Frequently Asked Questions — Okum Supply Skip to content
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    1. How long will it take to receive my order? It depends on the shipping method you choose at checkout. Orders typically take 1-2 business days to process, which can be added to shipping estimate at checkout.
    2. How do I track my order? Once your order is processed and shipped you will receive a shipping confirmation email with all of your tracking information.
    3. Do you ship internationally? At this time. we do not ship internationally.
    4. I never received my order, what should I do now? Please make sure you are using the correct tracking information, sent from our shipping confirmation email.  Or call us at (513) 942-0942.
    5. When will tax and shipping charges show up on my order? Tax and shipping charges are currently calculated during the checkout process. If you or the organization 
    6. What does the "Call for Custom Rates" shipping option mean, that I am seeing during checkout? Any item that is over the weight limit to ship via UPS or FedEx domestic shipping, will be shipped via LTL shipping.  In order to price things fairly for our customers, we calculate those charges after checkout and send an amendment to your order.  This prevents any over-charging that may occur due to unknown circumstances.  Basically, we use this option to take out the guess work involved in making large deliveries so the process goes as smoothly as possible for both Okum Supply and you, the customer. 



    1. What is your return policy? We accept returns up to 30 days after the delivery date, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. Please refer to our full refund policy here.
    2. Can I exchange an item? We currently do not offer exchanges. See detailed policy here.
    3. How do I return items from my order? To initiate a return, please contact
    4. Do you have a restocking fee? No, if your return is accepted, there are no additional handling or restocking fees.
    5. Are there any products that cannot be returned? If a product is no longer in its original condition and packaging, it is ineligible for return. All consumable and perishable products are non-returnable. All sale items are final sale.
    6. When will I receive my refund? If approved, you’ll be automatically refunded on your original payment method within 10 business days.
    7. What if my order arrives damaged or items are missing? We are not responsible for freight damage. However, we do our best to ensure that all items are packaged for a safe delivery. If you contact us as soon as receiving your order we will work with you to reach a solution so that you are satisfied. Any missing items will be shipped out immediately.



    1. Do you offer local delivery? Free local delivery is available for orders over $150 within a 25 mile radius from our warehouse.  Orders under $150, there is a $50 delivery charge added.  Currently, deliveries are made from 9:00 AM to 5:00 PM on Tuesdays and Thursdays (excluding holidays). We will contact you via text message to notify you on the day of our arrival, using the phone number you provided at checkout. 
    2. Do you offer in store pickup? You can skip the shipping fees with free local pickup at our warehouse in West Chester, Ohio. After placing your order and selecting curbside pickup at checkout, your order will be prepared and ready for pick up within 1 business day. We will send you an email when your order is ready, along with pickup instructions.
      Our in-store pickup hours are 9:00 AM to 5:00 PM on Monday through Friday. Please have your order confirmation email with you when you come.



    1. What payment options do you accept? We accept all major credit cards, cash, and check (with established account). Also available are express checkout options Amazon Pay, shop Pay, G Pay, Apple Pay, and Meta Pay.  Finance options are available through shop Pay.  Equipment financing is available here, through New Lane Finance.
    2. If I finance my order, are shipping costs included? Financing through shopify pay will only cover the cost of your order, not shipping.  However if you choose to finance an equipment purchase through NewLane Finance, you can apply for the total amount of shipping and equipment price.
    3. What are your handling fees? Currently, we do not charge any fees for handling.
    4. What are my options for products that are out of stock or on back order? Contact us directly and we will work with you to place a special order or to find a substitution of equal value.
    5. Do you offer special pricing for bulk orders? Yes, contact us for more information.
    6. Are there other ways to place an order other than through the website? Contact us directly and speak with a team member about our ordering options available.
    7. How do I cancel an order after I have submitted it online? Orders can be cancelled within two hours of placement by contacting our office directly at (513) 964-0942.



    1. What are your hours of operation? We are currently here Monday through Friday from 9:00 AM to 5:00 PM EST. Special hours may apply for holidays.
    2. Do you have any brick & mortar locations where I can shop locally? Currently we have a showroom located in West Chester, Ohio. Orders can be placed in person, during regular business hours.
    3. Do you offer personalized bids or quotes for business to business opportunities? Yes, contact our office directly to speak with a team member, or you can view more information here.
    4. How do I make sure that I am receiving the promotional price for an item online? All prices listed on the website are updates to reflect any current promotions.  From time to time, we will send out discount codes to email subscribers, and these can be input during checkout where you will see the amount taken off the total price. 


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