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| | Frequently Asked Questions | | |  | | | You may contact a customer service representative Monday through Friday 7:30 AM to 4:00 PM Pacific Time (excluding holidays).
- Customer and Technical Support: (800) 895-4916
- Direct line and International Customers: (805) 644-4316
- Toll-free Fax: (800) 895-4917
- International Fax: (805) 644-5362
- Mailing Address: 4848 Colt Street Suite 11, Ventura, CA 93003-7732
- Email Address:
When will my order be processed and shipped?
All in stock orders received by 2pm Pacific Time will be shipped the same business day (Monday through Friday excluding holidays). In stock orders received after 2pm will be processed the next business day (excluding weekends and holidays).
Can I place my order over the telephone?
Yes. In the U.S. our toll-free sales line is (800) 895-4916. Outside of the U.S. please call (805) 644-4316.
You may also place your order by fax at (800) 895-4917 or (805) 644-5362.
When do you charge my credit card?
Within 48 hours of your order leaving our warehouse. Ladder orders and special orders are billed immediately (you will be notified if your order is considered a special order).
Will you special order a product not advertised on your site?
Yes. Our manufacturers have literally thousands of products not yet available for purchase on our site. Just call us at (800) 895-4916 or send us an email at
What if I want to return a product purchased?
Unused products may be returned within 30 days of purchase for a refund, minus shipping and handling. All boxes, packaging materials, and accessories must be in new, re-sellable condition or a fee equal to the cost of the damaged and/or missing item(s) will be deducted from the refunded amount. Be sure to ship any returned item in a box other than the display box of the item. Used or damaged equipment may not be returned. No credit will be issued for damaged or missing items not reported within 24 hours of receipt of shipment.
If returning a product, please include a detailed explanation regarding the reason for return. In addition, clearly mark the outside of the shipping container with RA#xxxxxx (where "x" is your invoice number). Returns may be sent to the address found on your invoice. After 30 days, a 20% restocking fee applies. Credits may take up to 30 days to process.
**Ladders, software, books/educational products, special ordered products and reports may not be returned after purchase.
What if I have a defective product?
Defective products may be returned within 30 days of purchase for a refund (minus shipping and handling) or exchange for a new unit. After 30 days most items must be returned to the manufacturer for repair. Please contact us with any questions.
Please note that defective merchandise MUST be returned before a refund can be issued or replacement item shipped.
RAE Systems Special Order Shipping & Returns
All sales are final. Returns will not be accepted after 30 days from the date the order is shipped from RAE Systems. No returns will be accepted without a RAE Systems issued NSRMA# (Non-Service Return Material Authorization). Your credit card will be assessed a restocking fee of 25% of your order, plus shipping charges to return any orders (this includes duplicate orders).
Unless otherwise agreed to in writing by RAE Systems, shipment shall be F.O.B. RAE Systems' location and the manner of shipment shall be any commercially reasonable option determined at RAE Systems' option. Buyer shall be responsible for all shipping charges. RAE Systems reserves the right to ship Products freight collect and to select the means of transportation and routing. Unless otherwise advised, RAE Systems will insure to full value of the Product or declare full value to the transportation company at the time of delivery and all such freight; provided that such insurance costs shall be for Buyer's account. Any and all taxes levied on or with respect to Products after delivery to the F.O.B. point, including without limitation taxes levied on or assessed to RAE Systems by reason of its retention of title, shall be paid by Buyer. In the event RAE Systems, in its sole discretion, chooses to pay such taxes, then Buyer shall reimburse RAE Systems in full upon demand. All Products must be inspected by Buyer upon receipt and claims should be filed with the transportation company when there is evidence of damage, either concealed or external.
What if I find a lower price somewhere else?
In most cases, we can match the price plus give you 10% of the difference. Simply provide the name of the vendor, web address or other contact information via:
- Online: Proceed through check-out and in the Customer Comments box provide the information specified above, and we will contact you within 1 business day.
- By phone: You can reach us toll-free at (800) 895-4916 Monday through Friday 7:30 AM to 4:00 PM Pacific Time, before you place your order.
- By fax: Send your request by fax to (800) 895-4917 or (805) 644-5362
- Email: Please email all price match requests to
DISCLAIMER: If you find a lower price, just let us know and we'll match the price and give you 10% of the difference. Certain restrictions will apply. A $100 minimum order will be required for price match guarantee to apply. Not responsible for typographical, specification or application errors. All price matches subject to verification and available inventory. Please note that we do not price match flashlights.
User assumes all risks for use of product. InspectorTools liability for all products sold is limited to repair, replacement or refund only. 30-day money back refund on all new, unused items except software, books, inspection reports and ladders.
How much will it cost to ship my order?
We are currently offering Free UPS ground shipping on all orders over $100 to deliverable locations within the continental United States (before tax, not including shipping). You are responsible for the shipping should you choose an alternative shipping method (such as Next Day Air, Second Day Air or 3 Day Select) or if you are located outside the continental United States (ie: Alaska, Hawaii, Puerto Rico, US protectorates.)
When shipping within the continental United States, freight and insurance charges are calculated in real-time based on current UPS or FedEx charges, including insurance. Costs are based on weight, dimensions of package, value and location of delivery.
To check rates for various types of delivery service, use your back button and choose the appropriate method. Please note, your credit card will not be billed until after your order has been packaged and prepared for shipping (unless it is a special order or Little Giant Ladder).
There is no freight charge for FedEx Ground Shipping on Little Giant Ladders and accessories. If a freight charge is added to your invoice when you select ground shipping, the charge will be deducted from your invoice total before your credit card is charged.
 | Please note that hazardous materials shipping charges will apply for calibration kits/gases. |
Hazardous Materials Shipping Policy
Please note that confined space kits and calibration gas cylinders are subject to a hazardous materials charge in addition to the standard shipping charge. This rate is $30 for air and $20 for ground. This amount will be added to your invoice before final processing.
Hazardous material/dangerous goods will be shipped in a manner consistent with the United States Department of Transportation (DOT) and the International Air Transportation Association (IATA) regulations to ensure that personnel exposure, accident risk and potential contamination is kept to an absolute minimum.
Hazardous material means a substance or material that the Secretary of Transportation has determined is capable of posing an unreasonable risk to health, safety, and property when transported in commerce, and has designated as hazardous under section 5103 of Federal hazardous materials transportation law (49 U.S.C. 5103). The term includes hazardous substances, hazardous wastes, marine pollutants, elevated temperature materials, materials designated as hazardous in the 172.101 Hazardous Materials Table.
Dangerous goods are articles or substances that are capable of posing significant risk to health, safety or to property when transported by air and which are classified according to Section 3 of the IATA Dangerous Goods Regulations.
Canadian Orders We ship to our Canadian customers via UPS Standard, Expedited or Express. Duty and tax are not included in these prices and are the responsibility of the customer. PLEASE NOTE that UPS imposes an additional brokerage fee for customs clearance on standard shipping orders. This fee varies based on the item(s) being delivered in Canada but can be significant and is also the customer's responsibility.
International Orders / Duties and Taxes Recipients of international orders are responsible for local import duties and taxes, if any. We declare the total value of items purchased (excluding shipping costs) for customs purposes. Please note that we do not calculate or estimate these local charges and that they can be significant in relation to the value of your order.
U.S. Customs and Border Protection and U.S. Brokerage Terms
How long will it take for my order to arrive?
Most orders leave our California, Texas, Utah or Minnesota warehouses within 24 to 48 hours. If your order is delayed, a representative will contact you with an estimated ship date.
Little Giant MXZ ladders are delivered by a trucking company; therefore, they will take additional time to deliver. The trucking company will contact you to set up a delivery date once the ladder is en route.
Please note: A business day does not include Saturdays, Sundays, or holidays. Business days are the service days Monday through Friday, excluding holidays.
Example: You ship a package on Monday that takes normally takes 2 business days to arrive (from shipping zone to shipping zone). You do not count the day you ship as a business day, so your package would arrive on Wednesday, the second business day after the ship date.
Please note that we are not responsible for shipment delays due to events beyond our control (ie: weather delays), or damaged/missing items not reported within 24 hours of receipt of shipment.
Do you accept purchase orders?
Yes. Purchase orders are accepted upon approval of references and a minimum opening order of $500, not including shipping. Please allow 24 - 72 hours for verification. Purchase orders with banking and trade references may be faxed to (800) 895-4917.
Government, state and educational institutions may fax purchase orders with billing and shipping information to (800) 895-4917. Standard terms are Net 30.
Do you accept international orders?
Yes. Please note that payment is required via wire transfer as we do not accept international credit cards. International orders have a $500 USD minimum purchase (not including shipping). For details, call (805) 644-4316 or send an email to
Please note that we do not export our infrared cameras.
Do you offer volume discounts?
Yes. On certain products additional discounts are available. Please call (800) 895-4916 or email for pricing.
**All prices and specifications are subject to change without notice.
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