Shipping & Delivery Policy

1. Shipping Zones & Coverage

Genetrax provides comprehensive shipping coverage across the United States with specialized handling for power equipment:

2. Delivery Methods

Genetrax offers multiple delivery options to meet your specific needs and timeline requirements:

Standard Ground Shipping

• Small Equipment: Portable generators, inverters, and accessories via UPS/FedEx - FREE
• Medium Equipment: Log splitters and larger generators via LTL freight - FREE
• Large Equipment: Standby generators and heavy equipment via specialized freight - FREE
• Delivery Time: 3-7 business days depending on location

Expedited Shipping

• Priority Delivery: 1-2 business days for small equipment (additional fees apply)
• Express Freight: 2-3 business days for larger equipment (additional fees apply)
• Emergency Service: Same-day or next-day delivery in select areas (premium pricing)
• Standard Option: Always free with normal delivery timeframes

White Glove Delivery

• Free Standard Delivery: Curbside delivery included with all orders
• Premium Inside Delivery: Delivery, unpacking, and positioning (additional fee)
• Installation Available: Professional setup and testing (additional fee)
• Debris Removal: Packaging materials removed (included with premium service)

3. Shipping Costs & Fees

Genetrax is proud to offer FREE SHIPPING on all orders within the United States. There are no minimum order requirements or hidden fees.

Optional Premium Services

While standard shipping is always free, you may choose to add these premium services:

• Expedited Delivery: Faster delivery for urgent needs (fees shown above)
• White Glove Service: $150 - $500 for inside delivery and setup
• Installation Service: $300 - $1,500 based on complexity
• Extended Delivery Hours: $100 for evening or weekend delivery
• Appointment Scheduling: FREE - Schedule specific delivery windows

4. Delivery Timeframes

Delivery times vary based on product availability, shipping method, and destination:

In-Stock Items

• Small Equipment: Ships within 1-2 business days
• Standard Generators: Ships within 2-3 business days
• Large Equipment: Ships within 3-5 business days
• Custom Orders: Ships within 7-14 business days

Pre-Order & Special Orders

• Pre-Order Items: Ships according to availability date
• Custom Configurations: 2-4 weeks lead time
• Special Orders: 3-6 weeks depending on manufacturer
• Seasonal Items: Variable based on demand

5. Special Handling & Installation

Genetrax provides specialized services for complex power equipment installations:

Standby Generator Installation

• Site Assessment: Pre-installation evaluation of location and requirements
• Permitting Assistance: Help with local permits and code compliance
• Gas Line Connection: Natural gas or propane line installation
• Electrical Connection: Transfer switch and electrical panel integration
• Testing & Training: System testing and customer operation training

Heavy Equipment Delivery

• Crane Service: Available for extremely heavy units
• Site Preparation: Foundation and pad requirements consultation
• Access Assessment: Evaluation of delivery route accessibility
• Specialized Transport: Oversized load permits when necessary

Hazardous Materials

• Fuel Handling: Proper shipping of units with fuel
• Battery Transport: Compliance with battery shipping regulations
• Oil & Fluids: Environmental compliance for fluid-filled equipment

6. Order Tracking

Stay informed about your order status with our comprehensive tracking system:

Tracking Methods

• Email Notifications: Automatic updates at each shipping milestone
• SMS Alerts: Text message updates for delivery status
• Online Portal: Real-time tracking through your account
• Phone Support: Speak with our logistics team for detailed updates

Tracking Information Includes

• Order confirmation and processing status
• Shipping carrier and tracking number
• Estimated delivery date and time window
• Delivery attempt notifications
• Completion confirmation with delivery proof

7. Delivery Requirements

To ensure successful delivery of your power equipment, please note these important requirements:

Customer Responsibilities

• Delivery Access: Ensure clear access to delivery location
• Signature Required: Adult signature required for all deliveries
• Inspection: Inspect equipment immediately upon delivery
• Documentation: Note any damage on delivery receipt
• Availability: Be available during scheduled delivery window

Site Requirements

• Level Ground: Solid, level surface for equipment placement
• Clearance: Adequate clearance for delivery vehicle
• Weight Limits: Ensure surface can support equipment weight
• Utilities: Access to required utilities for installation

8. Damage & Loss Claims

Genetrax is committed to delivering your equipment in perfect condition:

Damage Reporting

• Immediate Inspection: Inspect all equipment before signing delivery receipt
• Document Damage: Photograph any visible damage immediately
• Note on Receipt: Mark damage on carrier's delivery receipt
• Contact Us: Report damage within 24 hours of delivery
• Keep Packaging: Retain all packaging materials for inspection

Claims Process

• Damage Assessment: Our team will evaluate damage reports
• Carrier Investigation: Work with shipping carrier for resolution
• Replacement or Repair: Arrange for replacement or repair service
• Insurance Claims: Process insurance claims when applicable
• Resolution Timeline: Most claims resolved within 7-14 business days

Concealed Damage

• Damage discovered after delivery must be reported within 72 hours
• Provide photos and detailed description of damage
• Equipment should not be operated if damage is suspected
• Keep all packaging materials until claim is resolved

9. Returns & Exchanges

Our return policy ensures customer satisfaction while maintaining equipment integrity:

Return Eligibility

• Time Limit: Returns must be initiated within 30 days of delivery
• Condition: Equipment must be in original, unused condition
• Packaging: Original packaging and documentation required
• Authorization: Return authorization required before shipping
• Restocking Fee: 15% restocking fee may apply to some returns

Return Process

1. Contact customer service to initiate return
2. Receive return authorization and shipping instructions
3. Package equipment securely in original packaging
4. Ship using provided return label
5. Refund processed within 5-7 business days of receipt

Non-Returnable Items

• Custom or special-order equipment
• Equipment that has been installed or operated
• Items without original packaging
• Generators with fuel or oil added
• Electrical components that have been wired

10. International Shipping

Genetrax offers limited international shipping for qualified orders:

Available Countries

• Canada: Full shipping and installation support
• Mexico: Shipping available, limited installation
• Other Countries: Contact for availability and pricing

International Requirements

• Free US Shipping: Applies only to orders within the United States
• Customs Documentation: All required paperwork provided
• Duties & Taxes: Customer responsible for import duties
• International Shipping Costs: Calculated based on destination and equipment
• Shipping Time: Additional 7-21 days for international delivery
• Returns: Limited return options for international orders