Last updated: June 21, 2022
Table of Contents
- Privacy and Data Security
- User Submissions, Feedback, and Information
- Your Use of the Services
- Copyright Policy
- Links to Other Sites
- Disclaimer; Limitation of Liability
- Governing Law; Dispute Resolution
- Users Outside of the United States
- Notice for California Users
- Questions and Contact Information
- Order Processing
- When and How We Process Orders
- Updating Items in an Order
- Shipping Orders
- Hazardous Material (HAZMAT)
- Where We Ship
- International Shipments
- Import Duties and Taxes
- International Returns
- Shipping Viking Group, Inc., Material to Destinations Outside of the USA and Canada
- Shipping Johnson Controls (Tyco) Material to Destinations Outside of the USA and Canada
- Countries with a US Trade Embargo
- Cancellations, Returns, Exchanges, and Refunds
- Returns: Frequently Asked Questions
- What if I want to exchange an item?
- How do I start a refund?
- What if my item is damaged, defective, or missing?
- What if I ordered the wrong item?
- What if I did not receive the item I ordered?
- Can I cancel an order before it ships?
- Can I cancel an order after it ships?
- What about items under warranty?
- Refusing a Parcel
- Refusing an LTL Shipment
- Sales Tax Policy
Unless otherwise noted, all text, graphics, user interfaces, visual interfaces, photographs, trademarks, logos, sounds, music, artwork and computer code (collectively, “Content”), including but not limited to the design, structure, selection, coordination, expression, “look and feel” and arrangement of such Content, contained in the Services is owned, controlled or licensed by or to QRFS and is protected by trade dress, copyright, patent and trademark laws, and various other intellectual property rights.
Your provision of a Submission constitutes a warranty and indemnity that you have sufficient license and/or other rights in the content to allow all desired use by QRFS. You consent, for yourself and on behalf of any other person or child whose information or likeness you submit to QRFS, to the use by QRFS of the information and that it is submitted in compliance with all applicable laws. You are responsible for any Submission you provide and for any consequences arising therefrom.
In connection with your use of the Services, you agree that you will not: post, upload, publish, submit or transmit any material that: (a) infringes, misappropriates or violates a third party’s patent, copyright, trademark, trade secret, moral rights or other intellectual property rights, or rights of publicity or privacy; (b) violates, or encourages any conduct that would violate, any applicable law or regulation or would give rise to civil liability; (c) is fraudulent, false, misleading or deceptive; (d) is defamatory, obscene, pornographic, vulgar or offensive; (e) promotes discrimination, bigotry, racism, hatred, harassment or harm against any individual or group; (f) is violent or threatening or promotes violence or actions that are threatening to any other person; or (g) promotes illegal or harmful activities or substances;
- interfere with or damage the Services, including, without limitation, through the use of viruses, cancelbots, Trojan horses, harmful code, flood pings, denial-of-service attacks, packet or IP spoofing, forged routing or electronic mail address information or similar methods or technology;
- use the Services to transmit, distribute, post or submit any information concerning any other person or entity;
- violate any local, state, provincial, national, or other law or regulation, or any order of a court;
- “scrape,” “crawl” or “spider” any web pages or other services contained in the Services; display, mirror or frame the Services, or any individual element within the Services, QRFS’s name, any QRFS trademark, logo or other proprietary information, or the layout and design of any page or form contained on a page, without QRFS’s express written consent;
- access, tamper with, or use non-public areas of the Services, QRFS’s computer systems, or the technical delivery systems of QRFS’s providers;
- attempt to probe, scan, or test the vulnerability of any QRFS system or network or breach any security or authentication measures;
- avoid, bypass, remove, deactivate, impair, descramble, or otherwise circumvent any technological measure implemented by QRFS or any of QRFS’s providers or any other third party (including another user) to protect the Services or any of the content on the Services;
- attempt to decipher, decompile, disassemble or reverse engineer any of the software used to provide the Services; or
- advocate, encourage or assist any third party in doing any of the foregoing.
Any conduct by a User that in our discretion restricts or inhibits any other user from using or enjoying the Services is expressly prohibited.
QRFS reserves the right, at any time, without notice: (1) to modify, suspend or terminate operation of or access to the Services, or any portion of the Services, for any reason; (2) to modify or change the Services, or any portion of the Services, and any applicable policies or terms; and (3) to interrupt the operation of the Services, or any portion of the Services, as necessary to perform routine or non-routine maintenance, error correction, or other changes.
We do not permit copyright infringing activities and infringement of intellectual property rights on the Services and will remove any such content if properly notified that such content infringes on another’s intellectual property rights. If you are a copyright owner or an agent thereof and believe that any content infringes upon your copyrights, you may submit a notification pursuant to the Digital Millennium Copyright Act (DMCA) by providing our Copyright Agent with the following information in writing (see 17 U.S.C 512(c)(3) for further detail):
- An electronic or physical signature of the person authorized to act on behalf of the owner of the copyright’s interest;
- description of the copyrighted work that you claim has been infringed;
- description of the material that you claim is infringing and where it is located on the Services;
- identification of the URL or other specific location on the Services where the material that you claim is infringing is located;
- your address, telephone number, and email address;
- statement by you that you have a good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law;
- statement by you, made under penalty of perjury, that the above information in your notice is accurate and that you are the copyright owner or authorized to act on the copyright owner’s behalf.
You can contact our Copyright Agent via email at [email protected] or by mail at Copyright Agent, c/o QRFS, 11091 Air Park Road, Ashland, VA 23005.
Upon receipt of such notice, we will investigate and remove the material if necessary. You will be notified of the results of such investigation.
The Services contain links to other independent third-party websites (“Linked Sites”). These Linked Sites are provided solely as a convenience to our visitors. Such Linked Sites are not under QRFS’s control, and QRFS is not responsible for and does not endorse the content of such Linked Sites, including any information or materials contained on such Linked Sites.
THE SERVICES AND ALL TOOLS AND CONTENT OFFERED THROUGH THE SERVICES ARE PROVIDED “AS IS, AS AVAILABLE.” ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY WARRANTIES OF ACCURACY, NON-INFRINGEMENT, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE HEREBY EXCLUDED TO THE FULLEST EXTENT ALLOWED BY APPLICABLE LAW.
The above disclaimer applies to any damages, liability or injuries, whether for breach of contract, tort, negligence or any other cause of action.
EXCEPT WHERE PROHIBITED BY LAW, IN NO EVENT AND UNDER NO LEGAL THEORY, WHETHER TORT (INCLUDING NEGLIGENCE), CONTRACT OR OTHERWISE, WILL QRFS OR ITS THIRD PARTY VENDORS, LICENSORS OR SUPPLIERS BE LIABLE TO YOU FOR ANY DIRECT, INDIRECT, SPECIAL, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL OR PUNITIVE DAMAGES, EVEN IF QRFS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH LOSSES OR DAMAGES.
Some jurisdictions do not allow the exclusion of certain warranties or the exclusion or limitation of liability for consequential or incidental damages, so these limitations may not apply to you.
QRFS may disclose any information we have about you (including your identity) if we determine that such disclosure is necessary in connection with any investigation or complaint regarding your use of the Services, or to identify, contact or bring legal action against someone who may be causing injury to or interference with (either intentionally or unintentionally) QRFS’s rights or property, or the rights or property of visitors to or users of the Services. QRFS reserves the right at all times to disclose any information that QRFS deems necessary to comply with any applicable law, regulation, legal process or governmental request. QRFS also may disclose your information when QRFS determines that applicable law requires or permits such disclosure, including exchanging information with other companies and organizations for fraud protection purposes.
All matters relating to your access to or use of the Services, including all disputes, will be governed by the laws of the United States and by the laws of the State of Virginia excluding: (1) its conflicts of law principles; and (2) the United Nations Convention on Contracts for the International Sale of Goods, and any disputes, actions, claims or causes of action arising out of or in connection with the Services shall be subject to the exclusive jurisdiction of the state and federal courts located in Richmond, Virginia.
QRFS is based in the United States. Although the Services are accessible worldwide, not all features, products or services discussed, referenced, provided or offered through or on the Services are available to all persons or in all geographic locations, or appropriate or available for use outside the United States. If you choose to access the Services from outside the United States, you do so on your own initiative and you are solely responsible for complying with applicable local laws.
Under California Civil Code Section 1789.3, California website users are entitled to the following specific consumer rights notice: The Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs may be contacted in writing at 1625 N. Market Blvd., Suite N 112, Sacramento, California 95834, or by telephone at (800) 952-5210.
11091 Air Park Road
Ashland, VA 23005
Since 2010, QRFS has simplified fire protection. One way we do that is to by delivering you the right products fast! To do so, we must standardize how we interact with our customers. By transacting with QRFS, you agree to adhere to these policies.
Read below for more information on order processing and shipping policies.
Orders are processed between 8:00 am and 2:00 pm (EST) on weekdays, except holidays.
We process orders based on the shipping carrier you select. Due to the variability of pickup times from the United States Postal Service (USPS), any in-stock items ordered with USPS shipping selected at checkout will ship within 48 hours, excluding weekends and holidays.
For UPS or FedEx shipments, in-stock items ordered before 2:00 pm (EST) on weekdays, except holidays, will ship the same day. In-stock items ordered after 2:00 pm (EST) will ship on the next business day.
Orders placed after 2:00 pm (EST) Friday, on Saturday, Sunday, or any Holiday will be processed the following business day.
If your item is backordered, 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. For partial shipments, the balance of material will be shipped by our selected service.
Made-to-order items purchased through the website require a written or verbal confirmation between a Customer Support Team member and the customer before the order will ship. QRFS does not currently offer on our website all products offered by the manufacturers we carry. If the item you need is not online, please contact the QRFS Customer Support Team. Sourced items, where QRFS locates and purchases the item on your behalf, are available for select products. A sourced item part number (SKU) always start with ‘SO-'.
Our Customer Support Team will provide a printed quotation for all sourced items we offer you. Your quotation must be reviewed and signed before a sourced item will be ordered. Please review the quotation carefully, once an item is ordered we cannot change it.
IMPORTANT: Made-to-order and sourced items cannot be returned. These items may have longer than expected lead times.
A QRFS Customer Support Team member will make three (3) attempts to contact the customer by phone or email to collect the necessary confirmations for orders made online or as follow up to quotes sent via email. If the appropriate confirmation is not received within 30 days of order placement or quote creation, the order or quote will be cancelled.
Examples of Made-to-Order and Sourced Material:
- Heavy-duty fire sprinkler head guards
- Custom painted, plated, or wax covered cover plates, escutcheons, or sprinklers
- High pressure or very high temperature (>286F) fire sprinklers
- Dry sprinklers
- Fire hose in custom lengths (lengths other than 50, 75, and 100 feet), custom colors (colors other than white), or without couplings
All customers who checkout on QRFS.com have an account automatically created for them. You must use this account to check your order status and process returns. You must set a password to use the account. If you place an order and do not set a password to your account, you will not be able to check your order status or process a return online, however our Customer Support Team can assist you by phone.
You can set or reset a password for your account at any time by selecting the “forgot password” link on the account login page.
We offer the following payment methods for your order:
- Credit card (Visa, Mastercard, American Express, Discover)
- Pre-payment by check (Requires 7 days for clearance)
- Pre-payment by Automated Clearing House (ACH) bank transfer
You may choose to store your credit card within your account on QRFS.com. This is a service provided by our payment gateway, Authorize.net. No credit card information is stored on a QRFS server.
We can only add, remove, or change an order that has not shipped. If you need to change your order and it has NOT shipped, please contact our Customer Support Team.
If you need to make a change to an order that has already shipped, please return it following our returns process and place a new order.
If you provide an incorrect address and your package is shipped and delivered, you are responsible for the return shipping fees, additional costs associated with getting the new products to you, and new items, if we cannot recover the original shipment.
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.
At the checkout page, you can select your shipping provider and shipping time. QRFS provides shipping estimates from UPS, Fedex, and USPS 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 –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 Support 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.
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.
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. We charge a $25 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.
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.
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 are complete upon delivery. They cannot be returned or refunded. If your item arrives damaged, defective, or missing, please contact our Customer Support Team.
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.
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.
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.
QRFS believes everyone should have easy access to fire and life safety products and services. That is why we extended our return policy to 90 days from the date of shipment and removed ALL restocking fees!
Our ability to deliver quality service, support and low prices depends on fair and honest dealing. We respectfully ask that you be fair with us when returning packages.
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.
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
- 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.
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.
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
11091 Air Park Road
Ashland, VA 23005
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 72 hours 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.
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.
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.
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.
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.
QRFS will assist you in submitting a warranty claim for items still under warranty that were purchased from QRFS within the manufacturer warranty period.
Refused or undeliverable as addressed packages will automatically be refunded less shipping and a 25% restocking fee to cover the cost of shipping the package back to us.
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)
We have prepared this sales tax policy statement to explain to you when and why we collect sales tax on your purchases.
IMPORTANT: Even if we do not collect sales tax from you, you may owe sales tax on your purchase. Unless you live in Alaska, Delaware, Montana, New Hampshire, or Oregon, your state most likely requires purchasers to report and pay tax on all purchases that are not taxed at the time of sale. The tax may be reported and paid on your individual income tax return or by filing a consumer use tax return. For more information, please visit your state's department of revenue website.
QRFS collects sales tax in states where we have a physical presence (or nexus) or as required by state law for remote sellers, currently these states are: FL, GA, IL, MD, MI, NE, OH, PA and VA.
If QRFS has a valid tax exemption certificate on file for your company, we will not collect sales tax. Please submit a tax-exempt form through our contact us form or contact our Customer Support Team prior to your order to have your tax-exempt status noted.
IMPORTANT: We cannot refund tax on orders once collected. If you paid tax in error, and the order has not yet been shipped, we can cancel your order and re-process it once a tax exemption certificate is provided.