Policies


Shipping Policy

Order processing time

99% of orders are processed within 1 business day of receipt. The exceptions could be questions on the order, decline of credit card, products currently unavailable or discontinued and other unforeseen issues. Orders are processed on business days typically Monday-Friday from 9AM-5PM.

Lead Times

We post lead times from manufacturers and inventory levels when available online and ship accordingly. As a retail/distributor we will always use the quickest shipping time available to us. If we don’t have the item in stock in our warehouse we will then try to procure from wholesalers and lastly if the item is completely out of stock at all available vendors we will place a factory direct order. You can always call us directly 508-394-2300 to check stock and lead times on any item. We are factory authorized dealers for over 130 manufacturer lines and have developed relationships with all of them over our 20 years in business.

Shipping rates

Shipping charges for your order will be calculated and displayed at checkout. Exceptions would be for International, Hawaii and Alaska shipments or any request for expedited shipping. Due to restrictions put in place by UPS or Fed Ex refusing to ship a package by regular means due to size or weight issues. We would reach out to the customer and inform them what an LTL freight cost would be before processing the order.

We use FedEx from our location and our manufacturers use a combination of UPS and FedEx . If you need to have your items overnight, please call us toll free at 508-274-5538 to let us know. Overnight delivery is only available for orders with delivery addresses within the continental United States and product availability.

We offer at flat rate shipping charge of $12.75. This is a fixed price and will not go up no matter how many items you order! Shipping charges are non-refundable. Flat fee shipping applies to the Contiguous United States and does not include Alaska and Hawaii.

Exceptions would be items deemed to heavy or large by UPS and FedEx and LTL charges or handling is added. Cape Cod Brass will always make customer aware of any unforeseen freight charges before processing orders.

Shipment to P.O. boxes or APO/FPO addresses

Exit Device.com / Cape Cod Brass ships to addresses within the US, US Territories, and APO/FPO/DPO addresses. We can try to accommodate shipping to PO Boxes if possible. We would reach out to a customer if this option is not available.

Shipment Confirmation and Order Tracking

You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours. If you would like to check on your order please call 508-394-2300 M-F 9-5.

Customs, Duties, and Taxes

Exit Device.com / Cape Cod Brass is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer’s responsibility (including tariffs, taxes, and other costs). Any International freight charges will be discussed with customer before shipping for approval.

Damages

Exit Device.com / Cape Cod Brass is not liable for any products damaged or lost during shipping. If you received your order damaged, please sign for damaged if possible. Please notify us as soon as possible if you receive a damaged or defective product as most manufacturers require this within days of receipt of the items. We may have to file claims with the shipment carrier on your behalf if a package is lost or damaged and await their investigation. The normal time frame for an investigation is typically 7 days. We can offer to bill and ship out a new order or wait for a claim to be settled. Save all packaging materials and damaged goods until the process is complete. We may need to mail a FedEx Shipping label to use to send back defective/incorrect product in order to issue a credit.

International Shipping Policy

We can ship via Fed Ex International and would quote a cost and lead time for customers approval before proceeding with an order. Please call to discuss the items required, shipping location and method of billing. We require wire transfers for most international orders.

Incorrect Shipping Addresses and Refused Delivery

We make every attempt to validate the shipping address provided at checkout to ensure it is recognized as a valid address. If we cannot validate the address, we will try to contact the customer to obtain a valid address. If we cannot update the address, the customer will be notified via email and the order will not be processed until we are able to verify.

Exit Device.com / Cape Cod Brass will not be held responsible if the customer provides the wrong shipping address and any additional shipments/actions may require additional freight charges.

Missing or Stolen Shipments

If you didn’t receive your order, but the shipping carrier has reported that it was delivered, please let us know as soon as possible at 508-394-2300. If the package was signed for the responsibility is on the customer. If the package was dropped off without a signature, we can initiate a claim process with the shipping carrier. We will replace or refund your order when the investigation is complete. It typically takes 7 business days to process a claim.