Parts eCommerce Shipping Policy
Our goal is to provide you with efficient and reliable shipping services for all your equipment parts needs. Please read our Shipping Policy carefully to understand our shipping procedures and guidelines.
Order Processing Time
- Orders placed after 3 PM CST (Monday – Friday), on a Saturday, Sunday, or a U.S. public holiday, will not be processed or shipped until the following business day.
Free Ground Shipping
Eligible for Free Ground Shipping:
- Orders with qualifying heavy-duty (HD) parts totaling U.S. $500 or more, excluding taxes, core or any other miscellaneous charges.
- Items that:
- Are marked as *Eligible for Free Ground Shipping.
- Are not from OE equipment manufacturers such as Altec, Elliott, Load King, Manitex, National Crane, Palfinger, Time Manufacturing Co, Terex, etc.
- Have a packaged weight less than 125 lbs and length under 96 inches.
- Do not require special handling (e.g., LTL, Flatbed shipping).
- Shipments to the contiguous 48 U.S. states where FedEx Ground shipping is available and selectable at checkout.
- The checkout cart only includes items that are eligible for free shipping.
Not Eligible for Free Ground Shipping
- Product Exclusions:
- OEM manufacturers such as but not limited to Altec, Elliott, Load King, Manitex, National Crane, Palfinger, Time Manufacturing Co, Terex, etc.
- Orders that exceed weight (125 lbs) or dimensional limits (96″) at checkout or if individual items initially qualified.
- Items shipped via Air, LTL, Flatbed, Freight Collect, Saturday Delivery or classified as oversize.
- If any item in the shopping cart at checkout is not eligible for free shipping, the entire order will be excluded from FREE Ground Shipping.
- Destination exclusions:
- Shipments to Alaska, Hawaii, U.S. territories, or any international location.
Pricing and adjustments:
- Taxes, core or miscellaneous charges do not count towards the $500 threshold.
- Partial returns or customer-driven changes that reduce the qualifying total may result in shipping charges being applied retroactively.
Freight Collect
- A $15.00 handling charge is billed on all Freight Collect shipping options. The charge will be added to the order at the time of checkout.
LTL or Flatbed Shipping for Heavy or Oversized Items
- Complete orders with/or individual items that exceed a certain maximum weight or length will ship via LTL or flatbed.
LTL Shipping Costs
- Shipping costs for LTL will be quoted after the order is placed and will be billed as a separate charge. A confirmation from the customer is required before proceeding with the LTL shipping.
Reporting Damaged or Missing Items
- Orders received damaged or missing items must be reported within 24 hours of receiving your shipment. This allows us to file a claim with the shipping company in a timely manner. Please provide clear photos of the damaged or missing items to support your claim.
Reporting Lost or Delayed Shipments
- Orders that are lost or not received within 24 hours of the expected delivery date must be reported within 24-48 hours of not receiving your shipment. We will file a claim with the shipping company on your behalf.
Carrier Delays and Damages
- Shipments that are delayed by any carrier due to carrier error, weather, damages, etc., are not our responsibility, but the responsibility of the shipping company. We will work with the shipping company to resolve the issue, but cannot guarantee compensation for delays or damages caused by carrier actions.
International Shipments
- It is the responsibility of the buyer to pay for all customs and import duties for shipments that are shipped to international destinations.
Hazmat Shipping Restrictions
- Orders that include Hazmat items are restricted from being shipped to international destinations or by air to domestic U.S. destinations.
Thank you for choosing Custom Truck One Source for your parts needs. We appreciate your understanding and compliance with our Return, Warranty, and Shipping Policy. If you have any questions or concerns, please do not hesitate to contact our customer support team for assistance.