Shipping and Returns

When an order is very heavy or awkwardly shaped, a Less-Than-Truckload (LTL) shipment on a pallet may be required. LTL shipments are only available to continental U.S. customers. Please inspect all LTL shipments before accepting them.

IMPORTANT: If your LTL shipment is damaged, please refuse delivery and contact QRFS immediately. (Refused orders will only be refunded or reshipped if they are LTL shipments. All other refused packages will be refunded less a 25% restocking fee.)

We provide an estimate for shipping times. Once an item is shipped, QRFS will email a tracking number as soon as it is created to the email address associated with the order. Most packages ship from the QRFS Headquarters in Ashland, VA.

We cannot guarantee delivery times. In the event of inclement weather or carrier delays beyond our control, shipping timelines may be extended.

Expedited services (next-day air, two-day air, etc.) are business day services. This means that weekends do NOT count towards the service standard. An in-stock order shipped on a Friday via two-day air will arrive on Tuesday and next-day air will arrive on Monday.

Please contact us if you need special shipping arrangements.

Hazardous materials include glues, solvents, paints, fire extinguishers, compressed air, smoke-in-a-can, and products with batteries. These products cannot ship via the United States Postal Service, nor can they ship via an air service. They may be subject to hazmat fee which varies by product. If this fee applies and we did not collect it prior to shipping, we reserve the right to collect it before we dispatch the item. If you do not wish to pay the hazmat fee, then we will cancel and refund your order.

We ship to the United States and United States Territories, Canada, Mexico, and most international destinations.

For international shipments, we accept wire transfers. A $25 non-refundable fee applies to all non-U.S. shipments to cover QRFS’s wire transfer processing costs. All fees charged by your financial institution are your responsibility. We will NOT ship orders with incomplete payment.

We have built a national and international network of manufacturers, distributors, and fulfillment locations. Most packages ship from our headquarters in Ashland, Virginia, USA. However, we reserve the right to ship from any of our partners.

We proudly serve customers all over the globe. However, international customers should be aware of a few specific policies regarding your orders.

All prices on the website, in quotes, or discussed by a QRFS team member are in US dollars exclusively. For conversion, we recommend using an online currency converter.

International orders may require 3-5 additional days or more for processing. We only ship international orders complete and will make sure all the items on the order are in a single location before shipment.

Import Duties, Taxes, and Fees

All import duties, taxes, and brokerage fees due at the time of delivery are the sole responsibility of the receiving customer and will be shipped Delivery Duty Unpaid. Commercial invoices cannot be marked as "gift" or feature altered prices. Please do not ask.

International Returns

International orders are complete upon delivery. They cannot be returned or refunded. If your item arrives damaged, defective, or missing, please contact our Customer Support Team.

Shipping Viking Group, Inc. Material to Destinations Outside of the USA and Canada

For orders including Viking-branded material, we are required by the manufacturer to complete an Export Compliance Questionnaire. We will contact you before shipping to request the necessary information and will not ship the material prior to receiving approval from Viking. If Viking is unable to approve your use of their products, we will issue a refund for the Viking material and, where available, offer comparable alternatives.

Shipping Johnson Controls (Tyco) Material to Destinations Outside of the USA

For orders including Tyco-branded material, we are required by the manufacturer to complete an Export Compliance Questionnaire. We will contact you before shipping to request the necessary information and will not ship the material prior to receiving approval from Johnson Controls. If Johnson Controls is unable to approve your use of their products, we will issue a refund for the Tyco material and, where available, offer comparable alternatives.

Countries with a US Trade Embargo

We do not ship to any location the United States’ State Department has a trade embargo or has advised against transacting commerce. Countries with select trade embargos (e.g., individuals are sanctioned but not the country) we will assessed on a case-by-case basis.

Returns will only be refunded if the item is:

• Qualified for a return
• You request a return through your QRFS.com account or our Customer Support Team, and
• Return the product (in the original packaging and in the condition received) within 90 days from the date of shipment.

Items must be returned in the original packaging and condition they were received. All returns will be inspected upon receipt.

IMPORTANT: Any item received by our warehouse that is damaged, clearly used, or does not have a return authorization will be considered a refused package and processed based on our refused package policy.

Once the item is received by our warehouse, we will issue a refund for the items less shipping within three (3) business days.

If we are unable to issue a refund to the original payment method, store credit will be provided instead.

IMPORTANT: We cannot accept returns of items that were used or installed – please ensure the item meets your needs before installing it within your system.

Nearly all QRFS items are eligible for returns except:

• Special ordered items (these will have a part number that starts with "SO-")
• Dry sprinklers
• NIST certificates
• Heavy duty head guards
• Items shipped outside of the United States and Canada.

These items cannot be returned. If special order items arrive with defects, call our Customer Support Team.

What if I want to exchange an item?

Currently, we do not offer exchanges. If you would like to exchange a product, please return it in accordance with our returns process and then place a new order.

How do I start a return?

All returns require a return authorization. You can start this process by logging into your account, finding your order, and starting a return or by contacting our Customer Support Team.

Where do I send a return?

All authorized returns will send an email to you indicating the address to return your item. Most items will be returned to our headquarters unless otherwise noted in the return authorization email.

QRFS Headquarters
Attn: Returns
11091 Air Park Road
Ashland, VA 23005

What if my item is damaged, defective, or missing items?

It is the buyer’s responsibility to inspect the package and items upon delivery and notify the QRFS Customer Support Team by phone or email of any damaged, defective, or missing products within one week of delivery.

To aid in resolving the damage, defective, or missing claim, we require photographic evidence of the issue as outlined below.

• Package damaged: take pictures of the unopened package showing the damage.
• Product damaged: take pictures of the product showing the damage or defect.
• Item missing: take pictures of the package contents.

Please send all pictures in an email to [email protected] or call our Customer Support Team.

We will work with you to reship the items and, when appropriate, file a claim with the package carrier.

IMPORTANT: We will not accept returns after installation. We will not accept damage claims after 72 hours from delivery.

What if I ordered the wrong item?

If you ordered an incorrect item, you must process a return through your account on QRFS.com or by calling our Customer Support Team. We will issue a refund for the item less any return shipping fee incurred by QRFS.

IMPORTANT: Returns must be received within 90 days.

What if I didn’t receive the item I ordered?

If you received an incorrect item, you must call our Customer Support Team. We will provide a return shipping label for the incorrectly sent items and re-ship the correct items at no cost to you. The incorrect item must be received within 30 days, or we reserve the right to charge you for the extra items.

Can I cancel an order before it has been shipped?

Yes, you can cancel an order any time before your order ships. You may cancel your order by calling or emailing our Customer Support Team. All in-stock items ship the same day so notify us as soon as possible if you would like to cancel.

Can I cancel an order after it has been shipped?

No, an order cannot be canceled after it has shipped. However, you may return the items, in which case the package will be returned to our warehouse, and you will be issued a refund less shipping.

What about items under warranty?

QRFS will assist you in submitting a warranty claim for items still under warranty that were purchased from QRFS within the manufacturer warranty period.

Refusing a Parcel

Refused packages will be processed as returns, and the items will be refunded less shipping

Refusing an LTL Shipment

If your LTL shipment is damaged, please refuse delivery and contact QRFS immediately. (Refused packages will only be refunded or reshipped if they are LTL shipments)