Terms & Conditions

I. General Ordering Information

These rules govern all transactions and it is impossible to checkout online without accepting them. We encourage all customers to call and ask questions about these terms and conditions. We are here to help.

II. Ordering and Tracking

Whitaker Brothers® is pleased to assist you by phone, fax, or e-mail during our normal business hours: Monday – Friday between the hours of 8:00 a.m. - 5:00 p.m. Eastern Time zone. All items can be ordered either using our secure online eCommerce website, faxing a purchase order to (301) 354-3003, contacting your sales representatives at (800) 243-9226, or by e-mailing your order to internet@whitakerbrothers.com. We recommend that you not e-mail your credit card information. All prices are U.S. dollars and are subject to change. There is a $20.00 minimum order. Orders placed using our secure online eCommerce website will receive a confirmation e-mail from Whitaker Brothers® with your order number. This number should be kept in your records should you need to check status of an order. To track an order, please call (800) 243-9226 for customer service with your order number ready.

III. Payments

All payments are to be made in U.S. currency. We accept checks, cashier checks, money orders, credit cards, wire transfers, and purchase orders pending credit approval. Mail checks to: Whitaker Brothers, Attn: A/R Dept., 3 Taft Court, Rockville, MD 20852. First time orders paid by check are held until cleared by the bank. To avoid delays in shipping, please make sure that checks are made out for the invoice amount to include shipping charges and tax. There will be a $25.00 fee on all returned checks. Cashier checks, money orders, and checks can take up to 14 business days to clear the bank. We accept the following major credit cards: Visa, MasterCard, American Express, and IMPAC. Purchase orders will be accepted from approved customers only. To apply for credit, please call our Accounts Receivable Department at (800) 243-9226. Approved customers are given a 30-day net credit for payment of invoices. Invoices unpaid over 30-days are subject to a 1.5% per month finance charge. International shipments must be paid in advance by wire transfer. For wire transfer procedures, please call or e-mail our Accounts Receivable Department at (800) 243-9226 or ardept@whitakerbrothers.com, prior to ordering.

IV. Tax Policies

Orders for most U.S. states will have all applicable sales tax added unless a valid tax exemption certificate is produced.

VI. Warranty Information

Whitaker Brothers® warranties that all products we sell are free from manufacturing defects. If a product received by a customer is found to be defective upon receipt, Whitaker Brothers® will exchange it at no charge. Warranties are machine specific and may vary depending on the policies of the individual manufacturer and product. Please contact us with any questions regarding specific warranties on products.

VII. Cancellations

Whitaker Brothers® will make every effort to cancel orders when requested. To avoid penalties, orders should be cancelled before items have been assigned a tracking number. We will not, however, be responsible for any costs incurred up to the point of cancellation to include shipping, restocking, and other fees. Never refuse to accept shipment of a product that you ordered. Delivery companies charge additional fees on top of the cost of return shipping, those fees will be passed on to you. Custom made or special orders may not be cancelled.

VIII. Returns and Exchanges

All returned products are subject to a 30% restocking fee (or more, on a case by case basis) or $30 restocking fee, whichever is greater - with no exceptions. Orders are only returnable within 14 calendar days of delivery, in 'like new' condition, in their original packaging, with an RMA number. Custom or special ordered products are not returnable under any circumstances. Customers are responsible for return shipping costs. Customers are responsible for the condition of a returned product until it has been received by the warehouse so ensuring your package is highly recommended. Refunds are provided as money back by default or store credit upon request.

Please thoroughly inspect all products when they are delivered for damage and note any problems on the delivery ticket before signing. Once the delivery ticket is signed, you have contractually accepted it in exactly the condition that it was delivered to you in, and voided the insurance we put on all shipments.

All returns and exchanges are at the sole discretion of Whitaker Brothers, and are judged on a case by case basis.

If you do not have the original packaging for a return, then you are responsible for appropriate packaging for safe shipping. Customers are responsible for shipping damages for returned items, if any are observed at inspection.

* If you placed your order directly with a sales representative then speak with them to discuss your options for returning a product.

Attempting to initiate a return? Click here.

IX. Pricing

Whitaker Brothers® reserves the right to change prices at any time. Pricing can change due to special shipping requirements, promotions, or even errors in the catalog. In order to request better pricing, please call, email or request quote. We are more than happy to assess all offers. In addition, we do offer a Price Match Guarantee.

X. Counterfeit Prevention Plan

Purchasing

• Whitaker Brothers only purchases machines from: (1) OEM authorized distributors, and/or Vendors explicitly requested by customer.
• Whitaker Brothers does not purchase equivalent material without customer authorization.
• All Whitaker Brothers' vendors have Counterfeit Material procedures in place.
• Whitaker Brothers audits Vendor Counterfeit Material procedures by document review on every order.
• All vendors provide a CoC with delivery providing traceability information or verifying authenticity.

Incoming Inspection

• Incoming inspection procedures include reviewing traceability documentation.
• Whitaker Brothers considers undocumented or suspect material non-conforming.

Quality Control

Whitaker Brothers approaches counterfeit material as non-conforming material with containment, impact assessment, notification, and corrective action procedures

XI. Shipping Policies

Delivery & Carriers

We use the least expensive and most expeditious form of transportation to ship your products. We use a combination of UPS/FEDEX for items under 100 lbs. and motor freight for items over 100 lbs. Arrangements can be made to use a customer’s UPS/FEDEX account or other common carrier. Special services such as Next Day Service, 2nd Day Service, Saturday Delivery, and delivery via USPS may be available at an additional cost. Please note that items delivered via motor freight are delivered to the loading dock only, and may be subject to a lift gate fee of up to $85.00. Delivery does not include a truck with a lift gate or inside delivery service. Deliveries made to residential locations may also incur additional charges. If you require any of these services, please contact your sales representative.

Shipping and Handling Charges

Shipping charges vary by item and are calculated based upon the weight of the item, dimensions, and shipping method used. All orders are subject to a minimum shipping and handling charge of $6.00. Please contact a Whitaker Brothers® sales representative for specific information regarding shipping charges.

• UPS: $6.00
• FEDEX: $15.00
• USPS: $15.00

International Shipping 

Whitaker Brothers® can deliver your goods anywhere in the world! Shipments outside the U.S. (the 48 contiguous states) will usually incur additional charges and/or delays. Whitaker Brothers® is not responsible for any delays, customs, duties, brokerage fees, import, surcharges, and/or any other taxes and fees – imposed by countries or carriers. However, we will make every effort to facilitate a smooth transition and delivery. Please check with us before your order is placed should you have any questions concerning these issues. Military delivery to an APO/FPO can only be shipped via the US Postal Service with a 70 lbs. weight limit.

Shipping Notice and/or Damaged Goods

DO NOT sign the delivery receipt until you have inspected and accepted the shipment for all physical damage. Packages are shipped in new condition, unless stated otherwise. If packages are signed for without noting physical damage, we can not be responsible for the items you accept. DO NOT limit your ability to collect damage claims. Please note on the driver's paperwork refusal of shipment or any other exceptions. Your notes on the shipping receipt or bill of lading will make it possible for us to pursue a shipping damage claim if applicable. Please unpack and inspect all equipment on receipt to ensure the correct item has been shipped and that it has not arrived damaged or not working properly. In any of these events, please contact our customer service department immediately at (800) 243-9226. Once we have evaluated the problem, we will make all necessary corrections.

XII. User Provided Information

When ordering or registering on the Service you may be asked to enter your name, e-mail address, mailing address, phone number, credit card information or other information. You also provide us information in Content you post to the Service. Your store and product information you provide to the Service, and metadata about them (such as when you posted them), are publicly viewable on the Service, along with your name. This information may be searched by search engines.