Return Policy

At TrueSouth Pump & Supply, we stand behind the quality of our products and want every customer to be confident in their purchase. If you need to request a return or report an issue, please review the guidelines below:

Contact Us Before Returning Any Item

• Customers must contact us first to receive return authorization, troubleshooting support, and instructions.

• This applies to all returns, including pumps that were already placed into service when the issue was discovered.

• Unauthorized returns may be refused.

Returns for Pump Issues or Defects

• If you notice a performance issue, leak, abnormal operation, or any concern after the pump has been put into use, contact us immediately.

• Our team will help diagnose the issue and determine whether the pump needs to be returned, repaired, or replaced.

• If the problem is confirmed to be a pump defect, we will cover the return freight.

Standard Return Conditions (Non-Defective Items)

• Returns are accepted within 30 days of delivery.

• Products must be unused, in original condition, and include all components, accessories, and packaging.

• If the item is not defective or was ordered incorrectly, the customer is responsible for return shipping.

Refunds

• Refunds are issued after inspection and verification of the returned product.

• Original shipping charges are non-refundable.

• Refunds may take 3–5 business days to appear depending on your bank.

Shipping Policy

We work hard to ship your order quickly and accurately so you receive the products you need without delay.

Shipping Costs

All shipping costs are paid by the customer. Rates are calculated at checkout or quoted at the time of order.

Order Processing Time

Most orders ship within 1–2 business days. Custom, specialty, or backordered items may require additional time. You will be notified if an extended lead time is expected.

Shipping Carriers

We ship using trusted carriers such as UPS, FedEx, USPS, and freight carriers for larger orders. Customer-specific carriers or account numbers may be used upon request.

Tracking Information

Tracking numbers will be provided once your order has shipped. Please allow up to 24 hours for tracking updates to appear.

Damaged Shipments & Claims

We package all products securely, but shipping damage can occur. To ensure timely handling:

• Customers (receivers) must contact the carrier directly to report any damage discovered at delivery.

• All damage must be reported immediately upon delivery and noted with the driver when possible.

• TrueSouth Pump & Supply will assist with any needed documentation to support your claim.

• Claims for concealed damage must be filed promptly per the carrier’s policies.

• Once the carrier processes the claim, we will work with you regarding replacements or resolutions as appropriate.

Missing or Lost Shipments

If tracking shows your package as delivered but you cannot locate it, please first check with neighbors, your receiving department, or onsite security. If still missing, contact the carrier directly to open an investigation. We are happy to assist as needed.

Incorrect Shipping Address

Orders shipped to an incorrect or incomplete address provided by the customer may result in additional fees. Reshipment costs are the responsibility of the customer.

International Shipping

International orders may require additional customs fees, duties, or taxes. These are the responsibility of the customer.

Contact Us

If you have any questions regarding your shipment, feel free to reach out to us at any time.