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What is your return policy?
*EXCEPTIONS: items that ship directly from the manufacturer, HAZMAT items, custom orders, copyrighted materials, and equipment without a return authorization approval from our Customer Service Department
How do I return something to Universal Companies?
To help ensure the timely processing of returns, all returns require a Return Merchandise Authorization (RMA) number. You can received your RMA number by clicking the “Get Started” button, contacting a customer service representative at 800-558-5571, or by emailing support@universalcompanies.com
Upon receiving your submitted form, you will be informed by email if for any reason your item is non-returnable, non-refundable, or if restocking fees apply. Your RMA confirmation email will include instructions for shipping your return to Universal Companies. Original shipping charges are non-refundable, and return shipping charges are the responsibility of the customer.
Returns will be credited based on the condition of the item and/or the conditions of the return request form. Please allow 14 days for credit to be processed and issued once returned items are received.
What if my shipment is damaged?
Please thoroughly inspect shipments, noting damage to cartons on the freight bill. Universal Companies will not be responsible unless noted at delivery. Please keep all packing materials until items have been fully inspected. Please notify Universal Companies within 72 hours of delivery for a replacement by clicking the “Get Started” button and uploading images of your damaged shipment.
Something’s missing from my order. What should I do?
Please notify Universal Companies of any missing items within 72 hours of delivery for a replacement. Click the “Get Started” button, and complete the form to initiate a replacement for your missing items. Upon receiving your submitted form, you will be informed by email once your replacement order has been placed.
Non-Returnable Items?
The following items are non-returnable at any time: training manuals, HAZMAT items, custom orders such as tables, bolsters, or anything requiring a color selection, items that ship directly from the vendor, and any item, including equipment, without an an RMA number from our Customer Service Department.
The equipment I ordered isn't working. Who do I call?
For non-functioning equipment, contact Customer Service at 1-800-558-5571 within 72 hours of receipt of your order.
How long will it take to get my refund?
Please allow 14 days for credit to be processed and issued once returned items are received and inspected.
Do you ship internationally?
Yes. When placing an order for international delivery, please call Universal Companies at 800.558.5571 or email info@universalcompanies.com.
Do you ship to Hawaii & Alaska?
Absolutely! We ship to Hawaii and Alaska (ground shipping) with a cost of $2 per pound. Please allow 5-7 business days for delivery. There is a minimum shipping charge of $20. If your order includes items that are considered hazardous materials (HAZMAT), a $55 fee will be added per shipment. If you have further questions please email us at hawaii@universalcompanies.com.
Do you ship to P.O. or A.P.O. boxes?
We only ship to physical street address.
What are lead times?
A lead time is the shortest to longest date that a manufacturer will need to make/ship an item to a customer.
What does DS mean on my packing slip? (I did not actually receive this item.)
DS stands for a Drop Ship item. This means that an item will ship directly from the manufacturer.
Why does UCo offer reduced cost UPS shipping?
UCo wants to help you lower your business costs, particularly shipping. To support this, we offer reduced flat-rate shipping on qualifying product and supply orders sent via UPS Ground. This flat rate is less than the actual cost of shipping, and UCo covers the difference. Please note that this reduced shipping does not apply to equipment orders.
When your order is over $199, your products and supplies are sent at the reduced rate shipping cost of $4.99.*
Product and supply orders under $199 are also shipped via UPS Ground and are charged a flat rate of $9.99.*
Order $749+ and get FREE shipping on products & supplies.*
*Applies to UPS Ground Delivery in the 48 contiguous United States.
What if I purchase equipment only? Do I still get discounted shipping?
Yes, but not $4.99 shipping. The cost is a flat rate of $9, $19, $29, $49, or $79, depending on the equipment purchased, shipping weight, and dimensions for each piece of equipment.
Over 1,200 pieces of equipment that UCo sells are eligible for a flat rate shipping fee with no minimum quantity or minimum order. The equipment is sent via UPS Ground, and we pay the difference between the full cost of shipping the item and your flat rate fee.
What if I order products and supplies in addition to equipment? For example, a pack of sponges and a portable table.
If your total order is over $199, the UPS Ground reduced rate for the sponges is $4.99 plus the flat rate equipment cost ($9, $19, $29, $49, or $79).
Why is flat rate shipping available for some equipment, not others?
It’s available for over 1,200 pieces of equipment that can ship via UPS Ground. Equipment and other large items that must ship via truck are not currently eligible for flat rate shipping and are charged freight shipment rates.