Frequently Asked Questions

Fulfillment Questions

Q. Is sales tax included in the prices?
A. No. Our customer service associates will inform you of any sales tax when they finalize your order.
Tax Exempt entities: If you are sales tax-exempt, submit your Sales Tax Exemption Certificate and we'll remove sales taxes prior to order processing. You can contact download a sales tax exemption certificate HERE.

Q. Will I get confirmation of the order?
A. Yes. Our Order Department will email you a confirmation of your order. We ask that you review the order and contact us if something is incorrect. If there are changes to your order, we'll communicate those as well.

Q. What are my payment options?
A. We accept:
  • Visa, MasterCard, Discover, and American Express
  • Cash / Check
  • ACH payment – Contact us for this option

Q. Can I set up a credit account?
A. Yes. We will need current credit information. Click HERE to download a credit application and information sheet that will enable us to set you up with an account.  NOTE: Not all customers are guaranteed an open account.  Additionally, our sales people are authorized to set up special terms with customers based on their purchase. Those special terms will take precedence over an open account. Additionally, if you are sales tax exempt, we will need an exemption certificate sent to us. Click HERE for an exemption certificate. 


Support Questions

Q. What happens after I place an order?
A. We process orders quickly and efficiently.
  • We review the order when it is received.
  • We contact you if there are any questions as to your application, sizes, or other questions.
  • We review all of the payment and shipping information and contact you if there are issues. If you are paying with a credit card, we charge your credit card upon shipment of your order, unless other arrangements are made in advance.
  • After shipment you will receive an invoice with shipping details.

Q. Where does my invoice come from?
A. Our Accounting Department will either email an invoice to you. If you prefer it to be mailed via USPS, please let us know that. 

Q. Who supports me after the sale?
A. Our Customer Service department. Contact us at 330-652-1784. You may also use the individual e-mail address or telephone extension of the Sales Representative who assisted you with the order.

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Website Questions

Q. Why can't I place an order on the site?
A. Our material is not as simple as click, add to cart, pay and ship. Many times there are specific sizing and item parameters that we need to know when placing your order.  Additionally, our inventory is constantly changing and what you are interested in may be low our out of stock, and after discussing your needs we may be able to offer you something else.  At this time, you can place the items you are interested in into a "Quote Cart" that will be emailed to our sales department. They will contact you to finalize the sale with you. 
​Freight Questions

Q. Are shipping costs included in the price?
A. No. All material is sold F.O.B. Niles, OH so you are responsible for freight costs.

Q. How much does shipping cost?
A. Freight costs are determined by the total size and weight of the load, and the final destination. Call us for a freight quote.

Q. How long will it take to receive my equipment?
A. It depends on what you order as well as the quantity ordered. Some equipment has very fast turn around times and other equipment may require more time.

The Order Department will inform you of the estimated ship date of your equipment when we verify your order and provide shipping and tax information. Your order is processed immediately after we have the shipping and payment information resolved. Upon shipment, normal transit time to the east coast states is 1 -3 days, and 5-7 days to the west coast.

If you have an urgent matter, please let us know. We can attempt to expedite the process.

Q. What do I do if something is damaged in transit?
A. FIRST, don't let the driver leave without noting the damage on the bill of lading. Ask the driver what the claims process is. You should also take digital photos of the damaged equipment. SECOND, contact your Melmor sales representative and advise them of the issue.

You need to file the claim. Melmor cannot do this for you, but we will assist you in obtaining any information needed to complete the process. We will work with you to ensure that the claim is resolved in your favor.

Q. Can we use our corporate shipping account with our carriers?
A. Yes. You can elect to do that upon placing your order. Your carrier will collect the freight charges from you directly. We can ship prepaid & add to the order if you prefer. Contact us for a quote.


Returns Questions

Q. What is the return policy?
A. Melmor’s approval is required prior to any return. We will issue a return authorization to you after we have approved the return. Many of our vendors charge restocking fees for new items; we will inform you of any applicable fees or restrictions on returning material at the time of the return request. For used items, all items are sold with a 30-day return policy. Contact us and advise of the issue and we can discuss the return at that time.

In general, we ask that:
  • You contact us when you realize the product must be returned and get authorization.
  • Items are returned in same condition as shipped, along with the return authorization.
  • Return shipments must be prepaid. All collect shipments will be refused and returned to you.

Q. Where do I get a return authorization?
A. Call or send an email to melmor@melmor.com. Indicate your order number and reason for the return request. We will process the request and contact you with the appropriate information as soon as possible.

Q. What is Melmor’s Order Cancellation Policy?
A. Cancellations can be made in writing prior to item shipment. You can fax your cancellation notice to 330-652-1667 or email it to melmor@melmor.com. Please include your order number (if you have it), your name, and telephone number. We will contact you to confirm the cancellation. For some products, cancellation may involve restock or other applicable fees. When you place your order, please inquire as to the cancellation policy for that particular product.

Freight & Shipping Questions

Freight Charges: All shipments will ship by your preferred motor freight provider or we can provide you a quotation for freight from our motor freight shippers. We can ship prepaid and add that cost to your invoice.  If you specify your own freight carrier, all products ordered will be shipped freight collect with the freight carrier you specify. Your freight carrier will bill you for the cost of shipping according to their terms of service.

Loading Dock & Receiving Arrangements: We need to know the following things about your ability to receive a shipment if your order isn't a parcel shipment such as UPS or FedEx Ground (most of our items do not qualify for package shipment):
  • Do you have a business address with standard business hours?
  • Do you have a loading dock?
  • If not, do your require a lift gate on the delivery truck?
  • Do you require inside delivery by the driver?
  • Do you have people to unload?
  • Is the destination on the ground floor?
You are responsible for receiving the delivery at your facility. Receiving a truck without a dock can change your freight rate. Generally, delivery to schools/colleges and constructions sites involve additional freight costs. We are here to assist you, so if you have questions, let us know.

Freight Class: Freight classes (NMFC) are determined by the National Motor Freight Traffic Association which classifies freight according to location, weight, dimensions, and density. Should you wish to get your own freight quotation, we will gladly provide you with the weight and dimensions so you can obtain your quote. When shipping, you will need to provide us with the carrier name, quote number and any specific item/class number information used to obtain your quote. 

Still have questions? Contact us!