1. Overview
PHS Lift sells industrial material handling equipment. Because these units are heavy, freight-shipped, and configured per order, our return policy is structured around two scenarios: order cancellations (before delivery) and damage or defects on arrival (within 5 business days of delivery).
All sales are final upon delivery outside of the scenarios outlined below.
2. Order Cancellations
- Within 48 hours of order confirmation: cancellations accepted without penalty.
- After 48 hours but before shipment: cancellations may incur a 20% restocking fee, calculated on the order's dealer net price.
- After shipment: orders cannot be cancelled. The damage-on-arrival process below is the only available remedy.
- Custom configurations and direct container orders: non-cancellable from the moment of order confirmation. These units are built or sourced to your specifications and cannot be resold as standard inventory.
3. Damage on Arrival
Equipment that arrives visibly damaged or defective must be reported to PHS Lift within 5 business days of delivery. To protect your claim, follow these steps the moment your delivery arrives:
- Inspect the equipment before signing. Walk around the freight, check for crushed packaging, dented frames, or missing parts.
- Note any damage on the Bill of Lading (BOL). Write the specific damage observed (e.g., "front fork bent, side panel cracked"). Sign and date your notation.
- Do not sign "clean" if damage is visible. Signing without noting damage waives the carrier's liability.
- Take at least 5 photos of: (a) the damaged equipment from multiple angles, (b) the signed BOL with your notes, (c) the truck or freight container if possible.
- Submit your claim to PHS Lift via our online damage form (linked below) within 5 business days. We handle the carrier-side claims process on your behalf.
You do not contact the carrier or manufacturer directly. PHS Lift coordinates the entire claim. Going around us slows the process and may invalidate your claim.
Once your claim is approved, PHS Lift will arrange replacement, repair, or full credit at our discretion based on the damage.
4. Defective Equipment
If your equipment arrives intact but does not function as specified, this falls under warranty coverage, not the return policy. See our warranty policy for the process. The same 5-business-day inspection window applies for reporting initial-condition defects (e.g., a unit that powers on but won't lift on first use).
5. Non-Returnable Items
The following are not eligible for return or credit:
- Custom-configured equipment (specials, non-standard options)
- Direct container shipments
- Units that have been put into service (any equipment showing more than 2 hours of operation on the hour meter)
- Equipment damaged by use, modification, or improper operation after delivery
- Consumable parts, batteries, and tires once installed
6. How to Request a Claim
To start a claim or cancellation request, use our online claim form. The form ensures we capture all the information required to process your claim quickly and avoids back-and-forth emails:
- Order cancellation: email [email protected] with your order number and reason. We confirm within one business day.
- Damage on arrival: freight damage claim form (online — required for all damage claims).
- Defective on first use: warranty claim form.
7. Contact
Questions about a specific order or claim?
📧 [email protected]
📞 (800) 404-2311
📍 San Francisco, CA
Hours: Monday–Friday, 8:00 AM – 5:00 PM Central Time.