Shipping, Refund and Returns Policy

Effective Date: May 29, 2025

Shipping Information

Processing Times

At Pemberton’s Cleaning and Restoration Supply, we pride ourselves on fast order processing to get you the supplies you need quickly.

• Same-Day Shipping: Orders placed before 3:00 PM EST on business days will be processed and shipped the same day, provided all items are in stock
• Next Business Day Processing: Orders placed after 3:00 PM EST, on weekends, or holidays will be processed and shipped on the next business day
• Business Days: Monday through Friday, excluding federal holidays

Shipping Methods and Costs

We offer multiple shipping options to meet your needs:

• Standard Ground Shipping: 3-7 business days
• Expedited Shipping: 2-3 business days
• Overnight Shipping: Next business day (when available)
• Local Delivery: Available in select areas around McKeesport, PA

Shipping costs are calculated based on package weight, dimensions, destination, and selected shipping method. Exact shipping costs will be displayed during checkout before you complete your purchase.

Free Shipping Program

Enjoy FREE standard ground shipping on all orders over $350.00!

• Applies to orders shipped within the continental United States
• Free shipping applies to standard ground service only
• Expedited shipping options available at additional cost
• Some oversized or hazardous items may be excluded

Geographic Coverage

We ship throughout the United States, including:

• All 50 states
• Washington D.C.
• Puerto Rico (additional shipping time may apply)

International Shipping

Currently, we do not offer international shipping. We only ship within the United States and its territories.

Order Tracking

Once your order ships, you will receive an email confirmation with tracking information. You can track your package using the provided tracking number on the carrier’s website.

Shipping Restrictions

Some products may have shipping restrictions due to:

• Hazardous material regulations
• State or local regulations
• Carrier limitations
• Size or weight restrictions

Restricted items will be clearly marked on product pages, and we will contact you if any items in your order cannot be shipped to your location.

Returns Policy

Our Commitment

We stand behind the quality of our products and want you to be completely satisfied with your purchase. If you receive a damaged or malfunctioning product, we will work with you to make it right.

Eligible Returns

We accept returns for the following reasons:

• Products damaged during shipping
• Defective or malfunctioning products
• Products that do not match the description on our website
• Wrong items shipped due to our error

Return Time Frame

Returns must be initiated within 30 days of the delivery date. After 30 days, we cannot accept returns except in cases of manufacturer warranty claims.

Return Restrictions

Important: We cannot accept returns for the following items:

• Liquid products with broken seals: For health and safety reasons, any liquid chemicals, cleaners, or solutions cannot be returned once the original seal has been broken
• Products that have been used or installed
• Custom or special-order items made specifically for your order
• Products without original packaging or labels
• Items damaged due to misuse or normal wear and tear

Return Process

Step 1: Contact Us Before returning any item, please contact our customer service team:

• Phone: (800) 342-2297
• Email: Through our website contact form
• Business Hours: Monday-Friday, 8:00 AM – 5:00 PM EST

Step 2: Return Authorization Our team will provide you with:

• A Return Merchandise Authorization (RMA) number
• Return shipping instructions
• Return address label (if applicable)

Step 3: Package Your Return

• Include the RMA number on the outside of the package
• Pack items securely in original packaging when possible
• Include a copy of your order confirmation or packing slip

Step 4: Ship Your Return

• Customer is responsible for return shipping costs (unless item was damaged upon arrival)
• We recommend using a trackable shipping method
• Items are your responsibility until they reach our facility

Return Shipping Costs

• Customer Responsibility: In most cases, customers are responsible for return shipping costs
• Our Responsibility: We will cover return shipping costs if:
  • The item was damaged when you received it
  • We shipped the wrong item
  • The product has a manufacturing defect

Refunds Policy

Refund Processing

Once we receive and inspect your returned item:

• Approved Returns: Refunds will be processed within 5-10 business days
• Inspection Time: We typically inspect returned items within 1-2 business days of receipt
• Notification: You will receive email confirmation when your refund is processed

Refund Methods

• Refunds will be issued to the original payment method used for the purchase
• Credit card refunds may take 3-5 additional business days to appear on your statement
• PayPal refunds are typically processed immediately
• Store credit may be offered as an alternative in some cases

Refund Amounts

• Full Refund: For eligible returns in original condition
• Partial Refund: May apply if items show signs of use or are missing components
• Shipping Costs: Original shipping charges are non-refundable (except when return is due to our error)
• Restocking Fee: A 15% restocking fee may apply to special orders or custom items

Non-Refundable Items

The following are not eligible for refunds:

• Shipping and handling charges (unless return is due to our error)
• Items returned after 30 days
• Products damaged by customer misuse
• Gift cards or store credit

Exchanges

Product Exchanges

We do not offer direct exchanges. If you need to exchange an item:

1. Return the unwanted item following our return process
2. Place a new order for the desired item
3. This ensures you receive the correct product as quickly as possible

Damaged Item Exchanges

If you receive a damaged item:

1. Contact us immediately at (800) 342-2297
2. We will arrange for a replacement to be shipped immediately
3. Return shipping for the damaged item will be provided at no cost to you

Warranty Claims

Manufacturer Warranties

Many of our products come with manufacturer warranties. For warranty claims:

• Contact us first – we can often facilitate warranty claims
• Keep your receipt and all original packaging
• Warranty terms vary by manufacturer and product

Our Role in Warranties

• We will assist with warranty claims when possible
• Some warranties may require direct contact with the manufacturer
• We maintain records of your purchases to support warranty claims

Contact Information

For all shipping, return, and refund inquiries, please contact us:

Pemberton’s Cleaning and Restoration Supply
5825 Smithfield St
McKeesport, PA 15135
Phone: (800) 342-2297
Website: https://pembertonstore.com

Customer Service Hours:
Monday – Friday: 8:00 AM – 5:00 PM EST
Saturday – Sunday: Closed

Policy Updates

This policy may be updated from time to time to reflect changes in our procedures or legal requirements. The effective date at the top of this page indicates when the policy was last revised.

Your satisfaction is our priority, and we are committed to providing excellent service throughout your entire shopping experience. If you have any questions about our shipping, returns, or refunds policies, please don’t hesitate to contact us.