Returns & Shipping

Returns & Shipping Policy

At EPIS — El Paso Industrial Supplies, we are committed to providing quality industrial products and dependable service. We understand that occasionally a product may need to be returned. The following policy outlines our return, refund, and shipping procedures.

Returns

Most new, unused, and unopened products may be returned within 30 days of delivery, subject to return authorization and the conditions outlined below.

To be eligible for return:

  • Items must be unused, uninstalled, and in resalable condition.

  • Products must be returned in their original manufacturer packaging with all manuals, accessories, labels, and components included.

  • A Return Merchandise Authorization (RMA) must be obtained from EPIS before merchandise is returned.

  • Proof of purchase or the original EPIS order number is required.

Returns received without prior authorization may be refused or returned to the customer.

Non-Returnable Products

Certain industrial products may not be eligible for return, including:

  • Special-order or non-stock products

  • Custom, configured, assembled, modified, or made-to-order products

  • Cut-to-length materials

  • Products specifically sourced at the customer's request

  • Discontinued or clearance products

  • Items that have been installed, used, altered, damaged, or tested

  • Products returned without original packaging or missing components

  • Products subject to manufacturer return restrictions

  • Hazardous materials or products with shipping restrictions

  • Other products identified as non-returnable at the time of purchase

Special-order products are subject to the return policies of the applicable manufacturer and may not be cancelable or returnable once an order has been placed.

Restocking Fees

Approved returns may be subject to a restocking fee, depending on the product, manufacturer, condition of the merchandise, and circumstances of the return.

Any applicable restocking fee will be communicated as part of the return authorization process whenever possible.

Original shipping, freight, handling, expedited shipping, customs, duties, and related charges are generally non-refundable unless the return resulted from an EPIS error.

Incorrect, Defective, or Damaged Products

If you receive an incorrect product or believe an item is defective, damaged, or incomplete, please contact EPIS as soon as possible after delivery.

If the return is the result of an EPIS shipping or fulfillment error, EPIS will arrange the appropriate replacement, return, or refund and will cover reasonable return shipping costs.

Defective products may be subject to inspection and the applicable manufacturer's warranty, return, or replacement procedures.

Shipping Damage

Please inspect your shipment promptly upon delivery.

If a package or freight shipment arrives visibly damaged, note the damage with the carrier whenever possible and retain the original packaging and shipping materials.

Contact EPIS promptly with:

  • Your order number

  • A description of the damage

  • Photographs of the product and packaging

  • Any applicable carrier documentation

This information allows us to work with you and the shipping carrier to resolve the issue as efficiently as possible.

How to Request a Return

To request a return, Contact Us with:

  • Your EPIS order number

  • The product or part number

  • Quantity being returned

  • Reason for the return

  • Photographs, when applicable

Our team will review your request and provide return authorization and shipping instructions for eligible products.

Please do not ship products back to EPIS until you have received return authorization.

Return Shipping

Unless the return is the result of an EPIS error or an approved defective-product claim, the customer is responsible for return shipping and freight costs.

Customers are responsible for properly packaging returned merchandise to prevent damage during transit.

Return shipments must be insured for the full value of the materials being returned.

We recommend using a trackable shipping method and retaining shipping documentation until the return has been completed.

EPIS is not responsible for merchandise lost or damaged during return transportation when shipping is arranged by the customer.

Refunds

Once an authorized return is received, EPIS will inspect and process the merchandise.

Approved refunds will generally be processed within 3–5 business days following inspection.

Refunds will normally be issued to the original method of payment. The amount of time required for the credit to appear in your account will depend on your bank, credit card provider, or financial institution.

Refunds may be reduced by applicable:

  • Restocking fees

  • Return freight charges

  • Manufacturer fees

  • Missing or damaged product charges

  • Other charges disclosed as part of the approved return

Original shipping and handling charges are non-refundable unless the return resulted from an EPIS error.

Exchanges and Replacements

When appropriate, EPIS may offer a replacement or exchange instead of a refund.

Product availability, lead times, manufacturer policies, and pricing differences may apply.

Order Cancellations

Please contact EPIS immediately if you need to cancel an order.

Orders may only be canceled if they have not already been processed, shipped, manufactured, configured, or committed to a supplier.

Special-order, custom, configured, or manufacturer-direct products may not be cancelable once the order has been submitted.

Any manufacturer cancellation or restocking fees associated with an approved cancellation may be passed on to the customer.

Shipping Policy

Shipping Destinations

EPIS ships products throughout the United States and to select international destinations, including Mexico, subject to product availability, manufacturer restrictions, carrier requirements, and applicable laws and regulations.

Certain products may not qualify for international or cross-border shipment.

Please contact EPIS if you need assistance with an international or cross-border order.

Shipping & Delivery Estimates

Product availability and lead times vary by manufacturer and product.

Estimated shipping or delivery dates provided during checkout, on product pages, in quotations, or by an EPIS representative are based on the information available at the time of purchase.

Orders containing multiple products may ship separately depending on inventory availability and manufacturer location.

If an unexpected delay materially affects your order, EPIS will communicate available options when required.

Shipping Charges

Shipping and freight charges are calculated based on factors that may include:

  • Product weight and dimensions

  • Quantity

  • Shipping destination

  • Carrier

  • Delivery method

  • Freight classification

  • Expedited service

  • Special handling requirements

Some oversized, heavy, hazardous, or freight-only products may require a separate shipping quotation.

Additional charges may apply for services such as lift-gate delivery, residential delivery, limited-access locations, expedited freight, inside delivery, or other special requirements.

International Orders

International shipments may be subject to customs clearance, duties, taxes, brokerage fees, import restrictions, and other charges imposed by the destination country or shipping provider.

Unless otherwise stated in writing, these additional charges are the responsibility of the customer.

Customers are responsible for confirming that products ordered may legally be imported into and used within their destination country.

Questions?

We're here to help.

If you have questions regarding a return, product, shipment, or existing order, please Contact EPIS and our team will assist you at (915)533-5080 from Monday - Friday 8:00 AM - 5:00 PM MST .

EPIS — Industrial solutions without borders.

 

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