Shipping, Delivery, Returns & Cancellations
Order Processing & Product Lead Times
Tank Supply Direct works with manufacturers throughout the United States, and many products are made to order or require manufacturer lead time. The lead time shown on the applicable product page is the expected production or fulfillment window for that product and may also be confirmed by a Tank Supply Direct representative.
Lead times are estimates based on current manufacturer information and may change because of production schedules, material availability, order configuration or other circumstances outside of Tank Supply Direct’s control.
Shipping Methods
Orders may ship by UPS or another parcel carrier, LTL freight, truckload, flatbed, hotshot or another specialized carrier depending on product size, weight, quantity, destination and manufacturer shipping requirements.
Tracking or shipment information will be provided when available after the order ships.
Freight Rates & Adjustments
Freight charges displayed at checkout are estimates and may be subject to final carrier confirmation before shipment. Final freight cost can change because of delivery location, shipment dimensions or weight, residential delivery, liftgate service, limited-access locations, carrier corrections, special equipment requirements or a backup rate generated when a live carrier rate is unavailable.
If the final freight charge is higher than the amount collected at checkout, Tank Supply Direct will contact the customer before booking the shipment. No additional freight amount will be collected without customer approval.
If the customer does not approve an adjusted freight charge, any cancellation request remains subject to the order’s production status and the cancellation terms stated in this policy.
LTL & Truckload Delivery
Standard LTL freight delivery is curbside delivery unless another service is specifically purchased or confirmed in writing.
The carrier is not responsible for moving the product into a building, garage, yard, installation location or other final placement area. The delivery location must be safely accessible to the type of truck required for the shipment.
Residential & Commercial Delivery
Residential deliveries may require carrier contact or a delivery appointment when requested, purchased or required by the carrier. Commercial deliveries generally do not require a delivery appointment unless one is specifically requested, purchased or required.
Customers are responsible for providing an accurate delivery-address classification and any delivery-site information needed to quote and complete the shipment.
Liftgate Service & Unloading
The customer is responsible for unloading the shipment unless liftgate service or another unloading service has been purchased and is available for the shipment.
Liftgate service means the carrier uses a hydraulic lift to lower eligible freight from the truck to ground level. Liftgate service does not include inside delivery, placement, installation, movement to a final location or removal of packaging.
Additional Carrier / Accessorial Charges
Additional carrier charges may apply when services or conditions were not included in the original shipment quote. Examples may include liftgate service, residential-address correction, limited-access delivery, redelivery, storage, detention, reconsignment or delivery-address changes.
Tank Supply Direct may pass through additional charges actually assessed by the carrier when they result from inaccurate information provided for the order, customer-requested changes or services, or delivery circumstances outside the service originally purchased.
Tank Supply Direct does not add an after-the-fact accessorial charge unless the carrier has assessed or requires the applicable service or charge.
Flatbed, Hotshot & Oversize Freight
Some products require flatbed, hotshot, oversize, permit-based or other specialized transportation and cannot be quoted through standard parcel or LTL methods. These shipments should be bid before purchase whenever possible.
If an order is placed before the specialized freight rate has been finalized, the applicable freight charge may be added to the invoice for customer approval before the shipment is booked.
Cancellation eligibility remains subject to the order’s production status and the cancellation terms stated in this policy.
Delivery Dates & Transit Times
Manufacturer lead times, ship dates, transit times and delivery dates are estimates unless Tank Supply Direct expressly confirms a guaranteed service in writing.
Tank Supply Direct cannot guarantee a specific carrier delivery date or time when the shipment is moving under a non-guaranteed freight service.
Tank Appearance & Cosmetic Freight Marks
Large industrial tanks and similar products may experience minor cosmetic marks during normal handling and freight transportation.
Superficial scratches, scuffs, rub marks or surface abrasions that do not penetrate the product, compromise structural integrity, damage fittings or prevent the product from functioning as designed are considered cosmetic and are not treated as functional freight damage.
Cracks, punctures, severe deformation, damaged fittings, missing components or other conditions that may affect safe or intended use should be documented and reported.
Inspection at Delivery
All freight shipments must be inspected at the time of delivery before the delivery receipt is signed.
Inspect the product and packaging for visible damage, shortages or other obvious issues. Photograph any questionable condition and retain packaging materials when a claim may be required.
Visible Freight Damage
Any visible freight damage must be clearly noted on the carrier’s delivery receipt or Bill of Lading at the time of delivery before signing.
Failure to note visible damage at delivery may result in the freight carrier denying the claim.
The customer should also email info@tanksupplydirect.com with:
- The order number.
- Photographs of the damage and packaging.
- A copy of the signed delivery receipt.
If the product is punctured, severely damaged or otherwise unusable, document the condition and refuse the shipment.
Concealed Damage
Damage that could not reasonably be identified during the delivery inspection should be reported to info@tanksupplydirect.com as soon as it is discovered. Include the order number and photographs of the product and packaging, and retain all packaging materials.
Concealed-damage claims remain subject to the applicable carrier’s claim rules, documentation requirements and any product-specific reporting deadlines. For PolyJohn holding tanks, concealed damage must be reported within 5 business days of delivery. This does not extend any shorter applicable carrier deadline.
Missing Items or Parts
Missing items, lids, fittings, hardware, pumps, accessories or other components must be reported to info@tanksupplydirect.com within 3 business days of delivery.
Customers should inspect all cartons, packaging and included components promptly after receipt, even if the product will not be installed immediately.
Freight Claims Process
Tank Supply Direct will assist customers with freight-damage claims and carrier communication.
Freight claims are reviewed and decided under the applicable carrier’s rules. Carrier investigation, claim timing, approval and payment are outside Tank Supply Direct’s direct control.
Tank Supply Direct will provide updates as they are received and may request additional documentation needed by the carrier.
Returns & Exchanges
Eligible non-custom products may be requested for return within 14 days of delivery.
All returns require prior written authorization from Tank Supply Direct before the product is shipped back. The product must be:
- Unused.
- Uninstalled.
- Unaltered.
- In new and sellable condition.
- Returned in its original packaging.
Exchanges are handled under the same eligibility and authorization requirements as returns.
Return Fees & Shipping
Unless a confirmed manufacturer-specific return policy requires a different fee or prohibits the return, approved returns are subject to a 30% restocking fee.
The customer is responsible for return shipping costs. Original shipping charges are non-refundable.
Return freight must be arranged and paid as instructed in the return authorization.
Non-Returnable Products
Custom, special-order and made-to-order products are not returnable.
Products that have been installed, used or altered are not returnable. Products restricted from return by the applicable manufacturer are also not returnable.
Unauthorized or Refused Returns
Products returned without Tank Supply Direct authorization may be refused and may not be eligible for credit.
A customer who refuses an otherwise undamaged shipment without prior authorization may be responsible for outbound freight, return freight, carrier charges and any applicable restocking fee or manufacturer charge.
Refunds
After an authorized return is received and accepted in new, sellable condition, the refund will be calculated according to the applicable return authorization and manufacturer return terms.
Applicable restocking fees, original non-refundable freight and other approved charges will be deducted from the refund.
Cancellation Within 24 Hours
If a cancellation is approved within 24 hours of order placement and the order has not already entered production or become non-cancellable under manufacturer terms, a 5% cancellation fee applies.
Cancellation After 24 Hours — Before Production
If a cancellation is approved more than 24 hours after order placement but before production begins, a 30% cancellation fee applies.
This fee covers payment processing, administrative costs and supplier charges.
Orders in Production or Shipped
Once an order has entered production, it cannot be cancelled or refunded.
Once an order has shipped, it cannot be cancelled. If an order is refused after shipment without authorization, the customer may be responsible for outbound freight, return freight and other applicable charges.
Custom & Made-to-Order Products
Custom, special-order and made-to-order products may enter production immediately after purchase and may become non-cancellable before the end of the first 24 hours.
Once processing or production has begun, these products are non-cancellable and non-refundable.
How to Request a Cancellation
To request a cancellation, contact Tank Supply Direct as soon as possible at info@tanksupplydirect.com or 833-465-8265.
Include the order number and reason for the cancellation request. A cancellation is not approved until Tank Supply Direct confirms approval in writing.
Contact & Agreement to Terms
Questions regarding shipping, delivery, returns, freight damage or cancellations may be directed to info@tanksupplydirect.com or 833-465-8265.
By placing an order with Tank Supply Direct, the customer acknowledges and agrees to the applicable shipping, delivery, return and cancellation terms in effect for the order.