Policies

I use Paypal exclusively so when you add items to the cart, it will take you over to the Paypal.com website right away. If you want to add more items to the shopping cart, click "continue shopping" to come back here to add more items. You can always get back to the shopping cart by clicking any "View Cart" button. You do NOT have to have a Paypal account to pay for Brewhardware.com items. Paypal will take one-time credit card payments.

Lead Time

Brewhardware.com is a growing business and order volume is sometimes higher than our capacity/resources any given week. It is our goal to keep customers informed when they can expect significant delays.

In general, the shipping label will be printed within 2 days of receiving your order. You will receive notification through the email address associated with your Paypal account or the address you provide during the credit card transaction along with a USPS tracking number at the time the label is printed. However, the order will be packed and physically shipped 1-4 days later. We strive for one day but it may be up to 4 days during high order volumes. When you add it all up, your order may ship up to 6 days after you've placed the order in the worst case scenario. Assuming 2-3 days Priority mail transit time, please don't panic on day 7. We do our best to keep prices as low as possible and sometimes it means waiting an extra day or two. Thanks for understanding. For some reason, USPS does not update hop by hop information on the their tracking page until AFTER it has been dropped off. This alarms many customers thinking that the box has not yet shipped. USPS estimates a 2-3 day transit time for Priority packages but it is our experience that a small percentage of shipments take longer and sometimes MUCH longer than that. Packages get misdirected or drop off the sorting line. Whatever the cause may be, we will NOT send out duplicate shipments because "you really really wanted to brew this weekend".

Returns and Refunds

Ultimately I want you to be completely happy with your purchase and will do my best to meet that goal.

Returns:

If you receive what you ordered but it does not meet your expectations, I will refund the purchase price but the shipping costs in both directions are your responsibility. Each of my products are clearly described on the product's detail page and should match the image. This also applies to ordering the wrong item for your particular application (please contact me ahead of time if there is any doubt to what you should order). I do not charge any restocking fee but please send the items back in usable condition. I cannot provide refunds for kits that are improperly installed and damaged. I provide as much post-sale support as possible so if there are any questions about installation after watching the video and reading the steps on the instructions page, use the contact form.

Lost Shipments:

Refunds (or replacement shipment) will be offered if USPS loses a package before it is delivered. However, brewhardware.com is NOT responsible for items delivered and later lost and/or stolen. I only ship via USPS Priority with delivery confirmation. If the USPS tracking system shows an item delivered to your address, there is not much more I can do for you if the neighbor's kid stole the box off your porch. In the rare case that this happens, I will do my best to work with you to reach a fair compromise.

Shipping

Your shipment will be sent via US Postal Service Priority Mail if you live in the U.S.

Given the variety of items I now carry, my shipping costs are calculated by weight. Feel free to add items to the cart and get a shipping estimate from paypal by entering your zip code. Just for an example, a single sight kit would ship for $6. We do NOT profit on shipping. In fact, we often pay more for shipping than you do.

*We reserve the right to renegotiate shipping charges for high quantity orders and/or shipments to Hawaii and Alaska. If you do not agree to the adjusted shipping cost, we will promptly refund your payment.

Please note that we ship to the address that comes across via the Paypal transaction. This is an address that you have associated with your paypal account or the one you provide during credit card payment. It is the buyer's responsibility to double check the address prior to placing the order. If you catch the error prior to the order being sent out, please email us and we will refund the order. You can then correct the address and place a new order. We cannot override the address while the order is in progress because we lose our paypal protection. We will not be held responsible for packages that are sent to an address that you've specified. If the package comes back to us as undeliverable, we will give you the choice to repay the shipping to the correct address or receive a refund for the net product value. We are often asked why we charge for shipping the same box out for the second time. It is very simple. USPS considered the ride out to the undeliverable address and back as mission accomplished. The postage is void at that point and we cannot absorb the cost of reshipping or everyone's prices have to go up.

Local Pickup? Sure, why not. Send a message via the contact page and let us know what you want and when you'd like to pick it up in Piscataway, NJ.

International Shipping? READ THIS CAREFULLY BEFORE ORDERING.

We are currently set up to ship to Canada, Australia, UK, France, Spain, South Africa and New Zealand. If you are in Canada, you have a choice of either Economy (USPS first class) for shipments up to 4 pounds (2Kg) in weight or USPS Priority for orders of any weight. If the value of the order exceeds $150 US, we reserve the right to require USPS Priority for the better tracability it offers. If we decide to do this, you will be contacted with a quote for the additional shipping charge. Of course, you will also have the option of an order cancellation and refund if the terms are unsatisfactory.

All other International orders (besides Canada) MUST go out via USPS Priority Mail. This is a recent policy change for us and we realize that it is a major inconvenience. The reason we no longer offer economy shipping outside of N.America is that it is completely untraceable once it leaves the U.S. sorting center. While we have posted warnings on this page reguarding the delays and even lost shipments that are possible with economy methods, we are always held responsible when things do go wrong. As many people know, Paypal does not care about vendor policy, liability warnings, or anything of that nature (and frankly neither does the customer when they haven't received something they paid for). Again, we realize that priority mail is very expensive. However, we cannot afford to replace lost shipments worth several hundred dollars, especially when we've done everything we promise.

HOWEVER! Keep in mind that our system for calculating shipping charges is rather crude and there are some situations where it will over quote. Items that are heavy but small may fit into a small flat rate box for much less than the system will calculate. If you think you have an order of that nature, please email us and we can verify. Orders that are both heavy AND long are a different issue. Adding a single sight glass kit to a small/heavy order of fittings will remove the ability to use small flat rate packaging.

As far as we know, ALL of our competitors have been completely stopped shipping USPS first class due to the overhead involved.
The only reason we continue to offer first class to Canada is that the track record is very positive. Most shipments arrive in a reasonable time frame and absolute losses have been almost zero.

Privacy

When you order products from Brewhardware.com using Paypal, your address and email address is conveyed as part of the transaction. Please be assured that Brewhardware LLC will NEVER pass this info to a 3rd party for any reason.

Support Availability

We are a wired-in company so all pre and post sales support is to handled via email. Using the contact form above will send email directly to Bobby but if you would like to save a copy as "sent" email, feel free to use your email client and send to bobby@brewhardware.com.

Emails will be responded to, usually within 4 hours, 7 days a week. If you do NOT receive a respoinse within 24 hours, please resend the message.

If it is eventually determined that your support issue is too complicated to be handled over email, we will provide a phone number or call one that is provided to us.