You are here

Home

Policies

    Madhouse Partners Policies and Guidelines

    Updated: 2023-04-08
    Our priority is to completely satisfy our customer and offer the highest level of customer service in the industry. We commit to you that we will do our best to fill your need, regardless if you just have a question or need to place an order. The BroPumps brand is owned by Madhouse Partners LLC

    Hours of Operation

    Our phones are answered from 8AM to 6PM Central US Time Monday through Friday and 8AM until 2PM (central time) on Saturdays. We are closed on Sundays and for all USA National Holidays. If we are with a customer, feel free to leave a message and we will return your call as soon as possible.

    Shipping and Freight Quote Policy

    Damaged Freight Policy

    It is your responsibility to check the freight for damage before the truck leaves your delivery spot when possible, and have the truck driver notate the bill of lading about the damage. You must notify us within 24 hours of the noticed damage or before the standard return policy of 10 business days is applied (see return below for details). Pictures of the damaged unopened package will be requested at the time of return inquiry. 

    General Freight Policy

    Smaller items (under 80lbs) that do not qualify for LTL freight will ship through a ground carrier including but not limited to USPS, UPS or FedEx.

    LTL Freight Policy

    We use several freight brokers when shipping LTL freight. If you have a company that gives you a discount then we will use them if possible. Many of our products have freight calculated at the time of check-out and that cost will be added to your final cost when you check-out.

    All "Freight Included" products on our site are only offered in the north 48 contiguous USA States. If you live outside the continental 48 USA states or require International Shipping, we will gladly give you an exact freight quote. We do not mark up the shipping cost once quoted unless additional fees outlined below are charged from the freight company after the product has been delivered. You will pay whatever it costs us. When possible,  we will pass our freight discount on to you, helping you save money on the freight.  Shipping charges are subject to change without notice.

    Shipping prices are quoted to your business, and assuming you have a dock and a way to unload the shipment. Please be advised that additional charges may apply if the freight is shipped to your home or residential area.

    Potential Freight Charges (not exhaustive)

    • Residential delivery
    • Liftgate / Tail-gate
    • Redelivery and/or Layover
    • Construction Dropoff
    • Church Dropoff
    • Appointment-required fees
    • Hand-unload/lift-gate charges
    • Limited access fees
    • Lumper charges
    • Nonbusiness hours pick-up charges
    • Over-dimensional freight charges
    • Residential pick-up/delivery fees

     

    Payment Policy

    Payment Information

    We may require payment in full before your item is built or shipped. Exceptions may include Po's with Municipality's, School Systems and Recreation Organizations. All prices for Products (and the associated costs of shipping and tax) are shown in United States Dollars (USD).  All items are subject to availability and we reserve the right to impose quantity limits on any order, to reject all or part of an order, and to discontinue products without notice, even if you have already placed your order.  All prices are subject to change without notice, and you agree that taxes may be adjusted from the amount shown on the payment screens.  Several factors may cause this, such as variances between processor programs and change in tax rates. In addition, we reserve the right to add additional surcharges to your order's price, at any time prior to shipment, without express notice, in an amount necessary to cover appropriate costs incurred for placing such an order (common Surcharge examples include LTL freight Residential or Liftgate surcharges).

    We currently accept all major credit cards, PayPal®, Bank checks and Personnel / Business Checks, whether physical or electronic (Personal / Business checks must clear your bank first before the item will ship).  By submitting your order, you represent and warrant that you are authorized to use the designated credit card, PayPal® account, Bank check or Personal / Business check, whether physical or electronic, and authorize use to charge your order (including taxes, shipping and handling) to that card or account.  If the card cannot be verified, is invalid or is otherwise not acceptable, your order may be suspended or canceled automatically.  In the event you pay for Products by credit card or PayPal® and subsequently "charge back" your purchase through your merchant account provider.  We reserve the right to terminate these policies and the relevant Terms of Service and all pending orders and transactions immediately in addition to any and all available remedies at law or in equity.

    Tax Information

    We are required by law to collect sales tax on orders shipped to certain states within the United States. The tax rate applied to your order will depend on the state and local tax laws in the destination address. Please note that the tax collected is remitted to the respective state and is not a charge imposed by us. If you have any questions about sales tax, please contact us. Sales tax may be required for Kansas residents unless you can provide a tax number for resale. For more information regarding the collection, use and storage of your personal information related to your credit card information, PayPal® account and/or banking information, please visit our Privacy and Disclaimer page by clicking here. If you are a resident of California, click here to view our California Privacy Policy.

    Cancelation Policy

    We understand that you may need to cancel an order, and we are here to help. If you need to cancel an order, please contact us as soon as possible. If your order has not yet been shipped, we will do our best to cancel it for you. However, please note that we cannot guarantee that we will be able to cancel your order if it has already been processed and shipped. In that case, you will need to follow our return policy to initiate a return. If you have any questions about canceling an order, please do not hesitate to contact us.

    Return Policy

    We want you to be completely satisfied with your purchase. If you need to make a return, we offer a 10 business day return policy from the day of confirmed delivery. Please note that some larger items may be subject to a restocking fee, which we will communicate to you during the return process. To be eligible for a return, products must be in their original condition and packaging, and you must provide proof of purchase or receipt. It is the responsibility of the customer to make arrangements and handle costs to have the product returned. 

    If the order is returned, the return shipping cost will be deducted from the refund unless you have made prior arrangements with our sales department. Only items that are in the original packaging may be returned with the exception of items that are damaged during transit. (See damaged freight policy).

    We reserve the right to deny a return if the item has been used or damaged outside of normal warranty claims. If you wish to return an item, please contact us to initiate the return process. Refunds are only issued on "NEW" and "Unused Equipment" that have not been used, including any accessories with the exception of warranty defects. A refund will be given only after the buyer has shipped the item back and we inspect the item for damage.

    A return authorization form will be provided to the buyer and must be completely filled out and returned with the item. If the buyer wants to purchase another item, payment is required in full and we will credit the buyer's account after we receive the returned item.

    We attempt to be as accurate as possible; however, we do not warrant that all product descriptions, photographs, pricing or other information on this Site is accurate, complete, current or error-free.  In addition, all weights and size dimensions are approximate.  If a product offered by us is not as described or pictured, your sole remedy is to return it in an unused condition for a refund.  In the event of an error, whether on this Site, in an order confirmation, in processing an order, in delivering a product or otherwise, we reserve the right to correct such an error and revise your order accordingly, or to cancel the order and refund any amount charged.  Your sole remedy in the event of an error is to cancel your order and obtain a refund.

    Warranty

    For Warranty information, see Section 18 in our Terms of Service by clicking here.