Revised 05/01/2024
Welcome to PrimoFirePumps.com, a division of Western DataLynx Inc., where we make every effort to be sure your shopping experience is a Primo experience!
Our Sales & Return Policies are listed below and we invite you to contact our Customer Service Department directly at [email protected] or call us at 866-626-3473 (U.S.) / 530-622-3751 (International) with any questions or concerns.
- Acceptance Of Orders
- Accuracy Of Website
- Damaged Goods
- Delivery
- Delivery To Mail Drop locations
- Do I Have To Sign For My Order?
- International Orders
- Order Processing
- Payment Options
- Refunds And Restocking Fees
- Returns
- Returns By Category
- Sales Tax
- Shipping And Freight
- Shopping Security
- Warranty
Acceptance Of Orders
All orders are subject to approval by our customer service and credit departments. We reserve the right to refuse any order.
Although we do our best to ensure our website contains accurate information, individual product descriptions and specifications are claims of the respective manufacturer and/or distributor and are not guaranteed by Primo to be accurate. All prices are subject to change without notice. Mistakenly posted prices on the website do not obligate us to honor those incorrect prices. We reserve the right to refuse to sell to anyone for any reason.
Please inspect your shipment immediately upon receipt. In the event you receive a damaged or short shipment PLEASE DO NOT REFUSE THE PACKAGE, you must immediately file a claim with the carrier. Under ICC regulations this claim is the consignee's (your) responsibility. Please contact our Customer Service Department for assistance.
The delivery time for your order may vary subject to carrier shipping practices, delivery location, the items in your order and occasionally by other circumstances beyond our control. Products may be delivered in separate shipments and by multiple carriers.
Some items ship directly from carefully selected vendors and manufacturers. Other items are stocked in our warehouses located around the country and delivered by a common carrier.
In many instances, delivery personnel will deliver your order to your front door. Some items ship via LTL freight and a loading dock or forklift may be needed to unload them from the truck. To facilitate this we include Lift Gate Service on all LTL freight shipment unless otherwise requested by the customer.
With LTL freight shipments to residential addresses the carrier will typically contact you to schedule a delivery appointment prior to attempting delivery and someone must be available to sign for the shipment. Please try to respond to the carrier as soon as possible to schedule delivery and avoid additional delivery delays.
*Business days are defined as Monday through Friday, except Federal holidays and seasonal holiday closures.
Delivery To Mail Drop locations
A "Mail Drop" location is an address where a business or service accepts mail deliveries on behalf of a customer. We can ship to Mail Drop locations with a physical address such as a UPS Store (formerly Mail Boxes Etc.) so long as the delivery address matches the payment billing address. However, we are unable to deliver to Post Office Boxes or APO/FPO addresses, which are military overseas mail drops. Please note that Mail Drop locations may not be able to accommodate truck shipments.
Do I Have To Sign For My Order?
For your safety, packages valued at over $500 require a signature release unless otherwise requested in advance by the customer and approved by our Credit Department before shipment. (ALL truck shipments require a signature). It is best to have someone available to sign for your order during the hours of 9:00 a.m. – 5:00 p.m., Monday through Friday, except holidays (UPS may deliver to residential addresses between 8:00 am and 7:00 p.m.). In certain instances, your order may not be suitable for driver release. The driver will leave a note with instructions on how to receive your order, or you will be contacted for a redelivery. Residential freight deliveries will normally be preceded by a phone call from the freight carrier arranging for a delivery appointment.
NOTE: WE CANNOT BE RESPONSIBLE FOR LOST OR DAMAGED SHIPMENTS WHERE THE RECIPIENT DOES NOT SIGN FOR THE SHIPMENT.
Our website and US retail business is operated within the continental US for customers within the US and therefore we do not accept online orders shipping or billing to international addresses. Orders placed through our website can be delivered to street addresses (not P.O. Boxes or APO/FPO) in the continental US, Alaska and Hawaii only.
International customers, please contact our Customer Service Department for assistance in placing an International order or to arrange for shipment of goods to a U.S. based freight forwarder.
All orders are processed in the order they are received. Orders for in-stock merchandise, placed on our regular business days* by 12 noon Pacific Time, will usually ship the same day. (Where credit approval and product availability are confirmed by 12 noon on the same business day* that the order is placed) During times of heavy order processing some orders may not leave until the next business day. Orders with expedited shipping requested will be given priority where possible.
Special Order items, custom built items and items drop shipped from alternate warehouses may require additional processing time.
Truck shipments may be delayed an additional 1-2 business days depending upon carrier pickup schedules and additional time required to palletize shipments for transport.
*Business days are defined as Monday through Friday, except Federal holidays and seasonal holiday closures.
We accept Visa, Master Card, American Express and Discover for all types of orders (internet, phone, fax, mail). Upon submission of your order, we will verify your payment account information prior to processing the order.
International orders require prepayment via wire transfer. Contact our Customer Service Department for wire transfer details.
Unless the return is the result of our error, Shipping charges are non-refundable and all returns are subject to a minimum 20% restocking fee. All returns must be in like-new condition with all original packaging, accessories and manuals. Returns received in any other condition may be subject to additional restocking fees up to and including refusal of the return in its entirety.
Please insure any return shipment for its full replacement value as returns damaged or lost during return shipment may be subject to additional fees or rejected at our discretion and.
If you wish to return any item(s) you will first need to obtain a Return Material Authorization (RMA) number by contacting our Customer Service Department. Issuance of an RMA number is subject to the conditions listed below. After receiving an RMA number you may return your purchase for a refund, replacement or exchange as outlined elsewhere on this page. All returns must include our RMA # on the outside of the box. Product(s) must be returned within 30 days of receipt, in unused & saleable condition with the original packaging, accessories and manuals. Please see specific guidelines for Returns By Category below.
General Stock Merchandise: Returns must be received at our facility within 15 days of issuance of an RMA #, in unused & saleable condition with the original packaging, accessories and manuals. Returns received without prior authorization, in used condition or without all original parts and packaging may be rejected at our discretion. Returns are subject to our Refunds and Restocking Fees outlined above.
Pumps & Engines: Must be in completely new condition without any oil, gas or water having been added to them. Pumps are only returnable if defective when first received. Once placed into service, pumps and engines must go through the respective manufacturers warranty service process.
Foam, Gel & Fire Retardants: For product liability reasons the manufacturers of these products do not accept returns, therefore all sales of these products are final/non-returnable.
Special Order, Closeout & Discontinued Merchandise: Unless otherwise specified these items are non-returnable.
Promotional Items: Any product that is returned without a promotional item(s), which was included in the original transaction, will have the value of the promotional item deducted from any amount to be refunded.
As a California Reseller we collect California Sales Tax on all merchandise delivered to a California location. If you desire to claim exemption as a registered California Reseller State Law requires us to have a signed Sales Tax Exemption certificate on file at our offices prior to shipment, otherwise you will be charged sales tax on your order. Sales Tax charges are non-refundable unless the result of our error.
Unless otherwise specified, all orders are shipped via UPS GROUND service, insured for the replacement value of the merchandise. 3-Day, 2-Day and Next Day Air service is also available at additional cost. Our standard cutoff for processing UPS shipments is 12 noon Pacific Time M-F.
Any item(s) which state "Will be shipped via: TRUCK" must be shipped via LTL freight and may require a separate freight quote not included in the automated online ordering process. After placing your order, we will contact you with a freight quote to your destination zip code and wherever possible we will combine other items onto the pallet to save shipping costs.
To obtain a freight quote prior to placing an order please contact our Customer Service Department with your destination information.
Note: From time to time we are asked if we can ship via a customers alternate preferred freight company. Due to fraud and security concerns we can only accommodate this after receiving payment in full via US funds Wire Transfer. Contact our Customer Service Department for details.
We have partnered with authorize.net, a leading payment gateway & processor, to accept credit cards and electronic check payments safely and securely for our customers.
Authorize.net manages the complex routing of sensitive customer information through the electronic check and credit card processing networks.
The company adheres to strict industry standards for payment processing, including:
- 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
- Industry leading encryption hardware and software methods and security protocols to protect customer information.
- Compliance with the Payment Card Industry Data Security Standard (PCI DSS).
For additional information regarding the privacy of your sensitive cardholder data, please visit the Authorize.net website.
We strive to offer the best possible products to meet your needs.
Unless otherwise specified, all products are warranted against manufacturing defects as follows:
- Products are warranted to the original user to be free of defects in material and workmanship for a period of 12 months from date of sale. Evidence of this date of sale must be provided when claiming repairs under warranty. It is recommended you retain all receipts in a safe place.
- Liability under this warranty shall be limited to repair or replacement, at our option, without charge, FOB our distribution center or authorized service agent, when the merchandise is returned, transportation charges prepaid by the customer, and when upon our examination, it is disclosed to our satisfaction to be defective.
- If the fault has been caused by misuse, abnormal conditions of operation, tampering or modification, repairs will be at the expense of the customer. In this case, an estimate will be submitted for customer approval before the work is started.
- Primo/Western DataLynx will not be liable for any costs of removal, installation, transport or any other charges that may arise in connection with the warranty claim. Customer is solely responsible for costs of returning merchandise to Primo/Western DataLynx for inspection. If no warranty issue is found with merchandise, customer will be responsible for any/all inspection fees and return shipping charges.
- This warranty is subject to compliance by the original purchaser with all directions and conditions set out in any applicable Installation and Operating Instructions. Failure to comply with any such Instructions, damage or breakdown caused by fair wear and tear, negligence, misuse, incorrect installation, inappropriate chemicals or additives in the water, inadequate protection against freezing, rain or other adverse weather conditions, corrosive or abrasive water, lightning or high voltage spikes or through unauthorized persons attempting repairs are not covered under this warranty.
- Primo/Western DataLynx shall not be liable for any loss of profits or any consequential, indirect or special loss, damage or injury of any kind whatsoever arising directly or indirectly from the product or any defect, and the purchaser shall indemnify Primo/Western DataLynx against any claim by any other person whatsoever in respect of any such loss, damage or injury.
- Some states do not allow the exclusion or limitation of incidental or consequential damages or limitations on how long an implied warranty lasts, so the above limitations or exclusions may not apply to you. The warranty gives you specific legal rights and you may also have other rights which vary from state to state.
- This guarantee applies to all states and territories of United States of America and Canada only.
Note: The warranty on many items is handled directly but the product Manufacturer and may need to be returned directly to their respective manufacturer for warranty coverage. Please contact us for a return authorization prior to returning ANY item for ANY reason.
Exceptions to the above standard 1 year warranty include, but are not limited to:
- All gas/diesel engine warranties are handled directly by engine manufacturers authorized service centers.
- Repair parts are warranted for 90 days from date of sale.
- Barricade Fire Gel is warranted directly with the manufacturer for 3 years from date of sale.
- Home Firefighting™ Pump Systems & Cart Systems 5 Year Limited Warranty covers defective parts & labor to repair same only, with all transportation costs to/from Service Center the responsibility of the consumer.
- Refurbished products may carry limited warranties. Please read the product description for details.
NOTE: All products & services are sold on condition that the user has evaluated them to determine their suitability for their particular application. As we have no control over a customers use, maintenance or application of our products, our liability under this warranty is limited to servicing, adjusting or replacing any merchandise returned to Primo Supply/Western DataLynx under this limited warranty.
