Our Shipping Policy
Thanks for visiting Prima Supply. If you’ve shopped with us before, you’re probably familiar with our shipping procedures and what you can expect when your item arrives. If you’re a new partner with us, or if you simply want to jog your memory, this Shipping Policy contains any and all information you need to know about your product’s journey from our doorstep to yours.
Small Packages That Ship by Parcel
Small packages weighing less than 70 pounds and measuring less than 72 inches on the longest side will ship via UPS, FedEx, USPS, or similar parcel delivery service, depending on your location in relation to the order fulfillment site and the delivery method chosen during checkout.
Our shipping partners offer standard ground-based delivery service with delivery times ranging from 3-7 business days after shipment. Items marked as eligible for our free shipping offer will be shipped with standard delivery service. Other delivery services and options will incur additional fees. Once an order has been shipped, we cannot change the delivery service while the package is in-transit.
Two-Day Expedited Delivery:
Our shipping partners offer two day expedited delivery options, guaranteeing in most cases to arrive at your location two business days after shipment. Two-day expedited delivery is available for an additional fee. See the shipping options during checkout or contact our office by telephone at (888) 810-5043. Once an order has been shipped, we cannot change the delivery service while the package is in-transit.
Next-Day Expedited Delivery:
Our shipping partners offer next-day expedited delivery options, guaranteeing delivery in most cases on the next business day following the date the shipment is picked up by the carrier. Next-day expedited delivery is available for an additional fee. See the shipping options during checkout or contact our office by telephone at (888) 810-5043. Once an order has been shipped, we cannot change the delivery service while the package is in-transit.
Upgraded Delivery Options
Some of our shipping partners offer an option for Saturday delivery. An extra fee may apply for this service.
Our shipping partners offer extra security by ensuring the delivery is accepted with a signature rather than leaving the package unattended at the delivery location. An extra fee may apply for this service.
Shipment Tracking Information:
Once your order has been fulfilled, we will send tracking information by email. The email message will contain the name of the carrier, along with the tracking number(s) for your shipment and the carrier’s contact information. You may contact us at anytime with questions about the status of your order, by email firstname.lastname@example.org or by phone (888) 810-5043.
Despite our best efforts to provide a smooth and damage-free delivery, items shipped by parcel carriers will, at times, incur damage during transit. If you notice significant damage to the packaging, we encourage you to review the condition of the item before receiving the shipment. This procedure is not always possible, particularly at non-commercial delivery locations where the shipment may be dropped-off without signature confirmation. If the damage is discovered after the shipment has been delivered, contact our office by phone at (888) 810-5043 to discuss your options. In most cases, we can ship a replacement item at no-charge and handle the damage claim with the carrier directly. Certain limitations apply on high-value items. Please call our office at if you have further questions about our small parcel damage claim procedure.
Please see our Return Policy for complete return information.
Items That Ship by Freight Carrier
We partner with a variety of freight carriers. If your order weighs more than 70 pounds or measures more than 72 inches on the longest side, we may choose to ship via freight common carrier. This means that your shipment will be delivered on a semitrailer (commonly called a tractor-trailer or eighteen-wheeler) and will thus require either a loading dock, forklift truck, optional lift gate delivery service, or brute strength to lower your equipment from the semitrailer truck bed to ground level. Please note, the typical height of a semitrailer truck bed is four feet off ground level, making it challenging to unload heavy or tall items without a loading dock or forklift truck. Lift gate delivery service, discussed below, may be purchased at the time of order to ensure safe unloading during delivery. It is the customer’s responsibility to remove the product from the truck; the freight truck driver may only move the cargo to the back of the truck but will not help remove the item from the truck.
Our shipping partners offer standard ground-based delivery service. Items marked as eligible for our free shipping offer will be shipped with standard delivery service. Delivery transit times typically range from 3-7 business days after shipment. Transit times are estimates only and are not guaranteed. Standard commercial freight delivery assumes the customer has a dock or forklift to aid removal of freight from the truck; the driver is only responsible to move the freight to the back of the trailer. Additional delivery options, including lift gate delivery service, may be purchased for an additional fee. Lift gate delivery service will not be included unless it is purchased with your order; see the shipping options during checkout or contact our office by telephone at (888) 810-5043. Once an order has been shipped, we cannot change the delivery service while the package is in-transit.
Expedited delivery service is offered by some of our carriers for select shipments and select delivery locations. Expedited shipments are guaranteed in most cases. Transit times vary for expedited delivery, depending on the delivery location and the service level requested. Contact our customer service team at (888) 810-5043 to discuss expedited delivery options, including transit times and pricing. As with standard delivery, expedited delivery is designed for delivery locations equipped with a loading dock or forklift truck on-site.
Our shipping partners strongly recommend a commercial delivery location due to the difficulty, danger, and risk of property damage involved in driving a semitrailer truck into a limited-access, non-commercial area. If you do not have access to a commercial delivery location, we have the ability to ship to a residential address. We provide this service at no extra charge, but disclaim liability for property damage or personal harm resulting from non-recommended delivery location. This service is valued at nearly $100 and will often be added to your invoice by other retailers in this marketplace. We are pleased to offer this premium delivery service to our customers at no-charge, making a purchase from Prima Supply an even greater value. We highly recommend that you add liftgate service when shipping to a non-commercial address.
Upgraded Delivery Optinos
Liftgate delivery is a premium delivery service which provides delivery with a special hydraulic platform called a liftgate or tail gate. The driver is only responsible for moving the freight to the ground behind the trailer. This service is widely available but requires special trucks, so delivery times may be prolonged, depending on equipment availability. We recommend customers select this service when purchasing particularly heavy or tall items where delivery will take place at a location not equipped with a loading dock or forklift truck. Our fee for lift gate service varies, depending on the items purchased and the delivery location, and will be calculated during the checkout process. See the shipping options during checkout or contact our office by telephone at (888) 810-5043.
Inside delivery is the additional moving of freight from the delivery location to the inside of a building. "Inside" means it will only be inside the building, over the threshold, and away from the loading area, but not necessarily to a specific location inside the facility. The service varies from carrier to carrier and location to location. Inside delivery does not generally include liftgate, so if you need the freight lowered to the ground, you will need to add lift gate to inside delivery. Inside delivery does not include crossing curbs or ascending/descending staircases; if this is required, please contact our customer service team with exact specifications. Inside Delivery is not available in all locations, and an extra fee may apply for this service. Please contact our office to confirm.
White Glove Delivery:
White glove delivery generally involves inside delivery as well as additional unpacking and basic installation such as caster installation. This service will move the piece to the desired location, remove it from the pallet, install casters and dispose of the debris. White Glove Delivery is not available in all locations, and an extra fee may apply for the service. Please contact our office to confirm.
If you would prefer to pick your equipment up from the freight carrier’s delivery terminal, we can instruct the carrier to hold the shipment at their delivery terminal. You must pick up the shipment on the business day immediately following the arrival of your shipment at the freight carrier’s delivery terminal.
Our shipping partners offer delivery notification service on all shipments. Delivery notification is especially useful if you need notification and appointment scheduling prior to delivery. If delivery notification service is ordered, the shipping company will contact you by phone before delivery to schedule a delivery appointment. We offer this service for you convenience and peace of mind. Where others will charge you an additional fee, we provide this service at no-charge when requested.
While we do our best to make sure your item arrives pristine and damage-free, some items shipped by freight common carrier will occasionally be damaged by the freight carrier during transit. To ensure your satisfaction, we require you to inspect the shipment for physical damage prior to accepting the delivery by signing the delivery receipt provided by the freight carrier. If the packaging of the product is damaged, do not sign for the item until you have inspected the contents for damage corresponding to the damage to the packing. If a product arrives in a damaged condition, do not sign for the product; instead you must refuse the shipment. Once you have refused the shipment, please contact our customer service team at (888) 810-5043 to make arrangements for a replacement. By signing for a delivery you are certifying that the shipment arrived in good condition and are claiming ownership of the contents. Damage discovered after the shipment is accepted by signature is your responsibility to address with the freight carrier. We are unable to ship a no-charge replacement once a shipment has been accepted. If you have questions during delivery, we encourage you to contact our customer service team for assistance at (888) 810-5043.
Please see our Return Policy for complete return information.
In order to better serve you, we will ship your order from one of our warehouses or from a vendor partner’s fulfillment center. Direct shipments will ship directly from our warehouse located in Louisville, Kentucky. Drop shipments will ship from our vendor partner’s fulfillment center. Our vendor partners use their own freight and parcel delivery providers. In some cases we may be able to specify the delivery carrier, though we cannot guarantee this option. Typically, though, the above referenced shipping services and options are applicable.
If you have any questions, please contact our customer service team by using any of the information provided below.
- (888) 810-5043
- Prima Supply
- 4603 Poplar Level Rd
- Louisville, KY 40213