Frequently Asked Questions (FAQ)

HOW IS ATLAS OPERATING DURING COVID-19

Our showroom is currently closed to the public. We are able to accommodate customers through our contactless pick-up window as well as through our online store.

HOW TO ORDER

There are 3 ways to order

1- PHONE IN YOUR ORDER FOR SIDE DOOR PICK UP

When calling in to place a phone order with our very knowledgeable sales staff, please have the product numbers you are interested in ordering ready. This way our sales team can know what exactly you are looking for to avoid any potential errors of purchasing the wrong goods and we can check current stock levels for you right away. We are currently not accepting returns for both security/safety for you, the customer, and our staff. SKU numbers can be found by visiting our website.

Once you place an order over the phone we will either call you or send you an email notifying you that your order is ready to be picked up. Depending on the volume and time of day, processing an order can take anywhere from 5 minutes to five hours. It is best for you to place your order as soon as possible, strengthening the chances your order will be ready sooner rather than later.

PAYMENT

Our terminals are NOT open to the general public. Payment is made over the phone - the credit card paying and matching ID used for the order must be present for the order to be released to the purchaser.

We also accept E-TRANSFERS. If you pay with e-transfer ANY AUTHORIZED INDIVIDUAL can pick up your order.

2- PLACE AN ORDER ONLINE FOR SIDE DOOR PICK UP

Atlas-machinery.com also has an IN-STORE pick-up option that can be selected upon check-out. Once you place the order you get an ORDER NUMBER. To pick up an order you will need your ORDER NUMBER, CREDIT CARD, AND MATCHING ID handy, and ready to be presented to our staff.

Once you place an order online, your order is ACCEPTED, BUT NOT READY. You will then receive an email confirmation noting PENDING, this means we are preparing your order. Our sales team will call you if there are any issues with your order, there is no need to reach out to us during this stage, please do not call during this time, this will not speed the process up. When your order is ready for pick up you will receive another email noting AWAITING PICK UP. Once you get that email, you are welcome to come to the pick-up window!! 

3 - PLACE AN ORDER ONLINE FOR SHIPPING 

Regular online shopping is still available. Shipping is currently processing between 1-5 business days upon receipt. Our Customer Service Department is working as quickly as possible to update customers accordingly. Please email info@atlas-machinery.com ONCE about your order and your ticket will be addressed in a timely manner. Please note by calling the store directly, or sending a second e-mail, this interrupts our ticketing system and impedes us from handling your ticket in a timely manner.

MODIFICATIONS

All modifications take work, no matter how small or big, every order takes time to process. As we are trying to process as many orders as possible for our customers we are not accepting modifications at this time. If you would like to add to your order we suggest placing a new order either online or over the phone for the items you would like to purchase. 

Please note regardless of the type of order, we are working around the clock to push out as many orders as we can, as quickly as possible. Every order is important to us and we are doing our best while being short-staffed.

HOW TO PICK UP

Once your order is ready for pick up you will receive a call or an email. You can then come to the pick-up window with your ID and credit card handy. Please note there may be a line-up and yes, you will have to wait in line for your turn.

WHAT ARE THE PART NUMBERS I NEED

Most of our products are listed online with SKU numbers. These will be helpful when calling the store to have ready for our sales reps. Some products are not listed online, you can discuss those items with our sales staff and work with them directly to try and find the correct product to suit your needs. 

DO YOU EXPEDITE?

At this time we cannot accommodate expedited shipping. Our couriers are also backlogged due to the pandemic, therefore no guarantees or ETA’s will be provided during this time

WHAT IS YOUR SAME DAY CUT OFF TIME?

Same day pick up cut off time is roughly 3 PM.

IS MY ORDER READY?

No! Or yes! If you have received a call or an email saying your order is ready it is! If you have not, please wait patiently at home or in the parking lot until it is ready. 

ORDERS MADE OVER THE WEEKEND

Orders placed from Friday onwards start to get processed Monday at 7 AM. We receive an influx of orders over the weekend, it does take time to sort through them and prepare accordingly. Your patience is appreciated. 

ORDER MINIMUMS

We try to make a minimum of $50 per order

We want to thank our customers for their business and support and appreciate your patience during this stressful time for everyone. We recognize we are an essential service provider and our staff are working hard with increased safety measures to continue to provide our customers with the products they need while doing our best to provide excellent customer service.

ORDER FACTS 

WHEN WILL I RECEIVE MY PACKAGE

  • Once your order has shipped you will get an email noting shipped with tracking information

  • You can then track your order from the couriers website directly, it might take a few days for up-dates to upload from their websites accordingly

  • Multiple packages can get split up in multiple shipments, they might arrive at different times/dates, please check the courier for details before contacting us, for further information

MY PACKAGE ARRIVED MISSING ITEMS

  • Please check your invoice or email to verify if anything is on backorder

  • Please check with the applicable courier website directly if there are multiple shipments - a parcel or two might still be in transit and on the way to you

  • We do tend to ship items inside other items, we suggest carefully opening all packages received to confirm that items are not hiding with other items

MY PACKAGE ARRIVED DAMAGED

  • Don't sign for it!! - simply decline the package and it will be shipped back to us here - please then reach out to info@atlas-machinery.com - for further assistance

ISSUE WITH PRODUCT YOU RECEIVED IN GENERAL (Error in shipment)

  • Please keep all products intact

  • Please keep the waybills/Invoice and box intact 

  • Please email info@atlas-machinery.com - pictures will be requested of the above when needed

WHAT DOES AWAITING PAYMENT MEAN

  • The order has been accepted in our system and you have an order number - this requires no further action from you the customer

WHAT DOES MANUAL VERIFICATION MEAN

  • The order has been accepted in our system and you have an order number - this requires no further action from you the customer

WHAT DOES PENDING MEAN

  • Customer service will be in contact with you about your order via email or by phone. Please do not reach out to customer service until they reach out to you

WHAT DOES AWAITING FULFILLMENT MEAN

  • It is currently processing with our team being processed

  • Orders are shipping in roughly four to seven business days

WHY DOES MY ORDER SAY PARTIALLY SHIPPED

  • If we cannot ship your order out in full we may partially ship it. You will get an email saying partially shipped automatically. Customer service will then email you with a personal email about what was shipped and what is back-ordered, you can then decide to modify the back-ordered products, wait for the backorder to arrive, or receive a refund.

I THINK I WAS DOUBLE CHARGED FOR MY ORDER

  • When an order gets placed online, a pre-authorization gets placed and the funds get held for processing. Once we have captured the funds and taken payment, you may see x2 transactions on your account. One will be the payment, the other would be the initial pre-authorization which can take anywhere from 1-15 business days to retract from your credit card as this is dependent upon your bank.

I DO NOT SEE MY REFUND YET

  • Refunds/pre-auths take anywhere between -1-15 business days to process

CAN I MODIFY MY ORDER?

  • Once an order has been placed it cannot be modified unless customer service reaches out to you regarding your order

I PLACED AN ORDER ONLINE BUT DID NOT RECEIVE AN EMAIL CONFIRMATION

  • All orders receive an email confirmation, your email address was likely typed incorrectly. Please email info@atlas-machinery.com with your first and last name and we can provide you with an order number for reference. If you are sure you typed your address correctly please check your spam/junk folders. Thank you

SERVICE TICKETS

  • Service tickets are opened for customer inquiries, order issues, any customer concern!

  • We try to get back to customers as quickly as possible

  • Due to the increase of orders and limited resources, it will take a few days longer to respond to a question, your patience is appreciated during this time. Please note, sending several emails will not speed this process up.