Frequently Asked Questions

Are you an authorized dealer for the brands you sell?

Yes. SureLine Supply is an authorized reseller for select manufacturers and brands carried on our website. We work with manufacturers and authorized supply channels to provide genuine commercial and industrial equipment. We only represent a brand as an authorized dealer where an authorized reseller relationship has been established.

Do your products come with a warranty?

Warranty coverage varies by manufacturer and product. Products may be covered by the applicable manufacturer's warranty according to that manufacturer's terms and conditions. Warranty length, coverage, exclusions, and claim procedures vary by brand and product.

Do you offer freight shipping for large equipment?

Yes. Large or heavy equipment may ship via LTL freight. SureLine Supply offers free standard shipping within the contiguous United States, including applicable LTL freight shipping for qualifying products. Carriers may include FedEx Freight, Old Dominion, XPO Logistics, Estes Express, and similar freight providers.

Tracking information will be provided once your order ships. Depending on the carrier and shipment, you may be contacted regarding delivery arrangements.

Can I return a product if I change my mind?

Yes. Returns are accepted within 30 days of receiving your order for eligible products.

For non-defective returns, the product must be unused, undamaged, and in its original packaging. Customers are responsible for return shipping costs, and a 20% restocking fee applies to change-of-mind returns.

Defective or damaged products are not subject to the 20% restocking fee. Please review our Return and Refund Policy for complete details.

How long does shipping take?

Orders are processed within 1–2 business days, Monday through Friday, excluding holidays. Orders placed before 5:00 PM Eastern Time will begin processing the same business day.

Standard domestic shipments typically have a 3–5 business day transit time, for an estimated total delivery time of 4–7 business days from order placement.

Delivery estimates may vary due to weather, carrier delays, manufacturer or fulfillment issues, or other circumstances outside our control.

Can I cancel my order?

Yes. Orders can be canceled within 24 hours of order placement or before shipment, whichever comes first. If your order has not yet shipped, we will issue a full refund to your original payment method.

Once an order has shipped, it cannot be canceled. In that case, you may request a return after receiving the item in accordance with our Return and Refund Policy. Return shipping costs and a 20% restocking fee apply to eligible change-of-mind returns after shipment.

There is no restocking fee for defective, damaged, or incorrect items.

To request a cancellation, contact us as soon as possible at support@surelinesupply.com or 833-700-4882 and include your order number.

What payment methods do you accept?

SureLine Supply accepts the payment methods available through our online checkout. Available payment options are displayed during checkout and may vary depending on the order and checkout experience.

Do you offer a price match?

SureLine Supply does not currently offer a general price-match guarantee. Our prices may vary based on manufacturer pricing, promotions, availability, shipping costs, and other factors.

How do I track my order?

Once your order ships, you will receive an email containing your tracking number, carrier name, and tracking link.

You can use the tracking link provided in your shipment confirmation email or enter your tracking number directly on the applicable carrier's website.

If you need assistance locating or understanding your tracking information, please contact our customer service team.

Who do I contact for support?

You can contact SureLine Supply by email at support@surelinesupply.com or by phone at 833-700-4882.

Our customer service hours are Monday through Friday, 9:00 AM–5:00 PM Eastern Time. We aim to respond to customer inquiries within 24–48 hours.

Are the products new or refurbished?

SureLine Supply sells new commercial and industrial equipment sourced through manufacturers and authorized supply channels. We do not sell refurbished or used equipment as new. Product condition will be disclosed on the applicable product listing if it differs from standard new merchandise.

What if my item arrives damaged?

If your package arrives damaged, please take clear photographs of the damaged packaging and product and contact us within 7 days of delivery at support@surelinesupply.com or 833-700-4882.

Once the issue is confirmed, damaged items are eligible for a full refund or replacement, with return shipping covered by SureLine Supply. We will work with you to resolve the issue as quickly as possible.

What if my package is lost or shows as delivered but I haven't received it?

If your tracking information indicates that a package has been delivered but you have not received it, first verify your shipping address and check with neighbors or building management when applicable. You can then contact SureLine Supply for assistance.

If a shipment is delayed beyond 7 business days, please contact us so we can investigate the shipment with the carrier.

What if something is missing from my order?

If an item is missing from your order, please contact us within 7 days of delivery and provide your order number and details about the missing item.

We will investigate the issue and, when appropriate, either send the missing item or issue a refund.

Where do you ship?

SureLine Supply currently ships to the contiguous United States (the 48 lower states).

At this time, we do not ship to Alaska, Hawaii, U.S. territories, or international addresses. If you are located outside our current shipping area, please contact us to discuss whether other options may be available.

How much does shipping cost?

Standard shipping is free on orders shipped within the contiguous United States.

Shipping availability and methods may vary depending on the product. Large or heavy products may ship by LTL freight.

What happens if I enter the wrong shipping address?

Customers are responsible for providing accurate shipping information at checkout. SureLine Supply is not responsible for orders shipped to an incorrect address provided by the customer.

If a package is returned because of an incorrect address, we will contact you to arrange reshipment. Additional shipping charges may apply.

When will I receive my refund?

Approved refunds are processed within 5–7 business days after we receive the returned item and are issued to the original payment method.

For defective, damaged, or incorrect items, the applicable refund or replacement process will be handled according to our policies.

Do you charge a restocking fee?

A 20% restocking fee applies to eligible change-of-mind returns.

There is no restocking fee for defective, damaged, or incorrect items.

Customers are responsible for return shipping costs for eligible returns, as outlined in our Return and Refund Policy.