FAQ
Frequently Asked Questions
We've gathered our most frequently asked questions in one place to assist you in your transactions with Empire Lube Equipment. We want you completely satisfied with your experience, so if you are unable to find an answer to your questions here, please feel free to email, chat, or call us!
Can I create a return label online?
Yes! Please use our Online UPS Return System.
What is the return policy?
Returns must be made within 120 days of the invoice date. All returns must be in re-sellable or like-new condition. Defective parts or parts sent to you in error will be exchanged or refunded in full. Other warranty and exclusions apply.
Important InformationPackage the returned items properly. When shipping merchandise back to us please wrap the items, place in a sturdy box, and secure with tape. Do not leave items loose in the box. Parts that are scratched or damaged during shipment due to inadequate packaging will not be accepted. Include the completed return form with your return. Outline the part number you are sending back, why you are sending it back, and whether you would like a refund or an exchange. If choosing an exchange, please mark the part number you would like to exchange for on the Explanation Line. All returns must be sent pre-paid. We strongly suggest using our online return center to create a prepaid return label. Note: Use of the pre-paid return labels is for your convenience. The cost of return shipping will be deducted from your credit or refund. $7.99 for packages up to 20lbs or $12.99 for packages over 20lbs and/or oversized merchandise. We reserve the right to refuse any exceptions. For defective parts or ones sent in error, return shipping charges will be refunded in full. If not using either the UPS label send all returns to Empire Lube Equipment, Tolland, CT. We cannot accept returns on special ordered or as-is parts.
Do I need an RMA to process a return or do I need to contact customer service first?
Empire Lube Equipment does require RMAs we do recommend you contact us if your return meets one of the following conditions:
The item has been used in any way.
The item is defective or damaged.
The item was sent to you in error.
The item has return or warranty policies.
You are returning a part from outside of the continental United States.
Returning Multiple Items
When returning multiple parts please make sure that they are individually wrapped to protect them against scratches. Use as much of the original packaging as possible. If you are packaging hardware in the same box as the large item, please secure the items in a way to prevent the larger item from being damaged. Do not leave any parts out. If you do your return will not be processed. This is very important when returning a kit of any kind.
How do I know if my credit card was approved?
Empire Lube Equipment will contact you if there is a problem with your credit card. If you do not hear from us it is safe to assume your card was approved. If you have additional questions about your order feel free to email us or call our customer service department at 855-94-(PUMPS).
How can I tell if my order has shipped?
Why didn’t I receive my whole order?
Empire Lube Equipment has multiple shipping facilities; this enables us to have the parts in stock where you need them. However, occasionally this may cause your order to ship in multiple shipments.
When will I receive my order?
For standard ground shipping within the continental US, please allow 7–13 business days for delivery. We do provide express delivery options if you need your parts faster.
For International deliveries requiring customs paperwork may experience a delay for processing. We do not guarantee shipping delivery dates. The following are approximations:
USPS Priority International — 7–14 business days
UPS Express Delivery — 2–4 Business Days
Priority International — Minimum of 14 business days
International UPS — 7–10 days
My order shipped USPS (Post Office), How can I track it?
The United States Post Office does not offer the traditional tracking features that other carriers provide. You may check for delivery confirmation online with your tracking number at www.usps.com. Unfortunately, this service is not available for First Class Mail shipments.
How do I calculate the cost of International Shipping Charges?
The shipping rates are calculated using the weight and dimension of the package. If you would like to know what the shipping charges would be for an order simply place your items in your cart and enter your address and select the carrier service it’s that easy.
Does Empire Lube Equipment Ship to Post office Boxes?
We do not ship to post office boxes at this time. In most cases, many Post Offices will return larger packages to sender because they do not accept or cannot handle larger parcels. In order to provide exceptional service and on time delivery of all items we do not ship to post office box addresses.
I can’t remember my password, what should I do?
Use this link to reset your password: . Simply enter in your email address and we will send you a new temporary password. Reset pass word
Why can’t I log in to my customer account?
Be absolutely sure you have an account online. Use the correct password and login ID, we do not have access to passwords... Just because you have placed an order online or have an account with J&P does not mean you have an account on the website. You must register yourself! First, you give yourself a unique ID and then a password. Write down your password and login ID!! CREATE AN ACCOUNT
How do I checkout once I have built my shopping cart?
You can check out a couple of different ways. You can click "Secure Check Out" in the “My Cart" box in the top right hand corner of the home page. Or, after you add an item to your shopping cart, the next screen you see is "Your Shopping Cart", which lists the items in your cart, and click on the "Secure Checkout" icon.
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