Welcome to the SJF.com Estore F.A.Q.

Here you will find the answers to many of our most frequently asked questions about online purchasing, shipping, returns, and other policies. If you cannot find an answer to your question on this page, you can call us at 1-800-598-5532 or email support@sjf.com.

Here are the top five questions we're asked on a daily basis.

• How can I get a freight quote?
• How can I track my order?
• How can I get my SJF.com password?
• How can I purchase on credit?
• What is your return policy?

Please read through this document. It contains the answers to many frequently asked questions.

We look forward to your business.
-SJF Support

I'd like to place an order on-line.

Go Ahead! It's fast and easy to place an order on-line; here's how. Find the product page of the item you'd like to order and click the orange button that reads "Add to shopping cart." At the next screen, you'll be looking at your shopping cart with all of the items you have added. From this point, you can either keep shopping, or checkout by clicking on the appropriate button.

When you decide that you're done shopping and have clicked the "Checkout" button, you'll be taken to our 100% secure server. If this is your first time ordering on-line from us, please click the button to create a new account and follow the directions provided.

I'd like to order something, but I'm worried about submitting it online.

At SJF, we are very committed to your privacy and information security. We take many precautions about securing your data and you need not worry about your information being used or stolen from placing an online order at SJF.com. We are aware, however, that you may still not be comfortable submitting your payment information online. For that reason, we have many ways to place an order with SJF.

1: When you get to the payment section of the online order process, you will be presented with a number where you can call in your payment information. The person who takes your information will instruct you on what to put in its place.

2: Simply fill out your company's purchase order form and fax it to sales at 1-320-485-2832.

3: Send an email to our sales department at support@sjf.com. They'll be more than happy to fax, email or mail you a sales order.

4: You can also call us toll free at 1-800-598-5532 and speak with a sales representative.

I'd like to get a freight quote.

Because of the nature of the equipment we sell, it is not practical to provide freight costs for on-line orders at the time they are placed. The majority of our products must be shipped via an LTL (Less Than truckLoad) Carrier.[see: Freight FAQ below] We have custom built our on-line order system specifically to address this type of equipment.

When you place your order on-line, we'll send you an e-mail with the freight cost and ship date of the item(s) you ordered. Also included in this e-mail is a link to either immediately approve or cancel the order, no questions asked. Unless you immediately approve it, your order will remain in a pending state for two days so you have a chance to review the final order totals. After this two day pending period, your order will automatically move into our system for production.

If you'd still like a freight quote, you will need to call us at 1-800-598-5532 during normal business hours.

I'm trying to place an order but I don't understand the 'profiles'.

A profile is a way to store multiple payment or delivery options on our system. The easiest way to explain this is through a short example.

example: John owns a company with two locations. The main office is in Florida and they also have a warehouse in Oregon. John would like to buy a new pallet jack and have it shipped to the Oregon warehouse. He can create a profile named 'Oregon Warehouse' and have the shipping information for the Oregon location saved in this profile. In the same manner, he can also create a 'Florida Main Office' profile to use if he would like to ship something to the Florida location.

You can name the profiles whatever you feel necessary and you can have as many profiles as you wish. This also applies to the payment information so if you have multiple credit cards or wish to use a PO you can create more than one 'billing profile'.

I'd like to track my on-line order.

Go to https://estore.sjf.com/sjf.nsf/frmLogin?OpenForm&cnt=MyAccount
You'll need the e-mail address and password you used when placing the order. On your account page, you will also find a history of all other orders you have placed in the past.

I've placed an on-line order but forgotten my password or user name.

Not a problem. If you've only forgotten your password, our system can e-mail it to you if you visit the from the "My Account" page. You can also call or e-mail e-Team support at 1-800-598-5532 and we can provide you with your login information.

I've placed an on-line order but need to change something.

This is not currently possible with our system. If you have not yet approved your order, simply cancel it and replace it with the correct material. If you need to change any information in an order that is in production, please call or e-mail e-Team support at 1-800-598-5532.

I've placed an on-line order but haven't received any freight information yet.

Your freight information will usually be sent out within 6 hours of you submitting the order during normal business hours. Orders submitted on Friday after 3:00 will usually not receive freight information until Monday morning. If it has been more than 48 business hours since you submitted your order and you have still not received your freight information, please call or e-mail e-Team support at 1-800-598-5532.

I'd like to use a purchase order on open account.

You can use a PO number for payment as long as you have set up Net 10 credit terms with us. For a credit application, please download and fax in our .PDF credit form (You will need Adobe Acrobet to view this file.) or call us at 1-800-598-5532 and request a Credit Application.

Will I be charged Sales Tax?

Customer will be responsible for all applicable sales tax, including but not limited to state, county, and local taxes. SJF charges sales tax to customers who are located in the same states in which we have employees or a nexus in the state (CA, FL, IL, IN, MN, WA). These taxes will usually be applied to an order when it is placed, however in the event your order is shipping to Minnesota, Florida, or California, please refer to the table or links listed below for the adjusted rates. Email us with any questions you may have pertaining to local sales tax.

MN Local Sales Tax Adjustment

California Local Sales Tax Adjustment - Click Here

Florida Local Sales Tax Adjustment - Click Here (.pdf file)

Washington Local Tax Adjustment - Click Here (.pdf file - second page contains local tax rates)

What are cash credits?

Whether your purchase is for $500 or $50,000 we have several ways for you to save money at SJF.com. When you purchase goods online at SJF.com you automatically earn cash credits on every order above $500. These cash credits are automatically added to your online account upon shipment of your order and can be redeemed for up to 50% of your next online equipment purchase within a 30 day period. These credits are not redeemable for sale items, freight, taxes, or other non-goods purchases.You can review your earned credits at any time by visiting the My Account page and logging into your account.

How do quantity discounts work?

On certain items in our store, you will see a "Discounts" button that displays the different quantities of the item you would need to purchase to get a price break. Quantity discounts are automatically calculated when you add multiple items to your cart. Although, this feature is not available on all items, if you see an item you would like to purchase in quantity and it does not have quantity discounts associated with it please ask us about it. We'll be glad to review the item and let you know if any quantity discounts are available for that particular item.

What is SJF's Return Policy

SJF is aware that a number of circumstances exist that may require materials to be returned. Because each situation is unique, a review of every return request will be completed by a qualified SJF employee. Please call us toll free at 1-800-598-5532 to discuss any returns. The following is a general outline of our return policy.

There will be a minimum 25% restock charge for any type of return, and a 50% restock charge for any "made to order" conveyor or component. Additionally, there are some products that are not returnable under any circumstances. These would include any custom manufactured items and specialty orders.

Items returned after 15 days will not be accepted unless an extended warranty has been purchased and the materials have been determined by SJF to be defective.

All returns must be accompanied by a Returned Goods Approval (RGA) form. The RGA must fully detail the reason for the return request and must also provide a listing of all goods being returned. Once an RGA is approved the goods must be received within 15 days or the authorization to return said goods becomes invalid. Freight arrangements for all returned items should be prepaid unless otherwise specified and approved by SJF and all freight charges incurred are the responsibility of the buyer unless pre-approved by SJF.

Please call us toll free at 1-800-598-5532 with any other questions regarding returns.

My order arrived damaged.

If your order was shipped to you freight collect, please refuse the order and file a freight claim with the freight company.

If you had SJF specify your freight options, please be sure to make detailed notes on the receiving record that the freight arrived damaged and call us as soon as possible. The signed delivery receipt represents your acceptance of the complete order in good order. If you fail to specify that your order arrived damaged or missing pieces on the receiving record, there is very little we can do to help you file a freight claim. In addition, you will be responsible for any concealed (internal) damages if not reported to SJF within 24 hours of delivery.

If it is at all possible, we ask that you take photos of the damaged item(s) and e-mail them to e-Team support before calling. Be sure to include a description of the problem and a way to contact you in your e-mail.

My order has arrived, but seems to be missing parts.

Please see above. If you do not mark that your order is missing pieces on the receiving record, there is very little we can do to help you file a freight claim. However, if the parts missing were concealed (eg. nuts, bolts or clips in a box or bag) please call us immediately at 1-800-598-5532 and we'll get ahold of the vendor and have them ship out your missing parts immediately.

I've ordered the wrong sizes/quantities/models.

It is vital that you check your e-mail to verify you will be receiving the materials you wanted. We send out several notices to you about the materials you ordered and if at any time you notice any discrepancies it is your responsibility to notify us ASAP. Failure to do so may result in restocking fees and return freight costs.

If your order has not shipped and you realize that you have ordered the wrong size, quantity, or model please call or e-mail e-Team support at 1-800-598-5532 as soon as possible.

If your order has arrived and you realize that you ordered the wrong size, quantity, or model you will be charged a 25% restock fee and be required to pay the freight back to the factory if you wish to return it.

Please see our return policy above.

Freight FAQ

We typically ship material FOB [SJF or Manufacturer] via LTL Truck Lines.
If for any reason this is not possible or there is a more reasonable way to ship
your equipment, we will be in contact with you. *

At the time the order is placed, you will need to choose from the following:

1: Have SJF arrange the freight

-OR-

2: Specify your own carrier

If you have any questions about freight, please call us and we'll help you figure out the best option. 1-800-598-5532.

Your tracking system says my on-line order has shipped already and I'd like to track it.

Please call or e-mail e-Team support at 1-800-598-5532 and we will provide you with the information you will need to track your order.

Limited Access / Residential / Inside / Military Deliveries

Whenever possible, we will ship your items by UPS, however with much of our equipment this is not possible. If you have a preferred carrier, you can provide us with their name and we will ship your order with them freight collect. If you choose this option, your carrier will bill you directly for the freight costs according to their terms of service.

On all pre-pay and add shipments to non-business addresses or limited access locations, defined as private residences, apartments, dormitories, estates, farms, ranches, rectories, parsonages, military addresses, schools, construction sites, mine sites, prisons, or other locations where the entire premises on which a dwelling for living is located and/or is not open to the walk-in public during normal business hours and/or does not have a loading dock will result in an additional $70 delivery fee. Inside delivery and deliveries that require a liftgate truck will result in additional charges. This charge is non-negotiable and will be added even if you do not specify your address as limited access at the time you place the order.

* Definitions:

FOB or [Free On Board], is a term that indicates that the price for goods includes delivery at the seller's expense to a specified point and no further. The FOB term is used with a location to determine 1: the responsibility and basis for payment of freight charges, and 2: the point at which title for the shipment passes from seller to buyer.

The FOB location terms, origin and destination, may also be qualified by modifiers. The modifier determines the payment of the transportation charges. Modifiers denote nothing about the title of the goods or filing of claims. The modifiers we use are 'Collect' and 'Pre-Pay and Add'. If a shipment is transported Freight Collect, the carrier of your choice will collect the transportation charges directly from you upon delivery. If a shipment is transported Pre-pay and add, the freight charges will be paid by the seller (us). We will add a 15% handling charge and put it on your invoice for reimbursement.

I'd like to cancel my on-line order.

If it has not yet been approved, you can check your e-mail and use the link we provide you with to cancel your order. Please note, you may have to copy (ctrl +c) and paste (ctrl + v) the entire link into your web browser address bar for it to work.

If your order has been approved and not yet shipped, please call or e-mail e-Team support at 1-800-598-5532.

If your order has already been shipped, you cannot cancel the order and will be required to pay a 25% restock fee as well as the freight charges back to the factory. Please see our return policy above.

I am having problems getting a salesperson to respond to me.

If you are having problems with the on-line store, please call us at 1-800-598-5532 or 1-320-485-2824.

Also, be sure to check our contact page. Some of our representatives have cell phones or alternate phone numbers.

I'd like to submit a comment to the owners.

Sure. Send an e-mail to ssterner@sjf.com.