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Help CenterFAQs, Contact Information and More

Frequently Asked Questions

Making A Purchase

How can I speak to a Sales Associate?

We have a great team of factory trained associates that can help you select the products that meet your individual needs. Give us a call or utilize our Chat option during normal business hours. You can also contact us via email and we will respond as soon as possible. We’re here to help!

As an essential online retailer, we are experiencing record levels of demand. Since COVID, call hold times have been high, however, our call system allows for you to leave a callback number, so you don’t have to wait on hold. Your place in line will be held and you will receive a call back automatically with the next available associate. Please be advised, it may be better to wait on the line as callbacks towards the end of the day may run over closing time.

Where are your stores located?

Our HQ and main warehouse are located in Bolingbrook, IL. However, we are strictly an online retailer and do not have physical store locations. If you need assistance selecting a product, our Sales Center associates would be more than happy to assist you via phone, chat, or email.

Do you price match?

Our pricing reflects the maximum available discounts on our inventory. In addition, we offer free shipping on whole goods, bulk pricing, and an extra 2% check discount for orders over $1,000. We encourage you to sign up to our email newsletter to get deals on the best products in the industry.

Do you offer military or first responder discounts?

We appreciate the service our military and first responder customers provide. Unfortunately, we do not offer additional discounts. Our prices have already been discounted to max capacity in addition to free shipping on main units, and a 2% check discount for orders over $1,000. However, give us a call and ask about any discounts or specials we may have going. We're usually less expensive than the competition.

Do you offer senior discounts?

We have great respect for our senior community. Unfortunately, we do not offer additional discounts. Our prices have already been discounted to max capacity in addition to free shipping on main units, and a 2% check discount for orders over $1,000. However, give us a call and ask about any discounts or specials we may have going. We're usually less expensive than the competition.

Do you charge sales tax?

Power Equipment Direct, like all online retailers, are required to collect sales tax on orders shipped to all states, except Alaska, Delaware, Montana, New Hampshire, and Oregon. Please view our Sales Tax Information article for more details.

Do you offer extended warranty protection?

Our extended warranty program we offer is administered by Warrantech, a Texas-based company. The extended warranties we offer "kick in" the day the manufacturer's warranty expires, leaving no gap of coverage for you. Exactly what is covered varies somewhat by product type, but for the most part, the extended warranty plans cover all of the same components and parts that the manufacturer's warranty covers. If the covered product requires service during the term of the extended warranty plan, you would contact Warrantech at (800) 833-8801. They would assign a reference number to your repair and give you two or three repair centers closest to you based on your zip code. You would take your product to one of the repair centers provided by Warrantech (or the repair center would visit your home depending on the type of extended warranty you have purchased), they would look up the reference number provided to you by Warrantech, and they would then complete the required repair at no cost to you.

Customer Service

How can I check the status of my order?

You can check your order status by entering your order number on our order tracking page.

How can I cancel my order?

Please contact our Customer Support team for assistance. With the exception of built to order items, orders can be cancelled if they have not shipped. As we would need to notify our distribution channels to cancel the order, allow 1-2 business days for confirmation. Orders that have shipped cannot be canceled and are subject to our Return Policy.

What is your return policy?

Please read our return policy for more details.

Billing & Payment

What major credit cards do you accept?

We accept Visa, Mastercard, American Express and Discover.

How do I make a tax exempt purchase?

Please view our How to Make a Tax-Exempt Purchase article for more details.

Can I use multiple cards to make a purchase?

You will need to call to speak to a Sales Associate to process an order using multiple credit cards. Up to 2 cards per order can be accepted.

Can I pay by check?

Paper check and E-check payment options are available on orders totaling $1,000 or more. Here is more information on our check policy and process.

Can I pay by wire transfer?

Wire transfer payments are accepted on orders $2,500 - $10,000, but do not qualify for the 2% check discount. Orders $10,000 and above qualify for a 2% check discount. Product will be allocated at the time payment is received. You will need to contact a Sales Center associate to place the order and they will provide you with the information to complete the wire transfer.

Was my credit card charged before my item shipped?

When a customer places an order, there is a pre-authorization for the full purchase amount. It is an authorization only, not an actual charge. Occasionally, pre-authorizations show up on online banking as if they are real charges until they fall off, generally within 24 - 48 hours after the order is placed. We only charge or collect money when your order actually ships.

Why was my credit card charged twice?

When a customer places an order, there is a pre-authorization on their credit card for the full purchase amount. That is an authorization only, not an actual charge. Occasionally pre-authorizations show up on online banking as if they are real charges until they fall off. They generally fall off 24 - 48 hours after the order is placed. We only charge or collect money when your order actually ships. If you ordered more than one item, you may see multiple charges appear on your credit card statement, but the total collected will never be more than the total of your entire purchase price.

What is your Tax ID number?

We do not ship outside the United States as we are not a registered exporter, but we can ship to a freight forwarder with a U.S. address. As a retailer, our sale to you is completed upon fulfillment to the ship-to address supplied on your order. Please note, our business name or tax ID cannot be used on your export paperwork. You would be responsible for providing tax information on export paperwork. The form that you need to fill out is the Shipper’s Export Declaration (SED) for items valued over $2,500. This form simply asks for the exporter’s name and tax id in boxes 1a and 1b. Since you are the exporter on record, your SS# or tax id should be used.
If you are exporting the order from a state where we are required to collect sales tax, such as Florida, and you can provide us with written documentation that the order is leaving the country, including the freight forwarder information, your purchase would be tax exempt. The address on your documentation must match either your billing or your shipping address used for your order.

Shipping & Delivery

How will my order be delivered?

We offer several different shipping options to deliver your order in the most expedient manner. Most shipments over 150 pounds are made using freight carriers and loaded on semi trailers. If you do not have access to a forklift and dock, we encourage you to select our Lift Gate service that will safely lower your product to the curb from a smaller truck.

Smaller shipments under 150 pounds may ship using ground shipping and may be eligible for 2nd-Day and Next-Day Air.

Once your order is finalized, it will be processed and then shipped. Once shipped, you will automatically receive an email confirmation with the tracking information. Read more about shipping.

Can I pick up my order at the freight terminal?

You must call our Customer Support team to make arrangements with the freight carrier to arrange a pickup. Products are not stocked at shipping terminals. If authorized, you will need to bring a photo ID that matches the name on the order to receive your shipment. Your order will not be released if it doesn’t match.

Can I request a small truck for delivery?

Your order will ship on a full-sized semi-truck and will deliver curbside, which means that the driver will not pull into a residential driveway due to liability issues. Please note that the delivering carrier will call you to set up a delivery appointment at least 24 hours in advance. When the carrier calls to set up your delivery appointment, you can certainly request delivery on a smaller truck at that time, however, we can't make any promises as to their availability. Unfortunately, not all of the trucking terminals have access to smaller vehicles for residential deliveries.

Will the freight carrier deliver to my garage or door?

Please be aware that your order ships on a full-sized semi-truck. The delivery method is considered curbside delivery, which means that the driver will not pull into a residential driveway due to liability issues. If you order lift gate service, the driver will unload the shipment from the truck but is not required to move your shipment from the drop point at the base of your driveway. Some drivers are very courteous and will do so but are not required to do so. You will receive a call from the carrier to schedule a delivery appointment after your order ships. If you have any special circumstances you can mention them at that time however, we cannot promise that your requests can be granted.

Will the freight carrier deliver without a signature?

Please note that a signature is required at the time of delivery and is to your benefit. If you accept delivery without a signature, you will be responsible for any damages and the lack of signature is the same as stating that you are accepting the unit as is. Keep in mind the freight company will call at least 24 hours prior to schedule a delivery and you can work with them at that point to arrange a window of time that will allow you to be present for delivery.

What if my order arrives damaged?

You must take the time to inspect the goods before signing the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment, you will need to file a freight claim and arrange for a repair or return of the damaged goods. Concealed damage claims must be reported immediately. Please view our video on receiving freight delivery for tips on inspecting your shipment.

Do you offer expedited shipping?

Yes, during times of normal operation, we may offer the option for expedited shipping on certain products. The options for shipping will be visible on the product pages on our website and will depend on the product, your zip code, and the method of transport the product requires for delivery.

Paying for expedited shipping means we will prioritize processing your product so it can be shipped from our warehouse first. However, be aware that once the product leaves our facility and experiences delays due to circumstances (like FedEx temporarily suspending service while your product is en-route), we are not liable for those delays.

During times of crisis or natural disaster (like hurricanes or COVID-19), we will continue to operate and ship products in accordance with our safety guidelines and the guidelines set forth by our distribution networks. When processing times are extended, we may suspend expedited shipping on products.

Do you ship outside the United States?

We currently do NOT ship internationally, including Canada and U.S. territories. We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment.

Product Support

Where can I find warranty/extended warranty information on my order?

Manufacturer warranties are typically found on the product page and vary from consumer to professional use.

We offer consumers an extended warranty program administered by Warrantech. The extended warranties start on the day the manufacturer's warranty expires, leaving no gap of coverage for you. Exactly what is covered varies somewhat by product type. Generally, the extended warranty plans cover all of the same components and parts that the manufacturer's warranty covers. See our extended warranty article for more info.

What if the product I ordered needs service?

For Manufacturer Warranties: Please contact the manufacturer of your product for service options if the product is covered under a manufacturer’s warranty. You may refer to our technical service article for more information.

For Extended Warranties: If the product is covered under an extended warranty plan, contact Warrantech at (800) 833-8801. They will assign a reference number to your repair and give you two or three repair centers closest to you based on your zip code. Take your product to one of the repair centers provided by Warrantech (or the repair center will visit your home depending on the type of extended warranty you have purchased). The repair center will look up the reference number provided to you by Warrantech, and they will then complete the required repair at no cost to you.

Customer Account

How do I unsubscribe from your emails?

The easiest way to unsubscribe from our email list is to click the “unsubscribe” text linked in the footer of the email you received from us. If you wish to change your preferences instead (for example, receive less frequent emails), simply click the “update preferences” text linked in the footer of the last email you received from us. Please allow up to 7 days for the change to take effect. If you have trouble, you can also email marketing@pedstores.com.

How do I reset my account password?

To reset your account password, you can simply click the “forgot password” text on the account login page and follow the instructions to reset your password.

COVID Related

Are you shut down or are you shipping products?

We are considered an essential business and are open for business. Our product pages reflect the estimated shipping time for that specific model.

Why are the hold times so high?

Since COVID, call hold times have been high, however, our call system allows for you to leave a callback number, so you don’t have to wait on hold. Your place in line will be held and you will receive a call back automatically with the next available associate. Please be advised, it may be better to wait on the line as callbacks towards the end of the day may run over closing time. We also advise to reach out to us through chat or email and we will respond as soon as possible.

Why hasn’t my order shipped?

Many manufacturers have reduced levels of production due to the effects of the COVID-19 pandemic. Furthermore, record levels of e-commerce demand have increased the chance of shipping delays. Oftentimes, these delays are difficult to predict at the time of order.
The information on our websites, such as product availability, stock, and shipping times, are all refreshed automatically with the most up-to-date information from our manufacturing and shipping partners. In case of a possible processing delay, we make every effort to contact our customers with updates. Our Team is working closely with our manufacturer and shipping partners to find solutions to shorten delays, and we appreciate your understanding and patience.