Frequently Asked Questions
Frequently Asked Questions (FAQs)
Why purchase from CustomMHS.com?
CustomMHS.com supports manufacturing and distribution operations that need equipment that fits right the first time. We specialize in storage and material handling and help you select the correct configuration upfront to avoid errors that cause delays, reorders, and costly downtime.
To make price comparisons simple and fair, we reference the manufacturer’s model number on our listings and quotes whenever available. That way, you can compare the exact same item across suppliers apples to apples, so you can verify you’re getting the best deal without guessing whether the specs match.
Why do I need to set up an account?
Creating an account with Custom Equipment makes ordering faster and easier. Your billing details, shipping information, and multiple ship-to addresses are securely saved, enabling quick checkout and streamlined reordering for future purchases.
How do I place an order?
You can place an order with Custom Equipment using any of the following methods:
• Online: Secure online ordering available 24/7
• Email: Send your order to [email protected]
• Phone: Call 866-333-0728 (Monday–Friday, 7:00 AM–6:00 PM ET)
Do I need an account to place an order?
No. You can place an order online, by email, or by phone without creating an account. However, setting up an account allows for faster checkout and easier order tracking.
Will I receive an order acknowledgment?
Yes. Once your order is received, we will send an order acknowledgment via email and, once available, tracking details.
If there are any changes to your order—such as lead times, availability, or pricing—we will notify you promptly before processing.
Where can I send quote requests?
Quote requests can be sent directly to [email protected]. Please include product details, quantities, and any delivery requirements to help us respond quickly.
Do you offer quantity discounts?
Many products display built-in quantity discounts directly on the website.
For larger quantities, special projects, or custom requirements, please contact [email protected] to request volume pricing.
What is billing information?
Billing information is the address associated with invoices and billing statements. Shipping information is entered separately during checkout and may differ from the billing address
What payment methods do you accept?
We accept the following payment options:
• Credit Cards: Visa, MasterCard, and American Express
• ACH Payments
• Checks: Personal or company checks
• Invoice: Available for customers without established payment terms (payment due upon receipt)
Customers with approved credit may qualify for Net 30 payment terms.
What are your payment terms?
Payment terms depend on customer status:
• Established customers with approved credit: Net 30 days
• New customers:
o Credit card payment
o Purchase order with approved credit
o Payment in advance
Orders paid by check will ship once payment has been received and cleared
Is there a credit card processing fee?
A 3% processing fee applies to credit card payments. Customers with approved Net 30 credit terms are not subject to this fee.
Do you store or have access to my credit card information for website orders?
No. Credit card payments are securely processed through a third-party electronic payment processor. Custom MHS does not store, process, or have access to customers’ credit card numbers or other sensitive payment information.
Are website payments secure?
Yes. All website transactions are encrypted and processed through a secure third-party payment provider.
How do I establish credit with Custom Equipment?
Credit terms may be extended to companies that are listed and satisfactorily rated by Dun & Bradstreet.
To avoid delays on your first order, we recommend using a major credit card while credit approval is pending.
Freight Shipping Options
1) Use your own carrier (3rd-party billing)
Provide your preferred freight carrier and account number, and the carrier will bill you directly.
2) Best-rate freight arranged by Custom Equipment Company
We shop carriers and ship the most cost-effective method for your order. Freight charges are added to your invoice.
3) Approve freight before we ship
During checkout, select “Request Freight Quote Prior to Shipping.” We will send a freight estimate for approval and will not ship until you approve the quote.
Why can’t I see the freight cost at checkout?
Freight pricing varies by shipment weight, dimensions, freight class/density, delivery location, and accessorial services (liftgate, residential delivery, limited access, appointment, etc.). Because of that, many orders require a manual freight quote instead of a flat-rate checkout charge.
We’re happy to provide a freight estimate as a courtesy. Final freight charges may change if the carrier adds fees for items such as fuel surcharges, address changes, reconsignment, residential delivery, refused delivery, or special delivery requirements.
Do prices include freight?
No, unless otherwise indicated. All prices are listed in U.S. dollars and do not include:
• Freight or shipping charges
• Federal, state, or local taxes
• Duties or export crating
Freight costs vary based on weight, size, density, handling requirements, destination, and carrier surcharges. Shipping estimates are provided as a courtesy and are subject to change. Custom Equipment is not responsible for differences between estimated and actual freight charges.
Who pays freight charges?
Unless otherwise specified:
• Orders ship F.O.B. point of origin
• Freight is billed prepaid and added or freight collect
• Customers may specify their preferred freight carrier for freight collect shipments
Any carrier-imposed surcharges are passed through to the customer.
Can I use my corporate shipping account or preferred carrier?
Yes. You may use your corporate shipping account by selecting your carrier during checkout. Your carrier will bill freight charges directly to your account.
When does ownership transfer to the customer?
Ownership and responsibility transfer to the customer once the order leaves the shipping facility (F.O.B. point of origin).
What is your return policy?
All returns require prior approval and a Return Authorization (RA) number.
• A Return Authorization (RA) is required for all returns
• Returns without an RA will not be accepted
• Approved returns are subject to a 25% restocking fee
• Items must be unused and in original packaging
• Returns must be requested within 10 days of shipment
• Claims for shortages, errors, or incorrect items must be made within 10 days of receipt
The following items are non-returnable:
• Custom-made or made-to-order products
• Altered, etched, or C.P.A. items
What should I do if my shipment arrives damaged?
All shipments should be inspected before accepting delivery.
• Do not allow the driver to leave without noting the damage on the bill of lading
• Ask the driver about the carrier’s claims process
• Take clear digital photos of the damaged equipment and packaging
Once a shipment is accepted, responsibility for loss or damage transfers to the carrier. The customer is responsible for filing freight damage claims.
Are return shipping costs refundable?
Return shipping costs are the customer's responsibility and are non-refundable unless the return is due to a confirmed Custom Equipment error.
What happens if I refuse delivery?
Refused shipments are treated as returns and may incur freight charges, restocking fees, and return shipping costs.
Is the manufacturer’s warranty included with my purchase?
Yes. All products sold on CustomMHS.com include the original manufacturer’s warranty unless otherwise noted.
Custom MHS is an authorized dealer for the brands we carry, which means your purchase is covered by the manufacturer's full factory warranty.
Manufacturer warranties cover defects in materials and workmanship under the terms set by each manufacturer. Warranty length, coverage, and claim procedures vary by brand and product.
If you have questions about a specific product’s warranty or need assistance initiating a warranty claim, our team is available to help.
Do you handle warranty claims directly?
Manufacturer warranties are administered by the manufacturer. Custom MHS can assist with documentation and guidance, but does not control warranty approval or repair decisions.
Who supports me after the sale?
Our Customer Service team supports you after the sale and is available to assist with order status, shipping questions, warranty guidance, and general product support.
You can contact us by:
Email: [email protected]
Phone: 866-333-0728
What are your customer service hours?
Our Customer Service team is available Monday through Friday during normal business hours (7:00 AM–6:00 PM ET)
What happens if there is an error on the website or in the catalog?
While we make every effort to ensure accuracy, typographical, pricing, and product information errors may occur. Custom MHS reserves the right to correct any errors, inaccuracies, or omissions at any time without prior notice.
All product information, pricing, and availability are subject to confirmation at the time an order is placed. Orders will not be finalized until reviewed and accepted by Custom MHS.
What if my order was placed at an incorrect price?
If an order is placed with incorrect pricing due to an error, Custom MHS will contact you to review the corrected pricing before processing the order.
What is Custom Equipment’s liability?
Custom Equipment’s liability is limited to the value of the defective product only.
We do not guarantee compliance with specific regulations—including OSHA or Walsh-Healey—unless the manufacturer explicitly warrants such compliance.
