Frequently Asked Questions (FAQ)

ORDER FACTS

WHEN WILL I RECEIVE MY PACKAGE

Once your order has shipped you will receive 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 was placed 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 the shipment was received in 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

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-authorizationsmay take between 1-15 business days to process/post to your credit card, this time frame is dependent on your bank or financial institution. Atlas Tools & Machinery has no control over these time frames.

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

CASES/SERVICE TICKETS

Cases/Service tickets are opened for customer inquiries, concerns and order issues
We do our best to get back to customers as quickly as possible
During times of increased order volume, it may take longer than usual to respond to your request, your patience is appreciated during these times. Please note, sending several emails will not expedite the process