SUNMAX Shipping, Delivery & Order Cancellation Policy

Thank you for choosing SUNMAX.

We ship commercial cleaning and material-handling equipment from our U.S. inventory and work with established parcel and freight carriers to provide reliable delivery throughout the United States.

Because our products range from small replacement parts to large commercial machines weighing hundreds or thousands of pounds, the delivery process varies by product.

This policy explains what to expect before, during, and after shipment.

1. Where We Ship

SUNMAX provides standard shipping to addresses within the 48 contiguous United States.

Shipping to Canada, Alaska, Hawaii, U.S. territories, islands, remote areas, or other special-service locations may require an additional shipping quote.

Please contact us before ordering if your delivery location has unusual access requirements.

2. Order Processing

Most in-stock orders are processed within 2 business days after payment and order verification.

Orders are generally not processed or shipped on weekends or major holidays.

Processing may take longer when:

• Payment or address verification is required
• The order contains customized or special-order equipment
• A product requires pre-shipment inspection or preparation
• Freight delivery information is incomplete
• There is unusually high order volume

If there is a significant delay affecting your order, we will make reasonable efforts to notify you.

3. Shipping Methods

The shipping method depends on the product's size, weight, and transportation requirements.

Parts & Accessories

Smaller parts and accessories are generally shipped by FedEx, UPS, USPS, or another parcel carrier.

Estimated transit time is typically:

3–8 business days after shipment

Expedited service may be available for certain products at an additional charge.

Parcel-Shippable Equipment

Certain compact machines may also be shipped through a parcel carrier.

Estimated transit time is typically:

3–8 business days after shipment

Depending on the product value and delivery location, a signature may be required.

LTL / Freight Equipment

Larger commercial machines are generally shipped by LTL freight carrier.

Examples include:

• Commercial floor scrubbers
• Ride-on scrubbers
• Large sweepers
• Electric pallet jacks
• Pallet stackers
• Forklifts
• Other palletized commercial equipment

Estimated transit time is typically:

3–8 business days after shipment

Transit times are estimates rather than guaranteed delivery dates unless a guaranteed service has been specifically purchased.

4. Free Freight Shipping

Eligible SUNMAX machines and equipment include free standard freight shipping to the 48 contiguous United States, unless otherwise stated on the product page or at checkout.

Free standard freight generally means delivery using the normal service level appropriate for the product.

Additional charges may apply when the customer requests or requires services beyond standard delivery, including:

• Expedited or guaranteed delivery
• Special appointment requirements
• Inside delivery
• Limited-access delivery
• Remote-area delivery
• Redirection after shipment
• Storage
• Re-delivery
• Other special handling

If we know that an additional service charge is required before shipment, we will contact you when appropriate.

5. LTL Freight — What Curbside Delivery Means

Unless another service level is specifically stated, SUNMAX LTL shipments are delivered by curbside freight service.

For commercial locations, this generally means delivery to the accessible receiving area, loading area, or dock.

For residential locations, delivery is generally made to the curb, driveway, or another safe and accessible location determined by the carrier.

Curbside freight delivery does not include:

• Moving the machine inside a building
• Moving equipment through doors or hallways
• Moving equipment upstairs or downstairs
• Installation
• Assembly
• Operator training
• Removal of old equipment
• Moving equipment to its final operating location

Please make appropriate arrangements before delivery if the machine needs to be moved beyond the carrier's standard delivery point.

6. Liftgate Service

A liftgate allows the freight carrier to lower a palletized shipment from the truck to ground level.

Liftgate service is generally recommended when the delivery location does not have a suitable loading dock or forklift.

Residential deliveries will normally require liftgate service unless suitable unloading equipment is available.

Commercial warehouses, factories, and industrial facilities with an appropriate loading dock or forklift may not require liftgate service.

If you are unsure whether your location requires a liftgate, please contact us before shipment.

7. Freight Delivery Appointment & Working Phone Number

Most LTL deliveries require the carrier to contact the recipient to coordinate delivery.

A working telephone number is therefore required for freight orders.

Please make sure:

• Your telephone number is correct.
• You can receive calls or voicemail from an unfamiliar number.
• Someone can respond to the freight carrier.
• An authorized person is available during the agreed delivery window.

The carrier may contact you directly after the shipment reaches the local delivery terminal.

Failure to respond to carrier calls may delay delivery and may result in storage, re-delivery, or return transportation charges.

8. Signature & Receiving Requirements

Some shipments require an adult or authorized recipient to be present.

LTL equipment delivered to a residential location generally requires someone to receive the shipment.

Certain high-value parcel shipments may also require a signature.

Please review tracking information and carrier communications so someone is available when required.

9. Tracking Your Order

Once your order ships, SUNMAX will send tracking information to the email address associated with the order.

Parcel Shipments

Parcel tracking normally shows shipment progress and estimated delivery information directly through the carrier.

LTL Freight

Freight tracking may initially show limited information.

As the shipment moves through the carrier's terminal network, additional delivery information will become available. The destination terminal may contact you separately to arrange delivery.

If you need assistance tracking your shipment, contact SUNMAX with your order number.

10. Estimated Delivery Dates

Delivery estimates are based on normal carrier transit times and are not guaranteed unless a guaranteed delivery service has specifically been purchased.

Delays may occur because of:

• Severe weather
• Natural disasters
• Carrier network disruptions
• Traffic or road closures
• Freight terminal congestion
• Remote delivery locations
• Appointment availability
• Incorrect or incomplete contact information
• Other circumstances outside SUNMAX's reasonable control

If your shipment appears significantly delayed, contact us and we will assist with the carrier.

11. Inspecting an LTL Shipment at Delivery

Please inspect freight shipments before signing the delivery receipt whenever reasonably possible.

Check:

• Pallet or crate condition
• Packaging
• Visible machine damage
• Missing cartons or components
• Signs that the shipment was tipped, crushed, punctured, or mishandled

If visible damage is found:

• Take clear photos of the damage.
• Take photos of the pallet/crate and packaging.
• Note the damage clearly on the carrier's delivery receipt/BOL.
• Keep the packaging.
• Contact SUNMAX promptly.

Writing “damaged,” “crate damaged,” “box punctured,” or a similar description on the delivery receipt helps us document a freight claim.

For the strongest freight-claim documentation, we recommend reporting visible freight damage to SUNMAX within 48 hours after delivery.

This reporting recommendation does not eliminate applicable rights regarding concealed damage or product defects that could not reasonably have been discovered at delivery.

12. Should I Refuse a Damaged Freight Shipment?

If the shipment has severe visible damage that suggests the machine itself may have been substantially damaged, photograph the shipment and contact SUNMAX for assistance whenever reasonably possible.

Minor damage to outer packaging does not necessarily mean the machine is damaged.

When appropriate, note the visible damage on the delivery receipt and accept the shipment so the machine can be inspected.

If the equipment itself is clearly severely damaged, refusal may be appropriate. Please document the condition with photographs.

13. Missing, Lost, or Incorrect Shipments

If tracking shows unusual inactivity, a shipment appears lost, or you receive an incorrect product, contact SUNMAX.

We will work with the carrier to investigate the shipment and determine the appropriate solution.

If SUNMAX shipped the wrong product, we will arrange the appropriate correction at our expense.

14. Missed Delivery Appointments

Freight delivery requires cooperation between the customer and carrier.

Additional charges may apply if:

• The carrier cannot reach the customer.
• The customer is unavailable for a confirmed appointment.
• The delivery location is closed during the agreed delivery window.
• The customer requests repeated rescheduling.
• The carrier must make another delivery attempt.
• The shipment must be stored at the terminal because delivery cannot be completed.

If the carrier assesses an actual re-delivery, storage, or other service charge because of a customer-caused missed delivery, that charge may be the customer's responsibility.

SUNMAX will not charge the customer for a missed delivery caused solely by SUNMAX or the carrier.

15. Incorrect or Incomplete Delivery Information

Customers are responsible for providing accurate:

• Recipient name
• Shipping address
• Business name where applicable
• Telephone number
• Email address
• Delivery-access information

Please review this information carefully before submitting your order.

Contact us immediately if you discover an error.

Once an order has shipped, an address correction or shipment redirection may not be possible.

If the carrier accepts a customer-requested address correction or redirection, actual additional carrier charges may apply.

16. Refused Deliveries

Please contact SUNMAX before refusing an undamaged shipment.

Refusing delivery does not automatically cancel an order or eliminate shipping costs.

If an undamaged shipment is refused because the customer:

• Changed their mind
• No longer needs the product
• Ordered the wrong product
• Is unavailable to receive it
• Did not respond to the carrier
• Provided incorrect delivery information

the shipment may be returned to SUNMAX.

Actual outbound freight, return freight, storage, re-delivery, or other carrier charges resulting from the refusal may be deducted from the eligible refund.

If the refusal is caused by verified shipping damage, an incorrect item, or SUNMAX error, these customer-responsible charges will not apply.

17. Parts & Accessory Shipments

Parts and accessories are normally shipped by parcel carrier.

Shipping charges, when applicable, are displayed at checkout or included in your quotation.

Some replacement parts may ship separately from the machine or from another warehouse.

As a result, an order containing multiple products may arrive in more than one shipment.

Separate tracking numbers may be provided.

18. Expedited Shipping

Expedited shipping may be available for certain parcel items and replacement parts.

Contact SUNMAX before ordering if delivery timing is critical.

For freight equipment, expedited or guaranteed freight service may be available depending on:

• Product
• Destination
• Carrier availability
• Requested delivery date

Additional charges apply.

Purchasing expedited transportation shortens carrier transit time but does not necessarily shorten product preparation or order-processing time unless specifically confirmed by SUNMAX.

19. Backorders & Pre-Orders

Products identified as backordered or pre-order items will ship when inventory becomes available.

Estimated availability or lead time will be provided when reasonably available.

Because manufacturing, ocean transportation, customs, and other factors can affect incoming inventory, estimated availability dates may change.

If there is a material change to an expected shipment date, we will make reasonable efforts to update the customer.

20. Order Cancellation & Changes

We understand that plans can change.

If you need to cancel or modify an order, contact SUNMAX as soon as possible.

Our warehouse may begin processing orders shortly after they are received, so a cancellation request does not guarantee that shipment can be stopped.

Cancellation Before Shipment

Orders that have not been shipped, transferred to a carrier, or entered a stage of fulfillment that cannot reasonably be stopped may generally be canceled.

If the payment provider does not return the original payment-processing charge when an order is canceled, the actual non-refundable transaction/processing cost may be deducted from the refund where permitted.

SUNMAX does not charge an additional cancellation penalty when no non-refundable cancellation-related cost has been incurred.

Cancellation After Shipment

Once an order has been tendered to or picked up by the carrier, it is considered shipped and can no longer be canceled as an unshipped order.

Contact us immediately if you no longer want the shipment.

We may attempt to stop, redirect, or return the shipment, but carrier interception is not guaranteed.

If a shipment is stopped, redirected, refused, or returned for a reason unrelated to a product defect, shipping damage, or SUNMAX error, actual applicable charges may be deducted from the refund, including:

• Outbound transportation
• Return transportation
• Interception charges
• Redirection charges
• Storage charges
• Other carrier charges resulting from the cancellation

Once returned, the product will be handled according to our Returns, Refunds & Exchanges Policy.

LTL Order Cancellation

Freight costs may begin to accrue once an LTL carrier has been scheduled, dispatched, or has picked up the shipment.

If cancellation is requested before carrier pickup, SUNMAX will make reasonable efforts to stop the shipment. Actual carrier cancellation or dispatch charges already incurred may apply.

Once the carrier has picked up the equipment, the order is considered shipped.

Actual outbound and return freight charges and other applicable carrier costs may then apply if the customer cancels the order.

Please do not refuse an LTL shipment solely to cancel an order without contacting SUNMAX first.

21. Customer-Requested Order Changes

Contact SUNMAX immediately if you need to change:

• Shipping address
• Quantity
• Product model
• Battery option
• Charger
• Accessories
• Delivery service

We will make reasonable efforts to accommodate changes before fulfillment.

Once an order has been prepared or shipped, some changes may not be possible.

Any actual additional transportation or service charges resulting from a customer-requested change may be the customer's responsibility.

22. Returns After Delivery

Shipping and returns are related but separate processes.

If you receive the product and decide that you no longer want it, or if there is a product issue, please refer to our Returns, Refunds & Exchanges Policy.

Eligible products generally have a 30-day return window, subject to the applicable terms and conditions.

23. Marketplace Orders

Orders placed through Amazon, Walmart, or another third-party marketplace may also be subject to that marketplace's applicable shipping, cancellation, and delivery requirements.

Where marketplace requirements governing a particular transaction differ from this policy, the applicable marketplace requirements will apply.

24. Questions About Delivery?

Commercial freight is different from ordinary package delivery. If you are unsure about your delivery requirements, please contact us before ordering.

We can help determine whether you need:

• Liftgate service
• Loading dock delivery
• Residential delivery
• Limited-access delivery
• Special freight arrangements
• Expedited transportation

SUNMAX Customer Support

Phone: 800-788-0856
Email: service@sunmaxus.com

Our goal is to make delivery of your equipment as predictable and straightforward as possible.