FAQ
When will my order ship?
Most in-stock orders ship within 1-2 business days. If your order contains custom, freight required, specialty, or non-stock items, lead times may vary. You will receive an email confirmation with tracking information once your order has been shipped.
How long will it take for my order to arrive?
Dates are not displayed due to the fact that transit times vary. We display shipping options such as Ground, 3 Day, 2 Day, or Next Day Air for parcel packageable items. Some items require freight, and we will display Southeastern Freight Lines or SAIA as current options.
Standard ground transit times typically takes 3-5 business days. Freight Shipping typically takes between 2 to 7 business days depending on the carrier. Faster shipping options are available for parcel qualifying orders.How can I tell if items are in stock?
Stock items will display stock and quantity available. If an item is out of stock or has a lead time, that information will also be clearly shown. For bulk or time-sensitive orders, feel free to contact us to confirm stock in real time.
If I choose faster shipping, will it expedite my order?
Expedited shipping affects transit timeonly. It does not accelerate order processing or fulfillment. If you need both expedited shipping and priority processing, please contact us directly - we are always happy to help.
What is blind shipping?
Blind shipping removes STS branding and pricing from the packing list. However, some packaging may still feature STS-branded boxes. This option is available while checking out.
What is your return policy?
Returns are accepted within 30 days of delivery for most standard items, provided they are unused and in the original condition. A 25% restocking fee may apply, and the cost of freight will be the responsibility of the customer shipping the return. If a label is needed, we may provide one for an additional charge. Refunds to credit or debit cards will be issued back to your original payment method within 7–10 business days after we receive your return. Custom, special-order, and cut-to-length items are generally non-returnable. Please contact us at support@stsindustrial.com to initiate a return or for more information.
Do material certifications (certs) cost extra?
In most cases, Material Test Reports (MTRs) and Certificates of Conformance are provided at no additional charge. Select "Need Certs" at checkout to have us email certs over whenever your order ships. For a list of certs typically provided for items click here. If you need a cert to meet specific restrictions, please contact us.
Can I order without a business account?
Yes! While STS Industrial primarily serves businesses, individual customers are welcome to place orders through our website.
Do you ship internationally?
We currently offer international shipping to Canada only, arranged via email at websales@stsindustrial.com. Full international ordering capabilities will be available in the future. For assistance with Canadian orders, please reach out and a member of our team will be happy to help.
Are there any current shipping restrictions?
There are no general restrictions on domestic U.S. shipping. However, some specialty items may be subject to export controls or regional limitations. For international orders, please reach out to confirm eligibility based on destination and product type.
How much does shipping cost?
Shipping rates are calculated at checkout based on your location and the size/weight of your order. We may offer free shipping on orders over $200 on qualifying orders or during special promotions.
Please note: The free shipping threshold is higher for partial shipments than for full shipments.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. You can use the link provided in the email to track your shipment.
Who are your shipping carriers?
We use trusted carriers such as [e.g., UPS, FedEx, South Eastern Freight lines, SAIA Freight lines] to ensure reliable and timely delivery.
What if my package is delayed or lost?
If your package is delayed or missing, please contact us at support@stsindustrial.com and we’ll assist you in resolving the issue with the shipping carrier.
Can I change my shipping address after placing an order?
If your order has not yet shipped, we may be able to update the shipping address. Please reply to the orders@stsindustrial.com email associated with your order confirmation.
Can I place an order online using a Purchase Order and my company's existing terms account with STS Industrial?
Yes! If your company already has a terms account with STS Industrial, you can make purchases online using a Purchase Order number.
When creating a new online account, check the box labeled "I wish to request access to purchase under my company's existing account at STS", and fill in the required details. Click here to set up your account.If you already have an online account, simply email us your company name and the name of your manager. We'll handle the rest and link your online profile to your in-store account.
Please note: This option is only available for companies with an active terms account at STS Industrial.
Can I apply for Net Terms with STS Industrial?
Yes! Customers can apply for terms once they've established a purchase history. Typically, terms are available to companies that have purchased at least $10,000 of product over a 12-month period. Please reach out to support@stsindustrial.com for further information and assistance.
Can I view my order history online?
Yes! Go to Order History under My Account. If your online account is linked to your company's STS account, you'll be able to view all past orders - not just those placed online.
STS only has part of my order in stock. Can you ship what's available now and the rest later?
Yes, we offer partial shipments on minimum orders of $500. Select "Partial Shipment" at checkout, and we'll ship in-stock items immediately. The remaining items will ship once they become available.
Please note: The free shipping threshold is higher for partial shipments than for full shipments.
My project requires items from an Approved Manufacturers List (AML). Can STS accommodate this?
Yes, we have extensive experience sourcing materials that comply with AML requirements. Just email us your material list or cart number along with your AML, and we'll take it from there.
My project has country of origin restrictions. Can STS help?
Yes! Our product listings include origin options such as Domestic, Non-China/Non-India, and Unrestricted Import. These are commonly available on items like stud bolts and structural bolts, but we can accommodate origin requirements across a wide range of materials. If you don't see what you need, just reach out to us via email.
Do you charge a credit card processing fee?
A 3% card processing fee may be applied to your order where legally permitted. If applicable, this fee will be clearly displayed at checkout before you complete your purchase.
What are Lift Gate Services?
Lift Gate Services are used when a shipment needs mechanical assistance to be lifted on or off the truck. This service is required if the pickup or delivery location does not have a dock or forklift available. Charges for lift gate use are added on top of any standard shipping fees.
What is considered a Limited Access Location, and how does it affect delivery?
A limited access location is any place that restricts standard delivery access, making drop-offs or pickups more complicated. Examples include:
Assisted living facilities, nursing homes, schools, and universities
Construction sites, estates, and country clubs
Farms, orchards, vineyards, and nurseries
Military bases, jails, or nuclear power plants
Marinas, mini-storage warehouses, and national/state parks
When a shipment is going to or from a limited access location, additional delivery charges may apply to cover the extra effort and time required. These charges apply to the entire property, not just the area where business is conducted.
What does Notification Prior to Delivery mean?
Notification Prior to Delivery is a service where the carrier contacts the recipient before arriving to deliver a shipment. This ensures someone is available to receive the shipment and helps coordinate timing for locations with limited access or special delivery requirements.
What is Inside Delivery or Inside Pickup?
Inside Delivery or Pickup is a service where the carrier moves your shipment beyond the standard loading dock or doorstep. This means the shipment can be brought inside a building or to a specific room, rather than just being left at the entrance. Availability depends on the carrier’s operating conditions and may incur additional charges.