Order Confirmation
After placing an order, you’ll receive a confirmation email from support@masterworkequipment.com containing your order details.
Our team will then confirm that the equipment is available and ready for fulfillment. Most orders are processed within 1–2 business days. After shipment, delivery generally takes an additional 5–10 business days.
If an item is unavailable or requires additional processing time, we’ll email you with an updated estimated shipping date. If you prefer not to wait, you may request cancellation for a full refund to your original payment method, provided the order has not already shipped.
Order Shipment
In-stock orders usually ship within 1–2 business days. Once your order is dispatched, tracking information will be sent to the email address provided during checkout.
Tracking details are normally provided within 24 hours of shipment. Please allow an additional 24–48 hours for the carrier’s tracking system to display movement.
If you haven’t received tracking information or an update regarding your order, contact us at support@masterworkequipment.com.
Shipping Information
Orders are shipped from locations within the United States using carriers such as UPS, FedEx, or USPS.
We currently ship within the 50 United States only. At this time, we do not ship internationally, to U.S. territories, or to APO/FPO addresses.
Delivery Time
Most orders follow this estimated schedule:
| Order Stage | Estimated Time |
|---|---|
| Processing | 1–2 business days |
| Shipping | 5–10 business days |
| Estimated total | 6–12 business days |
Delivery times may vary depending on the destination, product availability, carrier conditions, severe weather, holidays, or other circumstances outside our control.
If additional processing time is required, we’ll notify you by email with an updated timeline.
How Do I Check My Order Status?
Use the tracking link included in your shipment confirmation email.
Tracking may take 24–48 hours to update after the carrier receives your package. This delay is normal and does not necessarily mean the shipment has stopped moving.
If tracking still doesn’t update after 48 hours, contact us at support@masterworkequipment.com with your order number.
What Should I Do if My Equipment Arrives Damaged or Defective?
Inspect your order as soon as it arrives. If the equipment is damaged, defective, or incorrect, contact us immediately at support@masterworkequipment.com.
Please retain the product and all original packaging. We may request:
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Three to five clear photographs
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A short video showing the damage or defect
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Photographs of the shipping box and label
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Your order number and a description of the issue
After reviewing the information, we’ll provide the appropriate resolution, which may include replacement parts, a replacement unit, or a refund. If an approved return is required because the item arrived damaged or defective, we’ll provide return instructions and cover the return shipping cost.
Please allow 1–3 business days for our team to review submitted evidence. Replacement delivery generally takes 5–10 business days after the replacement ships.
What if My Order Hasn’t Arrived?
Please allow the complete 5–10-business-day shipping window after your order has been dispatched. Check your email, including your spam folder, for tracking information or delay notifications.
If more than 10 business days have passed since shipment and tracking hasn’t updated, contact us so we can open an investigation with the carrier.
If tracking shows Delivered but you can’t locate the package:
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Confirm that the shipping address on your order is correct.
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Check around entrances, garages, mailrooms, reception areas, and other secure delivery locations.
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Ask household members, neighbors, property staff, or front-desk personnel whether they accepted it.
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Contact the carrier for available delivery details.
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Contact us if the package still cannot be located.
We’ll review the tracking information and coordinate with the carrier. Resolutions for missing shipments are determined after the carrier investigation and may include a replacement or refund when appropriate.
If tracking shows delivery to an address different from the shipping address provided with your order, contact us immediately.
Cancellations and Refunds
If you wish to cancel an order, contact us as soon as possible. Orders that have already entered fulfillment or shipped may not be eligible for cancellation and may need to follow our standard return process.
Approved refunds are issued to the original payment method. Processing times may vary depending on your bank or payment provider.
You can review the complete Return & Refund Policy for additional information.
Still Have Questions?
If your question isn’t answered here or in our FAQs, contact us:
Email: support@masterworkequipment.com
Phone: (888) 865-1086
Hours: Monday–Friday, 9:00 AM–6:00 PM EST
Additional resources: