Shipping & Returns

Shipping Policy – Utah Surface Prep (USP)

• Small-Parcel Shipping: UPS, FedEx, and USPS ground and expedited options.
• LTL Freight: For oversized, overweight, or palletized shipments.

• Orders placed before 2:00 p.m. MT ship the same business day (Monday–Friday, excluding holidays).
• Orders placed after 2:00 p.m. MT ship the next business day.

• The customer is responsible for all shipping charges.
• Rates are calculated at checkout based on:
• Package weight and dimensions
• Destination ZIP code
• Selected shipping speed
• Any applicable fuel surcharges, residential delivery fees, or carrier accessorial charges
• Next-day delivery is NOT available to every address. Availability depends on carrier service maps and your location.

• In-cart estimates are provided for convenience.
• We are happy to provide a shipping estimate upon request prior to order placement.
• All estimates are subject to change at the time of final carrier calculation (e.g., due to dimensional weight adjustments or surcharges).

• All claims for shortages in shipments must be reported to customer service within 48 hours of receiving the goods to be honored.
• Include order number, photos of packaging and contents, and a detailed description.
• Claims reported after 48 hours will not be eligible for replacement or credit.

• We do not ship to P.O. boxes for LTL freight.
• Signature may be required for high-value shipments at the carrier’s discretion.
• Rural or extended-area deliveries may incur additional fees.

Return Policy for Utah Surface Prep

At Utah Surface Prep, we aim to ensure your satisfaction with every purchase. If you need to return an item, please review our return policy below to understand the process and conditions.

Policy & Exclusions

• Non-Returnable Items: Utah Surface Prep does NOT accept returns on the following products unless they are defective or incorrect:
• Chemicals, polyurea, epoxy, pigments, and/or dyes
• Personalized or custom-made products
• Used equipment or tools
• Condition Requirements: Products must be returned unopened, unused, and in their original packaging. All accessories, manuals, or additional items included with the product must be returned for a full refund.
• Misuse or Modification: Items showing obvious misuse, damage, or modification will NOT be eligible for a refund or exchange.
• Restocking Fee: A 15% restocking fee will apply to returns of new equipment, if approved by Utah Surface Prep.
• Used Equipment: Utah Surface Prep does NOT accept returns on used equipment purchases.
• Like-New Condition: Returned items must be in the same condition as received. Returns not meeting this standard will NOT be accepted or credited.

Shipping & Costs

• Return Shipping: The buyer is responsible for all return shipping costs unless the return is due to an error by Utah Surface Prep (e.g., incorrect, or defective item).
• Non-Refundable Fees: Original shipping and handling fees are non-refundable.
• Our Error: If you receive an incorrect or defective item, Utah Surface Prep will cover the return shipping costs. Please contact us within 7 days of delivery to report the issue.

Refund Process

• Processing Time: Refunds for approved returns are typically processed within 3-5 business days from the date we receive and inspect the returned merchandise. You can expect your refund to be credited within two weeks of receipt.
• Refund Method: Refunds will be issued to the original payment method (credit card or PayPal) used for the purchase. Account/store credit is also available upon request.
• Notification: We will notify you via email once your return has been received and processed, including details of your refund or any issues with the return.

How to Initiate a Return

1. Log In: Access your account on our website, navigate to the "Complete Orders" section under the My Account menu, and click the Return Item(s) button.
2. Request Approval: Provide your order number, the item(s) you wish to return, and the reason for the return. You will receive a Return Merchandise Authorization (RMA) number.
3. Pack the Item: Securely package the item(s) in their original packaging, including all accessories and documentation. Clearly include your RMA number on the package.
4. Ship the Return: Send the package to the return address provided by our team. We recommend using a trackable shipping method, as Utah Surface Prep is not responsible for lost or damaged return shipments.

Questions?

If you have any questions about our return policy or need assistance with a return, our team is here to help. Contact us at:

• Email: support@utahsurfaceprep.com
• Phone: (801) 559-7739
• Hours: Monday - Friday, 8 AM - 5 PM MST

Thank you for choosing Utah Surface Prep. We’re committed to providing high-quality products and exceptional service!