WesSpur Web Site Help

Below are our most frequently asked questions and help topics at WesSpur.com. Please feel free to contact us directly if you do not find the answer below. We welcome your inquiry and strive to make our customer service the best in arbor supply world. Thank you for choosing WesSpur!

WesSpur Free Shipping - Best Way

WesSpur offers free ground shipping for orders that meet the following criteria:

• $99 or more before tax
• Ship-to address within the contiguous U.S.*
• Standard-size and weight items (no poles, reels of cable or rope, or other oversized / overweight items**)

Orders shipped with WesSpur Free Shipping will be sent by UPS ground or USPS Priority Mail. WesSpur will choose the best method to get your order to you. UPS Ground is 1-5 days within the continental US. Priority mail is 1-3 days. UPS Ground does not deliver on Saturday or Sunday, and requires a physical address (no P.O. boxes). Stump Grinder teeth and Chipper Blades eligible for the free shipping offer are shipped via USPS Priority Mail, in Medium Flat Rate Boxes.

• *Residents of Alaska & Hawaii receive the best shipping rates via USPS Priority Mail, and may request a shipping discount equal to the cost of sending a similar package within the contiguous U.S.
• **Oversized items, such as pole saws, will be charged a separate fee for shipping within the contiguous U.S.. Other items on your order will ship for free if they qualify.
• **Overweight items, such as reels of cable or rope, are excluded from free shipping and will be charged a shipping fee.*Other items on your order will ship for free if they qualify.

When will my order ship?

Orders of in-stock items placed before 1:00 PM Pacific Monday-Friday will be shipped the same day. Back orders, incorrect shipping or credit card billing information, or custom orders may delay shipping.

WesSpur is closed on weekends and major U.S. holidays (Christmas, New Years Day, Memorial Day, Thanksgiving, Labor Day, and 4th of July). All orders placed on the weekend or major holidays are shipped on the following working day.

Back-ordered items may delay the shipping of your order up to 48 hours. If the delay is expected to be longer, we will normally ship all in-stock items and send the back-ordered item when it arrives, at no extra shipping fee (within the contiguous U.S.). We will contact you if there is an item on your order which cannot be sent right away.

How long will my order take to arrive?

These maps show the number of business days (M-F) in transit for UPS. Priority Mail is 2 to 3 business days within the contiguous U.S. Please note that only Next Day Air Saturday Delivery will deliver on Saturdays, and that the day the package shipped is not included in these times. Saturdays, Sundays and major Holidays are also not counted in the shipping time.

Saturday Delivery is available for Next Day Air packages in some areas, and must be chosen during checkout if an order placed Friday is to arrive Saturday, otherwise Next Day Air packages shipped via Next Day Air on Friday will arrive on Monday.

Please note that shipping times guaranteed by UPS are not guaranteed in the face of delays caused by forces outside of their control, such as inclement weather or disasters.

UPS Ground Days in Transit

How can I track my order?

When you complete your order, you will see your order confirmation number. You will also receive an email when your order ships that will display the tracking number. If you opted to have your information saved when you placed your order,you can loing and view the progress of all orders. Tracking numbers are generated when your package labels are printed, but are not active until after your package has been picked up and scanned.

What's the best way to ship to Alaska or Hawaii?

Shipments to Alaska and Hawaii are not eligible for Free ground shipping, though you may request a discount on shipping charges on orders over $99. The best way to ship to these states is usually USPS Priority Mail. It is relatively inexpensive, tends to be both reliable and relatively quick (5-7 days), and is the most popular option for our tree climbing customers in Alaska and Hawaii. UPS and FedEx also deliver to these states, but are more expensive options. Air services such as 2 Day Air and Next Day Air are not guaranteed to arrive within the stated term. They are usually close, but not always on time and can be fairly expensive.

It is sometimes difficult for our website to calculate these costs accurately and they are occasionally wrong. In these cases, we have to manually override the freight charges and will notify you of any changes.

International shipping

WesSpur ships around the globe to tree climbers in many different countries. Shipping rates vary widely from one country to the next, and are not always correctly computed during checkout. Shipping by USPS Priority Mail International is often the least expensive method, and is both reliable and relatively quick (4-10 days, not including time spent clearing customs). UPS and FedEx offer faster shipment and have the benefit of online tracking numbers, but they are usually more expensive, and may require customs brokerage fees. These fees are charged by the carrier and we do not have a way of advising you of the cost before UPS or FedEx deliver the package.

Your local government may charge duties, import fees, or tariffs on your package when it arrives. Check with your postal officers for information on the taxes and duties you will be responsible for. WesSpur does not have a way of advising you of these duties before your package ships, and the receiver of the package is solely responsible for them.

We are happy to provide a custom shipping estimate for your order. We will need your full address and list of items to calculate shipping accurate. Please contact us online for a shipping quote.

General Information for International Orders

WesSpur is located in Bellingham, WA in the U.S.A. We are a short drive from Vancouver, BC in Canada. (See the .) We do business all over the world and can accept Visa, Master Card, American Express, Discover Card, and PayPal payments. For very large international orders we will need to arrange payment via wire transfer. Please to inquire about wire transfer.

International Shipping Options

USPS International Mail is available either as Priority Mail or Express Mail. Priority Mail is usually very reasonable, and is quoted as 6-10 days delivery time, thought this does not include time spent in customs. Express Mail is faster, but more expensive. USPS mail shipments are not time-definite and do not give detailed tracking, though we can see when the package leaves the US, enters foreign customs, and leaves foreign customs for delivery. International Priority Mail is generally our recommended postage option for international addresses.

UPS has a time-definite delivery and provides a detailed tracking number. UPS is usually the more expensive option. Available as either UPS Expedited or UPS Express (1-2 day delivery.) Customers in Canada can choose 'Canada-UPS Standard' as a shipping option and receive reasonable rates.

Please note! Selecting a shipping option that is for the U.S. only (such as UPS Ground or regular Priority Mail) will result in the computer giving you a misleading shipping amount. If you choose a shipping option that is for the U.S. only, but your address is outside of the U.S. we will change your shipping method to the least expensive valid option and charge the correct amount. We will always try to contact you in these circumstances so you are aware of the actual charges.

Our free shipping option is valid for the contiguous U.S. only, and does not apply to International Orders.

Any packages that are refused delivery will be returned to WesSpur. In these cases shipping will not be refunded and in addition shipping charges will be collected to cover the return freight to WesSpur.

Taxes and Duties

Your local government may charge taxes and duties on your shipment of items as they are imported goods. WesSpur does not collect this money, nor can we estimate the amount for you. Your local post or trade officials should be able to help you estimate the duty and tax on your order.

Currency Conversion

All prices listed on this website are in U.S. Dollars. Your credit card company will convert your order to your local currency when you receive your statement. can be used to estimate the prices in your local currency.

What payment methods can I use?

WesSpur accepts the following forms of payment online:

• Visa
• Master Card
• American Express
• Discover
• Debit Card(with Visa or MC Logo)
• PayPal
• Check or Money Order

For telephone, mail, or walk-in customers, we also accept:

• Pre paid Check
• Personal or business check
• Money Order/Cashiers Check
• Cash or check for Walk in Customers

For international customers we also accept wire transfers.

We are not able to accept checks by phone, or ship packages COD

Backorders and Credit Card Charges

When making an order, all funds will be authorized through credit cards, and PayPal, and will be collected at the point of sale for only the items that have shipped. For any back-ordered items that may exceed 30 days, all customers will be contacted to determine whether or not they would like to continue to wait, or cancel their order. At any point prior to shipping, customers may contact WesSpur, cancel their order, and have the pre-authorization released back to their original payment method. Please note some bankcards will "hold" funds for 10 days, other bankcards are up to 30 days. If the pre-authorization has expired, we will attempt to reauthorize the card for the remaining portion to ship out. *Special order items will be billed in full at the time of order, and are not refundable (certain exceptions only).

Do I have to pay Tax?

WesSpur charges state sales tax where applicable.

Note: International customers may still be responsible for Import Duties or VAT when your order arrives. Check with your local postal system for more information.

Is my credit card information secure?

Transactions at WesSpur.com are processed by the world-renowned shopping cart software NetSuite. NetSuite encrypts all data used during the transaction to ensure the protection and privacy of your information. The information you provide during checkout is used by WesSpur to complete your order. All shopping transactions are encrypted and secure.

Return Policy

WesSpur is happy to offer returns or exchanges on any equipment that is still in new condition. All regular stock items in new/unused condition may be returned for a full refund within 30 days of purchase. We do not charge restocking fees.

The following are non-returnable:
• Clearance items
• Special-order items
• Non-stock items
• Any items that have been used
• Custom-spliced items

I've ordered the wrong style/size. Can I exchange it?

Exchanges can be done on any equipment ordered within 90 days of purchase as long as the items are new and unused. Please call (800) 268-2141 or contact us online and ask to make an exchange. We can accept the returned item, and ship an item of equal value to you when your return has arrived. If you are in a hurry, we can ship and bill you for the replacement items, then credit you for the return when it arrives. Please have a copy of your receipt, invoice or order available.

Customers are responsible for arranging return shipment on exchanges.

Special order and clearance items may not be returned.

I've used my equipment. Can I still return it?

Sorry, no.

What if I receive defective equipment?

WesSpur stocks the highest quality tree gear and ships packages carefully to ensure everything arrives in top condition. Sometimes however, an item may be damaged in transit or fall below manufacturer standards. Please inspect your order when it arrives. If you have received any damaged or defective equipment, call (800) 268-2141 or and we will arrange return of the defective item and ship you a replacement item. You can also and request a return by clicking on the "Request at Return" link on the My Account tab.

If an item appears to be defective after it has been used, it can usually be replaced or repaired under the manufacturer warranty. In the case of items used in the field, we will sometimes have to arrange the replacement or repair with the manufacturer. In these cases, we will help you arrange the replacement. Please note that no manufacturer warranty will cover items that are damaged due to misuse or ill-treatment. We cannot replace items that are broken or damaged by being dropped, having trees fall on them, being run over, or are used in situations for which they are not intended. Items such as ropes, carabiners, and pulleys have load ratings which should not be exceeded. Such items will not be replaced if they fail when used in situations exceeding their capacities.

How do I request a return authorization?

Return authorizations are available if you created one when you ordered, and clicking on “return items” from the order, or by calling (800) 268-2141 and requesting a return. Please have a copy of the invoice/receipt that came with your order, or your email confirmation on hand.

Customers are responsible for arranging return shipment on returned items.

Special Orders

WesSpur is happy to special-order anything carried by one of our vendors for you. When you call to place the order, we will take down what you want and confirm the total price and availability with that manufacturer, and update you with the expected arrival time before completing the order.

Special order items are non-exchangeable and non-returnable.

Item is Out of Stock

Our website shows when items are in stock or out of stock. Items that are out of stock can still be ordered, and we will ship them as soon as they are available. Typically, we will ship the rest of your order and backorder out of stock items, to ship when available. If there is a delay longer than a few days, we will contact you to let you know and you can decide how to proceed.

Net 30 Accounts

WesSpur offers accounts with net 30 payment terms. We do not have revolving accounts (minimum payments). Accounts will be maintained for customer who keep their account current at all times. If you are interested in setting up an account and intend on spending at least $2000 per year with WesSpur, please contact us to request a credit application.

Does WesSpur offer discounts for purchasing in large volume?

If you buy more than $3000 worth of arborist equipment a year you may be eligible for special pricing or incentives. Learn more about WesSpur tree gear accounts.

Does WesSpur offer accounts for municipalities or government agencies?

If you are a municipality or government agency and would like to either get set up on account it is very easy. We have a very simple form that you can fill out online. Your account can be up and running in minutes, with Net 30 account terms. (30 days to pay the balance of the bill.) We are also happy to supply quotes/bids for your organization. Learn more about WesSpur tree gear accounts.

How do I become a reseller of WesSpur equipment?

WesSpur offers a robust reseller program with suggested items, friendly terms, and great wholesale support. Learn more about WesSpur tree gear accounts.