FAQ
Ordering & Shipping
When will my order ship?
Order before 2 PM Eastern, Monday–Friday, and it ships the same business day. After the cutoff or on weekends, it ships the next business day. Tracking is emailed the moment the label prints.
Which carriers do you use?
UPS by preference, FedEx or USPS where they're the better fit. We don't ship DHL.
Do you ship internationally?
Worldwide. Customs paperwork always shows the true value of your order — we don't mark down declared values, so please don't ask. Duties and import fees are the buyer's responsibility.
What about big, heavy items?
Call or email and we'll arrange freight together: 567-474-5509 / sales@acmemro.com.
My machine is down. Can you get it to me faster?
Call us before the 2 PM cutoff and tell us it's a down-machine order. If it's physically possible to get it moving today, we will — we've driven parts to customers before.
Parts & Conditions
What do your condition grades mean?
Four grades, plain definitions, no fine print:
- NEW — Purchased from a vendor and never opened. Factory-sealed where the factory seals it.
- NEW – OPEN BOX — New and unused, but the box has been opened or the part came through an MRO buyout. Packaging may show shelf wear or be missing; the part itself is new.
- USED — Pulled from a working process or acquired in an MRO buyout. Expect normal marks of service; anything beyond that is photographed and noted on the specific unit.
- FOR PARTS — Not working, incomplete, or condition unknown — sold for repair, board-level parts, or component recovery. What you see in the photos is what ships. No returns for functionality.
If two units of the same part differ, they're listed separately so you can pick your exact unit.
Are the photos the actual item I'll get?
Yes. Every unit is photographed individually, and the photos on the listing are the exact unit that ships. Flaws are photographed, not hidden.
Are your parts tested?
When an individual unit has been through anything beyond visual inspection, it's stated on that unit's own listing. We don't make blanket claims we can't stand behind for every unit on the shelf.
Where do your parts come from?
Working pulls (machines that were producing until the line was retired or upgraded), MRO buyouts (maintenance-shelf clearouts), and new surplus (unused stock that never made it into service). Each unit's listing says which.
Do you have datasheets or manuals?
For many parts, yes — and we're building toward having them on every catalog page. If you need documentation on something specific, ask; we probably have it in the library.
Returns
What's your return policy?
30 days from the day your order is delivered. No RMA numbers, no restocking fees, we pay the return label — and the refund is everything you paid, including the original shipping. Full details: Returns.
How do I start a return?
From your account, or email/call with your order number. Answer one quick multiple-choice question about why, and we'll email a prepaid label — usually the same business day.
Why do you photograph serial numbers?
We photograph every unit's serial as we pack it. It's proof of exactly what shipped — protection for you and for us. The part that comes back has to be the part we sent; that's the whole rule.
Can't find what you need?
The condition or part I need isn't in stock. Now what?
Hit “Source it for me” on the product page, or call us. We'll quote a price and lead time from our sourcing network — and if the honest answer is that someone else has it on the shelf today, we'll tell you that too.
Do you offer local pickup?
Yes — select local pickup at checkout and we'll reach out to arrange a time. We're in Mansfield, Ohio.
Do you sell surplus for other shops? / Will you buy my surplus?
We buy it. Lists, spreadsheets, or a photo of the shelf — send it over: Sell Your Surplus.
Accounts
Why open an account?
Faster checkout.
Are you tax exempt friendly?
Yes — call us at 567-474-5509 and we'll get your exemption certificate set up.