FAQ

Welcome to our FAQ page. We have compiled clear, direct answers to the most common questions our customers ask about our commercial equipment and professional maintenance solutions. If you cannot find the information you need here, please reach out to our team directly via our verified contact channels.

1. Orders & Shipping

• How long will it take for my order to be processed and delivered?

  • Order Cut-off Time: 2:00 PM EST, Monday through Saturday. Orders placed after this time will begin processing the following business day.

  • Handling Time: Orders are processed, packed, and prepared for carrier pickup within 1 to 2 business days (Monday through Saturday, excluding US public holidays).

  • Transit Time: Standard ground transit takes 1 to 7 business days (shipped Monday through Saturday).

  • Total Estimated Delivery: You can expect your order to arrive within 2 to 9 business days from the day it is placed.

• What are your domestic shipping rates?

  Our shipping fees are straightforward and strictly based on your total order checkout value before taxes:

• Do you ship to P.O. Boxes or military addresses?

  We ship to all standard physical addresses within the United States. However, we strictly do not ship to P.O. Boxes, military addresses (APO/FPO/DPO), or international destinations.

• How can I track my order?

  As soon as your items leave our facility, an automated shipping confirmation email containing a carrier tracking number and a direct tracking link will be sent to your inbox so you can monitor your delivery step-by-step.

2. Returns & Refunds

• What is your return policy window?

  We offer a strict 30-day return window. You must report your product issue and formally initiate a return request within 30 days of the official carrier delivery date.

• What items and conditions are eligible for a return?

  • Eligible Reasons: We accept returns for both defective products (manufacturing flaws, transit damage, or incorrect items) and non-defective products (buyer's remorse, mind changes, or accidental orders).

  • Condition Required: To be accepted for a return, the product must be in New condition—completely unused, unopened, in its original box and packaging, and including all original manuals, tags, and components.

• Are there any restocking fees?

  No. We charge No Restocking Fees ($0.00) for products returned within our standard 30-day policy guidelines.

• Who pays for return shipping costs?

  Lucas Sales Company LLC provides pre-authorized return shipping labels at No Cost ($0.00) to the customer. Once your return claim is authorized by our team, your prepaid label will be delivered to you via an official download and print link.

• When will I receive my refund?

  Once your returned item is physically received and inspected at our facility, we will email you regarding your approval status. If approved, your refund is automatically processed back to your original payment method. Refund processing takes up to 7 business days to complete once initiated, depending on your bank or credit card provider.

3. Products & Support

• Are your commercial products authentic?

  Yes. Lucas Sales Company LLC is an authorized online retail partner for the selective brands featured across our catalog. Every piece of heavy equipment we sell is 100% authentic, brand new, and fully backed by standard manufacturer support channels.

• What should I do if my large or freight item arrives damaged?

  Please inspect the outer packaging of your freight shipment closely upon arrival. If you notice any significant structural damage, document it clearly with the delivery driver before signing for the package. Contact our support team within 5 business days at tony.lucas@lucas-sales.com with clear photo evidence so we can arrange an immediate replacement solution at no cost to you.

4. Official Business Information

For identity verification, corporate transparency, and customer records, our official business details are listed below:

• Legal Business Name: Lucas Sales Company LLC

• Corporate Address: 3 Bruce Road, Plymouth, Massachusetts 02360, United States

• Customer Support Phone: +1 (781) 974-0666

• Customer Support Email: tony.lucas@lucas-sales.com

• Customer Support Hours: Monday – Friday: 7:00 AM – 7:00 PM EST (Closed US Public Holidays)