Effective Date: November 12, 2026
1. Introduction
At Lotline Tools ("we," "us," or "our"), this Shipping Policy explains how products purchased at lotlinetools.com are fulfilled and delivered. Please read it before you order. If anything here does not match what you need, contact us first.
Fulfillment notice: Orders are fulfilled and shipped from our suppliers' fulfillment locations. We do not operate a public showroom or claim a warehouse of our own at this time. Our mailing address is 655 W Illinois Ave, Ste 716 #2134, Dallas, TX 75224.
2. Shipping destinations
- Where we ship: We ship to the contiguous United States only.
- Exclusions: We do not ship to Alaska, Hawaii, U.S. territories, or PO boxes. Contact us before you order if your site might be difficult to reach by freight (narrow access, no forklift, residential-only restrictions, or similar).
3. Shipping costs
Shipping charges, when they apply, will be shown at checkout or confirmed in writing before you are charged. We will not invent a "free freight" promise here. If a product page and checkout disagree, contact us at support@lotlinetools.com before you complete the order.
4. Order processing time
- Handling time: Orders are processed within 48 hours, unless a product page says otherwise.
- Cut-off time: Orders placed after business hours begin processing the next day.
- Backorders: If an item is not available to ship as expected, we will notify you promptly with an estimated availability date. You may wait for the item or cancel for a refund of amounts you have paid for that item.
5. Estimated delivery time
Transit time is estimated at 5 to 10 business days after the order ships. The total estimated time from order placement to delivery is about 7 to 12 business days, including 48-hour processing, unless we tell you otherwise for a specific machine or destination.
These are estimates, not guarantees. Weather, carrier capacity, site access, and appointment scheduling can add time, especially on LTL freight.
6. How heavy equipment ships
Stump grinders, wood chippers, log splitters, and other heavy machines typically ship by LTL freight, not as a small parcel left at the door. Smaller parts or accessories, when offered, may ship by parcel carrier.
- Freight carriers: national LTL freight carriers
- Parcel carriers: major parcel carriers such as UPS and FedEx
Freight deliveries often require an appointment and a person on site to receive the shipment. You are responsible for having adequate access, equipment, or labor to unload unless we have confirmed a different arrangement in writing (for example, a liftgate request). Additional accessorial services may be billed if they are required at delivery and were not arranged in advance.
When your order ships, we will send tracking or carrier information by email. If you need help reading a freight tracking update, contact us.
7. Inspect the shipment on delivery
This matters for freight. Before the driver leaves:
- Count pieces against the bill of lading or delivery receipt.
- Walk around the crate or machine and look for fresh damage, missing parts, or wet or crushed packaging.
- Note any damage, shortage, or exception on the bill of lading or delivery receipt before you sign. A clear signature with no notes makes a freight claim much harder.
- Take photos of the trailer, packaging, labels, and the equipment if anything looks off. Keep copies of the signed delivery documents.
If the shipment is damaged, contact us within 48 hours of delivery at support@lotlinetools.com or (214) 463-2996. Include your order number, photos, and a copy or photo of the noted bill of lading. Damaged goods that were noted at delivery are eligible for a repair, replacement, or refund as appropriate. Return freight for confirmed in-transit damage is covered by us, not by you.
8. Delayed, lost, or missing items
If delivery runs past the estimated window, or tracking shows delivered and you do not have the shipment, contact us at support@lotlinetools.com or (214) 463-2996. Check the site, receiving staff, and the address on the order first.
If any item is missing from a received shipment, contact us within 48 hours of delivery with your order number and what is missing. We will investigate and, as appropriate, ship the missing item or refund it.
9. Incorrect address
You are responsible for providing a complete, accurate delivery address and any access notes the carrier will need. We are not responsible for freight sent to an incorrect address you provided. If a shipment is returned or must be redelivered because of an address or access problem, additional freight charges may apply.
10. Returns in brief
Change-of-mind returns are accepted within 30 days of delivery if the product is unused and in its original condition and packaging. A 15% restocking fee applies, and you are responsible for return freight on change-of-mind returns of heavy equipment. No restocking fee applies to defective, damaged (properly noted), or incorrect items, and we cover that return freight. Refunds are processed within 7 days of receiving the return. If a return is authorized, ship it to the address given in the return authorization, not to our mailing address. See our Return & Refund Policy for the full rules.
11. Contact
Lotline Tools
Email: support@lotlinetools.com
Phone: (214) 463-2996
Mailing address: 655 W Illinois Ave, Ste 716 #2134, Dallas, TX 75224
Hours: 7am to 9pm Central Time, 7 days a week
Website: lotlinetools.com
We aim to respond within 24 hours.