Refund policy

Effective Date: July 30, 2026 · Last Updated: August 11, 2026

1. Overview (Quick Reference)

Return Window: 30 days from delivery
Order Cancellation: Free at any time before your order ships — no cancellation fee and no restocking fee (see Section 7.5)
Product Condition Accepted: New (unused, original packaging, tags attached) for change-of-mind returns; any condition for defective or damaged items
Who Arranges the Return: We do, every time. Contact us for a Return Merchandise Authorization (RMA) and we will either email you a prepaid parcel label or, for large equipment, book the freight pickup and email you a Bill of Lading. Please do not arrange your own carrier.
Return Shipping Cost: If the item is defective, damaged, or incorrect, we pay it. If you changed your mind, the actual return shipping cost is deducted from your refund in addition to the restocking fee — we quote it to you in writing before we book anything, and you may cancel at no cost.
Restocking Fee: 25% for change-of-mind returns; 0% for defective, damaged, or incorrect items
Freight Delivery Inspection: Inspect before you sign. Note any visible damage or shortage on the carrier's delivery receipt. Concealed damage on a freight shipment must be reported within 5 business days of delivery (see Section 5.4).
Refund Processing Time: 7 business days after we receive and inspect the returned item
Refund Method: Original payment method
Exchanges: Accepted for defective, damaged, or incorrect items

2. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Supplyza website located at www.supplyza.com ("Website") and shipped to customers within the United States.

Parcel and freight shipments. Smaller items ship by parcel carrier (USPS, UPS, FedEx). Larger commercial equipment ships by LTL freight carrier on a pallet or in a crate. We arrange the return either way, but the paperwork, the inspection rules and the reporting deadlines differ between the two; where that is the case, it is stated explicitly below. If you are not sure which applies to your item, contact us before starting a return.

3. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: support@supplyza.com

Phone: +1-877-731-7972

Address: 10099 Nelle Ave. #307, Pensacola, FL 32507, United States

Hours: Monday to Friday, 9 AM to 5 PM ET

4. Return Eligibility

Customers have the right to return products within 30 days of receipt, subject to the conditions outlined below. We accept returns for both defective and non-defective products.

4.1 Conditions for Return

For Non-Defective Returns (Change of Mind): The product must be unused, undamaged, and in the same condition that you received it. It must be in the original packaging, with all labels and tags attached.
For Freight (LTL) Items: The item must be returned on its original pallet or in its original crate, with all packaging, bracing, and protective materials intact and reinstalled. Equipment that has been installed, plumbed, wired, or put into service, or that can no longer be safely palletized for freight transport, does not qualify for a change-of-mind return.
For Defective or Damaged Returns: Items are accepted regardless of condition. Please provide photos or videos as documentation of the defect or damage.
Proof of Purchase: A receipt or proof of purchase is required for all returns.

5. Return Process

5.1 Initiating a Return. Contact Customer Service: Email us at support@supplyza.com or call +1-877-731-7972 within 30 days of receiving your order. Provide your order number and a detailed reason for the return. Return Authorization: After reviewing your request, we will provide detailed return instructions and a Return Merchandise Authorization (RMA) number if applicable. Please note that change-of-mind returns are subject to a 25% restocking fee, which will be deducted from your refund. We will also quote the return shipping cost in writing at this stage, before anything is booked.

5.2 Preparing Your Return. Package the Item Safely: Securely pack the item in its original packaging with all accessories, manuals, and free gifts included. Freight (LTL) items must be returned on their original pallet or in their original crate, banded or shrink-wrapped, with any protective bracing reinstalled. Include Documentation: Include the return authorization form and any necessary supporting documents or images, and write your RMA number on the outside of the packaging or crate. Return Label or Bill of Lading: We provide the shipping paperwork for every return. For parcel items, we email you a prepaid return label to download and print. For freight (LTL) items, no parcel label applies: we book the return with the freight carrier and email you a Bill of Lading (BOL) to print and hand to the driver at pickup. On a change-of-mind return the cost of that label or freight pickup is deducted from your refund; on a defective, damaged, or incorrect item it is free to you.

5.3 Shipping the Return.

Parcel Items. Drop the package with the carrier shown on the prepaid label we email you (USPS, UPS, or FedEx). Please do not buy your own label — we are unable to reimburse postage we did not book.
Freight (LTL) Items. Do not attempt to return freight items by USPS, UPS, or FedEx. Once your RMA is issued, Supplyza arranges the LTL pickup with one of our freight carriers and contacts you to schedule a pickup appointment window. You are responsible for having the item palletized, wrapped, and accessible to the carrier at the scheduled time, and for signing the Bill of Lading we provide.
Return Window. Ship the item — or make it available for the scheduled freight pickup — within 7 days after receiving the return authorization.
Return Destination. Return to the address shown on your RMA — this will be the manufacturer's returns facility, not our Pensacola address. Please do not send returns to our Pensacola administrative address; it does not receive shipments.

5.4 Inspecting a Freight (LTL) Delivery. Freight shipments are delivered by appointment and require you to inspect and sign for the shipment. Before the driver leaves:

Inspect the crate, pallet, and equipment for dents, punctures, crushed corners, torn wrapping, or shifted contents.
Note any visible damage, shortage, or missing pieces on the carrier's delivery receipt or Bill of Lading before you sign it, and photograph both the packaging and the item.
Contact us within 1 business day of delivery if you noted any damage, so we can begin the claim while it is still open with the carrier.
Do not refuse the shipment without calling us first at +1-877-731-7972. Refusing a delivery triggers redelivery and return freight charges and usually slows resolution down; in most cases we can replace or refund faster if you accept the shipment with the damage noted on the receipt.
Concealed damage — damage that is not visible until the item is uncrated — must be reported to us with photos within 5 business days of delivery. This window is shorter than our standard 30-day window because LTL freight carriers impose their own concealed-damage claim deadlines; if it is reported later, we may be unable to file a claim with the carrier.

Signing a clean delivery receipt does not waive your rights in respect of a product defect unrelated to transit. Defects that are not shipping damage remain covered by the standard 30-day window in Section 4.

6. Return Shipping Costs and Fees

Who Arranges the Return: Supplyza arranges every return — a prepaid parcel label for smaller items, or a freight pickup we book for large equipment. You do not need to find a carrier or buy postage.
Return Cost (Change of Mind): The actual return shipping cost is deducted from your refund, in addition to the 25% restocking fee. We quote the amount to you in writing when we issue your RMA, and you may cancel the return at no cost before anything is booked.
Return Cost (Defective, Damaged, or Incorrect Items): Supplyza covers the return shipping cost in full, for both parcel and freight items.
Restocking Fees: A 25% restocking fee applies to change-of-mind returns. No restocking fee applies to defective, damaged, or incorrect items.

7. Specific Return and Refund Conditions

7.1 Returns Due to Change of Mind (Non-Defective Products). Eligibility: Items must be unused, undamaged, and in original packaging with tags attached; freight items must also meet the conditions in Section 4.1. Return request must be made within 30 days of receipt. Refund: A refund will be issued to the original payment method, minus a 25% restocking fee and the actual return shipping cost. We arrange the return for you either way — by prepaid parcel label or by a freight pickup we book — and the cost of doing so is quoted in writing at the time your RMA is issued and deducted from your refund.

7.2 Defective or Damaged Goods. Notification: For parcel shipments, contact us within 30 days of delivery. For freight (LTL) shipments, note visible damage on the delivery receipt at the time of delivery and contact us within 1 business day, and report concealed damage within 5 business days of delivery (see Section 5.4). A product defect that is not transit damage is covered by the standard 30-day window regardless of how the item shipped. Documentation: Provide photos or videos of the defect or damage, and a copy of the annotated delivery receipt for freight shipments. Resolution: We will offer a replacement or a full refund. No restocking fee applies, and we arrange and pay for return transport, including freight pickup.

7.3 Incorrect Product Received. Notification: Inform us immediately upon receipt. Resolution: We will arrange for the incorrect item to be returned at our expense — by prepaid parcel label or by freight pickup that we book, as appropriate — and ensure you receive the correct product at no additional cost.

7.4 Product Never Arrived. Notification: Contact us if your product does not arrive within the estimated delivery time. Resolution: We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement product.

7.5 Order Cancellation. Before Shipment: You may cancel your order for a full refund at any time before it has shipped. No cancellation fee and no restocking fee applies to an order that has not yet shipped, regardless of how long ago it was placed. Contact us at support@supplyza.com or +1-877-731-7972 with your order number, and we will confirm the cancellation by email. After Shipment: Once an order has shipped we are no longer able to cancel it. It is handled as a change-of-mind return under Sections 5, 6 and 7.1 — the 25% restocking fee applies, and the actual return shipping cost quoted at the time your RMA is issued is deducted as well. Please do not refuse a freight delivery as a way of cancelling; call us first at +1-877-731-7972. Full details are on our Cancellation Policy page.

8. Refunds

8.1 Refund Conditions. Approval: Refunds are issued after we receive and inspect the returned item. Notification: We will notify you via email regarding the approval or rejection of your refund. Condition: Items must meet the return eligibility criteria outlined in Section 4.

8.2 Refund Processing. Method: Refunds will be processed to the original payment method used at the time of purchase. Processing Time: After receiving and inspecting the returned item, the refund processing time is 7 business days. It may take additional time for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds. Partial refunds may be granted in certain situations: Condition Issues: Items not in original condition, damaged, or missing parts for reasons not due to our error. Late Returns: Items returned more than 30 days after delivery. Deductions: Change-of-mind refunds are reduced by the 25% restocking fee and by the return shipping cost quoted to you at the time your RMA was issued.

9. Exchanges

We accept exchanges. We replace items if they are defective, damaged, or incorrect. To request an exchange, contact us at support@supplyza.com.

10. Non-Returnable Items

The following items are not eligible for return or refund: Custom or personalized items; Items marked as "Final Sale"; equipment that has been installed, plumbed, wired, or placed into service.

11. Timelines

Order Cancellation: Any time before the order ships, at no cost.
Return Window: Returns must be reported within 30 days of receiving the product.
Damaged Package Reporting (parcel shipments): Within 30 days of delivery.
Freight (LTL) Visible Damage: Noted on the carrier's delivery receipt at the time of delivery, and reported to us within 1 business day.
Freight (LTL) Concealed Damage: Within 5 business days of delivery.
Return Shipment or Freight Pickup: Within 7 days of receiving your return authorization.
Refund Processing Time: 7 business days after receiving and inspecting the returned item.

12. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

13. Questions and Support

Supplyza