Shipping

What shipping methods and options do you offer?

We ship UPS standard shipping. Shipping is included in the purchase price to continental USA states. UPS will not ship to PO Boxes, so please use a street address.

Which shipping carriers do you use?

We only use UPS shipments with full tracking confirmation.

What are your shipping rates?

Shipping to you is included free with each order in the continental USA. Only on returns does the buyer pay the shipping charges.

Where do you ship from?

We ship from upstate New York. Delivery to the east coast and mid west is usually 2 to 3 days, and west coast states 3 to 4 days.

I need my order on a certain day, can you guarantee delivery?

Please note that while more than 90% of our customers receive their orders in 2 to 3 business days, we cannot guarantee a delivery day. Once UPS picks up from our warehouse, the package is entirely in their system and control. Delivery times are dependent on the delivery region of the country as well as particular zip codes, holiday schedules, weather, UPS overall traffic volume and many other factors completely out of our control. Packages can also get lost or damaged resulting in delays.

We strongly advise you not to schedule plumbers or contractors until your order is fully delivered. 

Return Policy

Do you require buyers to cancel or return items within a specific time period?

Cancellations for 100% refund must be made prior to shipping.  For customer satisfaction we ship same or next day whenever possible. So cancellations must be immediate if the order was a mistake. Cancellation requests should be sent to sales@upflushtoilet.com

Once shipped we will take pre-authorized returns on unopened shipments for up to 3 days after delivery only if returned in sellable condition and return was pre-authorized. A 20% restock fee, tax & all shipping costs apply.

Important: Contact your local code officers prior to purchase if you are going to have inspections since buyer is responsible for all inspection or code issues. We will not take a return if you run into a problem with zoning/code enforcement.

Are there exceptions to your return or cancellation policies?

Returns concerning broken materials are the only exception but important guidelines must be followed:

• Customers must open boxes and inspect completely upon delivery.
• Damage must be reported to our office and UPS within 24 hours of shipment being delivered.

After 24 hours of receipt of shipment no return exceptions apply. This is a UPS insurance policy rule so we have absolutely no flexibility in this matter. We can only file a claim with them within the first 24 hours.

Returns for warranty issues

In case of warranty issues, your items will be replaced by the manufacturer directly according to their warranty terms and conditions. 

Do you require buyers to return items in their original shipping containers and/or packaging?

Buyer must return items in original packaging. Items must be received back in sellable condition (clean, not cracked, etc.). Be warned that it is very hard to return these unbroken. They are professionally packaged to ship to you with no problem but double shipping is rarely successful.

Will you or the buyer pay for postage on returns?

Buyer is responsible for shipping costs both directions on returns. No postage will be returned either shipping to or from the buyer unless prior arrangements were made with the buyer in cases of damage claims filed within the 24 hour time period.

Do you charge restocking or other fees?

Restocking fees are 20%. Shipping charges are additional and not included in the 20% restock and are not reimbursed on returns.

If I refuse the UPS Shipment, is that the same as a return?

Do not assume you can refuse the shipment instead of cancelling your order. If you do not cancel prior to shipping and the unit is shipped, the same policies above apply as returns. Shipping fees both ways will be deducted from any refund. Please understand that we cannot simply pay all costs for customers to change their minds since some shipping costs are over $100 one way. We would go out of business very quickly.