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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.
Ordering:
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’t 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. An 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 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
and Return Policy
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.comare 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.
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