Here you will find the answers to many of our most frequently asked questions about purchasing, shipping, returns and other SJF policies. If you cannot find an answer to your question on this page, you can call us at 320.485.4974 (direct sales line), 1.800.598.5532 (toll-free) or click to .
SJF Material Handling Online Helpdesk
Table of Contents
Online Ordering Information
Q I'd like to place an order online.
A Go ahead! It's fast and easy to place an order online; here's how. Find the product page of the item you'd like to order and click the orange button next to the product that reads "Add" to add the item to your 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 online from SJF.com, please click the button to create a new account and follow the directions provided.
Q I'd like to order something, but I'm worried about submitting payment information online.
A 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. If, however, you are still not comfortable putting your payment information online, we have several additional ways to place an order.
- When you get to the payment part of the online order process, you will be presented with a phone 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.
- Simply fill out your company's purchase order form and fax it to sales at 1.320.485.2832. Our in-house sales staff will take it from there.
- Send an email to our sales department at . They'll be more than happy to fax, email or mail you a sales order.
- You can also call us toll free at 1.800.598.5532 and speak with a sales representative who will assist you over the phone.
Q I'd like to get a freight quote.
A Because of the nature of the equipment we sell, it is not practical to provide freight costs for online orders at the time they are placed. The majority of our products must be shipped via an LTL (Less Than truckLoad) Carrier. For more information, see: Freight FAQ below. We have custom-built our online order system specifically to address this type of equipment.
When you place your order online, we'll send you an email with the freight cost and ship date of the item(s) you ordered. Also included in this email 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, please call us at 1.800.598.5532 during business hours.
Q I'm trying to place an order but I don't understand the 'profiles'.
A 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'.
Q I'd like to track my online order.
A Please click here to access your account. You'll need the email 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.
Q I've placed an online order but forgotten my password or user name.
A Not a problem! If you've forgotten your password, our system can email it to you if you visit the "My Account" page. You can also call 1.800.598.5532 or and we can provide you with your login information.
Q I've placed an online order but need to change something.
A This is not currently possible with our online system, however we have systems in place to allow this. 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 us at 1.800.598.5532 or .
Q I've placed an online order but haven't received any freight information yet.
A Your freight information will usually be sent out within 6 hours of your order submission during normal business hours. Orders submitted on Friday after 3:00 pm 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 1.800.598.5532 or .
Q I'd like to use a purchase order on open account.
A 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 Acrobat to view this file) or call us at 1.800.598.5532 and request a credit application.
Q Will I be charged Sales Tax?
A 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 (MN, WY). These taxes will usually be applied to an order when it is placed, however in the event your order is shipping to these states, please refer to the links listed below for the adjusted rates. with any questions you have pertaining to local sales tax. In addition, SJF is required to tax freight in Minnesota.
Minnesota Local Sales Tax Adjustment - Click Here
Q I'm not in the US - Can you ship to me?
A SJF cannot ship to addresses outside of the United States, however we can ship to any US border. You will be responsible for any international brokerages and the costs involved with getting equipment outside of the U.S.
Online Ordering Incentives
Q What are cash credits?
A 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.
Q How do quantity discounts work?
A On certain items in our store, you will see a "Discounts" tab 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 bulk and it does not have quantity discounts associated with it, please about it. We'll be glad to review the item and let you know if any quantity discounts are available for that particular item.
Returns & Exchanges
Q What is SJF's Return Policy?
A SJF is aware that certain 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 15% restocking charge on returns for new items purchased online from our eStore provided that the item has not been used or damaged. Certain custom-made or specialty orders may require additional charges. If the item arrived damaged, please see information on damaged items discussed below.
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 pre-approved and 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. Shipping and handling are the responsibility of the buyer and freight arrangements for all returned items should be prepaid unless otherwise specified and approved by SJF. All freight charges incurred are the responsibility of the buyer unless pre-approved by SJF.
For used items purchased over the phone or in person, or for other questions regarding returns, please call 1.800.532.5532.
Q My order arrived damaged.
A 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 email them to before calling. Be sure to include a description of the problem and a way to contact you in your email.
Q My order has arrived, but seems to be missing parts.
A Please see the above information on damaged parts. The same policies apply to missing parts. 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 in touch with the vendor and have them ship out your missing parts immediately.
Q I've ordered the wrong sizes/quantities/models.
A It is very important that you check your email 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 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.
SJF typically ships 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. *Please see definitions below.
At the time an order is placed, you will choose from the following two freight options:
- Have SJF arrange the freight (prepay and add)
- Specify your own carrier (freight collect)
SJF recommends all orders be shipped
"Freight Collect" by the carrier of your choice.
This is the easiest/least expensive freight option for the buyer & seller.
If you have any questions about freight, please call us and we'll help you figure out the best option. 1.800.598.5532.
Q Your tracking system says my online order has shipped already and I'd like to track it.
A Please call 1.800.598.5532 or and we will provide you with the information you will need to track your order.
Q Limited Access/Residential/Inside/Military Deliveries
A Whenever possible, we will ship your items by Parcel Carrier (UPS, FedEx, etc.), however with much of our equipment this is simply 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 additional delivery fees. Inside delivery and deliveries that require a liftgate truck will also result in additional charges. These charges are non-negotiable and will be added even if you do not specify your address as limited access at the time you place the order. If you have questions about whether your address qualifies as limited access, please either call us or describe the location in the order notes and we'll be in touch if we have questions.
Less-Than-Truckload (LTL) shipping is the transportation of relatively small freight not small enough for a parcel carrier. The main advantage to using an LTL carrier is that a shipment may be delivered at a very small percentage of the cost if it had to be sent on a dedicated truck by itself.
FOB (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:
- The responsibility and basis for payment of freight charges, and
- 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.
Other Pertinent Information
Q I'd like to cancel my online order.
A If the order has not yet been approved, you can check your email and use the link we provide 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 1.800.598.5532 or .
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.
Q I am having problems getting in touch with anyone at SJF.
A If you are having problems with the online store, please call us at 1.800.598.5532 or 1.320.485.2824.
All of our company contact information is listed on our contact page and our business hours are Monday - Friday from 7:00 am to 5:00 pm.
Q I'd like to submit a comment to the owners.
A Sure. Send an email to .