Shipping & Returns
Ordering
Orders placed through MRO West Inc and MROWest.com are typically processed in 24-48 hours. An Order Confirmation with pertinent order information will follow.
Shipping
We only ship to U.S. street addresses, not to PO boxes. Shipping charges are calculated at checkout. Most orders ship via UPS Ground. If you need expedited shipping or would like to ship on your own shipper account, please contact us prior to placing your order.
Once an Order Confirmation is created it is our intention to ship all stock items immediately. For all non-stock items, we will contact you with information about the manufacturer's lead time.
Special Orders
Special Orders include items that are: custom, modified, made-to-order, or made-to-print. Special orders may take additional time to process, approve, manufacture and ship. Once we understand your requirements, we can provide a firm quote and lead time. Please send a quote request (RFQ) to sales@mrowest.com and include: your name, business name, address, phone # and pertinent project details.
Note – many manufacturers offer design engineering, custom modifications and value added services such as: subassembly, kitting, private labeling, drop-shipping, etc.. Please reach out if you have special needs or requirements.
Order Cancellation
Orders for in-stock products are set for immediate fulfillment and cannot be cancelled. However, if an item is not expected to ship for two or more business days, please contact us and we will do everything we can to accommodate your request.
If MRO West approves a cancellation request, the order is still subject to a restock fee up to 20% as well as return shipping charges, if any.
Orders for MTO (Made to Order) products that have already entered the manufacturer’s build cycle are non-cancellable. Upon your request for order cancellation, MRO West will contact the manufacturer for current order status and let you know if cancellation was successful.
Return Policy
We accept returns of most products within 30 days of the ship date provided the item(s) meet the return eligibility criteria outlined below. Note however, “Special Orders” are non-returnable and non-refundable. Items that are returned without a valid RMA (Return Merchandise Authorization) will not be accepted.
Return Eligibility
- Proof of purchase is required.
- All returns must have RMA # prior to return.
- Purchaser must ship item(s) to the address indicated in the RMA email using a traceable method.
- Items must be returned in new, unused condition with all original packaging and documentation.
- The return must include an Invoice or Packing slip that identifies the Buyer, Order # and Items being returned.
- Special Order items (custom, modified, made-to-order, or made-to-print) are non-returnable.
To Initiate a Return:
Please send an email to sales@mrowest.com with your name, order number, description of item(s) you would like to return and the reason for the return. We will reply with Return Instructions that include an RMA # and return shipping address. The return addresses provided to you will depend on the product and reason for return. So please read the return instruction email carefully so that you send the item(s) to the correct address. Customer are responsible for return shipping costs.
In all cases, MRO West management will review and make the final determination as to the condition of the returned item. All purchases will be refunded to your original method of payment. All returns are subject to a 20% restocking fee.