Orders and Returns
Shipping and Delivery Information
At Platinum HD, all orders placed by 3 pm CST, Monday - Friday are processed the same day. All of the products we sell are shipped directly from our warehouses.
Shipping Costs and Times
We use LTL, UPS, and FedEx to fulfill most of our heavy duty products. Most orders will arrive in 1 to 2 business days depending on the location of the customer. Orders are distributed nationwide from our shipping warehouses. Industrial radiators are shipped through regional freight providers and arrive usually in 2 to 5 business days.
Products that are custom made to order and will require additional manufacturing time.
Expected shipping dates are our best estimate. If there is an unexpected delay in shipping your order, we will notify you by telephone or email.
The exact shipping price and time will vary on product size, delivery method, and other factors. We will contact the customer if the final shipping charge is significantly higher than the online estimate.
LTL Freight Items
Some of the items we sell exceed the size limits for standard ground shipping and must be delivered by truck or freight delivery. LTL shipment costs are for a delivery to a business address with the ability to receive freight shipments. If delivery address does not meet these requirements, there will be additional charges.
Tracking & Viewing Orders
Registered users can check the status of their order by logging in to their account. Shipping notifications and tracking information is also emailed to our customers when items leave our warehouse.
Platinum HD believes in providing top quality customer satisfaction. If you need to return your part for any reason, we will accept authorized returns within 30 calendar days of the invoice date.
Returns and Exchanges
All authorized returns and exchanges must be in their original condition and packaging, include all components, and cannot be mounted or damaged due to an incorrect installation. Platinum HD by Keystone is not responsible for damage from an incorrect installation error.
All radiators and other products requiring custom builds, parts, or modifications at the factory are non-refundable. Some parts will require a restocking fee if you require a replacement or an exchange for a incorrectly ordered part.
Freight charges are non-refundable and return freight is at the expense of the purchaser.Customers within 30 days of invoice are able to return and replace products at no additional cost if:
Items received are in damaged or defective condition
Platinum HD shipped the wrong item
No items over 30 days of invoice will be valid for return unless exchanged through our warranty policy.
How to Return an Item
Contact a customer service representative.
We will provide you with an RA# and detailed return instructions.
If your item is valid for ground shipping, clearly write the RA# and return it to the address that we will provide you.
Unless the return or exchange is due to a manufacturer defect or a Platinum HD error, the customer will be responsible for all shipping costs.