At Phoenix Master Supply, we prioritize delivering your orders in a timely, reliable, and secure manner. This Shipping Policy outlines how we process, ship, and deliver products purchased through our website.

Order Processing Time

All orders are processed within 1–3 business days following successful payment confirmation. Orders placed during weekends or public holidays will begin processing on the next available business day. Processing times may vary during peak seasons or promotional events.

Shipping Methods and Delivery Times

We partner with reputable carriers such as UPS, FedEx, and freight service providers to ensure safe delivery. All products vary with shipping and delivery times. Please inquire

Please note that these timeframes are estimates and may vary depending on destination, weather conditions, and carrier delays.

Shipping Rates

Shipping costs are calculated at checkout based on your location, order size, and selected delivery method. From time to time, Phoenix Master Supply may offer free shipping promotions on qualifying orders.

Order Tracking

Once your order has been shipped, you will receive a confirmation email containing tracking details. This allows you to monitor your shipment in real time until it reaches your destination.

Address Accuracy

Customers are responsible for providing accurate and complete shipping information. We are not liable for delays, losses, or misdeliveries resulting from incorrect or incomplete addresses.

Delays and External Factors

While we strive to meet all estimated delivery times, delays may occur due to circumstances beyond our control, including carrier disruptions, severe weather, or logistical challenges.

Damaged, Lost, or Missing Shipments

If your order arrives damaged, incomplete, or does not arrive within the expected timeframe, please contact us within 48 hours of delivery or expected delivery date. Our team will work promptly to resolve the issue.

Shipping, Returns & Restocking Fee Policy

Phoenix Master Supply Shipping & Return Policy At Phoenix Master Supply, many of our products are oversized, specialty, and made-to-order items that require freight delivery and manufacturer coordination. Please review the following policy before placing your order.

Shipping Policy

• Orders are processed and shipped according to manufacturer lead times and product availability. 

• Freight shipments may require scheduled delivery appointments and customer presence at time of delivery.

• Customers are responsible for ensuring proper access for delivery, including driveway clearance, gate access, and any equipment such as cranes or forklifts if required.

• Additional delivery services such as inside delivery, white glove service, crane service, or redelivery fees are the responsibility of the customer unless otherwise stated. 

Return Policy

• Return requests must be submitted in writing within 7 days of delivery and must be approved by Phoenix Master Supply prior to any return.

• Products must be unused, uninstalled, in original packaging, and in resalable condition to be eligible for return approval.

• Custom orders, special-order items, clearance items, installed products, used products, and opened consumables are final sale and not eligible for return.

• Returns sent without prior authorization will not be accepted.

Restocking Fee

• Approved returns are subject to a 25% restocking fee based on the original purchase price.

• Original outbound shipping charges are non-refundable.

• Customer is responsible for all return shipping costs, freight charges, and any carrier-related fees.

Damaged or Defective Items

If your order arrives damaged or defective, you must notify us within 48 hours of delivery with photos of packaging and product condition so we can assist with a freight claim or warranty resolution.

Refund Processing

Once the returned item is received and inspected, any approved refund will be issued minus the 25% restocking fee, original shipping charges, and applicable return freight costs.

Order Cancellation

Orders canceled after processing may be subject to fees depending on manufacturer status, freight booking, or production stage.

By placing an order with Phoenix Master Supply, the customer acknowledges and agrees to this Shipping, Returns & Restocking Fee Policy.

 

Important!

Phoenix Master Supply is an authorized dealer and retailer of products manufactured and fulfilled by third-party brands. We do not design, build, warehouse, or directly manufacture the products sold on our website. Because our products are sourced through outside manufacturers and shipped through freight carriers, all orders are subject to manufacturer availability, freight handling, and supplier return requirements.

For this reason, shipping fees, return freight costs, and restocking fees may apply on approved returns. Many items are custom order, oversized, or shipped directly from the manufacturer, which limits cancellation and return options once processing has begun.

These policies are in place to reflect the costs and procedures required by the manufacturers and carriers we work with, and to ensure transparency before purchase. We encourage customers to contact us with any questions regarding sizing, specifications, lead times, warranties, or return eligibility prior to ordering.