Order Processing and Shipping Policy
Order Processing and Shipping Policy
Updated: August 4, 2020
Dear valued QRFS customer,
Since 2010, QRFS has strived to simplify fire protection. One way we do that is to get you the right products fast!
We respectfully ask that you be fair with us as we process orders. We will call and email you when your order requires additional attention.
Read below for more information on order processing and shipping policies.
Customer Support Team Phone: 888-361-6662
Email: [email protected]
During the COVID-19 pandemic, due to several businesses varying hours and an increase in package theft after delivery, all packages with material worth $100 or more will require a signature. Additionally, our shipping partners – UPS, FedEx, and the United States Postal Service – have all announced potential delays and delivery outside of their stated delivery window. If your package is delayed, please contact us so we can help track it down.
We ship to the United States and United States Territories, Canada, Mexico, and most international destinations.
For international shipments, we accept wire transfers. We charge a $15 non-refundable fee to cover the costs incurred by QRFS to process the wire transfer. 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.
Orders are processed between 8:00 am and 3:00 pm (EST) on weekdays, except holidays.
In-stock items ordered before 12:00 pm (EST) on weekdays, except holidays, will ship the same day. In-stock items ordered after 12:00 pm (EST) will ship within 24 hours.
If your item is back-ordered, we will call and email to discuss shipping options. If you do not respond to our call or email, we will ship the order complete, with your selected shipping method, once all the products for your order arrive at our warehouse. You may request to have your order ship partial - we will ship what we have in stock following our normal shipping policy and ship the balance once ALL back-ordered items arrive.
If you purchase a special-order item (Dry Sprinklers, Custom Painted Cover Plates, Fire Hose without Couplings, Colored Fire Hose, Heavy-Duty Fire Sprinkler Head Guards, High Pressure and Very High-Temperature Fire Sprinklers, amongst others) we will call or email you to confirm your order prior to processing. Very Important: If you do not respond to our call or email, we WILL NOT process your order. So please call or email us back promptly to avoid unnecessary delays.
We proudly serve customers all over the globe. However, international customers should be aware of a few specific policies regarding your orders.
All prices are shown in US dollars. For conversion, we recommend using an online currency converter.
Very Important: 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 orders may require 3-5 additional days or more for processing. We ship international orders complete and will make sure all the items on the order are in a single location before shipment.
Very Important: 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 their material and, where available, offer comparable alternatives.
We do not ship to any location the United States’ State Department has a trade embargo or has advised against transacting commerce.
At the checkout page, you can select your shipping provider and shipping time. QRFS provides shipping estimates for you to review. QRFS shipping providers include:
- UPS or FedEx – We reserve the right to select either carrier at our discretion
- United States Postal Service
- FedEx Freight – For shipment requiring a pallet – May incur an extra charge
- Conway, R & L, and other freight carriers - May incur an extra charge
QRFS can ship on your UPS or FedEx ground account upon request and approval. Please contact our Customer Service Team to make arrangements for shipping on account. We will require the company name, account number, and postal code.
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. VERY IMPORTANT: 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. All other refused packages will not be refunded.)
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. Additionally, QRFS will send a notification when your package is out for delivery and when it has been delivered. The majority of packages ship from the QRFS Headquarters in Ashland, VA.
If you provide an incorrect address and your package is shipped and delivered, you are responsible for the return shipping fees or any additional costs associated with getting the package to you.
If your address is incomplete (missing a street number or zip code), our Customer Support Team will call and email you to verify the address. Your package will be held until we receive a response for up to 5 business days. After 5 business days we will cancel your order.
Yes, you can cancel an order any time before you order ships. You may cancel your order by calling or emailing our Customer Support Team. All in-stock items ship same day so notify us as soon as possible if you would like to cancel. Unfortunately, an order cannot be cancelled after it has been shipped out. However, you may return the package, in which case the package will be returned to our warehouse and you will be issued a refund less shipping.
Returns, Exchanges, and Refunds
See our return policy