Shipping, Returns, Backorders, & Pre-Orders

General Shipping

At Absolute Generators, all shipments within the contiguous USA are free.  You could also say shipping is embedded in our advertised price.  Generally, in-stock orders placed with Absolute Generators will leave the warehouse within three to five business days from the first business day following the date of your order....depending on the product ordered.  Occasionally, due to unforeseen circumstances, an order will take up to seven business days to ship from the warehouse.  If this happens we will be sure to contact you and let you know when your item will ship.  Although your item may ship out immediately it may take longer than that to receive your tracking number.  Tracking numbers will be sent you via email as soon as that information becomes available to us.  Generally we will ship all orders via UPS or Fedex freight depending on the weight of the product.  We reserve the right to use any carrier.  The shipment time with the freight carrier (UPS or otherwise), though highly variable and outside our direct control, can be assumed at three to five business days...depending on the product ordered and your location.  Occasionally, due to unforseen circumstances, an order will take up to seven business days to reach your location from the warehouse while in the possession of the freight carrier.   

Absolute Generators provides you with the option to add "Lift Gate Service" to your order on all generators that weigh over 100 lbs.  Because of the weight of these generators, they must be shipped via semi-truck (18-wheeler), which are designed to unload the generators at freight terminals and loading docks.  If you have a forklift, freight terminal, or loading dock, you will not need the add-on lift gate service. However, if you are a residential customer, you will have to plan on 2-4 strong, willing, and able-bodied people at the time of delivery to help unload the generator.  (Truck drivers are not required to help lift products).  Lift gates come on specific trucks equipped with a hydraulic lift to safely lower your generator from the truck to the ground, so it's a great choice if you do not have the equipment or manpower to unload your generator.

We respectfully request our customers to be reasonable in bringing any and all concerns about delivery of our product to their location in advance of shipment to prevent delay, concern, and additional costs deemed the responsbility of the customer by Absolute Generators.  

• Additional freight charges assessed to Absolute Generators by the freight company due to shipping specific locality circumstances that do not allow for standard semi-truck (18-wheeler) access to the customer's location not announced by the purchasing customer at the time of order placement/transaction and while the item is in transit will be passed onto the customer.  
• Freight charges deemed excessive by Absolute Generators regarding freight deliveries due to adverse delivery conditions in a locale realized by Absolute Generators (and/or by customer announcement to Absolute Generators) prior to shipment, will be brought to the attention of the purchasing customer prior to shipment at which time the customer will be given the option to bare the additional freight charges to complete the transaction or receive  a refund in full.
• Examples of such situations in the above two circumstances include, but are not limited to: 
• Bridge laws & height restriction
• Access restrictions
• Road (width or weight) restrictions
• Island deliveries
• Deliveries requiring ferry/plane/trane/courier transport
• Other road restrictions

 Please review your order status on the website or, if necessary, email contact@absolutegenerators.com for shipping updates. 

International Shipping (Applies To Order Requests To Hawaii & Alaska)

We offer international shipping at this time on a case by case basis outside of our "free shipping" declaration.  We work with several international customers on a case by case basis to meet their equipment and shipping needs.  Please contact us by phone at 888-264-2189 x-1 to discuss what solutions we can provide you and your organization.

Damages & Exchanges

Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we'll make sure you're taken care of.  Most of our products are backed by a manufacturer's warranty. If your item has a defect, please contact the manufacturer as instructed in the paperwork that came with the product. If you need help contacting the manufacturer, feel free to contact us.  If your product was damaged during shipping, contact us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.

Returns

Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:

1. You decided to cancel your order

If the order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. You must contact us in writing prior to the item being shipped. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below.

2. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed

If the item isn't working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)

3. You received an item that appears to have been damaged during shipping

If a package appears to have been damaged during shipping, the item is oftentimes still okay.  If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired. Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.  If a generator is returned because of warranty issues, shipping will be arranged by the manufacturer, and a refund will be issued as soon as the generator is received back in the manufacturer's warehouse.

4. You've received the product but you've decided you want to return it

If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:

1) The item must be unopened, unused, and still in the original packaging.

2) You must contact us to notify us that you'd like to return the item within 30 calendar days of receiving the item.

3) You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.

Please Note:  Buffalo Tools / Sportsman Generators cannot be returned, unless there is damage or a warranty issue.  All sales for this product line are considered final.

If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued.  If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone):

1) You can receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit, OR

2) You can get a cash refund for the amount you originally paid LESS a 15% restocking fee and our actual cost for shipping and handling the product to you.

In either case, you are responsible for return shipping charges to return the product to us.

5. You refuse the delivery of your order, and it comes back to us

If you refuse an item and it comes back to us, you will be issued a refund LESS a 15% restocking fee and our actual cost for shipping and handling.  If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.

Backorders And Pre-Order Fulfillment

Backorder and pre-order fulfillment dates are subject to change and are updated as the information is provided to Absolute Generators from the manufacturers.  We will make every effort to maintain our website's reporting of such dates for the customer's review.  It is standard procedure to charge the customer's credit card upon original order initiation regardless of product availability and/or backorder status.  Backorder/pre-order fulfillment, becuase of the likely direct customer shipment, prevents Absolute Generators the ability to "control" the product's movement immediately prior to shipment.  To prevent delay, miscommunication, costly fraud, and other frustations at that moment, we simply process payment at order initiation.  The customer has the option to remain on back order status and receive the product as it becomes available or request a refund (in written email) provided that the product has not already shipped.  If the product has shipped (regardless of the order status "shipped" posted as there may exist some delay in freight and tracking information being reported), please review the above return policies for guidance.  Upon refund processing, the customer's order will be cancelled.  Refund requests must be made in writing by email to Absolute Generators and will be processed the following business day.  Your credit card may take longer to reveal the credit (typically no more than 4 business days).  Absolute Generators makes every effort to fullfill pre-orders and backorders in a timely fashion in the best interest of its customers and appreciates the patience of the customer during this dynamic and variable type of transaction.  We effort to communicate with our customers through this process as information is provided to us from the manufacturer and we stress that dates provided are subject to change.  Shipment of secondary order items (ie. cord, battery, covers, etc...) are postponed until primary order items are shipped to prevent costly returns if the primary item is cancelled/refunded prior to shipment.  We can/will ship secondary order items within a primary order backorder situation upon written request by the customer.