Shipping & Return Policy

Make sure to contact our Support Team with any particular questions regarding your return.

 Shipping

  • Please allow 3 - 7 business days for handling. Though items may ship sooner than 7 business days, many of our larger items need at least 5 business days to determine a pick-up date. 
  • In the contiguous United States, smaller items will be delivered in about 7 business days after tracking is sent to you, with many items being delivered before (depending on your location.)
  • Please note: There may be delays due to high demand and carrier availability
  • If the incorrect item is received, contact support using the link above and they will work to sort it out immediately.
  • If you have not received your delivery, please contact support immediately. We cannot guarantee your order will be recovered/ refunded if customer service is not notified of the issue within 30 days of your original estimated delivery date.
  • Risk of Loss: Risk of loss of the products passes to Buyer at the time the products are delivered to the shipping address.
  • We only ship within the contiguous United States (we do not ship to Mexico, Canada, Europe Hawaii, Alaska, military bases, U.S. Territories / Possessions, etc.) 

 

Freight Shipping

  • Larger items are shipped via freight carriers on pallets, these items will currently take 7 business days to leave our warehouse. Once the order leaves the warehouse, tracking will be sent to you via e-mail.
    • Items that ship via LTL: MKM-81010, MD-9010G, SM-4008, SM-4903, SM-4033 (and orders with several items may ship LTL as well.)
    • Special requests from the freight company will incur additional service fees which can be billed before or after the order is delivered.
    • Please allow 14 business days (more / less depending on location) for the order to deliver (in case of hiccups during transit.)
    • Orders normally deliver in 6 - 10 business days, but we cannot guarantee it
    • If you are located at a "Limited Access Location," a fee of $145 will be applied to your order.
  • The freight company will contact you at the phone number provided with your order to schedule a drop off date that works for both parties (2 - 7 business days from pick-up)
    • A phone number is needed for the freight company to schedule delivery. If you did not submit a phone number along with your address, please message us directly.

  • Delivery is normally only Monday - Friday during business hours.
    • Signature is required upon delivery
    • If the appointment is missed or you are late for the appointment, the carrier will charge a fee for re-delivery or a late charge if they have to wait to deliver the order
    • This is a curbside delivery in which the driver will use a lift gate to leave your order at your curbside
    • Drivers do not assist with unpacking, setup, or delivery in to your home

  • Please inspect your order before signing for it. If there is damage or your order seems incomplete, ask the driver to notate it before signing and let us know. We can contact the freight carrier to remedy the issue (please take photos when damage is noted.)
    • You may refuse the order if it appears heavily damaged, please take photos of the damage before the driver leaves in order to expedite the refund / replacement process
    • If the address is changed after the order is picked up, a fee starting from $100 will be applied by the freight company (the exact amount depends on the distance of the new address from the original address.)
      • Once the unit is shipped, changing the delivery address will not be possible without incurring a fee

  • If you have any questions or concerns, please contact us before ordering.

  • Additional charges may incur for inside delivery or in the event that a customer is unable to accept the delivery in a timely manner. Impex / Marcypro.com is not responsible for these charges.

 

Returns

  • Before shipping your return, please contact MarcyPro by clicking the support link above to receive detailed return instructions from a customer rep
  • The returned product must have been purchased directly from MarcyPro.com
  • Any returns that fall under buyer's remorse will have a 15% restocking fee associated with them and the customer will be responsible for shipping costs both ways.
  • Items returned due to "Better Price Found" also have a 15% restocking fee associated with them and the customer will be responsible for shipping costs both ways.
  • Only items returned within 30 days of delivery and that are approved are eligible for a refund or exchange.
  • The returned product must be in original condition and all accessories must be included and placed in the original packaging.
  • Items that are delivered to the customer in damaged condition may be returned immediately. All you need to do is open a ticket using the support link above and one of our reps would be more than happy to help you attain a return call tag
  • If you find that a part is defective, instead of initiating a return, we highly recommend contacting us and we would be more than happy to help you attain a functioning part as soon as possible.
  • Marcy Pro does not accept unauthorized returns. This includes any items returned without first speaking to a customer rep

 

Exchanges

  • Items that arrive in damaged condition may be exchanged. All you need to do is open a ticket using the support link above and one of our reps would be more than happy to help you attain a return call tag and set up the replacement.

 

Refunds

  • Refunds will be received based on the initial form of payment
  • If a credit card was used, your account will be credited within 14 business days and it will be shown on your following statement depending on the issuing bank / billing cycle.
  • Some items are non-refundable
  • Products returned without a valid RA number will not be refunded or credited.

Cancellations

  • If the order is cancelled / returned after the order is picked up by the freight company, a charge for shipping will be incurred by the customer for the freight company to pick the order up and return it.

  • Any returns that fall under buyer's remorse, no longer needed, etc. will have a 15% restocking fee associated with them and the customer will be responsible for shipping costs both ways as noted above.

  • Marcypro.com reserves the right to cancel orders shipping to freight forwarders or to non-billing addresses

  • Marcypro.com reserves the right to cancel orders deemed as a high risk of suspicious activity, fraud, or drop shipping (based on parameters provided by our merchant processors)

Items that ship via LTL: MKM-81010, MD-9010G, SM-4008, SM-4903, SM-4033 (and orders with several items may ship LTL as well.)