Ordering from Factory Express*

At Factory Express, we value your business and strive to do everything within our ability to make your shopping experience with us hassle free and productive. Our business has been built on the principle that the customer comes first and that it is our job to serve you in the best possible way. Our Customer Service Representatives are available to assist you by phone, fax or email during normal business days (Monday - Friday) between the hours of:

7:00 am to 5:00 pm, Mountain Standard Time(MST).

Our toll free number is 1-800-399-2564 in the U.S. If calling from outside of the U.S. please call 505-247-3232. Our fax number is 505-891-4641. Send email to info@factory-express.com.

All merchandise can be ordered by contacting our Customer Service Department toll free at
1-800-399-2564. Purchase orders may be faxed to 505-891-4641 or emailed to orders@factory-express.com. Additionally, you can now order most of our merchandise through our secure Online Shopping Cart (see international orders). All prices listed are in U.S. Dollars and are subject to change. There is a minimum order amount of $35.00.

Information Security:
Any personal information including name, billing address, phone number and credit card information, gathered on our shopping cart is secured by 128-bit encryption, ensuring that your transaction cannot be viewed, intercepted or altered by unauthorized parties.To be sure you are viewing secure pages, check your Web browsers status bar located at the bottom of the window for the closed padlock icon. This icon will appear in the latest versions of Internet Explorer and Netscape Navigator. Also, all browsers display an "s" after the "http" (https://...) in the Web site address to indicate that you are in a secure environment. Please do not send your credit card information by email as this is not secure.

For your protection, all orders over $500.00 will be telephone verified by one of our Factory Express Customer Service Representatives. We also use Internet fraud screening to protect your credit card transactions. Please see our privacy policy .

Low Price Guarantee:
Factory Express will meet or beat any published price on any machine advertised on this web site**. Competitor pricing must be documented, available for immediate shipping and publicly advertised at the time of purchase. Low prices are guaranteed on the product price only; consideration will not be given to any shipping and handling charges that may be assessed by either party.

**Factory Express reserves the right to honor or refuse any low price guarantee request.

Shipping:

Processing Time:
Your order will be processed as soon as we are able to confirm payment (see Payment and Terms sections for detailed information). Credit card processing normally takes less than 24 hours but can take longer if additional information is needed or if we are initially unable to obtain an approval code from the card issuer. For your protection, all orders over $500.00 placed via our on-line shopping cart are verified by telephone prior to the order being processed.

Total Delivery Time:
The total time that it takes for you to receive your order depends on the amount of time that it takes for us to confirm your payment, warehouse processing time (usually 1-3 business days) and the transit time from the carrier. This can range from 3-10 business days for ground shipping on in-stock items.

Backordered items are shipped as soon as they are received. Your order may be split into multiple shipments which will allow us to fill your order as quickly as possible.

Factory Express offers expedited shipping options because we understand that there may be times when you can not wait 3-10 business days to receive your order. Cut-off times for same-day processing of expedited shipping requests will vary depending on where the equipment is warehoused.

Shipping Methods:
Most items under 100 lbs. are shipped, unless otherwise specified, using UPS or FEDEX. Items over 100 lbs, or those requiring special handling, are shipped via truck. Shipping charges for trucked items are calculated for a commercial delivery, which is considered to be "dock to dock". The transportation company may assess additional charges for services that extend beyond delivery of the equipment to the destination, for example an additional charge for a Residential Delivery, and Inside Delivery, or a Limited Access Delivery may be charged.

Shipping Costs:
Factory Express's Online Shopping Cart was designed to provide you with accurate shipping costs on all of our equipment. However, shipping costs can vary, especially for equipment that needs to be sent by truck. A Factory Express Customer Service Representative will contact you with a shipping quote prior to processing your order if the charges provided to you through our Online Shopping Cart are different from the actual shipping costs.

Free Shipping:
At the company's discretion, Factory Express may offer free freight on one or more of the products that we offer for sale. Free freight is based on the ground shipping schedules/rates offered by UPS or FedEx and is valid only in the Continental US. We will be happy to expedite the shipping on these products or ship outside of the Continental US, however additional shipping charges will be applied to your order.

International Orders:
Factory Express can ship your purchase to almost any address in the world! Different costs and regulations may apply when your purchase is being shipped outside of the Continental US. Your Factory Express Customer Service Representative will do their best to provide you with accurate shipping costs, however additional custom or brokerage fees may be charged by the transportation company.
At the present time, we only process those orders shipped to locations within the United States (including territories) through our online shopping cart. If you wish to place an international order for products to be delivered outside the US you must contact one of our helpful Customer Service Representatives. Please call 1-505-247-3232 or email us at mailto:info@factory-express.com

Payment:
All payments are required to be made in US Currency. If you reside outside the US, you may be required to remit payment by guaranteed funds such as Western Union® or MoneyGram®. Factory Express accepts all major US credit cards. Money orders, cashier checks, and checks take about 14 business days to clear the bank and must be written for the exact invoice amount, including shipping costs. Purchase orders will be accepted only from approved customers.

Sales Tax:
New Mexico State sales tax will be assessed at the current rate and added to all invoices with products being shipped to a New Mexico address. Customers in other states are advised to check with the appropriate state agency to determine sales tax liability and payment.

Terms:
Factory Express offers open accounts with Net 30 Day terms, subject to credit approval. All amounts are due within 30 days or a 2% late fee (or $5.00 minimum) will be assessed. Accounts past due 60 days or over face the loss of credit with Factory Express. With the submission of a Purchase Order, our customers agree to the terms and policies as stated.

Leasing:
Other financing options advertised any Factory Express e-commerce site, such as equipment leases, are available through a 3rd party provider. Factory Express does not have a legal partnership with these featured companies and they are solely responsible for their own obligations to you. Should you desire to obtain financing through a leasing company, you are under no obligation to use the leasing company featured on www.factory-express.com, however, other leasing companies will be subject to approval by Factory Express.

Monthly lease payments calculated on www.factory-express.com are only approximations and are not guaranteed. Eligibility, rates, and payments for leasing options are not determined by Factory Express, therefore Factory Express can not, in any way, be held responsible for the credit decisions made by a 3rd party leasing company.

Factory Express reserves the right to determine which, if any, equipment offered on the Factory Express website can be financed through a 3rd party leasing company. An "All Sales are Final" policy will apply to all equipment financed through a 3rd party leasing company. If your factory packed equipment arrives visibly damaged, please note any and all damage to the carton on the delivery receipt or kindly refuse the delivery and contact Factory Express immediately. Please unpack and inspect all equipment within 1 (one) business day, if the incorrect item is shipped to you or if the merchandise arrives damaged, please contact Factory Express and your leasing company immediately. Once we have evaluated the problem, we will do our best to ensure that you receive the correct item or a replacement item. Incorrect items will be substituted with the correct ones at no cost to you.

Return Policy

Return Procedures:
All exchanges and returns are at the discretion of Factory Express, Inc. and MUST have a Return Merchandise Authorization (RMA) Number. An RMA number must be obtained within 14 days of receipt of merchandise. Merchandise must be undamaged and returned in new condition in it’s original packaging. You may request an RMA number by filling out the ”Exchanges and Returns” form. Once you have submitted your online form you will receive a confirmation number via email for your RMA request (this is a receipt for your RMA request, this is NOT your RMA number and is not an approval to return your merchandise). A Customer Service Representative will contact you for any additional information that may be needed and to assign your RMA number if approved for return (number is valid for 14 days). Factory Express reserves the right to determine applicability; custom and made to order equipment or supplies may be excluded.

Returning Damaged Merchandise:
It is the customer’s/receiver’s responsibility to note any damage or possible damage to the delivery driver upon delivery. Damaged or missing items must be reported to Factory Express within 48 hours of receipt. DO NOT discard any packing until you have determined the item is in acceptable condition and does not need to be returned for any reason. It is the responsibility of the shipper to file damage claims with the carrier. It is the customer’s responsibility to keep the package in the condition it was received and have it available for the carrier to pick up and inspect. Failure to do any of the above may invalidate the claim or delay the claim process, which in return can invalidate or delay the credit process to your account. Defective merchandise is dealt with based on the manufacturer’s warranty.

Shipping Procedures for Returns:
All items must be in their original box and packaging and returned via insured, pre-paid freight to the address specified by the Factory Express Customer Service Representative. We suggest shipping with a carrier that provides proof of delivery, as items lost or damaged in transit cannot be credited back. Your RMA number must be noted on the shipping label so we can associate it with your account. Please do not write the RMA number on the box, products cannot be accepted if their original boxes are marked, damaged or written on. Boxes without an RMA number on the shipping label will not be accepted and will be shipped back to the customer collect. Shipping charges are nonrefundable. Factory Express pays return shipping ONLY for items shipped to you in error or received damaged.

Orders shipped to addresses outside the United States:
Orders shipped to addresses outside the Continental United States may be assessed a tax or duty by the country accepting the package(s). Taxes, duties or brokerage fees are to be paid directly by the customer and are not refundable under any circumstances. Please check with your customs office to make sure you understand all fees that may be assessed on your order.

Receiving Credit for your Return:
After your return has been received and inspected a restocking fee of up to 20% of the original cost of the item may be charged. Factory Express reserves the right to determine the value of an item that has been exchanged or returned. Credit will then be issued in the form of store credit to your Factory Express account (your account number is your Customer ID on your invoice). Store credit can be used towards any product sold by Factory Express and must be used within 12 months from the date credit was issued.