As soon as your order is placed, you will receive an order confirmation e-mail.  This confirms your order has been received in our system and your credit card is authorized for purchase.  As soon as we receive your order, we begin processing to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will reach out to you via e-mail to confirm if you'd like to keep your order or cancel for a full refund.  If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

ORDER SHIPMENT

Please reference your product page specific lead times. After shipment, items will arrive in 2-7 business days.

Some models are custom made, and can take as long as 4-5 weeks to ship depending on the model and series. Please contact customer service before ordering if delivery time is a concern of yours.

Certain items due to high demand and low supply can only be placed on back order at specific times. Please contact customer service to hear about any items availability.

Please contact us for rush shipping rates and options. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within four business days of your order, feel free to follow up with us at info@machineshark.com.

Large items that ship via freight (not UPS or Fedex) require a signature upon delivery. You will receive a call from the shipping company to arrange a time and day for delivery that works for you.

PRODUCT QUALITY GUARANTEE

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should REFUSE the package, and make note of it on the delivery receipt.  If your item(s) do arrived damaged, please contact us immediately and send photos to info@machineshark.com . We will process an insurance claim on your behalf and happily work with you to resolve the issue and refund or replace your order.

CANCELLATIONS & REFUNDS

Generally, most of the items we carry can be returned within 30 days of receipt in new condition and unopened.

Returned products must be sent back with their original packaging and have all of the parts and components that they came with. Please contact the manufacturer for any warranty issues.

Please document (photograph) any damages upon receiving the item and report these damages to the delivery carrier if product was sent by LTL or freight (not by UPS, Fedex, USPS, etc).

Some items may be subject to a 15% restocking fee. Customer is responsible for return shipping and original shipping cost, even if the item was "free shipping". Any damages to products may void the return.

Returns must be accompanied with an RMA number. Please contact us in order to have one generated.

Should you have any questions about a particular product’s return policy we’re here to help. Please contact us and we will respond within 24 hours.

As stated in the Product Quality Guarantee, any item that arrives in less than perfect condition or missing parts will be handled at no extra cost. Refunds will be issued to the original credit card that you use when placing your order.

It is the customers' responsibility to confirm the product will comply with their state, county or city codes. If you will be receiving an inspection by a county or city inspector, please ask them what they require.

Service Information

Equipment Maintenance From Formax
All product solutions offered by Formax Direct are available with full services rendered on-site. Formax also offers a comprehensive maintenance program designed to deliver optimal performance and longevity for your equipment. Formax Service Agreements are the best way to protect your investment. Formax provides on-site technical services in New Hampshire, Maine, Massachusetts, Rhode Island and Connecticut. Our service hours are:

• Standard business hours of 8:00AM to 5:00PM Monday thru Friday, excluding holidays
• After hours emergency support including weekends, excluding major holidays

Requests for service can be made by calling 1-800-232-5535, Ext. 21 or by pressing 0 and asking to speak with our service dispatcher. Service calls can also be placed by clicking here and filling out the service request form.

Installation & Training on Equipment Purchases
Formax takes pride in exceeding your service expectations and will do this right from the start. All equipment solutions purchased from Formax Direct include on-site installation and training of key operators. Our goal is to make sure all operators are fully trained and comfortable in the operation of the equipment. A refresher course for further operator training is also available within the first 90 days after installation. Our goal is for all of our customers to reach the maximum benefit and return on investment from their new equipment purchase.

Ongoing Service Options
Formax offers several service options including:

• Service Agreement that includes complete equipment maintenance
• On-Site support per request
• Telephone technical support

When calling Formax for service you can expect:

• To speak with a service dispatcher to log your call and to receive an estimated time of arrival either at the time of your call or within 60 minutes.
• On-site technical support in most cases occurs the same day a service call is placed or at most within 24 hours. Priority is always given to mission-critical applications such as payroll so that your company is able to meet its most important deadlines.
• If we are unable to restore full functionality to your Formax product within 24 hours of our original arrival, we will be happy to furnish your company with a loaner when and where available.

Service Agreements
Formax Service Agreements provide complete equipment maintenance that increase equipment longevity and productivity. Standard hours of operation are 8:00AM - 5:00PM Monday thru Friday, excluding holidays. Formax Service Agreements cover parts, labor and either one or two preventative maintenance calls per year for most machines. Preventative maintenance calls are scheduled periodically and include:

• Inspection of all components
• All necessary adjustments, cleaning, proper lubrication and oiling
• Test-run of customer media whenever available
• Follow-up operator training on request

Other benefits of a Formax Service Agreement include: your ability to budget a fixed cost for maintaining your equipment, priority service, and the elimination of delays involved with generating a purchase order to track invoicing and call placement.