POLICIES & SHIPPING INFORMATION

Please follow the links below for information regarding company policies. Or, if you can't find what you're looking for, don't hesitate to contact us directly for additional help.

  • Contacting Customer Service
  • Ordering Options
  • Shipping Information
  • Returns & Exchanges
  • Warranty Info
  • Security & Privacy
  • Additional Policies
  • Liability Limitations

    CONTACTING CUSTOMER SERVICE

    Customer Service Hours:Monday - Friday, 9:00am to 5:00pm (EST)
    Phone:(800) 233-0159
    (717) 569-8711
    Fax:(717) 569-8716
    Email: sales@mxl-industries.com
    Address:1764 Rohrerstown Rd
    Lancaster, PA 17601
    USA

    ORDERING OPTIONS

    Payment Methods:
    MXL Industries accepts Visa and Mastercard. Payment will be accepted via secure online order form. In some special cases, we accept payment by mail. Please contact customer service for more information on paying by credit card via mail.

    Sales Tax:
    Pennsylvania State Residents will be charged 6% sales tax on all purchases made from the MXL Industries Consumer Shop Online.

    Backorders:
    If an item is backordered, you will receive email notification with an estimated date of release. If a backordered item does not ship after 30 days of original order date, the customer will have the option to continue or cancel this backorder with no fee.

    Backorders will be filled before new retail orders when the backordered items become available.

    Cancelled Orders and Order Changes:
    Once we have processed the order and the item has been shipped there is no way for us to stop it. Cancellation or changes to the order at this point will be subject the the Return and Exchange policy below.

    Please be sure you are ordering the correct item, and that you want what you are ordering! If you are unsure about anything, please do not hesitate to contact us for clarification.

    In the unfortunate event an item is no longer available (discontinued or sold out), you will receive a notification email. We may suggest a replacement item, but if we do not receive a response, we will cancel the order and confirm that your credit card has not been charged.

    SHIPPING INFORMATION

    General:
  • Your item will normally be shipped within 1 to 5 business days from the time you place the order.
  • Orders will ship via UPS ground. In the event you would like your shipping upgraded, please contact customer service. Additional charges will apply.
  • We do not ship internationally, to P.O. boxes or APO/FPO addresses.
  • We do not ship to Florida or Illinois
  • Shipping origin point is Lancaster, PA.
  • We will consolidate multiple item shipments wherever possible. Please contact customer service if you would like any items to ship separately (i.e. in the event of a backorder).

    Shipping Charges:
  • Shipping charges are calculated based on your total order price.
  • Oversized and heavy items may be subject to additional shipping charges, amount dependent on the destination.
  • All orders to Alaska, Hawaii and Puerto Rico are subject to an additional $25 charge (2nd Day Air).
  • If the value of an item is high, we will require delivery confirmation.

    Shipment Tracking:
    Upon shipment of your order, you will receive a UPS Ground tracking number via email.

    RETURNS & EXCHANGES

    Return Policy:
    In the unfortunate event that you need to return an item, you must call customer service to obtain a Return Authorization Number. All returns must be postmarked within 15 days from customer's receipt of order.

    We will not accept returns or exchanges without a Return Authorization Number - they will be refused and you may need to pay return shipping.

    Returns are subject to (up to) 25% handling and restocking fee.

    In order to receive a refund, returned items must be in new and unused condition, and must include all original packing materials, tags, protective coverings and instructions. Please use the UPS box or another postal box to ensure the item is not damaged. Failure to do this may result in the package being refused.

    Please include a copy of original packing list with all returns, and be sure to include your Return Authorization Number. You can speed up the process by writing the Return Authorization number on the outside of the postal box.

    Customer pays for return shipping. Original shipping charges are non-refundable.

    Exchange Policy:
    MXL Industries will exchange incorrect customer orders. In this case, customer pays for return shipping, as well as re-shipping charges. The new item will not be shipped until we receive the item being exchanged.

    Exchanges are subject to a 25% handling and restocking fee.

    Exchanged items must be in new and unused condition, and must include all original packing materials, tags, protective coverings and instructions. Please use the UPS box or another postal box to ensure the item is not damaged. Failure to do this may result in the package being refused.

    Please note that if you are exchanging something for an entirely different item, you will be charged a 25% restocking fee.

    Any returned or exchanged items that do not follow these guidelines will be refused, sent back and no credits will be issued.

    Order Problems:
    If you did not receive an item you ordered in your package, please contact Customer Service for help.

    If you receive an item which is different from what you ordered, MXL Industries will pay for return shipping, and ship you the correct item, free of charge.

    If you receive an item damaged in shipping, you must contact UPS to file a damage claim report, then contact MXL Industries customer service before any replacement items will be sent.

    WARRANTY INFO

    MXL Industries products are warranted to the original purchaser for one full year from the date of purchase against defects in material and workmanship. During this period MXL will replace the defective item.

    This warranty does not apply to improperly installed, handled, abused, damaged in crash, nor to any unit which has been repaired or altered by unauthorized agencies. Under no circumstances will the buyer be entitled to consequential or incidental damages.

    SECURITY & PRIVACY

    Security Information:
    MXL Industries ensures your privacy and security over the web. While placing orders and accessing account information, customer transactions are protected with secure server software (SSL) using 128-bit encryption. We have a valid SSL Certificate issued from RapidSSL.

    Privacy Policy:
    MXL Industries respects customer privacy, and does not sell or otherwise share personal information collected on this site with any other companies.

    ADDITIONAL POLICIES
  • We are not responsible for any typographical errors, omissions, inclusions or other errors on our web pages.
  • Prices are subject to change without notice.
  • Mistakenly posted prices on MXL Industries do not obligate MXL Industries to those incorrect prices.
  • When placing an order through MXL Industries Consumer Shop Online, customers agree to the customer service policies stated on this page.
  • MXL Industries reserves the right to refuse service to anyone.

    LIABILITY LIMITATIONS
  • Except as may be expressly set forth in the product invoice, MXL Industries makes no representations or warranties as to any of the products manufactured by us, expressed or implied, including without limitation any warranties of merchantability or fitness for a particular purpose.
  • MXL Industries assumes no responsibility for damage or injury of any kind because of the misuse or improper application of any part in any way by any person.
  • MXL Industries shall not be liable for any indirect or consequential damages whatsoever.

    MXL Industries, Inc. - 1764 Rohrerstown Road, Lancaster, PA 17601
    Toll Free: 800.233-0159 - Local: 717.569.8711 - Fax: 717.569.8716 - Email: sales@mxl-industries.com