DR® Power Equipment - DR® Power Equipment - Customer Service

CUSTOMER SERVICE

Ordering Overview

This page contains answers on how to place an order as well as links to common ordering questions.

If you cannot find the information that you need on these pages, please contact our Customer Service department.

Ordering Options

Online orders: You may place an order online using our secure checkout, or you may also use our live online chat feature to speak with one of our Representatives during our business hours.

Phone orders: If you would like to place your order by phone, please call us TOLL-FREE at 1-800-687-6575.

Fax orders: If you received product information by mail you may fax your completed Order Form to 1-802-877-1213. Please include a return fax number in case we have questions about your order. Fax orders can be sent 24 hours a day, seven days a week.

Mail orders: If you would like to pay by check or money order, please mail your order to us. Please include a phone number should we need to contact you about your order.
Mail your orders to:
DR® Power Equipment
Post Office Box 25
Vergennes, Vermont 05491 U.S.A.

Factory Store: If you'll be near one of our Factory Stores, you can place or pick up your order. Please see our separate DR® Power Equipment Factory Store page.

International Orders: After placing your International Order online, we will contact you via e-mail with the shipping and handling charges. Should you have questions about making an International Order, please call 1-800-687-6575, or see our separate International Sales & Distributors page. (Payment for International orders must be in U.S. dollars, drawn from a U.S. bank.)

CUSTOMER SERVICE

Order Status

This page contains answers on how to check the status of your order and how to change your order. It also has links to common ordering questions.

If you cannot find the information that you need on these pages, please contact our Customer Service department.

Checking the Status of Your Order

Online Orders: After you place an online order, you'll receive an e-mail that will include your order confirmation number and order total. If you have registered as a DR Member, you may sign into your account and check your order status under the "order history" link. You may also call us TOLL-FREE at 1-800-687-6575 to check the status of your order. Please have your order confirmation number ready when you call.

Phone/Fax/Mail Orders: To check the status of a phone, fax, or mail order, please call us TOLL-FREE at 1-800-687-6575.

International Orders: To check the status of an international order, please call us at 1-802-877-1200 ext. 2040, and ask to speak with someone in our Special Markets Department.

Changing Your Order

Please contact us if you've placed an order and wish to change it.

You can reach on of our representatives via our live online chat during business hours, or you may call TOLL-FREE 1-800-687-6575.

Customers outside of the U.S., please contact our Special Markets Department by calling 1-802-877-1200 ext. 2040.

CUSTOMER SERVICE

Returns / Exchanges

We strive to ensure your total satisfaction with your new DR®. When your receive your order, we recommend you keep the box or pallet your DR was shipped in as well any packing material.

How to Return Merchandise

Under the conditions of our 6-Month Trial, any product purchased directly from DR Power Equipment may be returned within six months (30 days for commercial use) of its ship date. If you are not fully satisfied, simply send it back for an exchange or a full refund of the product's original price (less shipping and handling). Click here for more details.

Please Note: The 6-Month Trial is not transferable and does not cover items that have been modified or damaged by abuse, usage not in accordance with product instructions, improper care, or improper maintenance.

To return or exchange an item, please follow the instructions on the back of the packing slip, or you may download the instructions below. For special assistance with DR Power Products and large items, contact our Customer Service department. All products require a Return Authorization from DR® Power Equipment which can be issued via Live Chat, Email or Phone.

Return Instructions

Replacement Parts:
If for any reason (with the exceptions of shipping damage and failures in materials or workmanship) a part needs to be returned or exchanged, it must be done within 30 days and the part must be in its original condition. All parts should be returned in original or equivalent packaging. DR Power Equipment recommends that parts be returned using a traceable service, such as UPS, as no refund will be issued until the part has been received by DR Power Equipment. Any refund will not include shipping. No COD returns will be accepted. The 6-Month Trial does not apply to parts.

Return Packaging

All products must be returned in original or equivalent packaging. DR Power Equipment will not assume responsibility for improperly packaged returns.

Federal Law requires that all machines that utilize gasoline, oil, or other flammable liquids must be drained prior to shipment.

Gas caps and oil plugs must be left off for 24 hours prior to shipping. Please note: liability for this violation of this law resides with the sender of the shipment.

Securely repackage the item(s) (which must be in reasonable condition), fill out the Return Form sent with your order, and send it back to us with the item(s) that you wish to return by the most convenient shipping method. We recommend you send your package back by a trackable service, such as UPS or insured Parcel Post.

SHIPPING TIPS:

If package material was not saved, use newspaper to help protect the machine in shipment.
If your DR arrived on a pallet, the product needs to be on the footprint of the pallet, strapped down with cord or strapping material, and the item must be covered either with cardboard or plastic.
Remove any address labels that has your address, and please affix the label that is found on the lower right hand corner of the return form to your return package.

Exchanges

Follow the return packaging instructions on the back of your packing slip. When obtaining a return authorization, tell us which item(s) you wish to order in exchange for the product(s) you are returning.

For fastest exchange, call and purchase your new item. Your account will be credited once your return shipment is received at DR Power Equipment.