Shipping Policies

Shipping Policy

Last Updated: October 25, 2025

At Cigar City Softwash Supply, we are committed to delivering not only high-quality equipment and chemicals, but also a smooth, transparent, and reliable ownership experience. Our goal is to make the shipping process cost-effective and dependable—ensuring your products arrive safely and on time.

We do not profit from shipping. In most cases, we absorb a portion of the freight costs to keep shipping affordable while maintaining safe handling and proper delivery standards.

Whenever possible, we strongly encourage customers to pick up their orders in person from our facility. This allows you to:

  1. Meet our team
  2. Inspect your equipment before taking it home
  3. See systems in operation and receive hands-on guidance

This is especially valuable for trailer packages and large softwash or pressure-washing systems, ensuring everything meets your expectations before leaving our facility.

UPS Ground Shipping (Small Packages)

Flat-rate UPS Ground shipping applies to small parts, accessories, and chemical orders that meet standard UPS size and weight limits within the continental USA:

  • Orders $149 or less – Actual Shipping Cost
  • Orders over $149 – Free shipping

This applies only to UPS-eligible packages. Oversized, heavy, or hazardous materials may require freight shipping.

Freight Shipping (Large Equipment & Palletized Orders)

Freight shipping applies to all large equipment including softwash systems, pressure washer units, skid assemblies, and palletized chemical orders.

Once your order is ready, we will select a trusted freight carrier and email you the Bill of Lading and tracking information. When your shipment arrives at your local terminal, the carrier will contact you to arrange a delivery appointment.

Flat-Rate Freight Options (Per Unit)

Local Freight Terminal - Free!

  • Local freight terminal closest to your location. 
  • Copy of Drivers license is required prior to shipment. 

Residential Delivery with Liftgate Service – $499

  • Delivered curbside; liftgate lowers pallet to the ground.
  • Carriers cannot move freight indoors, into garages, or to backyards.
  • Higher rate due to routing and handling requirements.
  • Copy of Drivers license is required prior to shipment. 

Important Notes:

  • Customers are responsible for ensuring safe access for delivery.
  • Freight carriers do not provide forklifts or interior delivery.
  • Batteries are not included with freight shipments due to transport regulations.
  • If you miss your delivery appointment, a $99 fee will be charged by the carrier. 

Trailer Package Delivery

Whenever possible, we highly recommend in-person pickup for trailer packages.

For customers within our regional delivery radius, Cigar City Softwash Supply offers Direct Trailer Delivery at:

$2 per mile (one-way) from our facility

This premium service includes:

  • Door-to-door delivery of your fully assembled trailer
  • On-site walkthrough of system components and connection points
  • Startup, maintenance overview, and basic operation training
  • Full system inspection and performance verification before transfer

Our team will confirm mileage, delivery date, and any preparation required prior to dispatch.

Delivery Inspection & Damage Claims

All shipments are tested, documented, and securely packaged before leaving our facility. Once an order is in the hands of the freight carrier, responsibility for safe transit shifts to them. It is essential that you thoroughly inspect your shipment at the time of delivery.

Upon Delivery:

  • Inspect all packaging before signing the delivery receipt.
  • Look for crushed corners, punctures, tears, broken bands, or any signs of damage.
  • If any damage is visible, clearly write “DAMAGED” on the delivery receipt before signing.
  • Take clear, time-stamped photos of the packaging and equipment.
  • If damage appears significant, refuse the shipment.
  • Keep all packaging materials until your claim is resolved.

Important Notice

The customer is solely responsible for inspecting shipments before acceptance.


Once a shipment is signed for without notation of damage, Cigar City Softwash Supply and the freight carrier are released from all liability related to shipping damage.

If you accept a shipment with damage without noting it or refusing it, you are responsible for repair or return shipping costs. 

 

Reporting a Damage Claim

If damage is discovered for a UPS shipment contact us within 24 hours of delivery:

Email: info@cigarcitysoftwash.com
Phone: 813-686-7638

Include:

  • Order number
  • Delivery date
  • Freight carrier name
  • Photos or videos of the damage

Claims submitted after 24 hours or without required documentation cannot be accepted. Replacement parts after that time will need to be purchased.

Delayed or Refused Deliveries

Once your order is completed and scheduled for shipment, it must be accepted in a timely manner. We cannot store completed orders for more than five (5) business days after they are ready to ship.

If a customer delays, refuses, or is unavailable to receive delivery:

  • Freight carrier and/or warehouse storage fees may apply
  • Redelivery or reconsignment fees may be charged
  • Shipping rates may be adjusted based on current freight pricing
  • If delivery cannot be completed after repeated attempts, we reserve the right to return the item to inventory; a restocking fee may apply per our return policy

Questions or Shipping Assistance

For quotes, scheduling, or shipping support, contact us anytime:

Email: info@cigarcitysoftwash.com
Phone: 813-686-7638