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Customer Service
Return Policy
MainPowerConnect.com realizes that in some rare instances, you may need some assistance with a return. The following
information will assist you process your return:
No returned merchandise will be accepted without a Return Material Authorization (RMA). Please call our toll free number and
speak with a customer service representative to obtain a RMA # and shipping instructions. We will credit you in the same
manner as your original payment within 10 days of receiving the returned item.
Unopened Merchandise
You (the customer) may return any "unopened" products and accessories within 30 days of delivery for a full refund. You will
be responsible for both the original outbound shipping charges as well as return shipping charges.
Opened Merchandise
"Opened" products and accessories can be returned within 30 days of delivery*, but will be subject to a 15% restocking fee
to cover testing, cleaning and repackaging expenses. You will be responsible for both the original outbound shipping charges
as well as return shipping charges. Opened returns must be in salable condition with original materials and packaging.
* Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. If the
product has been gassed or oiled, it needs to be taken to an authorized service center for
repair which may be covered under warranty.
Special Order Items
There are no returns allowed for products which have been specially ordered for you and drop shipped by the manufacturer.
These items are not routinely stocked at our warehouse and therefore cannot be returned.
Cancelled Orders
An order that has shipped cannot be cancelled. If you refuse an order, it will then fall under our standard return policy,
where roundtrip-shipping costs will be deducted from your refund.
Damaged Products
You must take the time to inspect the goods before you sign the delivery receipt from the carrier.
- Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed
damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later
that the product is damaged, the remedy of a freight claim is less of a hassle.
- Obvious Damage
Do not sign for damaged products. If your product arrives DOA (Dead on Arrival), please (a) REFUSE DELIVERY
and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.
Defective Products
We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you
think your product is defective, don't worry.
In most cases, it’s a simple issue that can be resolved over the phone. You are also welcome to contact the manufacturer's
customer service departments. They have expert technicians standing by to help solve your issue. Please have your model number
and serial number available for fastest service.
Engine-powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. If the product
has been gassed or oiled, it needs to be taken to an authorized service centers for repair which may be covered under warranty.
Scheduling a Return
To return an item, please email us at customerservice@mainpowerconnect.com or call for the address to our Returns Center,
which is different than what's posted on the box.
Products returned to the wrong address may be refused, delaying your credit, which typically takes 2-3 weeks to process.
Please Contact Us if you have additional questions.
Cancellations
You’re welcome to cancel your order PRIOR TO SHIPPNG by contacting us as soon as possible at
customerservice@mainpowerconnect.com or by calling 888-624-6768. Your name and order number will be
required for us to cancel your order.
MainPowerConnect.com proudly pays the freight charges for products purchased from us with the exception of cancellations.
You will be responsible for all shipping costs if you cancel your order AFTER IT HAS SHIPPED.
Shipping Policies
Most generators exceed the weight limitations of FedEx and UPS Ground. Therefore, manufacturers utilize freight shipping to
ship generators directly to our customers via large commercial semi trucks. The freight carrier is selected by the manufacturer.
Once your order ships, the freight company will call you to schedule the delivery. They will recommend a delivery time, but
you are welcome to modify this recommendation based on your own schedule.
The manufacturers we work with are large concerns that ship multiple items each day. This enables them to attain the best
shipping rates available. MainPowerConnect.com passes these savings on to our customers by providing free shipping to any
commercial or residential address in the continental United States. We will adhere to it even when a freight carrier adds
one-time or unanticipated shipping fees. Try obtaining these terms from another Internet-based generator seller. You will
not find a more customer-friendly policy than ours.
About Lift Gates
Typical delivery trucks are designed to be unloaded at docks, or by forklifts. In other words, they are designed to deliver
to commercial locations where such options are available. By contrast, a lift gate-equipped truck lowers heavy items from the
truck trailer (which can be several feet high) to the ground, using a hydraulic mechanism similar to an elevator. If your
delivery will go to an address not equipped with a loading dock, and you don't have access to a forklift, then selecting
the lift-gate delivery option is a convenient alternative.
Our power equipment can weigh hundreds of pounds. Without access to a loading dock or forklift, unloading one safely may
require several able-bodied individuals. Delivery drivers are NOT required by their companies to help customers unload.
Unless you are certain that a sufficient number of helpers will be available during the delivery, we urge you to specify the
lift-gate shipping option before checking out. Lift-gate service is an option and is NOT included in our Free-Shipping offer.
Residential Deliveries
You need to inform us if your delivery will be going to a residential address. Freight companies need to know this because
large semi trucks can’t service many residential areas. The generator will instead be loaded onto a smaller truck tailored
to home deliveries. A home that serves as a place of business (regardless of the presence of company name/signage), if located
in a residential area, is still considered a residential address for shipping purposes. Please select the residential delivery
option if applicable. MainPowerConnect.com agrees to pay all additional residential delivery costs, but to do so; we must be
properly informed before shipping arrangements are made.
Accessories
All accessories are shipped via UPS Ground. We simply pass along the same amount that the manufactures charges us based on
the weight and destination.
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