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Shipping, Refund & Privacy Policies

Shipping To You

We at Rocket Industrial understand that you need your order as soon as possible, so we do everything we can to ship your order within 24 hours from the date of purchase. We ship during regular business hours, Monday through Friday. If, for some unexpected reason, an item won't be delivered within our standard 7 to 12 business days, a member of our Rocket Industrial team will contact you with an update when to expect the item.

When an item exceeds standard UPS or USPS delivery options because it is too large or heavy, we will ship using a freight carrier. Freight deliveries are made using a semi trailer or box truck because of the delivered items being fastened to a pallet and requiring a fork lift or pallet truck to transport on and off the truck. Lift gate service to our residential/commercial customers is available and needs to be identified during the checkout process. You should select lift gate service if you do not have a loading dock and forklift at your facility or residence to receive a pallet delivery.

Our freight carriers require a valid phone number for their driver to contact you to allow successful delivery of the heavy and/ or large shipments. They will contact you by phone prior to driving to your location to ensure you are available to receive your order. Not providing a valid number may result in delayed or failed shipments, as well as redelivery and/or storage fees.

All freight orders are F.O.B. shipping point. The sales transaction is completed at the time of pick up by the freight company. The buyer is responsible from the point of pick up for any fees resulting from unsuccessful or delayed delivery. We will do everything possible to obtain and provide accurate contact information to ensure delivery occurs as expected and without added expense to our client.

Returns

Your satisfaction is our top priority and we want to make returns simple:

  • Returns on items accepted within 30 days of delivery.
  • Return labels that are generated expire after 14 days.
  • Return shipping costs are our client's responsibility unless Rocket Industrial is at fault. Charges will be deducted from final credit value.
  • Up to 20% restocking fee will be deducted from the refund items that are opened or no longer have the original packaging.
  • Chemicals and vacuums are non-returnable. Operational issues for vacuums and equipment are covered under the manufacturer's equipment-specific warranty. Please call us for service options if operational issues exist.
  • Parts orders and special ordered items require approval prior to return.
  • Credit can be expected within 14 days after the item is delivered back to us. Some circumstances may require longer processing time.

You can start a new return by visiting our return a product page. If you have any questions, please give one of our product specialists a call at 1-800-826-4405.

Damages

Open and inspect your products for damages before signing any bill of lading or accepting any UPS packages. All damage claims should be made with the carrier at that time.

Payment Methods

We accept credit cards, money orders, personal/business checks, purchase orders and wire transfers for payments on all U.S. based orders. Credit card orders are processed on a 1 business day lag. All money orders and personal/business checks will be held for up to 7 business days following receipt of payment in order for funds to clear. Wire transfer payments are processed immediately upon receipt from our financial institution.

Coupons & Rebates

Coupons, rebates, and other discounts are applied to credit card purchases and are applied at the point of purchase.

Errors & Omissions

In rare occasions, pricing displayed on the website may be inaccurate. We have to reserve the right to fix/cancel orders based on errors posted on our site. This applies to items priced above or below the current correct price.

Substitution

Rocket Industrial reserves the right to substitute private-brand or other equivalent merchandise when an item is out of stock or on back order, to allow us to complete your order.

Tax Exemption Program

To set up your Rocket Industrial account for tax exemption status, please fill out the Tax Exempt Form and submit your name, email, phone number, and organization name. Once the information is submitted and verified, a member of our Customer Service Team will update your account. If you do not have an account set up, our team will set up an account on your behalf and provide you with login credentials. Users should anticipate an estimated response time of one business day, Monday - Friday, during standard business hours. Once your account it set up, your tax exempt status will be applied to all future qualifying Rocket Industrial purchases.

Safe & Secure Ordering

You can shop at Rocket Industrial online with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to offer safe and secure credit card transactions for our customers. 

The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the credit card processing networks. The company adheres to strict industry standards for payment processing, including:

  • 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
  • Industry leading encryption hardware and software methods and security protocols to protect customer information.
  • Compliance with the Payment Card Industry (PCI) Data Security Standard.
  • For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy.

Privacy Policy

We respect and are committed to protecting your privacy. All information is regarded as confidential. Only a very limited number of qualified Rocket Industrial personnel are able to view this information. Your business information is never sold or borrowed to other companies or organizations. All credit card information is immediately destroyed after your transaction is completed.

Remarketing

Our website uses a remarketing service to advertise on third party websites to previous visitors of our site. We use 'Cookies', which are unique identifiers that enable our systems to recognize your device and to provide more relevant ads to be served to you in the future. These cookies contain data about our visitors, which includes information about the source of the visitor (where you came from) and keywords used to guide the visitor to our website (how you found our website).

We value your privacy, and any information collected will be kept confidential in accordance with our privacy policies. Your information will not be sold, exchanged, transferred or given to outside vendors without your consent, other than for purposes of providing you with the product or service intended. Personally identifiable information will not be released.

Any of the information we collect from you may be used in one of the following ways:

  • To personalize your experience - (your information helps us better respond to your individual needs).
  • To improve our website - (the information and feedback provided from cookies helps us improve our website offerings).
  • To improve customer service - (we are better able to respond to customer service requests and support requests based on the information provided in part by cookies and other information gathered).
  • To process transactions - (we require a certain amount of basic information to process all transactions).
  • By using our site, you consent to our website remarketing privacy policy.

List of Cookies We Collect

The table below lists the cookies we collect and the information they store

Cookie Name Cookie Description
Cart The association with your shopping cart.
Category_Info Allows pages to be displayed more quickly.
Compare The items that you have in the Compare Products list.
Customer An encrypted version of your customer id.
Customer_Auth Stores your Customer Segment ID.
Customer_Info An encrypted version of the customer group you belong to.
Customer_Segment_Ids Stores your Customer Segment ID.
External_No_Cache A flag that, indicates whether caching is on or off.
Frontend Your session ID on the server.
Guest-View Allows guests to edit their orders.
Last_Category The last category you visited.
Last_Product The last product you looked at.
NewMessage Indicates whether a new message has been received.
No_Cache Indicates whether it is allowed to use cache.
Persistent_Shopping_Cart A link to information about your cart and viewing history if you asked the site.
RecentlyCompared The items you recently compared.
STF Information on products you emailed to friends.
Store The store view or language you have selected.
User_Allowed_Cookie Indicates whether a customer authorized cookies. 
Viewed_Product_Ids The products that you recently looked at.
Wishlist An encrypted list of products added to your wish list.
Wishlist_Cnt The number of items in your wish list.
Cookie name & Description 

Cart

The association with your shopping cart.

Category_Info

Allows pages to be displayed more quickly. Compare  

Compare

The items that you have in the Compare Products list.

Customer

An encrypted version of your customer id.

Customer_Auth

Stores your Customer Segment ID.

Customer_Info

An encrypted version of the customer group you belong to.

Customer_Segment_Ids

Stores your Customer Segment ID.  

External_No_Cache

A flag that, indicates whether caching is on or off.

Frontend

Your session ID on the server.

Guest-View

Allows guests to edit their orders.

Last_Category

The last category you visited.

Last_Product

The last product you looked at.

NewMessage

Indicates whether a new message has been received.  

No_Cache 

Indicates whether it is allowed to use cache.

Persistent_Shopping_Cart

A link to information about your cart and viewing history if you asked the site.

RecentlyCompared

The items you recently compared.

STF

Information on products you emailed to friends.

Store

The store view or language you have selected.

User_Allowed_Cookie

Indicates whether a customer authorized cookies.   

Viewed_Product_Ids

The products that you recently looked at.

Wishlist

An encrypted list of products added to your wish list.

Wishlist_Cnt

The number of items in your wish list.