Shipping Policy

3. LTL Freight

Due to their physical weight and shipping dimensions, some of our products must be shipped via LTL Freight services. The following conditions apply to orders containing these items:

3.1 – Equipment Freight

Any equipment purchased via the Website that must be shipped via LTL Fright will incur a Freight Charge. This charge will be included in the final cost of the item when it is added to the shopping cart.

3.2 – Parts & Accessories Freight

• LTL Freight to The United States & Canada: Parts and Accessories that must be shipped via LTL Freight to the 48 contiguous United States & Canda will qualify for free freight.
• LTL Freight to Alaska and Hawaii: Parts and Accessories orders of $1,499 USD and over, before tax, that must be shipped via LTL Freight are eligible for free freight to Alaska and Hawaii.
  Parts and Accessories orders less than $1,499 that must be shipped via LTL Freight will require the cost of freight to be manually calculated based on the weight, dimensions, and destination of the item. Freight costs will be calculated by us after checkout and billed separately from the original order. In these cases, we will notify the customer of the additional freight costs and send a separate invoice for the amount due. The customer must pay the invoiced amount before the order is shipped. If the customer opts not to pay the LTL Freight costs within 2 business days, all or part of their order will be cancelled.

3.3 – LTL Freight Special Requests

Customers requiring Lift Gates or set Delivery Appointments for items that ship via LTL Freight must notify us in advance of their order being shipped for us to accommodate these requests.

Additional charges for these special requests will apply and can be selected at checkout.

If a customer fails to notify us, or pay for these special requests in advance, it may result in delays in delivery, or the shipment may be returned to Clean Concepts Group, Inc. at the customer’s expense.

4. Expedited Shipping Deadlines

• Next Day Delivery: To ensure delivery on the following business day, all next-day shipping orders must be placed by 10:00am Pacific Time, Monday-Friday.
• 2- or 3-Day Delivery: To ensure expedited delivery, all orders with these shipping options must be placed by 12:00pm Pacific Time, Monday-Friday. 

Orders that have selected expedited shipping that are not placed by these deadlines may be delayed an additional business day for processing and transit.

5. Tracking Notifications

Customers will receive a tracking number and link at the email address provided at checkout to follow the progress of their shipment.

 6. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

 7. Duties & Taxes

• Sales Tax: Any applicable sales tax will be applied to orders at the time of checkout.
• Import Duties & Taxes: For international shipments, import duties & taxes may be required to be paid by the customer when the shipment arrives at its destination. If the customer refuses to pay these duties when the shipment arrives at its destination country, the shipment may be returned to Clean Concepts Group, Inc. at the customer’s expense.

 8. Lost or Damaged Packages

If a parcel has been damaged in-transit, or if the expected delivery date has been exceeded by more than 5 business days, please contact our customer service department at (888) 269-0172 so we may begin an investigation with the courier.

We will process a refund or replacement if and when the carrier has deemed that they are responsible for the package being lost or damaged.

9. Additional Shipping Details

9.1 – Change of Delivery Address

For change of delivery address requests, we will try to accommodate requests before the order has been processed for shipping.  Please call us at (888) 269-0172 if you require a change in address, rather than emailing, to ensure the change of address is made in a timely manner.

9.2 – P.O. Box Shipping

We cannot ship to P.O. Box addresses. A physical mailing address is required for shipping.

We will attempt to contact you to collect a physical mailing address if the delivery address provided is a P.O. Box.  If we do not receive a response to this request within 5 business days your order may be cancelled.

9.3 – Military APO & FPO Shipping

Orders sent to AA, AE, and AP addresses will utilize USPS shipping services only. A flat rate shipping charge will be applied to orders shipped to these destinations at checkout.

Please note, extended lead times may apply on some items that will drop ship from our manufacturing partners.  We will notify you of these potential delays as soon as possible via phone or email.

We are unable to offer LTL Freight to AA, AE, or AP addresses.

10. Customer Service

For all customer service enquiries, please phone us during regular business hours, 7:30am-4:00pm (Pacific Time), Monday-Friday, at (888) 269-0172 or email us.