Frequently Asked Questions

We send tracking in your shipping confirmation email. You can also check on the status of your order in our order tracker.

If a part is obsolete, we'll recommend and confirm the replacement part, and offer to update your order or issue a refund—your choice.

Yes. We can partial-ship what's available and refund any canceled backorder quantities upon request, as long as the backorder is not in process at the factory or the item was not special- ordered (with your consent).

We'll check with the manufacturer and confirm feasibility, lead time, and cost before proceeding.

Reply to your order email or contact Customer Service with the order number. We’ll confirm cancellation and process your refund if eligible.

Please fill out our return and exchange form. We will determine if your order is eligible for return or exchange.

Our shipping cutoff is 3:30 p.m. EST. We make every reasonable effort to ship orders received before this time the same day.

Yes, you can access your invoice in our order tracker. After completing the required fields, you will have the option to view your invoice.

If your order was modified (for example: tax removal or items added/removed), please contact Customer Service and we'll provide an updated invoice.

There are a few reasons your order may not qualify for free UPS Ground shipping:

1. Certain items are excluded from our free freight policy (generally, these are items that have extraordinary weight or dimensions)
2. The length or weight of items on your order exceeds UPS limits.
3. The delivery address is outside the continental U.S. (e.g., Alaska or Hawaii).

If neither applies and you believe shipping was charged in error, please contact Customer Service.

For international orders, we offer two options:

1. Deliver to a NYC metro-area forwarder (minimum order of $300), or
2. Arrange pickup at our warehouse in Nesconset, NY.

We strive to ship orders as quickly as possible—often the same day. In some cases, we may consolidate shipments, which can add a few extra days to processing time.

No. We ONLY sell new / unused products.

You have two convenient options to submit your tax-exempt form:

1. Guest Checkout: After completing your order as a guest on our website, please email your tax-exempt form to taxcerts@kellyhayes.com.
2. Create an Account: You can create an account on our website and submit your tax-exempt form directly during the checkout process. This method will save your tax-exempt status for all future orders.

Please note: Tax may still appear on your order during placement, but it will be removed before your payment is fully processed.