Terms and Conditions
Shipping Information
Returns & Exchanges

Terms and Conditions


All content included in this website is property of Alto-Hartley and their vendors and is protected under U.S. and International copyright laws. These items include, but are not limited to logos, images, buttons icons, text.


All text, graphics, user interfaces, visual interfaces, photographs, trademarks, logos, artwork and computer code, including but not limited to the design, structure, selection, coordination, expression, “look and feel” and arrangement of such Content, contained on the Site is owned, controlled or licensed by or to Alto-Hartley, and is protected by trade dress, copyright, patent and trademark laws, and various other intellectual property rights and unfair competition laws.

Except as expressly provided in these Terms of Use, no part of the Site and no Content may be copied, reproduced, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted or distributed in any way (including “mirroring”) to any other computer, server, web site or other medium for publication or distribution or for any commercial enterprise, without Alto-Hartley’s express prior written consent.

All product descriptions provided on the website are written to the best of our knowledge. Vendors often discontinue items, or change the specs without informing their vendors. Alto-Hartley routinely goes through and validates information, but is not responsible if a vendor changes such information. The same applies for vendor provided spec sheets. We do not guarantee the unconditional accuracy of the spec sheets or product information.

Alto-Hartley may make changes to any products or services offered on the Site, or to the applicable prices for any such products or services, at any time, without notice. The materials on the Site with respect to products and services may be out of date, and Alto-Hartley makes no commitment to update the materials on the Site with respect to such products and services.

Alto-Hartley strives to maintain 100% up time on their servers. In the event of any technical difficulties, Alto-Hartley assumes no responsibility for orders that are not processed.


Alto-Hartley reserves the right to cancel orders or refuse service at their own discretion if Alto-Hartley feels that the customer is going to be using the products in harmful or illicit activities.


All merchandise is sold as is and sold with the manufacturer’s warranty only.


Many of our products offer custom options for gas type, color, and sizes. Prior to completing your order, we encourage you to review all details carefully. Products with custom specifications cannot be changed, modified, or canceled once the order has been sent to production.


Alto-Hartley accepts Visa, MasterCard, American Express, and Discover cards.

For alternate payments, such as wire transfer, cashier’s check, corporate checks, or PayPal please contact our customer service at sales@altohartley.com  to discuss payment options.


If your order is being placed on behalf of a tax-exempt organization within the Commonwealth of Virginia, please call our customer support team at Support at 1-703-883-1448. Be prepared to provide proof of state tax-exempt status for Virginia. The organization or individual name on the order must exactly match the state tax-exempt certificate.


Alto-Hartley tries to offer you competitive prices on current products. If you see a lower price on an identical product, contact our sales team at 703-883-1448 and we will try to match the price. Alto-Hartley reserves the right to change the prices for products displayed at any time.


Alto-Hartley makes every effort to ship your product according to the estimated lead times provided by Alto-Hartley at checkout. The estimated lead times are in business days (Monday through Friday) excluding Federal holidays. Lead times will begin the following business day for orders placed after 2 p.m. EST. Lead times are for items being shipped from our warehouse location in Alexandria, Virginia. Items that are shipped directly from the manufacturer are subject to their lead times.

Although every effort is made to ship your order per the lead time provided, shipping dates may change due to changes in supply. If the lead time changes, Alto-Hartley will contact you via email and provide a revised shipping estimate.


All items sold by Alto-Hartley are sold AS-IS and carry the manufacturer’s warranty. They are subject to the manufacturers terms and conditions.


Alto-Hartley reserves the right, at its sole discretion, to change, modify, add or remove portions of these Terms of Use, at any time. It is your responsibility to check these Terms of Use periodically for changes. Your continued use of the www.Altohartley.com following the posting of changes will mean that you accept and agree to the changes. As long as you comply with these Terms of Use, Alto-Hartley grants you a personal, non-exclusive, non-transferable, limited privilege to enter and use the Site.

Each of these policies may be changed from time to time and are effective immediately upon posting such changes on the Site.


Certain features or services offered on or through the Site may require you to open an account (including setting up an Alto-Hartley ID and password). You are entirely responsible for maintaining the confidentiality of your account information, including your password, and for all activity that occurs under your account. You agree to notify Alto-Hartley immediately of any unauthorized use of your account or password, or any other breach of security. However, you may be held liable for losses incurred by Alto-Hartley or any other user of or visitor to the Site due to someone else using your Alto-Hartley ID, password or account.

Alto-Hartley reserves the right to do any of the following, at any time, without notice: (1) to modify, suspend or terminate operation of or access to the Site, or any portion of the Site, for any reason; (2) to modify or change the Site, or any portion of the Site, and any applicable policies or terms; and (3) to interrupt the operation of the Site, or any portion of the Site, as necessary to perform routine or non-routine maintenance, error correction, or other changes.


Alto-Hartley is not responsible for pricing or typographical errors.

Alto-Hartley reserves the right to change the terms and conditions of sale at altohartley.com at any time.

All sales at altohartley.com are governed by Virginia law, without giving effect to its conflict of law provisions.


Except where prohibited by law, in no event will Alto-Hartley be liable to you for any indirect, consequential, exemplary, incidental or punitive damages, including lost profits, even if Alto-Hartley has been advised of the possibility of such damages.


Shipping Information

Our facility and warehouse in VA helps us stock many of our most popular items for the fastest shipping possible. For larger pieces of equipment and specialty items, we maintain solid relationships with our manufacturers to get them shipped fast.

If you’re under pressure and you need something now, please call us at 703-883-1448 to talk about your shipping options. We’ll do our best to help! Otherwise, check below for more detailed information on our shipping policies and methods.


Orders placed on the weekend or on a holiday will begin payment processing the next business day.

Orders for in-stock items that are eligible for same-day shipping must be received before 12:00 p.m. EST. Orders placed on the weekend or on a holiday will begin payment processing the next business day. Unanticipated changes in supply can affect product availability.

Some of our products are shipped directly from our vendors. Overnight shipping may not be available on products shipped from vendor locations.

If you have any questions about our shipping policies, please feel free to contact us at 703-883-1448


Alto-Hartley will ship all orders via UPS as long as they meet the weight and dimensional requirements set forth by the previously mentioned shipping companies. For orders that exceed these physical requirements set forth by UPS, FedEx, and the USPS, Alto-Hartley will ship via common carrier. Alto-Hartley sells and ships products only within the continental United States, Alaska, and Hawaii. No shipments can be made to APO or FPO addresses, United States territories, or addresses outside the United States without approval. For any international shipments except for Canada, a freight forwarder must be chosen by the customer, and we will ship to their location. Alto-Hartley Company reserves the right to change or discontinue free shipping. For orders being shipped to Alaska, Hawaii, please call 703-883-1448 for a shipping quote.  For orders being shipped internationally, we use an outside shipping service Bongo International.  All shipping quotes can be obtained directly in our shopping cart by selecting the delivery country.

All merchandise is shipped FOB Alexandria, VA or from the manufacturers facility based on availability and proximity to the final destination. Shipping times indicated on for each product are based on our inventory levels, or estimated shipping time as indicated by the manufacturer. Actual shipping times may vary. If Alto-Hartley Company becomes aware of a delay in your order, we will notify you via email. To expedite your order of multiple items, shipments may originate from different warehouses creating multiple deliveries. Orders can be canceled up until the point of shipment.

Premium shipping services are available at extra costs.


Prior to signing the delivery receipt (or bill of lading), and prior the driver departing you should:

  1. Verify the number of cartons is correct.
  2. Unpack, open and thoroughly inspect your shipment for any damage.
  3. If your order contains refrigeration, and there is an oil or wet spot on the inside of the packaging, REFUSE THE SHIPMENT and note the reason why. It is a good indication that the item has been shipped on its side and or dropped
  4. If there is ANY damage or shortages that are discovered, make notations on each copy of the freight bill describing the damage or shortage in detail.

It is the customer’s right to refuse any shipment that shows signs of damage or shortage at the time of delivery.

A signature on the delivery receipt is an acknowledgement that the shipment was received in good condition and without damage or shortage.

If the driver demands to leave before your entire shipment has been inspected, note that on delivery receipt (near your signature) that the driver would not allow for inspection.

If you have questions during delivery, please call Customer Service at 703-883-1448 M-F 8:00 am – 6:00 PM EST.

If concealed damage is discovered:

Save all shipping cartons and packing materials.

Immediately request an inspection by the carrier and file a freight claim.

If packing materials are not saved, your opportunity to recover damages will be restricted. Failure to follow any of the above-mentioned guidelines will also restrict your ability to return merchandise or file a claim for damages.

The freight carrier is responsible for loss or damage and all claims are processed thru them

All shortages or damaged deliveries must be telephoned to Alto-Hartley within 2 days of receipt of shipment. Alto-Hartley cannot be held responsible for damaged merchandise that is signed for as free and clear of damage.  After 7 days, a carrier will deny all concealed damage claims.


The freight carrier is responsible for loss or damage to all goods. By signing the freight bill clean, you acknowledge that the items and articles being delivered were properly packaged and are in good physical condition. If there are ANY hints of possible damage, it must be noted on the freight bill.

Common carriers’ responsibility is to bring all merchandise to the end of the truck for the customer to unload. They may or may not help bring the merchandise inside the building. Inside delivery and lift gate services are available at a premium.


If a freight company attempts a delivery, and is unable to due to reasons that are under the customers control, redelivery fees may apply.


If a delivery address changes once an item has been shipped, additional fees may be charged from the freight companies. This is called reconsignment.


If an order is canceled after delivery or you refuses delivery of goods for reasons other than damage, you will be responsible for round trip freight of the merchandise plus any restocking and applicable storage and restocking fees.


All packages from Alto-Hartley or their vendors contain valuable merchandise. If nobody will be at the shipping address to accept delivery of your product, you should consider shipping the item to an address where someone you trust will be available to sign for your package. Please note that we are not able to adjust the shipping address once a package has left Alto-Hartley’s warehouse. Title and risk of loss to all products will pass to you on delivery.


Returns & Exchanges


At Alto-Hartley, we understand that you may feel that the item delivered is not exactly what you wanted. If you are not satisfied with your purchase from us, please call 1-703-883-1448 for a Return Merchandise Authorization (RMA) request within 14 days of the receipt of the product.

Claims for missing items or items damaged in transit must be received within 1 business day of receipt of merchandise.

Upon return to our warehouse, the item will go under an inspection to make sure that it has not been used and is in new condition. If the item is returned unopened in the original box, we will exchange it or offer you a refund based on your original method of payment. Refunds, credits, or replacements will be issued based on inspection.

The product must be returned to the Alto-Hartley warehouse within 14 business days of the issuance of the RMA. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product. For unopened merchandise, particularly items not stocked, there may be a restocking fee of up to 25%. Returns of specialty ordered items will be subject to the manufacturer’s return policy.

An open box fee of up to 25% will be assessed on any opened merchandise. In all cases, however, outgoing and return freight costs will be the responsibility of the customer.

If you discover what you believe is a product defect on any appliance or equipment, please contact the manufacturer directly for information regarding the manufacturer’s warranty.

Unfortunately, the following items may not be returned under any circumstance: furniture, custom equipment, any item not in its original packaging, or any item missing a UPC code or serial number.


Obtain a RMA number by calling our customer service team at 703-883-1448

Place the original package in a shipping carton

Please do not place stickers or shipping labels on the original manufacturers package

The RMA number must be clearly written on the outer box. If you received a label via email, print and tape the label to the carton

Ship via insured ground service with a tracking number. Return shipping charges are the responsibility of the customer.

Make sure to pack the return well. Alto-Hartley is not responsible for lost or damaged packages.

Send pre-authorized returns to the location as indicated on the RMA.


All returned or exchanged items must be in new condition, in their original packaging, and must include all packing material, blank warranty cards, manuals and all accessories.

RMA numbers are valid for 14 days.

Alto-Hartley is not responsible for consequential or incidental damage resulting from the sale or use of any merchandise bought from us. Alto-Hartley is responsible for the monetary value of the merchandise only. Items that are being returned to the manufacturer will have a restocking fee based on that manufacturer’s policy.

Items being returned to Alto-Hartley will incur a restocking fee – Restock fees for items that were drop shipped from the manufacturer will be subject to the manufacturers restock terms and conditions.

There are no refunds on special ordered merchandise, furniture, items not in original packaging, or any item missing a UPC code or serial number.