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"I would like convey my heartfelt thanks to Molly in your customer service department. She guided me through a process that I have absolutely no knowledge of."...

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Verified Service Disabled Veteran Owned Small Business
Factory Express Order Information & Policies

We value your business and will do everything we can to make your shopping experience easy and efficient. The principle that customers come first is the foundation of our business. Our job is to provide you with the best experience possible.
CONTENTS
Contact Information and Office Hours
Customer service representatives are available Monday-Friday between the hours of 8:00 a.m to 4:30 p.m (MST).
We can be reached in the following ways:
Telephone: (800) 399-2564. For International Orders please call (505) 247-3232.
Fax: (505) 891-4641.
Email: info@factory-express.com.
How to Place an Order
You have several options when placing an order:
  • Call our customer service at (800) 399-2564.
  • Fax purchase orders to (505) 891-4641.
  • Email to info@factory-express.com. Please do not include your credit card number in your order (see Information Security for further information). A customer service representative will call you within 24 hours.
  • Order most of our merchandise through our secure online shopping cart (see international orders under shipping information).
  • During our normal business hours you may also use our website chat option to speak to a representative.
All prices listed are in U.S. Dollars and subject to change. We require a minimum merchandise order of $15 (excluding S&H), or a small order fee will be administered.
Information Security
Any personal information (name, billing address, phone number, and credit card information) can be entered on our shopping cart and is secured by 128-bit encryption. This encryption ensures that your transaction cannot be viewed, intercepted, or altered by unauthorized parties.
You can check your Web browser’s status bar (look for the closed padlock icon located at the bottom of the window) to make sure you are viewing secure pages. This icon will appear in the latest versions of Internet Explorer and Netscape Navigator.
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.
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 product advertised on our 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 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 Information & Options
Processing Time
Your order will be processed when we receive payment confirmation (see terms information under the Payment heading below). Credit card payments usually process within 24 hours. This timeframe will increase if we are unable to obtain an approval code from your card issuer or we need additional information.
Total Delivery Time
Once we receive payment confirmation, it will take between 1-3 business days for our warehouse to process your order and transport it to the carrier.
Standard delivery will take between 3-10 business days to arrive. For our customers that need their merchandise quicker we offer expedited shipping options. Expedited shipping requests for same day processing may have varying cut off times depending on where the merchandise is warehoused.
We ship backordered items as soon as they are available. Your order may be split into multiple shipments, which will allow us to fill your order as quickly as possible.
Shipping Methods
UPS or FEDEX usually ship items that weigh less than 100 lbs., unless otherwise specified.
Items that weigh over 100 lbs, or those that require special handling, are shipped via truck.
Freight Shipping Options
Dock to Dock:
LTL carrier will deliver to a business with a dock that has appropriate dock plates. Customer is responsible for moving product to desired location, unpacking, and removal of pallet and packaging material.
Lift Gate:
LTL carrier will deliver from one destination to another. A liftgate is used to remove the product from the truck and place it on the ground. Customer is responsible for moving product to desired location, unpacking, and removal of pallet and packaging material.
Truck to Ground with Inside Placement:
LTL carrier will deliver and unload to curbside by liftgate or man lift and deliver to inside location just over the threshold. Carrier will NOT deliver to a room of choice, go upstairs, unpack, or remove pallet and packaging material.
Full Service White Glove (Available for Safes):
Full service LTL carrier will unload product by liftgate, move safe inside to a designated room, and unpack. Service may include up to two (2) flights of stairs with up to ten (10) steps per flight. The carrier will NOT remove doors, railings, furniture, or make any movements which could cause damage to the product or property.
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, inside delivery, or a limited access delivery may be charged by the freight company.
Shipping Costs
Factory Express' online shopping cart was designed to provide you with accurate shipping costs at the time you place your order. However, shipping costs may vary, especially for equipment that needs to be delivered by truck.
If the charges given to you on our online shopping cart are different than the actual shipping cost then a Factory Express customer service representative will contact you with the accurate shipping cost prior to processing your order.
Free Shipping
At our discretion, we may offer free freight on one or more of the products that are on 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 our products or ship them 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 customer service representative will do their best to provide you with accurate shipping costs; however, the transportation company may charge additional custom or brokerage fees. Your customer service representative will provide you with an estimated cost of shipping. The total actual cost depends on brokerage or custom fees charged by the shipping company at the time of delivery. Factory Express is not responsible for any additional charges originated by the transportation company.
At the present time, we only process orders shipped within the United States and Canada (including territories) through our online shopping cart . If you wish to place an international order for products to be delivered outside the US or Canada you must contact one of our customer service representatives at 505-247-3232, or email us at info@factory-express.com.
Payment
All payments are required to be in US Currency. If you reside outside the US, we may require you to remit payment by guaranteed funds, such as Western Union®, Money Gram® or wire transfer.
Factory Express accepts all major US credit cards.
Money orders, cashier checks, and personal checks will take about 14 business days to clear the bank. They must be written for the exact sales order amount, including shipping costs.
Purchase orders will only be accepted from approved customers.
Sales Tax
New Mexico State sales tax is assessed at the current rate and added to all invoices with products that are being shipped to a New Mexico address. Customers in other states are advised to check with the appropriate state agency to determine their 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 per month (or $5.00 minimum) will be assessed on outstanding balances each month. Accounts that are past due 60 days or over, face the loss of credit with Factory Express. Please contact one of our customer service representatives to discuss terms or if you have any questions.
Our customers agree to the terms and policies as stated with the submission of a purchase order.
Leasing
Financing options advertised on 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. If 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 cannot, 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.
Return & Exchange Policies
By placing an order with Factory Express, you are accepting our Return & Exchange Policies. If you do not accept or you have questions please email or call us at 1-800-399-2564 immediately, so we may assist you in answering any questions, or cancel your order. If we have not heard from you by the end of the business day on the day of your transaction, the terms are considered accepted.
Factory Express proudly offers a money back guarantee on all approved returns under $500 upon request. All exchanges and returns are at the discretion of Factory Express 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 its 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; furniture or safes once installed or assembled, food, beverages, medicines, software, items that have been used, items not in their original packaging, and special order or made to order products 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.
Return & Exchange Shipping Procedures
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 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. Factory Express cannot estimate these fees or taxes and is not in any way responsible for their payment.
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. If the item is not returned to Factory Express in new condition or if the item is damaged in any way, you will be responsible for the cost of repairs or the cost of the machine (whichever is less). When returning a product that originally received free shipping, your credit will be reduced by the normal shipping costs charged by Factory Express. 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) or issued as a credit back to your card upon request for returns of $500 or less. 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.
Receiving Credit for Your Return
While Factory Express tries in good faith to make sure the information contained in our web site is accurate, we are not responsible for typographical errors or technical inaccuracies. In the event that a Factory Express product is mistakenly listed at an incorrect price or quantity, Factory Express reserves the right to cancel or refuse any orders placed for product listed at the incorrect price or quantity. Factory Express reserves the right to cancel or refuse any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Factory Express will issue a credit to your credit card account in the amount of the incorrect price.
Product images are shown for representational purposes only. Due to the variances in computer monitors and manufacturers changing physical aspects of products (such as color), we cannot guarantee that the color represented in a product image is exactly what you will receive. Additional accessories or contents depicted in product images are not provided with the product unless clearly stated in writing.
FAQ's
How long do I have to return an item?
An RMA number must be obtained within 14 days of receipt of merchandise; once you have received an RMA number, it is valid for 14 days.
When will my credit card be credited?
Once your return has been received and accepted, please allow one to two billing cycles for your credit to appear on your statement.
Will I be charged for return shipping?
Unless an item was shipped to you in error or received damaged, return shipping is at your expense, using the carrier of your choice. Please insure the product and make sure you keep a tracking number for your records.
What happens if I receive the wrong item or my item arrives damaged?
If you receive an item in error or your order arrives damaged, please contact us immediately at 800-399-2564 so we can resolve the problem.