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Shipping policy

If no one is available to sign for the delivery when the driver attempts, there will be additional charges for redelivery to your location. In the event that we are unable to collect the redelivery fees before carrier storage fees are applied, the items will be returned to the shipping location. The returning freight will be processed as a standard return, which includes a restocking fee and return shipping taken from your credit card or method of payment.

Damaged/Missing Items - Common Carrier

If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:

  • Note it clearly on the delivery receipt before signing
  • Keep your copy of the delivery receipt
  • Contact us within 1 business day
  • Keep the damaged packing materials for inspection
  • Take a minimum of 5 pictures of the damaged items and packaging at the time of delivery
  • The delivery driver must write down all damage found on the delivery receipt.


Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable condition. 

Damaged/Missing items - Ground

Great care is taken when packing your order, but on rare occasions damage may occur or an item may have been missed. Upon receiving your order, please inspect it for any damages or missing items. If any part of your order is missing or damaged, please keep the items and packaging, and contact us within 1 business days of receiving your order so we can find a solution for you! Pictures of damage will be requested to help with the process.

Delivery Time

We’re dedicated to getting your order to you as fast as possible, so our warehouse strives to have orders processed and ready to ship (Monday through Friday, 8:00 a.m. to 4:30 p.m., central time). Some items will be shipped directly from the manufacturer, in which case the delivery times may vary. Common carrier deliveries range from 1 to 10 days for delivery, depending on your proximity to the shipping origin. Ground shipping can take anywhere from one to seven days. All delivery times are estimates. Donut-equipment.com is open Monday to Friday (8:00 to 4:30) and the average fulfillment times on product that is ordered from the manufacturer is 10 buisness days to our fulfillment center, then the shipping time to you. We will provide you tracking within 24 hours of the item leaving the fulfillment center. If you have questions concerning your shipment, you can call the phone number provided and leave a message and our staff will email you or call you.

Errors in Shipment

Great care is taken when packing your order, but on rare occasions errors may occur. If there is an error with any part of your shipment, please contact us within 1 business days of receiving your order so we can find a solution for you!

Lost Shipments

While we put our best effort into making sure your items arrive on time, there are rare occasions where our carriers will lose a shipment. In these situations, it’s our highest priority to find your items and will work with the carrier to do so. For ground shipments, a trace will be started with the carrier that is delivering your shipment. If there is no movement on the tracking, the terminals that your package went through will be checked. If your shipment is delivered but you do not have the package, the driver that delivered the package will be asked to confirm where it was delivered to. 

For common carrier shipments that are lost in transit, our team will begin a dock check with the carrier company, and the terminals that the shipment was moved through will be checked for the lost product. 

Traces with FedEx and dock checks with the carrier will take approximately 3-5 business days to complete. We make it our priority to keep you updated as to the status of the trace or dock check while it is completed. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.

Methods & Charges

Certain large and heavy items require a common carrier freight service is used.
Shipping charges for common carrier and small package items are calculated by factoring in the weight, dimensions, and shipping distance. Most items on the site are Free freight.

The vast majority of our products can be shipped with a parcel carrier to a residential address. Bear in mind that these carriers charge more to ship to a residential address versus a commercial address. This difference is usually several dollars, but varies by region, and will be reflected in your shipping charges.

If you plan to ship to a UPS Store location, please be aware that not all locations will accept packages shipped by FedEx or another carrier.

Packaging

Packaging that is used during shipment is designed to keep the contents of your order safe from damage or mishandling of products. On occasion a shipment will be received with damage to the packaging. Because the packaging is designed to protect the products that we ship, compensation will not be offered for packaging damage. If the actual items in your shipment are damaged, please contact us right away so we can arrange for compensation or replacement. Occasionally we will ship items in recycled boxes which may contain descriptions unrelated to the products inside in an effort to be more eco-friendly. This practice also allows us to cut costs on packaging which then is reflected into lower prices on our items. Be sure to inspect the actual items inside of the packaging before refusing a shipment due to incorrect information on the boxes.

Shipping to Residential Addresses

Commercial equipment ordered for installation in a residential location may be placed on hold for review. Equipment is made to comply with commercial codes and therefore can be inappropriate, unsafe, and unintended for use in a home environment. Use outside of a commercial application may void the warranty. You will be notified as soon as possible if there are questions regarding the application of your commercial equipment. We reserve the right to deny shipment for residential usage. Shipping to residential addresses may also carry additional fees that a representative will contact you to request payment for residential shipping above the normal shipping fees if they are requested by the shipper before the item ships. 

Special Order Items

In order to maximize the products we’re able to offer to you, some items on our website are not normally stocked in our warehouses. These items may be shipped directly to you from the manufacturer, or brought into our warehouse with our next stock order from the manufacturer and then shipped to you. 

Please note - we are not always able to cancel special order items once the order is placed and may not be returnable. If you purchase the item from Donut-equipment.com and the item is ordered on your behalf then you cancel the order for any reason. The maximum that will be refunded will be 70% of the purchase price.

Split Shipments

While we do try to consolidate shipments as much as possible, we cannot guarantee every item will ship together due to where items are sourced from.