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Frequently Asked Questions (FAQs)

Find answers about ordering, quotes, payment options, freight shipping, returns, damage claims, warranties, and account support at CustomMHS.

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Returns & Damage Claims

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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

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.

No. Custom-made or made-to-order products, along with altered, etched items, are non-returnable.

Claims for damage, shortages, or incorrect items must be made within 10 days of receipt. For shipping damage, be sure to note it on the bill of lading before the driver leaves.

Refused shipments are treated as returns and may incur freight charges, restocking fees, and return shipping costs.

Return shipping costs are the customer's responsibility and are non-refundable unless the return is due to a confirmed factory or CustomMHS error.

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Our team can help with quotes, freight, product selection, order status, and warranty questions.

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Built for Manufacturers, Warehouses &
Industrial Facilities

CustomMHS is an authorized distributor of industrial storage and material handling equipment for manufacturers, warehouses, distribution centers,
and industrial facilities across North America. From shelving systems and pallet racking to storage containers, workbenches, carts, security fencing, and cabinets,
we carry industrial-grade brands and help you choose the right specs, load ratings, and configuration for your facility, workflow, and space before you order.