manufacturer catalog items are built to order and are not stocked; the product page states this where applicable.
- Used, installed, or altered equipment.
- Products without original factory packaging.
Order Cancellations
Orders can be cancelled at no charge before the order enters production or ships. Once a standard product ships, the return policy above applies. Custom and made-to-order products cannot be cancelled once production begins; where a manufacturer permits cancellation mid-production, manufacturer cancellation fees apply (these vary by brand — see Brand Policies). Refused deliveries are treated as unauthorized returns and are subject to round-trip freight plus the restocking fee.
Damaged or Incorrect Shipments
Freight damage claims are time-critical. Please follow our Freight & Shipping Policy receiving checklist: inspect every shipment before signing, note any damage or shortage on the delivery receipt, and report concealed damage to us within 24 hours of delivery with photos. If we shipped the wrong item or the product is defective on arrival, we will make it right at no cost to you — no restocking fee, and we cover return freight.
Manufacturer Variations
Where a specific manufacturer's factory policy differs from the above (for example, return windows, restocking percentages, or cancellation fees), the stricter applicable policy governs. Key manufacturer policies are summarized on our Brand Vendor Policies page.
Questions About a Return?
Our team is available Monday–Friday, 8:00am–5:00pm CST.
- Phone: (855) 719-1415
- Email: [email protected]
- Mail: MaterialHandling.com · Premier Handling Solutions, Inc. · 1415 Davis Rd, Elgin, IL 60123
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