GENERAL INFORMATION:
1. What products do you offer?
Prime USA Scales offers a wide range of industrial and commercial scales, including truck scales, floor scales, axle scales, bench scales, balances, and pallet jack scales. We also provide specialized solutions like coin counting scales, drum scales, aircraft scales, and pallet wrappers with built-in scales. Our products are designed for accuracy, durability, and ease of use across various industries.
2. How do I place an order?
To place an order, you can visit our website, call us at 800-917-7205, text us at 702-970-4414, email us at sales@primeusascales.com, or use the live chat feature on our website. We’re here to assist you through any of these convenient options.
3. Can I modify or cancel my order after it has been placed?
Yes, you can modify your product selection, cancel your order, or update the shipping address before the order is dispatched. Please reach out to us as soon as possible, and we’ll be happy to accommodate your request.
4. Do you offer bulk discounts or special pricing for large orders?
Yes, we offer bulk discounts and special pricing for large orders, including resale opportunities. For more details, please contact us at admin@primeusascales.com.
5. What payment methods do you accept?
We accept all major credit cards, PayPal, Venmo, ACH payments, wire transfers, company checks, apple pay, google pay, and NET terms for approved customers.
6. Where are your products manufactured?
Our products are sourced from various locations around the world, including the USA, Canada, Mexico, Germany, Poland, Taiwan, China, and many other regions. If you have a preferred manufacturing location, please contact our sales team for a quote tailored to your specific region. We’re here to ensure you receive the right product that meets your needs. You can reach us via phone 800-917-7205, email sales@primeusascales.com, text 702-970-4414, or live chat on our website.
SHIPPING & DELIVERY:
1. How long does shipping take?
Most items ship via UPS, FedEx, or USPS, with free ground shipping. Depending on your location, delivery typically is estimated between 1 to 5 business days. For items shipping from the West Coast, expect delivery in 2 to 3 business days; for Central locations, 3 to 4 business days; and for the East Coast, 4 to 5 business days. Larger and heavier items will ship via LTL freight, with estimated delivery times of 2 to 3 business days for the West Coast, 3 to 4 business days for Central locations, and 5 to 7 business days for the East Coast.
2. Do you offer expedited shipping?
Yes, we offer expedited shipping options, including 1-day, 2-day, and 3-day guaranteed delivery. To request expedited shipping, you can contact us via phone at 800-917-7205, email us at sales@primeusascales.com, text us at 702-970-4414, or use our live chat feature on the website.
3. How can I track my order?
All tracking numbers will be sent to you via email. If you need to request a tracking number, you can email us at shipping@primeusascales.com, text 702-970-4414, use our live chat on the website, or call our office at 800-917-7205.
4. What are the shipping costs?
We offer free shipping to the continental US 48 states for all UPS, FedEx, USPS, and LTL freight shipments. For larger shipments via LTL freight, a forklift or loading dock is required to unload the shipment. If you need special shipping services, such as delivery appointments, liftgate service, or delivery to rural areas, please contact us prior to placing your order to ensure smooth delivery. You can reach us by phone at 800-917-7205, email us at sales@primeusascales.com, text 702-970-4414, or use our live chat on the website.
5. Do you ship internationally?
Currently, Prime USA Scales only ships internationally to Canada and Mexico. For other locations, we can ship to freight forwarders and collaborate with your shipping carriers to facilitate overseas delivery. If you have any questions about international shipping, please reach out to us at shipping@primeusascales.com.
RETURNS & EXCHANGES
1. What is your return policy?
We offer a 30-day return policy from the date of purchase. If your product is defective or arrives dead on arrival, Prime USA Scales will either issue a full refund, including shipping costs, or provide a replacement—whichever you prefer. For non-defective returns, a restocking fee of 10-20% may apply, along with return shipping costs, depending on the returned product condition. After 30 days, any concerns will be handled under the manufacturer’s warranty. To initiate a return, please contact us at returns@primeusascales.com with your order number and receipt to receive an RMA and expedite the process.
2. How do I initiate a return or exchange?
To initiate a return or exchange, please contact us at returns@primeusascales.com. Be sure to include your order number and a copy of your receipt. We will provide you with an RMA (Return Merchandise Authorization) number and further instructions to expedite the process.
3. How long does it take to process a refund?
Once we receive your returned item and it passes inspection, we typically process refunds within 1 to 3 business days. The time it takes for the refund to appear in your account may vary depending on your payment method or financial institution. To check the status of your return, please email us at returns@primeusascales.com.
4. What if my product arrives damaged or defective?
If your product arrives damaged or defective, please contact us immediately at support@primeusascales.com or call us at 800-917-7205. We will work with you to arrange a prompt replacement or a full refund, including shipping costs. Please retain all packaging and documentation, as it may be required for the return process.
CUSTOMER SUPPORT:
1. How can I contact customer support for additional help?
You can reach our customer support team for additional help by calling us at 800-917-7205, emailing support@primeusascales.com, texting us at 702-970-4414, or using the live chat feature on our website. We’re here to assist you with any questions or concerns you may have.
PRODUCT INFORMATION:
1. Do you offer product customization?
Absolutely! Prime USA Scales, a division of USA Measurements, is a U.S. manufacturer specializing in creating custom scales to meet your specific design requirements. We offer manufacturing in mild steel, carbon steel, aluminum, and stainless steel, suitable for all types of scales. With a range of capacity and accuracy options, we can cater to various applications. Additionally, we provide a wide array of customization features, including custom software, apps, Ethernet, Wi-Fi, 4-20mA output, Bluetooth, relay output, and many other modifications to suit your needs.
2. How do I choose the right product for my needs?
To ensure you choose the right scale for your needs, we highly recommend contacting our team to speak with a scale expert. You can reach us by phone at 800-917-7205 or email us at sales@primeusascales.com. Our experts are here to provide 5-star customer service and help you select the perfect scale for your specific application, ensuring you are completely satisfied with your purchase.
3. Where can I find user manuals or product guides?
Most user manuals and product guides can be found online through our website. If you need further assistance, you can request them via email at support@primeusascales.com, through our live chat, or by texting us at 702-970-4414.
4. What do terms like NTEP approved, Legal for Trade, COC, and NIST mean in relation to scales?
These terms are critical for understanding the compliance and standards associated with weighing scales, particularly in commercial and industrial settings:
- NTEP Approved:The National Type Evaluation Program (NTEP) certifies that a scale complies with the standards established by the National Conference on Weights and Measures (NCWM) in the United States. NTEP-approved scales undergo rigorous testing to ensure their accuracy and reliability, making them suitable for commercial transactions where products are bought or sold by weight. This certification means the scales can be legally used in commercial settings for weight-based transactions.
- Legal for Trade: A scale labeled as "Legal for Trade" means it meets the specific regulations required for commercial use, ensuring accuracy in transactions where the weight determines the price. These scales are typically NTEP approved and are necessary in industries like food sales, shipping, and manufacturing.
- COC (Certificate of Conformance): A COC is a document issued by the NTEP certifying that the scale has passed all necessary evaluations and tests. It confirms that the scale is compliant with the standards required for legal trade.
- NIST (National Institute of Standards and Technology): NIST provides guidelines and standards for weights and measures in the United States. Scales that adhere to NIST standards are calibrated according to national benchmarks, ensuring precise measurements.
By understanding these terms, you can be confident that your scale is accurate, adheres to industry regulations, and is appropriate for commercial use. If you have any technical questions, our experts are available to assist you. Feel free to reach out by phone at 800-917-7205 or via email at sales@primeusascales.com.
5. Are there any warranties or guarantees on your products?
At Prime USA Scales, a division of USA Measurements, we are dedicated to delivering high-quality products and exceptional customer satisfaction. Co-founder Fred Herrmann stands behind our commitment with the following warranty and guarantee:
All products manufactured from Prime USA Scales, a division of USA Measurements, come with a 5-year warranty on the steel frame and a 2-year warranty on electronics, starting from the date of purchase. This warranty covers any defects in material or workmanship under normal use. If a defect arises and a valid claim is received within the warranty period, we will:
- Repair the product at no charge using new or refurbished replacement parts.
- Replace the product with a new or functionally equivalent item.
- Issue a refund for the purchase price at our discretion.
The warranty does not cover:
- Damage caused by misuse, abuse, neglect, or improper maintenance.
- Damage caused by accidents, fire, liquid, or acts of God.
- Unauthorized modifications or repairs made to the product.
- Normal wear and tear (e.g., scratches, discoloration, fading, etc.).
To make a warranty claim, please follow these steps:
- Contact Us: Reach out to our customer support team at support@primeusascales.com with your order number and a description of the issue. Sending pictures and videos will expedite this process.
- Provide Proof of Purchase: Ensure you have a valid receipt or proof of purchase.
- Return the Product: If requested, return the product to 3915 W Hacienda Ave Suite A117 Las Vegas, NV 89118. Please note that you are responsible for shipping costs unless otherwise stated. A refund will not be issued without an RMA number, so please contact us to obtain one.
- Processing Time: Once we receive the product, we will inspect it and notify you of the approval or rejection of your claim. This process typically takes 2 business days.
Fred Herrmann believes in the quality of our products and wants you to be completely satisfied with your purchase. If you are not satisfied within 30 days of receiving your order, we offer a hassle-free return or exchange policy. Simply return the product in its original condition, not used, and we will refund your purchase or exchange it for another item of equal value. Prime USA Scales cannot take returns on heavily used or products damaged by customer use.
Limitations and Exclusions
- This warranty is valid only for products purchased directly from Prime USA Scales, a division of USA Measurements. Products purchased from distributors are covered by the manufacturer's warranty, not by Prime USA Scales.
- The warranty is non-transferable and applies only to the original purchaser.
- Prime USA Scales reserves the right to amend this policy at any time without prior notice.
INSTALLATION & SET-UP:
1. Do you offer installation services for your scales?
Yes, we offer installation services in 75 of the largest U.S. cities. Our technicians are available to perform setup, training, onsite calibration, as well as future services and repairs as needed. For a quote, please contact our office via phone at 800-917-7205, text us at 702-970-4414, use the live chat on our website, or email us at sales@primeusascales.com.
2. Are there any set-up instructions or videos available?
Yes, we provide setup instructions and videos for many of our products. You can find these resources on our website or request them via email at support@primeusascales.com. If you need further assistance, feel free to reach out to our customer support team.
MAINTENANCE & CALIBRATION:
1. How often should I calibrate my scale?
The frequency of calibration depends on how often the scale is used and the level of accuracy required for your application. Generally, it's recommended to calibrate your scale at least once a year. However, in high-precision environments or heavy-use situations, more frequent calibration may be necessary. We offer calibration services in 75 different locations across the U.S. For a quote or to schedule a service, please call us at 800-917-7205, email us at sales@primeusascales.com, text 702-970-4414, or use our live chat feature on the website.
2. Do you offer calibration services?
Yes, we offer professional calibration services in 75 different locations across the U.S. Our technicians can ensure your scales are accurately calibrated to meet your specific needs. For a quote or to schedule a service, please contact us via phone at 800-917-7205, email us at sales@primeusascales.com, text 702-970-4414, or use the live chat feature on our website.
SUMMARY:
At Prime USA Scales, we are committed to providing 5-star customer service and ensuring every customer is 100% satisfied with their experience. Whether you need assistance with placing an order, have questions about our products, or require support after your purchase, our dedicated team is here to help.
CONTACT US:
- Phone: 800-917-7205 for immediate assistance.
- Email: sales@primeusascales.com for any inquiries or support needs.
- Live Chat: Use the live chat feature on our website for quick and convenient help.
- Text: 702-970-4414, and our team will respond promptly.
Your satisfaction is our top priority, and we’re here to ensure you have the best experience with Prime USA Scales. Don’t hesitate to reach out—we’re here for you every step of the way.