At Metro Supply Group, we want customers to order with confidence. Because many of our products are used in regulated infrastructure, utility, and construction environments, we follow strict return procedures to protect product integrity and project safety.
We offer a 30-day return period starting from the date your order is delivered.
To be eligible for return, items must be in new, unused, and uninstalled condition; free from damage, wear, markings, or field exposure; returned in the original packaging, including all parts, accessories, documentation, and manuals; and accompanied by a valid receipt or proof of purchase. Items showing signs of installation, use, modification, or damage may not be eligible for return.
To initiate a return, contact us within the 30-day window by email at help@metrosupplygroup.com. Once approved, we will issue a Return Merchandise Authorization (RMA) and provide return instructions. Returns sent without prior authorization will not be accepted.
Customers are responsible for all return shipping or freight costs. We strongly recommend using a trackable shipping method and purchasing shipping insurance. Metro Supply Group is not responsible for items lost or damaged during return transit. For freight or oversized items (LTL shipments), return shipping costs can be substantial. Please contact us before shipping to receive guidance or estimated carrier charges.
For safety, regulatory, and quality control reasons, the following items are non-returnable: custom-fabricated, made-to-order, or special-order products; items that have been installed, pressurized, connected, or placed into service; products exposed to water, chemicals, fuels, oils, or other fluids; electrical or electronic components that have been installed or energized; hazardous, flammable, or regulated materials; clearance or final-sale items; and gift cards. If you are unsure whether a product is eligible for return, please contact us before placing your order.
Orders may be cancelled only if the item has not yet shipped or before freight pickup has been scheduled. Once an order has shipped or entered carrier possession, it becomes subject to this Return & Refund Policy.
Please inspect all shipments immediately upon delivery. If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery, provide your order number, include clear photos of the product, the packaging, and any visible damage (required for freight claims), and retain all packaging materials until the claim is resolved. We will coordinate repair, replacement, or refund in accordance with carrier guidelines and Metro Supply Group procedures.
To ensure faster processing of exchanges, request an RMA for the original item and place a new order for the replacement item. This allows availability and pricing to be confirmed without delay.
Once we receive and inspect the returned item, you will be notified by email regarding approval or denial. Approved refunds will be issued to the original payment method within 10 business days, and a confirmation email will be sent once the refund is processed. If more than 15 business days have passed since approval and you have not received your refund, please contact us at help@metrosupplygroup.com.
Questions about returns, refunds, or product eligibility? We’re here to help.
Business Name: Metro Supply Group
Email: help@metrosupplygroup.com
Phone: (716) 777-0376
Customer Service Hours:
Monday - Friday 8:00 AM - 5:00PM Eastern
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