Sun Brite Policies
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NOTE: The information collected on this site is for our use in shipping orders. Your information will be stored securely, away from the public eye. We respect and value you as a customer, so your information will never be shared with other companies or individuals.
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Understanding How To Order On Line
Receiving Your Order
Cancelling an Order, Changing an Order
Products, Warranties, and DIY Users
Understanding How To Order On Line
Ordering on any web store places responsibility on you to understand exactly what you need. Many of our products are made for professionals who understand how to use them. If you are a DIYer, please talk to us before you buy or use any cleaners from this store. If you need technical support before making a purchase, please ask as many questions as you need. We want you to make an informed decision. A recommendation from us about the uses of any item, however, does not constitute a warranty of the suitability of any product for your specific needs. Any warranties are made by the manufacturer of the product and not Sun Brite Supply of Maryland.
NOTE: Everyone makes a mistake now and then. If you order something by mistake and call us before we process the order, we will cancel that sale for you. Once the order has been processed, we are not able to cancel the process. In turn, we reserve the right to refuse or cancel any order for an item that was priced incorrectly even if the order has been confirmed, charged, and/or shipped.
Tracking information about your shipment will be sent to the email address you provide. According to the time of day you place your order and which warehouse we use to fulfill your order, tracking information will appear within 1-3 days. Please be careful to check your "junk" email in-box as our emails may be filtered out.
Receiving Your Order - VERY IMPORTANT! PLEASE READ!
First and foremost, you have an obligation to track your order and be there to receive it. We will send tracking info for every order, usually at midnight of the day you order. Sometimes tracking information will not be available for up to 3 days after you order if that order is being handled directly by the manufacturer or by a trucking line. We tell all customers that it takes 3-7 business days to receive your order, and frequently the tracking information arrives in your mail box the same day the package arrives - so please check your email first thing in the morning. Calling us for tracking information takes up everyone's valuable time. Please check your email and your junk email filter for tracking information before you call.
If a trucking company makes attempts to deliver your order and is unable to contact you to arrange delivery, that is a disaster. The trucking company will give up and return the item to us, charging us for freight in both directions. We have no choice but to charge your account for this expense, as you are responsible. If for any reason you cannot meet a shipment, please notify us as far ahead of the scheduled delivery as possible so that we can make arrangements that will save you expense.
If your package is shipped by a Ground carrier such as UPS or FedEx, you will receive it within 3-7 business days. Follow the tracking number to see when it will be delivered. If you package is going by Ground and does not appear within 7 business days (9 real days) call us. Damaged items often are turned back to us without notification to either you or us, and we want to discover what is happening as soon as possible.
The second part of your responsibility covers possible damage that can occur during shipment and replacing items damaged during shipping.
We ship FOB Gaithersburg, MD and other locations.
We are certified shippers, which means we are trained in how to package and identify items we ship. Our team members take every proper precaution to protect your order during shipping. Sometimes things get damaged in spite of everything we do to prevent that. You, on the other hand, are responsible for receiving your order the proper way. If you don't take the proper steps during receiving, and there is damage to your shipment, then you must accept responsibility for the results. We want you to understand exactly how you should receive items, so we have detailed some procedures here.
If you receive a shipment where one or more packages show visible damage, REFUSE any damaged pieces. Write "refused for visible damage" on the shipping papers before you sign your name. It is perfectly acceptable to take nine packages as "OK" and refuse the tenth for damage. You should call us and tell us, but refused items will automatically be returned to us. We will automatically issue a replacement item and send it off to you and we will process the freight claim. This is the easiest fright claim to handle, and reimbursements are usually fast. You will be billed for the item, but we will refund the money directly to your credit card immediately upon reimbursement from the freight company. Your experience should be seamless in this situation.
If you receive a shipment where one or more packages show visible damage and you sign for that shipment anyway, you have effectively relinquished your right to be reimbursed by the freight company. We will still process a freight claim for you, but the likelihood of that claim being paid is greatly diminished. We will issue you a replacement item and we will charge you for that item. We will issue you a refund to your credit card or give you a store credit if and when the freight company pays us. Freight claims like this often take weeks to settle.
If you receive an item and sign for it, and then discover hidden damage after the driver leaves, that can be one of the hardest claims to press. We recommend that you open the packages before the driver leaves if possible and point out any hidden damage immediately. That puts you in a very strong position on a freight claim. In any case, we will file the freight claim on your behalf. We will go to bat for you. We will send you a replacement item and charge you for that item, and we will reimburse you as a credit to your credit card or with a store credit as soon as the freight claim is settled and we receive payment.
Freight companies may not want you to open a package before you sign for it. If you suspect that there is hidden damage (like when a thermos "tinkles" when you shake it) note "Subject To Inspection" on the paperwork right above your signature. This preserves your right to claim damage even though you sign for the shipment. Time is of the essence, so try to keep the driver there while you open the package and examine the contents.
Once you discover any damage you should make every effort to preserve the packaging along with the contents.
If an item is left for you without your signature (such as is done frequently by Ground shippers) the same rules apply. Time is of the essence. Let us know immediately about any damage you discover. Take pictures and save the packaging. We will process a freight claim on your behalf. We will send you a replacement item and bill you for it, and we will reimburse your credit card as soon as we are reimbursed by the carrier. The carrier may want to meet you and inspect the package. Please cooperate in any way you can.
NOTE: Every hour that passes between when you receive something and when you complain about damage lessens the likelihood that you will be covered by the freight company. Open all packages and inspect them as soon as possible (within hours is advisable).
It is not Sun Brite Supply of Maryland's fault or responsibility if your package is damaged in transit. The responsibility lies with the carrier. Your item was in perfect condition when we shipped it, and we have two separate people sign off to that effect on every item of every shipment. We use internationally approved packing materials and techniques. We know you trust us to be exceptionally fussy about who we ship with in order to look out for you. We understand that this event affects you and your business and we will do everything we can to help you through the process of fixing the problem. We cannot, however, send a replacement item at no charge. We want you to know your legal status and rights, and we vow to put our full weight behind any claim you have.
We typically ship your order for in-stock items within 24 hours by the best method available. Typically, orders for in-stock items that are placed by noon ship that same day. Standard transit times are 3-5 business days, except for the west coast which is 5-7 business days.
If any item is temporarily out of stock, which does not happen often, we will ship your order (minus what is back-ordered) right away. We will notify you and ship the back-ordered item automatically as quickly as possible.
Many items we sell are custom-made by us or for us, such as trailer rigs, exhaust kits, HoseTrack reels, and Black Knight equipment. Those items are sometimes available immediately, but generally may be delayed for as much as 10-15 business days before they can be shipped. Please understand that we are a small business with one-of-a-kind designs and we cater to a niche customer base. Delays are to be expected for specialty items.
Most of the items we send to you are actually sent directly to you by the manufacturer. We maintain a stock of basic items, but do not stock many of the items found on our online store in our physical inventory.
We do not require you to sign for 80% of the shipments we send for your convenience and because it saves you money. That means it is your responsibility to make sure your delivery information is completely up to date when you call in an order or place it online. We ship to the address we have on file for you, and we are not responsible if you fail to inform us of a change in delivery address at the time of your order.
Any "free freight" offer is limited to certain products, quantities, and may have other limits. It always excludes Pressure-Pro equipment, trailers and tanks. Free freight, if offered, is available for ground shipments only to commercial addresses in the lower 48 states (to web store shoppers only). Any free freight offer does not include express delivery, delivery notification, lift-gate services, residential delivery, or any other additional-charge services. Please note that any additional services requested will be charged accordingly. There will be an automatic $35 residential delivery fee for all Free Freight shipments that ship by truck (large or very heavy items) to a residential address (any address identified as such by our shipping software). There is no residential delivery charge if the shipment goes "Ground" (i.e. FedEx or UPS). We reserve the right to select how we ship any order.
A commercial address is one where there is an operating business with someone capable of receiving goods always there between 8am and 5pm, Monday through Friday. Simply because you operate your business from your home does not make your home a commercial address. If you don't have a commercial address, you might have a friend or associate with one. You might be able to ship to your friend's address with their cooperation.
If you do not have a commercial address for receiving the goods, or if you require lift-gate service, just let us know when you order. We will bill you a minor amount for any extra-charge services and call you for your approval of those charges before we bill them. We reserve the right to choose the carrier for which we use to ship your order. Please check your email for tracking information to determine which carrier was used.
Please note: orders of sufficient size and weight are shipped via truck line. Shipments of this nature require you to be available to receive the item(s). Any truck shipment to a residential address (as identified by our shipping software) will be subject to a Residential Delivery Fee of $35. This fee will be charged separately.
If you are getting a shipment via truck line, most drivers expect you to unload the item from the tailgate of the truck. If you do not have forklift equipment, you would be wise to request lift-gate service. There may be an extra charge for this.
If you have any questions about shipping or other policies, please let us know right away!
We want you to be completely satisfied with your purchases from us. Please let us know right away if you have any problems or questions about any SBSMD purchase. You can email us at email@example.com
All Sales At Sun Brite Supply of Maryland Are Considered “FINAL”.
This is our strict policy, not subject to change or interpretation or exceptions. Our low prices are dependent on policies like this. Truth is, most of the items we sell are not suitable for return because of the cost and hassle of a return shipment. For example, if Ready Seal does not perform as your customer expects this is not a warranted situation. The manufacturer has no control over how you prepped the surface or applied the product. Since you opened the container to use it, that container is not returnable for that reason as well. Finally, shippers won't accept containers of liquid that have been opened.
At the time you place your order, our process includes reading the complete order back to you and verifying the "Ship To" address and the credit card you want to use. Once we have read your order back to you and you have verbally approved the information, the order is processed immediately. Please pay attention during this phase of the order process, because this is the last chance you have to make any corrections.
If a purchaser changes his mind about wanting any item ordered for any reason, and doesn’t realize that fact until after the purchaser attempts to use or install the item, the purchaser has already made a FINAL purchase.
Nevertheless, if a purchaser assures us he did NOT open the package and did NOT try to install the item, he can return an item to us for a full store credit OR a partial refund sent by check. Items can be returned only under the following conditions:
• The customer must pay the cost of returning the item. He must pre-arrange for the return by calling us for an RGA number, and must clearly mark the exterior of the carton with that RGA number. Boxes that come in without any RGA number stump us completely, and we frequently end up just donating those items to a local police charity.
• Customers must return the item to us within 30 days.
• Goods that have been used or installed or damaged or even just improperly handled or are missing any parts cannot be returned under any circumstances – no exceptions.
• Electrical parts of any nature (motors, electric burner igniters, transformers, burner assemblies, etc.). cannot be returned under any circumstances – no exceptions.
• Books and manuals are not accepted for return under any circumstances.
• Custom-made items and items made-to-order such as burner exhaust kits are not returnable.
• Liquids such as opened sealers or cleaners will not be accepted for return. Liquids that have not been opened may be returned, but be advised that shipping products back that are classified as Dangerous Goods require a certified packer and a payment of the Dangerous Goods fee to the shipping company.
• Any item for return must be in the original container and complete with all parts and manuals usually provided with that item. An item returned without any of the above mentioned items or items judged to be in a “used” state in our opinion or in less-than-perfect condition will not be accepted and no credit will be issued. Under these circumstances, the customer can get the item back by arranging to pay the freight cost to return the item.
• Credit for returned goods is the customer's choice of either a 100% ‘store credit’ or a 75% refund sent by check within 30 days of acceptance of the return. The 25% deduction covers our cost of handling your order and the charges taken from us by the credit/debit card companies. No refunds are made to credit/debit cards or PayPal accounts. No exceptions. Store credits expire after 12 calendar months.
There are, by nature, some products that can't be returned - such as opened liquids. Sorry, but freight costs are not ever refundable.
CANCELING AN ORDER, CHANGING AN ORDER
If you place an order on-line and then attempt to cancel that order after the fact, our policy is:
1) If the order has not left our shipping warehouse, then you will be allowed to cancel the order. This refund will be done as a store credit only.
2) If the order has already shipped, then we will work with you to re-route the shipment back to us. You will be responsible for all expenses involved, which includes all freight costs (including the additional freight to re-route the shipment) plus our time. Refunds are in the form of store credit only. No exceptions will be made to this policy.
Once an order is placed, we speed into action to get the item shipped as quickly as possible. Calling us to add to an order already placed has to be treated as a separate order.
Sun Brite Supply of Maryland can arrange lease financing for any large equipment purchase. Typically, purchases must be $1000 or more, and the buyer has to have been in business for more than one year. We can arrange leases for start-up companies if the owner has good personal credit. The rates are competitive, and the application can be processed right on the phone within minutes. Please email us at firstname.lastname@example.org or call 301-519-9274 to get the process started.
Internet pricing does not apply to lease-purchases.
All transactions are in U.S. dollars. Customers outside of the U.S. are required to pay for large orders by wire transfer. Call us for additional information.
The pictures used throughout this site are for illustration purposes. Sometimes the picture is not of the exact model indicated, but is somewhat similar. If any detail you find in a picture is important to you, please ask us about that feature before placing your order.
Products, Warranties, and DIY Users
Our primary customer is a contractor who already has some experience and/or training on how to use strong cleaners and high-powered equipment. Frequently, contractor products are often made more concentrated to produce larger quantities (and thus may be inherently stronger) than most untrained or inexperienced people should use.
Caveat Emptor. Most of the items we sell can be inherently dangerous if not used by trained or experienced people. We expect any purchaser to have all necessary experience and training prior to attempting to use any product we sell.
We do not warrant the suitability of any product for any specific purpose or use. We do not accept responsibility for how any product may be used or mis-used. We are not responsible for any damage or loss that may result from using any product sold by us. We cannot determine if an order comes from an experienced or inexperienced contractor or a DIYer on our end. Our policy is to fill every order as it comes in, without verifying the experience level of the purchaser.
To help DIYers and less-experienced users find products more suitable to their needs and level of expertise, and to present alternatives to contractor-strength products, we have added a "DIY" section of products on this store.
The seller, Sun Brite Supply of Maryland, does not warrant the quality or suitability of any product sold. Any warranty, if provided, is solely provided by the manufacturer of the product. If you wish to present a warranty claim on any product you purchase from us, we will facilitate that process to the best of our ability but we will not replace any item except through the original manufacturer of that item according to that manufacturer's specific warranty repair or replacement process. If you wish to pursue a warranty issue on any product you purchase from us, please call us at 301-519-9274 to make arrangements for us to handle the process for you.
All prices and terms on this internet store are "Internet Only" prices and therefore are for web shoppers only. Store prices may vary by location. Telephone Shoppers are charged in-store prices. Special low pricing is available for high-volume contract purchases.
Items and prices found on this web store are for Contractors Only - other than the items listed in the DIY section of the store.
All prices are subject to change without notice. We accept most major credit cards.
If you place a phone order for any custom-made equipment or non-stock items, a non-refundable deposit of 50% will be charged to your account at the time the order is placed. The balance will be charged when the item is shipped or picked up.
Sales Tax is collected on sales within the state of Maryland on our web store. Other out-of-state customers are responsible to report and pay sales tax to the state where they live.
Please don't be offended, but orders from first-time customers may take a few moments longer to process. Due to the sheer number of credit card problems these days, we have to limit the size of orders from customers we don't know yet. We also verify that the "ship-to" address of orders from new customers matches the billing address for their credit card. Forgive us for being cautious. We will get to know ya'll soon enough, though, so don't worry.
Due to credit card fraud and identity theft we also verify the credit card information before we ship any part of the order. This may delay the shipping of your order. To help us, please make sure that all information you enter in the billing screen is accurate to ensure the fastest processing times. We will contact you and resolve any problems as fast as possible so you can get your order in the best time frame.
Minimum order size is $40 on this store.