Terms and Conditions

Ordering Policy

On Time Distribution will gladly accept your order(s) via email or FTP upload during normal business hours.

Expedited Shipping Policy

On Time Distribution offers expedited shipping options to its customer. Orders must be processed prior to 1 p.m. (EST) to ship the same day. Orders processed after 1 p.m. (EST) will be shipped out on the next business day. Orders placed after 1 p.m. on Friday will not be shipped until the following Monday. (This excludes all special or custom size orders).

Pricing Policy

Prices are subject to change without prior notice. Orders received and shipped on or after the price change will be at the new price.

Order Cancellation Policy

On Time Distribution strives to exceed our customers’ expectations by shipping On Time, Every Time. Most orders are processed within a couple of hours of receiving them and are shipped out within one business day. You may however, contact us via email to request for an order to be cancelled providing the order has not been processed. Unfortunately, if the order has already been processed for shipment, we will not be able to accommodate your request. Your order may be returned in accordance with our Return Policy.

Return Policy

Customers may return product(s) within 30 days of purchase by contacting our Customer Service Representative (CSR) via email at customerservice@ontimedistributor.com to obtain an authorized RMA number. All returns are required to have an RMA number to be processed for credit. Along with the RMA number, the CSR will provide you with the return address to where the package is to be returned. An RMA number is only valid for 30 days from the date of issuance. Any return labels requested are only valid for 30 days. Please refer to the following when requesting an RMA number:

All Returns – If a return was sent prior to receiving an RMA number, OTD cannot guarantee a credit will be provided. If we can locate the appropriate order number, credit will be issued providing the product is not damaged and received in resalable condition. If we receive a return from your customer and the product is not something that should have been returned to OTD, we will not process and will dispose of accordingly. If a return is returned to the wrong location, credit will not be issued.
Standard manufactured product must be returned in a good, resalable condition to be eligible for credit. Any returns that have been opened (out of original packaging – to include individually packaged item’s part of a multi-unit pack), used, damaged or do not contain all original parts, will not be eligible for a credit. If any standard manufactured product was returned in a good, resalable condition, but not in original packaging, we will issue credit and deduct a 15% restocking fee.
OEM product must be returned undamaged and in its original packaging to be eligible for credit. Any OEM returns that have been opened (out of original packaging – to include individually packaged item’s part of a multi-unit pack), used, damaged or do not contain all original parts, will not be eligible for a credit. A 15% restocking fee will be deducted from any eligible credit issued.
Custom product or Special Orders may not be returned and are not eligible for credit unless it is determined to be a manufacturer error.
Product Not Working/Defective – If the customer states the product(s) is not working properly, or thinks it is defective, please instruct them to troubleshoot any issues by following any included instructions with the
product, or by contacting the manufacturer for any additional assistance. If there is no success with troubleshooting, please get a complete description of what is wrong with the item and include in your email to our CSR. We may ask to have the product returned to us. All manufacturers’ have different return policies; therefore, we must also abide by those. All non-working or defective OEM items being returned, must be returned in their original packaging to the return address provided by our CSR. Return label/call-tag fees will be covered by On Time Distribution. Credit will only be issued if the manufacturer deems the item defective and after we have received credit from the manufacturer. If returned to the wrong location, credit will not be issued.
Customer Ordered Wrong Item – If the customer ordered the wrong item and wishes to return, an RMA number will be required. Return label fees/call-tag fees, along with a 15% restocking fee, will be charged to the customer. If returned to the wrong location, credit will not be issued.
Wrong Item Shipped – If the customer received an item they did not order, please contact our CSR via email with details of the item received, along with any images of the item, if possible. Our CSR will advise if we need the item returned. If so, we will supply a return label or a call-tag at no charge and credit will be issued. Please do not have the customer return prior to you contacting our CSR for instruction. If it is determined, after we have received the item back, that there was not a shipping error and the correct item was received when package originally delivered, the customer will be charged a 15% restocking fee, in addition to the freight charges incurred. If returned to the wrong location, credit will not be issued.
Amazon Returns – If we receive a return from an Amazon purchase that was not assigned an RMA #, OTD will attempt to locate the order in our system. If we receive the return damaged, and it was returned using a return label issued by Amazon, we will not credit or file a damage claim. When possible, we will provide you with the tracking number from the return label (issued by Amazon) so you can file a claim. A 15% restocking fee will be charged for any undamaged item returned. If returned to the wrong location, credit will not be issued.
Address changes – Any address changes after the package(s) have shipped will need to be requested via email to our CSR. Any fees incurred will be charged to the customer. **PLEASE NOTE – Any package that was shipped via FedEx Ground Economy (formally SmartPost), USPS or DHL is not eligible for an address change or to be rerouted to a new address.

Damages Policy

If the contents of the package are delivered damaged, please email our CSR with the order number along with images of the damaged product, in one email. Please instruct your customer to NOT contact the shipping agent or to return to sender.

Damage claims will be filed as follows:

If shipped via FedEx Ground – we will file a damage claim and issue credit, if eligible. Unless additional insurance was purchased, the claim only covers up to $100 of the item value (plus shipping).
If shipped via FedEx Ground Economy (formally SmartPost) and delivered by FedEx Ground – we will file a damage claim and credit ONLY if we are paid.
If shipped via FedEx Ground Economy (formally SmartPost) and delivered by USPS – no claim will be filed, and credit will not be issued.
If shipped via USPS or DHL – A damage claim cannot be filed, and credit will not be issued.

Lost Package or Mis-Delivered Package Policy

Please email our CSR the order # and request a trace. Please note the following regarding a trace:

If shipped via FedEx Ground – a trace for a lost package can only be requested within 5 days of the delivered date. After a trace has been initiated and the package is still not received by the customer, we will file a lost package claim with FedEx and credit will only be issued if we are paid.
If shipped via FedEx Ground – and customer did not receive the package, and it is past the time limitations to request a trace, but the tracking number shows the package as “Delivered,” we will not file a lost package claim and credit will not be issued.
If shipped via FedEx Ground Economy (formally SmartPost) and the package was delivered by FedEx Ground, a trace can only be requested within 5 days of the delivery date. If a lost package claim is filed, credit will only be issued if we are paid. **Any requests for FedEx Ground or FedEx Ground Economy (formally SmartPost) trace after 5 days from delivered date will not be considered. **On Time Distribution is not responsible for product that is lost, stolen, or misdelivered via USPS parcel post mail or DHL. We recommend selecting FedEx Ground service for tracking visibility.
If shipped via FedEx Ground Economy (formally SmartPost) and delivered by USPS – a trace is not available, a claim cannot be filed, and credit will not be issued
If shipped via USPS or DHL, a trace is not available, and credit will not be issued. **On Time Distribution is not responsible for product that is lost, stolen, or misdelivered via USPS parcel post mail or DHL. We recommend selecting FedEx Ground service for tracking visibility.

Refused Shipments Policy

Refused shipments will be eligible for credit if returned in a good, resalable condition. A 15% restocking fee will be deducted from any eligible credit. Shipping/freight charges will not be refunded.

Undeliverable Address Policy

Customers who provide an undeliverable or wrong address that results in the package being returned to shipper/sender and/or marked as undeliverable will not be eligible for credit unless we receive it in a good, resalable condition. A 15% restocking fee will be deducted from any eligible credit. Shipping/freight charges will not be refunded. Customer is responsible for any shipping costs incurred to reship the order.

International Orders Policy

All International orders will be shipped via DHL or FedEx International Economy or Priority unless otherwise requested when order is placed. Customers are responsible for all import duties, taxes, and additional fees that customs agencies may impose.

Freight Claim (LTL/Truck Load) Policy

The consignee is responsible to file a freight claim on lost or damaged product with the carrier. Products must be counted and inspected immediately upon receipt from the carrier. Items missing or damaged should be clearly documented on the Bill of Lading (BOL) and signed while the driver is present. Freight claims should then be filed with the carrier. If concealed damage is noted after receipt of goods, then carrier should be notified immediately, and an inspection of the product(s) is requested so that the proper liability may be identified, and appropriate claim(s) filed.

Business Hours
Customer Service:	Monday – Friday (8 a.m. to 4:30 p.m. EST)
Shipping/Distribution:	Monday – Friday (8 a.m. to 4:30 p.m. EST)