FREQUENTLY ASKED QUESTIONS

Where do you ship from?

We ship from Zelienople, PA 16063.

When will my order be shipped?

Orders placed on our site usually ship within 48 hours, Monday through Friday excluding holidays throughout the year, regardless of the shipment method chosen. Orders received on Friday, or over the weekend will typically be shipped by Tuesday.

How will my order be shipped?

Orders are shipped via Fedex or Fedex LTL for very large orders. Once your online order is shipped, you will be emailed a shipping confirmation.

Do I need a loading dock to receive a pallet?

Having a loading dock has its advantages. It makes it easier for our trucks to deliver and saves on shipping costs, it also makes it easier for you to move and store the pallet. If you don’t have a loading dock, we can still deliver a pallet to you via liftgate. The driver will load your pallet onto a platform and lower it to street level for drop off. You are responsible for transporting the pallet from there. To include a liftgate on your order, contact Customer Service directly at [email protected] or call 1-800-367-6397.

How often do items get back ordered, and how will I know if an item I purchase is put on back order?

Backorders are rare, but if a requested item is put on back order, we try to contact our customers as soon as possible via e-mail. We cannot necessarily guarantee any ship dates at that time, but we will try to give you an accurately estimated arrival date.

Note that if you order several items and only one item is on backorder, a partial shipment will often be sent as a courtesy if you are located in the US or Canada. The backordered item will be forwarded to you automatically when it is received into stock.

What happens if the order is undeliverable and returned to your warehouse?

Orders that is deemed undeliverable by Fedex will be returned back to us. Once the package(s) arrived at our facility, we will begin processing a return and refund minus the 20% restocking fee as well as the return shipping cost. If you would like your order to be re-shipped, please submit a new order.

Undeliverable orders include incorrect shipping address, receiver not available at time of delivery if signature is required, and refusal of delivery.

How can I find out about the status of my order?

You can login to your account to view your order status.

What If I’m not satisfied with my purchase?

All new merchandise is shipped in perfect condition and is packed to withstand normal shipping risks. It is the customer’s responsibility to inspect the shipment before accepting delivery. The shipment can be refused or the carrier can note the damage on the delivery receipt and sign it before delivery is accepted. Keep all original packing until the carrier inspects the damage. If damage is found after the shipment is unpacked, then have the carrier come at once to inspect the damage and supply the necessary forms to file a damage claim. Concealed damage must be reported to the delivering carrier within 15 days. FORNEY will help you through this process, but please note that once delivery is accepted, the customer has specific responsibilities for reporting damages and filing a claim. Failure to request a damage inspection or file a claim while the equipment is in your possession may result in your loss.

Please contact Forney Customer Support to obtain a “Return Authorization Number” before returning any product and please show this number on the outside of the package. Items must be in new (unused), re-saleable condition. Returned items will be subject to a restocking fee of 20%. The customer is responsible for all transportation expenses. Returns sent collect or COD will not be accepted. Call Forney Customer Support for advice on how to repackage returns. Damages caused by improper repackaging are the customer’s responsibility. Credit will be issued after receipt and inspection. Unfortunately, made-to-order or special purchase items cannot be returned.Please inspect all packages at the time of arrival and contact us immediately about any damaged products by clicking the Start A Support Ticket link under the “SUPPORT” tab.

Can I order if I live outside the United States?

Forney ships worldwide. Customers placing orders outside of continental US and Canada will be contacted in the event special shipping arrangements need to be made. 

Incoterms = EXW, Zelienople, Pa 16063

Note – Domestic shipments will be packed at no additional cost. International shipments may require special packing, the cost of which is billable to the customer.

What type of payment do you accept?

We accept Visa, Mastercard, American Express and PayPal.

Can I establish credit terms?

Company terms are net 30 days, FOB shipping point to all customers with established credit. Credit card orders are also welcome. International shipments are payable in US dollars, by wire transfer or credit card.

What if I can’t find answers to my questions here?

You can click here to start a support ticket. We will answer your question as soon as we can, often time within the same business day (Monday to Friday)