Shipping Policy:

Reliance Generators delivers your products fast and hassle-free. We are proud to offer Free Shipping* on thousands of qualified products within the lower 48 states. 

 *Free Shipping subject to change. Not available on all products, e.g., overweight/oversized equipment, remote areas, etc. See product pages for details.  

How Will My Products Ship?

Products ship using various methods and come either directly from our warehouse or from the manufacturer. These methods will appear in the cart or at checkout before completing an order.

Typically, orders over 100 pounds will ship freight while smaller, lighter packages ship via ground. Becoming familiar with shipping methods helps inform the requirements your order may have for delivery.

"No Signature Required" Freight Deliveries: Please be advised that some freight carriers do not require a signature and will deliver your order without someone present at the time of delivery.

You will receive a shipping notification from the carrier if a delivery appointment is required, or if it will be a “no signature required” drop-shipment with an expected delivery date. Unfortunately, we are unable to alter signature requirements as they are set by the carrier.
 

Advice for Receiving Your Order

IMPORTANT: When you receive your order and before attempting to use any product, it is critical to check for both visible and concealed damage. You should also look to make sure that no parts are missing or broken. If you discover an issue, you must let us know right away.

How To Handle Shipping Damage

Roads aren't perfect, and on rare occasions, a package can get bumped. In those cases, it's best to take a picture, refuse the delivery, and record the damage on the driver's bill. Some concealed damage may not be readily apparent, so you should inspect the shipment thoroughly upon receipt. Next, let us know immediately, within two days, so we can make arrangements to get you a replacement as quickly as possible.

Lift-Gate Service & Curb-Side Delivery

A liftgate is a hydraulic platform affixed to the back of the truck that allows it to safely lower the product from the truck onto the street, also known as "curbside" delivery. 

Depending on the size, most products weighing more than 100 lbs. ship via semi-truck. We strongly recommended selecting the "Lift-Gate Service" checkbox during checkout if you do not have a loading dock or forklift to unload your shipment off the trailer safely.

Due to liability, trucking companies will not back into residential driveways or move the product from the curb to your doorstep. Please read the section below about our "While-Glove Service." 

White-Glove Service

Some customers live in unique areas or have special circumstances that require extra care to get their products delivered. 

If you require extra delivery assistance, we offer a White-Glove Service upon special request. With White-Glove Service, a mover will transfer your product from the curb to your garage or predetermined place where you need it.

Some reasons to get White-Glove Service include:

• Customers that cannot move or lift heavy packages
• Crated items that require disassembly and uncrating (e.g., riding lawnmower) 
• Placing equipment for installation (e.g., Standby generator, HVAC equipment)
• The road is not accessible by a trailer, e.g., cul-de-sac, steep drive, narrow road, or dirt road
• Remote delivery location

The cost of White-Glove Service depends on the delivery service selected, the size and weight of the equipment, and the delivery location. If your order includes items that are too big for a liftgate, we can offer delivery via flatbed with a forklift, for an extra fee, to most areas. Please contact us for a quote.

When Will My Order Ship? 

We make shipping notifications simple. After you place an order, you will receive an order confirmation email. Your order will remain in PROCESSING status until it is shipped, at which point you will receive a shipping notification email. If you have multiple items on your order, you may receive more than one tracking number as the items may ship separately. To check the status of your order,click here. What if I don't get a shipping notification? If you do not receive a shipping notification after the specified processing time but have received an order confirmation email, it means your order is still being processed. If you did not get an order confirmation email, pleaselog into your accountand verify your email address on the order. What is the difference between processing and shipping times?

Processing time is the amount of time it takes after payment has been verified, for your order to be physically picked, packaged, crated or palletized, wrapped, and loaded out the door onto a carrier's truck. 

Shipping time is how long it takes for the shipping company to deliver your product to you once they have received it from the manufacturer or us. When placing an order, you will see lead times for both processing and shipping for in-stock products.

If an item is shipping directly from the manufacturer, you will see "Factory-Direct," and they will provide lead times. Shipping transit times start once your order leaves our warehouse.

Transit times are usually determined by several factors, like your location, the product's availability, weather conditions, and the shipping company’s delivery availability. Due to those factors, transit times are not guaranteed and may change.  

What if my product is on backorder?
Not to worry. We use a state-of-the-art, real-time inventory system that checks our warehouse stock and automatically updates our site daily. However, products that are currently listed as back-ordered will display estimated ship times from the manufacturer. You may place your purchase, so you will be on the list to receive it when the product becomes available. You may also elect to be notified when the item is back in stock or select another product. 

Expedited Shipping

Your order can arrive as quickly as the next business day once it ships from our warehouse. We offer expedited delivery on all ELIGIBLE IN-STOCK POWER EQUIPMENT. Just look for “Next-Day Air Available” to see if the equipment is eligible.

While we will do our best to prioritize expedited orders, you should expect your order to ship within the lead times noted on our product pages. 

Holiday Shipping Deadlines

The holidays are a busy time for shipping, even when there isn't a global pandemic interrupting supply lines. To increase the chances of getting your order in time for the holidays, we recommend placing them a few weeks in advance.  

Deadlines for Each Shipping Method

All in-stock equipment that is shipped from our warehouse will display lead times for processing and shipping. In general, freight takes at least five business days for delivery, under ideal conditions, while ground shipping may qualify for expedited delivery. 

Below are date suggestions for placing orders in time for Christmas:

• LTL/Freight Shipping: Order by Friday, December 9th @ 12:00 PM CST
• Ground Shipping: Order by Friday, December 16th @ 12:00 PM CST
• Second-Day Air: Order by Monday, December 19th @ 12:00 PM  CST
• Next-Day Air: Order by Tuesday, December 20th @ 12:00 PM CST

These dates are provided as estimations, please refer to the shipping page during checkout for up-to-date delivery estimates. 
 

Shipping Fees & Restrictions 

Expedited Shipping Fees  

Expedited orders will receive priority processing. However, the fees paid for Next-Day and Two-Day Air are non-refundable. Carriers will do everything in their power to deliver your order on time. Still, if they are experiencing shipping delays due to severe weather, mandatory evacuations, increased demands, etc., they cannot refund the fees paid as they are still providing the expedited service. 

Remote Area Surcharges

Within the contiguous U.S., a few ZIP codes require additional services to facilitate delivery. If you are one of the few who happens to live on an island or unique area, we can still ship to you. However, depending on your ZIP code, you may see a "Remote Area Surcharge" while checking out. The shipping company will determine whether you live in a remote area and the appropriate shipping fees required. 

Re-consignment Fees

Changes to the delivery address requested after the product ships will incur a re-consignment fee.

CARB & DOE Requirements

We cannot ship some gas-powered equipment to California because it may not meet the California Air Resources Board (CARB) requirements. To see which products are eligible, please log into your account, or enter your ZIP code on the website while shopping.  

For HVAC equipment, efficiency requirements, like SEER/HSPF/Low NOx, are based on region, so it's important to know which heating and cooling units conform to your region's guidelines. We do our best to provide you with compliant equipment based on your ZIP code, so please be sure to be logged into our site or enter your zip code while shopping. 

Alaska & Hawaii

We can ship most items to Alaska and Hawaii except hazmat items banned from air transport like combustibles, batteries, fuels, etc. Because of the extra shipping costs, we cannot offer "Free Shipping" to these states. Standard shipping rates will be added to the shopping cart when checking out. If an item is in stock and available for ground shipping, you may select expedited shipping. Please be sure to log into your account or add your ZIP code for accurate shipping rates. 

International Shipments

Due to regulatory requirements, we cannot ship directly to locations outside the United States, including Canada and U.S. territories. 

For customers residing in the U.S., we can ship to freight forwarders inside the United States. You will be responsible for complying with all relevant laws and regulations and paying all costs associated with the international shipment. 

Some products may not be eligible for shipment to freight forwarders.

Return Policy

In some rare instances, you may need some help with a return. Don't worry! The following information will help you process your return:

No returned merchandise will be accepted without a Return Material Authorization (RMA). Please email us at support@reliancegenerators.com to obtain a RMA # and shipping instructions. We will credit you in the same manner as your original payment within 10 business days of receiving the returned item.

Unopened Merchandise

You may return any "unopened" products and accessories within 30 days of delivery for a full refund. Simply return the item to us, purchasing a label directly through UPS or FedEx. Using a non-approved shipping method will often result in delays and damages that impact our ability to process your refund. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund.

Opened Merchandise

"Opened" and unused products and accessories in their original packaging can be returned within 30 days of delivery*, but will be subject to a 25% restocking fee to cover testing, cleaning and repackaging expenses. Simply return the item to us, purchasing a label directly through UPS or FedEx. Using a non-approved shipping method will often result in delays and damages that impact our ability to process your refund. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund. Opened returns must be in salable condition with original materials and packaging.*

Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations.If the product has been gassed or oiled, it needs to be taken to an authorized service center for repair which may be covered under warranty.

Factory Direct Items

These items are shipped to you directly from the manufacturer and may be returned with approval from the manufacturer. If approved, you may be responsible for round trip shipping costs, as some products include free shipping, yet the cost of shipping may be included in the retail price. You may also be responsible for a restocking fee of up to 25%.

Cancelled Orders

An order that has shipped cannot be cancelled. If you refuse an order which has already been shipped, not due to damage, you will be responsible for paying an ORDER RETURN FEE. We incur a fee from the freight carrier to return items that have been shipped, this fee is dependent on the item refused and the destination location.

Built-to-Order Items

There are no returns allowed for products which have been specially built for you and shipped by the manufacturer. These items are not routinely stocked at our warehouse and therefore cannot be returned.

Installed Items

Once an item has been installed it cannot be returned. Any damage due to improper installation is the responsibility of you or your installer. A warranty claim can be made, but it is up to the discretion of the manufacturer if they will cover any costs associated with an incorrect installation.

Damaged Products

You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately.

Suspect Damage

On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage,notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.

Obvious Damage

Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.

Defective Products

We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry.In most cases, it's a simple issue that can be resolved over the phone. You are also welcome to contact the manufacturer's customer service departments. They have expert technicians standing by to help solve your issue. Please have your model number and serial number available for fastest service.Engine-powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. If the product has been gassed or oiled, it needs to be taken to an authorized service center for repair which may be covered under warranty.