Shipping Policy

Effective Date: May 5, 2026

1. Introduction

At ADT STORES LLC, operating as SureLine Supply, we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, surelinesupply.com.

2. Shipping Destinations

Shipping Coverage:
We currently ship to the contiguous United States (the 48 lower states) only. We are unable to ship to Alaska, Hawaii, U.S. territories, or international addresses at this time. If you are located in one of these areas and interested in placing an order, please contact us at support@surelinesupply.com to discuss options.

3. Shipping Costs

Contiguous United States:
Standard Shipping: Free shipping on all orders
(Note: We do not currently ship to Alaska, Hawaii, or U.S. territories. See Section 2 for details.)

4. Order Processing Time

Handling Time:
Orders are processed within 1–2 business days. Orders are fulfilled Monday through Friday (excluding holidays).

Order Cut-Off Time:
The order cut-off time is 5:00 PM Eastern Standard Time (EST). Orders placed before this time will begin processing the same business day.

Weekend and Holiday Orders:
Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Time

Domestic Shipping:

• Transit Time: 3–5 business days
• Total Delivery Time: 4–7 business days

Notes:
Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, carrier delays, or other unforeseen issues.

6. Shipping Methods and Carriers

Reliable Carriers:
We partner with reputable carriers to ensure safe and timely delivery.

Domestic Carriers:

• USPS
• UPS
• FedEx

LTL Freight Carriers (for large items):

• FedEx Freight
• Old Dominion
• XPO Logistics
• Estes Express (and similar providers)

Shipment Tracking:
All orders include tracking information, which will be provided via email once your order has shipped.

Lost or Damaged Shipments:
If your shipment is lost or arrives damaged, contact us promptly. We will investigate with the carrier and provide a full refund or replacement once the issue is confirmed — see Section 8, "Delivery Issues," for the full process.

7. Order Tracking

Tracking Information:
Once your order has shipped, you will receive an email containing:

• Tracking Number
• Carrier Name
• Tracking Link

You'll receive a tracking link directly in your shipment confirmation email. You can also track your order using the carrier's website (USPS, UPS, or FedEx) with the tracking number provided.

Assistance:
For help with tracking, contact our customer service team.

8. Delivery Issues

8.1 Delayed or Lost Packages

Delayed Delivery:
If your package is delayed beyond 7 business days, please contact us at support@surelinesupply.com or 833-700-4882.

Lost Packages:
If tracking shows delivered but you have not received your package:

• Verify your shipping address
• Check with neighbors or building management
• Contact us for assistance

8.2 Damaged Packages

Reporting Damage:
If your package arrives damaged:

• Take clear photos of the packaging and items
• Contact us within 7 days of delivery at support@surelinesupply.com

Resolution:
Damaged items are eligible for a full refund or replacement, with return shipping covered by us. We will work quickly to resolve the issue.

9. Missing Items

Reporting Missing Items:
If items are missing from your order:

• Contact us within 7 days of delivery
• Provide your order number and details of the missing items

Resolution:
We will investigate and either send the missing item(s) or issue a refund.

10. Return and Refund Policy

Returns:
Returns are accepted within 30 days of receiving your order for both defective and non-defective products.

Conditions for Returns:

• Non-defective items: Must be unused, undamaged, and in original packaging
• Defective items: Accepted regardless of condition
• Some items (e.g., personalized goods) may not be eligible

Return Method & Fees:

• Returns must be made by mail
• Customers are responsible for return shipping costs
• Customers must download and print their return label
• A 20% restocking fee applies to change-of-mind returns
• No restocking fee for defective or damaged items

Refunds:

• Processed within 5–7 business days after receiving the returned item
• Issued to the original payment method

For full details, please refer to our Return and Refund Policy.

11. Incorrect Address

Address Accuracy:
Customers are responsible for providing accurate shipping information. We are not responsible for orders shipped to incorrect addresses.

Returned Packages:
If a package is returned due to an incorrect address:

• We will contact you to arrange reshipment
• Additional shipping charges may apply

12. Contact Information

If you have any questions regarding your shipment, please contact us:

Customer Service Email: support@surelinesupply.com
Customer Service Phone: 833-700-4882

Company Address:
ADT STORES LLC (SureLine Supply)
1717 N Street NW, Suite 1
Washington, District of Columbia 20036
United States

Customer Service Hours:
Monday to Friday, 9:00 AM – 5:00 PM EST
Response time: within 24–48 hours