At Metro Supply Group, we are committed to delivering your materials safely, efficiently, and with full transparency. We partner with trusted carriers and U.S. manufacturers to ensure products arrive in proper condition and aligned with project requirements.
Order Confirmation
Once you place an order, your payment is pre-authorized and you will receive an order confirmation email.
Processing Time
Most in-stock orders are processed and prepared for shipment within 3–5 business days after confirmation, unless otherwise noted on the product page.
Transit Time
Standard parcel shipments typically arrive within 7–10 business days, depending on destination and carrier schedules.
Freight transit times vary based on distance, carrier routing, and delivery conditions.
Tracking Information
Once your order ships, we will email tracking details so you can monitor delivery progress.
If you have not received tracking information within 7 business days of placing your order, please contact us at help@metrosupplygroup.com.
Many Metro Supply Group products — including valves, pipe, fittings, castings, drainage structures, fire protection equipment, pallets, and crated materials — ship via LTL (Less-Than-Truckload) freight.
Please review the following requirements carefully:
Delivery Appointments
Freight carriers may contact you to schedule a delivery window.
Commercial vs. Residential Delivery
You must specify whether the delivery address is:
Commercial (with loading dock and/or forklift), or
Residential / limited access
Liftgate Service
If no dock or forklift is available, liftgate service may be required and may incur an additional carrier fee.
Inspection at Delivery
Before signing the delivery receipt, inspect all items carefully.
Note any visible damage or shortages directly on the Bill of Lading (BOL)
Take clear photos before signing
Concealed Damage
If concealed damage is discovered after delivery, notify us within 48 hours (and no later than 7 days) with photos and a copy of the signed BOL.
Rate Calculation
Shipping rates are calculated at checkout based on:
Product size and weight
Shipping method (parcel or freight)
Delivery address
Commercial vs. residential delivery
Additional Freight Fees
Accessorial charges may apply, including but not limited to:
Liftgate service
Limited or residential access
Inside delivery
Re-delivery or storage
Address changes (re-consignment)
If applicable, additional charges will be confirmed prior to dispatch.
Service Area
We currently ship within the contiguous United States (Lower 48 states) only.
We do not ship to Alaska, Hawaii, U.S. territories, P.O. boxes, or international destinations at this time.
Expedited shipping may be available for select products and destinations for an additional fee.
Please contact help@metrosupplygroup.com before placing your order to confirm availability and pricing.
If an item is backordered, we will notify you with an estimated ship date.
Orders containing multiple items may ship in separate shipments to reduce delays.
Separate tracking numbers will be provided for each shipment.
If a shipping delay occurs, we will notify you promptly with an updated delivery estimate.
Orders may be cancelled only if the item has not yet shipped.
Once an order has shipped (parcel or freight), cancellations are subject to our Return & Refund Policy.
If your shipment is lost or arrives damaged:
Note visible damage or shortages on the delivery receipt before signing
Take clear photos of packaging and product from multiple angles
Contact us within 48 hours (no later than 7 days) with:
Order number
Photos
Description of the issue
We will coordinate with the carrier to resolve the issue through repair, replacement, or refund, in accordance with carrier and Metro Supply Group policies.
Title and risk of loss transfer to the customer once the shipment is delivered to the address provided at checkout.
Please ensure someone is available to receive, inspect, and sign for deliveries at the scheduled time.
Address changes after dispatch, missed delivery appointments, or re-delivery requests may result in additional carrier charges billed to the customer.
We’re here to help.
Metro Supply Group
Phone: (716) 777-0376
Email: help@metrosupplygroup.com
Hours: Monday – Friday | 8:00 AM – 5:00 PM Eastern
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