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Customer Service FAQ

Payment

We can accept Mastercard, Visa, American Express and Discover card purchases online to cards issued in the US and Canada only. Your credit card will be charged at the time of shipment, unless other arrangements have been made.

If you are a customer in Alaska, Hawaii, Puerto Rico, Canada or an overseas customer, or you are planning to ship to an address outside of the continental US, please call us during our regular business hours at 1-800-634-5557, and we will do everything we can to accommodate you.

Return Policy & Instructions

If you need to return an item, please call or email our office to request authorization for a return.  Supply the invoice or order number and the reason you are requesting a return. If you believe your item should be covered under warranty, describe the defect.  Once the product is received, we will contact the manufacturer and credit your account based on the outcome of their analysis of the product.

Sales Tax

We collect sales tax in Massachusetts, Connecticut, and Rhode Island. For those eligible for exemption, send a signed copy of your current sales tax exemption certificate for the applicable state at least 5 days before your order is to ship, to info@oescoinc.com.

Shipping

We only process online shipments to the 48 continental states.

Unless drop shipped from a supplier, your package will ship from Conway, Massachusetts.

We make every attempt to ship your order within 24 hours of its receipt. In the event that an item is currently out of stock, we promise to get your merchandise to you as quickly as possible. Generally, out of stock items should be on their way to you within 7 to 10 days. We will ship all orders complete unless partial shipment is specifically requested at checkout.

You will note that, at present, we offer 3 methods of shipping product from our online store: UPS Ground, USPS First-Class/Parcel Delivery, and for customers within a 50 mile radius of our Conway storefront, In-store Pickup. We do offer expedited shipping (UPS Next Day Air, UPS 2nd Day Air, USPS Priority Shipping), as well as delivery; but in those cases, it is best to call us with your order. That way, we can check stock and make sure that your order can ship within the necessary time frame. We can also provide a shipping cost estimate to you at that time, if you need one. 1-800-634-5557

Troubleshooting: Please enter a 5-digit zip into our system when requesting a shipping quote or when checking out. Zip+4 is not supported by this software. Your City and State will be automatically populated via our online zip code validation software at checkout.

Additionally, our online catalog includes a number of large items that cannot ship via UPS. We have included these items in the store so that we can better provide information regarding our products. Oversized items not eligible for UPS or USPS shipments will be delivered by OESCO or by truck freight.  Also, note that you are always welcome to pick up your order -- large or small -- at our shop in Conway, MA.

Special and Drop Ship Orders

Special and Drop Ship Orders are only available by calling our store during business hours. Special orders for product not normally stocked by OESCO are non-refundable and non-returnable. Our vendors frequently deal only in case lots so note that for special orders, it may only be possible to order case quantities. Prepayment for special orders is required. Drop ship orders from the manufacturer may carry additional handling charges. Cancellation of these orders or refusal of delivery will result in a 15% restock charge plus any freight charges incurred.

Financing

OESCO offers financing options through various sources for large equipment sales. Please contact our office for more details.

Gift Certificates

Gift certificates are available in any amount over $20.00, and will be mailed directly from our Conway store. Unfortunately we are only able to process Gift Certificate orders by phone at this time.

We will include a personal note with the gift certificate if you'd like us to mail it for you!

Privacy

We do not provide the names, addresses, emails or phone numbers of our customers to any external mailing sources. Occasionally, we may contact you by phone or email as provided on your order or account to confirm order details, update billing information, or to inform you of relevant ongoing sales. You may opt out of receipt of informational emails at any time.

Call us to request an updated print catalog. We have ample catalogs available at trade shows, so if you'll be attending, make sure you stop to pick one up.

You can also download or browse a PDF version of our catalog here.

Prices

The prices shown in the online store are updated daily and - excluding technical difficulties - reflect the most current pricing available. Prices do regularly change and you may note some discrepancy between prices here and prices in our printed catalog (which we print only once a year). Note that the online price is the correct price. Prices in our printed catalog may be out of date.