Shipping & Returns Policy

1. Shipping Policy

Batooz LLC is a real, family-run outdoor power equipment retailer with a physical showroom in Sparks, Nevada. Every order is picked, packed, and shipped by our own team, and every shipment is fully tracked from our door to yours.

1.1 Where We Ship

• We ship to all 50 US states.
• Flat-rate and free shipping offers apply to the contiguous 48 states.
• Orders shipping to Alaska and Hawaii may require a custom freight quote — we will confirm the exact shipping cost with you before your order ships.
• We do not ship internationally, including to Canada or Mexico, and we do not ship to freight forwarders or export services.

1.2 Order Processing Time

Orders are processed within 1–2 business days (Monday–Friday, excluding US federal holidays). You will receive an order confirmation email immediately after checkout and a shipping confirmation with tracking as soon as your order leaves our store. Orders placed on weekends or holidays are processed the next business day.

1.3 Shipping Rates & Delivery Timeframes

Standard shipping rates and delivery estimates for the contiguous 48 states:

Delivery timeframes are estimates measured from the date your order ships, not the date it is placed. Free shipping applies to merchandise subtotal after any discounts and before tax. Heavy equipment always ships by freight regardless of order total — see Section 1.4.

1.4 Freight & Curbside Delivery (Heavy Equipment)

Large machines — including riding mowers, two-stage snow blowers, large tillers, and generators — ship by freight carrier with curbside delivery for a flat freight fee of $149. Estimated transit time is 5–10 business days. Here is how freight delivery works:

• Delivery appointment: The freight carrier will call the phone number on your order to schedule a delivery window before arriving. Please make sure your phone number is accurate.
• Curbside service: Standard freight delivery is to the curb or the end of your driveway. The driver is not required to move the item into your garage or backyard.
• Liftgate service: Liftgate delivery (the truck lowers your item to ground level) is available — tell us when you order or when the carrier calls to schedule.
• Inspect on delivery: Please inspect the crate and machine before signing. If you see any damage — punctures, crushed corners, leaking fluids — note it on the delivery receipt before the driver leaves and take photos.
• Refuse badly damaged shipments: If the equipment itself is clearly damaged, you may refuse the delivery and contact us immediately at +1 775-213-6804 so we can arrange a replacement.

1.5 Free In-Store Pickup

Local customers can skip shipping entirely. Choose Free In-Store Pickup at checkout and collect your order at our showroom:

• Pickup address: Batooz LLC, 830 Meredith Way, Sparks, NV 89431
• Store hours: Mon–Sat, 8am–6pm PT
• Ready time: Most orders are ready for pickup within 1 business day.
• Notification: We will notify you by email or phone as soon as your order is ready — please wait for this confirmation before coming in.
• What to bring: Your order confirmation (printed or on your phone) and a valid photo ID. If someone else is picking up for you, contact us in advance to authorize them.

Pickup orders not collected within 14 days of the ready notification may be canceled and refunded, less any applicable restocking fee.

1.6 Order Tracking

Every shipment includes tracking. As soon as your order ships, we email you the carrier name and tracking number. You can also check your order status any time on our Track Order page. Please allow up to 24 hours for the carrier's system to show the first scan. Freight shipments include a PRO tracking number and a scheduled delivery call instead of door-to-door scans.

1.7 Delays & Address Accuracy

• Carrier delays: Delivery estimates are not guarantees. Weather, carrier volume, and rural routes can add time, especially in winter. If your tracking has not updated in several days, contact us and we will chase it down with the carrier.
• Address accuracy: Please double-check your shipping address at checkout. We ship to the address exactly as entered. If an order is returned to us due to an incorrect or incomplete address provided at checkout, reshipment costs are the customer's responsibility; refunds for undeliverable orders will exclude the original shipping charges.
• Address changes after ordering: Contact us immediately at support@batooz.com or +1 775-213-6804. We can usually update an address before the order ships, but we cannot change it once the carrier has the package.
• Lost shipments: If tracking shows no movement for 7 days past the estimated delivery window, contact us — we will open a carrier trace and make it right with a replacement or refund.

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2. Return Policy

We want you to be confident buying equipment online. If something isn't right, you have 30 days from the date of delivery to return eligible items. Because we sell machinery — not t-shirts — returns have a few common-sense rules below. When in doubt, call us first: +1 775-213-6804.

2.1 30-Day Return Window

You may request a return within 30 days of the delivery date (or the pickup date for in-store pickup orders). Return requests made after 30 days cannot be accepted. The returned item must arrive back at our store within a reasonable time after your return is authorized — we will give you a deadline with your return authorization.

2.2 Condition Requirements

To be eligible for a full refund, returned items must be:

• Unused and in the same condition as delivered;
• Unfueled — never filled with gasoline or oil (see Section 2.5 for fueled/used equipment);
• In the original packaging, undamaged, with all original boxes, crates, or cartons;
• Complete with all accessories, manuals, keys, and documentation included in the box.

Items returned incomplete, damaged by the customer, or in unsalable condition may be refused or refunded partially at our discretion.

2.3 How to Start a Return

1. Email support@batooz.com or call +1 775-213-6804 (Mon–Fri, 8am–6pm PT) with your order number and the reason for the return.
2. We will review your request and, if eligible, issue a Return Merchandise Authorization (RMA) number with packing and shipping instructions. Returns sent without an RMA may be refused or delayed.
3. Pack the item securely in its original packaging, write the RMA number clearly on the outside of the box, and ship it to the address we provide — or drop it off at our Sparks, NV store during store hours.

2.4 Who Pays Return Shipping

• Customer's choice returns (changed your mind, ordered the wrong item, no longer needed): the customer pays return shipping. For heavy equipment, return freight must be arranged with a carrier of your choice at your cost, and the item must be properly crated.
• Our error or defective on arrival (wrong item shipped, item arrived damaged or non-functional): we pay return shipping. We will email you a prepaid return label or arrange a freight pickup at no cost to you.

Original outbound shipping charges (including the $149 freight fee) are non-refundable once the item has shipped, except when the return is due to our error or a defect on arrival.

2.5 Restocking Fee (Heavy Equipment)

Heavy equipment — riding mowers, snow blowers, tillers, and generators — that has been fueled, assembled, or used is subject to a 15% restocking fee, deducted from the refund. This covers the inspection, draining of fluids, repackaging, and reconditioning required before the machine can be resold. Equipment returned unused, unfueled, and in original packaging is not charged a restocking fee.

2.6 Non-Returnable Items

For safety and regulatory reasons, the following cannot be returned:

• Fuel-filled equipment: Once gasoline or other fuel has been added, equipment is classified as containing hazardous material and cannot legally be shipped back through standard carriers. Fueled equipment may still be returnable under Section 2.5 by arrangement (for example, local drop-off at our store), but it cannot be mailed back.
• Special-order parts: Parts ordered specifically for your model at your request.
• Clearance items marked "final sale": Final-sale items are identified on the product page and at checkout before you buy.

2.7 Refund Timing

When your return arrives, our team inspects it — typically within 2 business days of receipt. Once the inspection is complete and the return is approved, we issue your refund to the original payment method within 5–10 business days. Your bank or card issuer controls when the credit appears on your statement. We will email you when the refund is processed. Partial refunds (for example, after a restocking fee or for missing accessories) are itemized in that email.

2.8 Damaged or Defective on Arrival

Despite careful packaging, damage can happen in transit. If your order arrives damaged or with a manufacturer defect:

1. Report it within 7 days of delivery — email support@batooz.com or call +1 775-213-6804 with your order number.
2. Include photos of the damage, the packaging, and any shipping labels. For freight deliveries, also send a photo of the delivery receipt with the damage notation.
3. We will arrange a replacement or a full refund — your choice — and cover all return shipping or freight pickup costs. Do not discard the packaging until the claim is resolved; carriers often require it for inspection.

2.9 Exchanges

We do not process direct item-for-item exchanges online. The fastest way to exchange is to request a return (Section 2.3) and place a new order for the item you want — this gets the correct item on its way to you immediately instead of waiting for the round trip. If you prefer, call us and we will help you coordinate both at once.

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3. Questions? Contact Us

Real people answer our phone and email. If anything about your shipment or return is unclear, reach out — we would rather answer a question than process a problem.