Terms

Smoky Lake Maple Products, LLC reserves the right to update/clarify/edit these terms at any time. The below terms apply to customers and sales from this website only and do NOT necessarily apply to EBAY, Amazon, Walmart, Facebook Marketplace, Craigslist, or any other alternate sales channel.

The terms on this page are for regular retail customers. Dealers and affiliates should refer to their respective partnership agreements. Additional conditions for EBAY, Walmart, Amazon and Craigslist customers are located at the bottom of this page.

SALES TAX: According to IRS Publication 201, Section C, customers from Wisconsin MUST pay sales tax UNLESS they send us a valid sales tax exemption form. Sales tax rate is based on the location in which you take ownership of your order. (ie. your shipping address)

TABLE OF CONTENTS

FREE SHIPPING TERMS OVERVIEW

This section offers a general overview of our shipping terms. For more detailed information that is specific to either Freight or Non-Freight (AKA “regular”) orders, please reference those respective sections lower down on this page.

Carriers

To remain within the parameters of FREE SHIPPING, Smoky Lake reserves the right to choose the carrier and to schedule the delivery. Our carrier choices are based on a wide array of parameters such as the destination location, as well as the carrier’s availability / specialty / insurance / track record for safety, and other parameters. We consider all these factors in order to ensure the best possible outcome for our customers.

If you have a tight timeline or other shipping restrictions, please inform us in writing up front and we will do our best to accommodate you. Requests such as this may influence the carrier we choose.

Locations

Sorry! We can NOT provide free shipping to Hawaii, Alaska, nor any other address outside the continental United States.

Each of the various options for freight shipments have their own location requirements/parameters as described in the freight section of this page.

For any shipment that falls outside the parameters of our free shipping parameters, we will collect payment for the discounted shipping cost in a separate transaction once we have the shipping quote available. I’m sorry our website does not know how to calculate discounted shipping costs ahead of time.

To avoid any international shipping charge, some Canadian customers have their order shipped to the border for free and then they carry the equipment across the border themselves. You will just need to provide a valid US address — such as a UPS Store — and we will provide the free delivery to your specified location.

Sorry, we cannot accept a PO Box as a shipping address because most of our carriers are not able to deliver to a PO Box.

Applicable Products

There are only a few exceptions of products whose prices do not include free shipping. (Example = Pallet quantities of glass bottles). These products are clearly called out on the website. In cases in which extra shipping must be charged, we will collect payment for shipping in a separate transaction once we have a discounted shipping quote available.

Changing the Destination

If you request/require us to cancel or reroute your shipment after it has been scheduled or picked up, you will be responsible for any/all fees associated with making those changes. The fee will vary from carrier to carrier. Please understand that after a package has left our hands, we cannot guarantee that a re-route is possible, but we will do what we can to help.

Undeliverable Packages

If a shipment is undeliverable and/or if a shipment is returned to us, the customer is responsible for any/all fees associated with that shipment. The customer may choose to be refunded for the order minus our cost for shipping, OR they may cover the cost of re-shipment to a new, valid shipping address.

Signing for Packages

In some cases, the carrier will require a signature from the recipient. Signatures apply to ALL freight shipments as well as FedEx shipments that have high insurance value declared. If the carrier requires a signature, but you are not available to sign, the carrier may hold your package temporarily at their facility and you will need to pick it up. If you do not pick it up within their required allotment of time, the package will be labeled as undeliverable. In that case, you would still be responsible for all of the costs we had incurred to ship the package to you and to return ship if applicable.

Expedited Shipping

We’ll do what we can! If we are indeed able to send your package via expedited shipping, please understand that this would fall outside the parameters of free shipping and we will need to charge a shipping fee.

Unfortunately, there are certain times of the year that expedited/overnight shipping is not an option. During our busy season, all customers seem to express an equal level of urgency, and we can also become very overloaded. In these cases, we want to be fair to all other customers who are already in the waiting in our order queue.

CONTINUE BELOW FOR MORE IMPORTANT INFORMATION:

FREIGHT ORDERS NON-FREIGHT ORDERS


FREIGHT ORDERS

Generally speaking, freight refers to anything larger than a 2 x 4 Flat Pan, or larger than a Full Pint Hybrid Pan.

Who are Smoky Lake’s Freight Carriers?

Freight shipments will be scheduled within our white glove carrier network whenever possible. Alternatively, Smoky Lake also works with commercial carriers such as Dayton Freight, USF Holland, UPS Freight, etc.

Please understand that freight carriers are NOT Smoky Lake employees. They will not be able to set up your equipment nor answer equipment-related questions.

Parameters for FREE Freight Delivery

For the Free Freight shipping offer, we offer THREE options. Below, we outline the benefits and considerations for each option and the logistical requirements of each:

      1. White Glove Carrier Network (Preferred Option)

        BENEFITS: This is the safest way to ship freight, and allows us to provide a much more personal experience. Hence, this is always our preferred method of delivery. These drivers specialize in carrying maple equipment and they bend over backwards to accommodate our customers whenever possible. These drivers are great about calling ahead of time and keeping you informed as they make their way through their route (assuming cell reception is available). They are also happy to accommodate residential delivery whenever logistically possible. (See WHITE GLOVE CARRIER REQUIREMENTS below)

        CONSIDERATIONS: White glove carrier routes are limited. You may need to be patient while we plan and schedule a route through your particular area. Also, white glove carriers go from house to house to house, moving as swiftly as possible. Hence, they do not have the luxury of scheduling very specific appointment times with you. They will give you their best estimate regarding their arrival time and they will keep you posted as they travel.

        WHITE GLOVE CARRIER REQUIREMENTS: Please be kind and flexible. Remember, these drivers are doing everything they can to accommodate your wishes. These drivers are often towing large trailers or driving semi trucks. Due to the realities of maneuvering these larger rigs, your delivery address MUST meet the below criteria to ensure smooth delivery.  :

        • Street and/or driveway must allow a semi trailer to pass and TURN AROUND fully and easily.
        • Streets must be suitable / safe to drive a heavy semi trailer upon. For example, bumpy gravel roads and pot holes are notorious for damaging trailers and the cargo within them.
        • Alert the driver if there is any nearby road construction/closures, bridges with low clearance, steep hills or any other obstacle. Remember, that the driver does not know your area as well as you do. Make sure they are on the best route to find you efficiently and safely!
        • Some locations — such as the state of New York — do not allow semi traffic on residential streets. Please provide a commercial address or alternate drop point that offers easy access for a semi trailer. Speaking from experience, it’s no fun when our drivers get pulled over and receive fines.
        • Some locations — such as New Jersey and Long Island — have such a high volume of tolls and other obstacles that our white glove carriers typically decline to travel to these areas. If you are in an area such as this, we have more options below.
      2. Common Carrier

        BENEFITS: Common Carriers can sometimes reach locations that our white glove carrier routes cannot. They also have more regularly timed routes. You will receive a tracking number. Equipment is palletized.

        CONSIDERATIONS: We can do non-rural commercial addresses with this option, but NOT residential. (See COMMON CARRIER REQUIREMENTS below). Often with a common carrier, the pallets are transferred to several different trucks before reaching the destination. For the safety of your equipment, we will do our best to limit the amount of handling and find a carrier with most direct route.

        COMMON CARRIER REQUIREMENTS:

        • NON-RURAL, COMMERCIAL ADDRESS: Farms typically do NOT fit this parameter, unfortunately. Trust us, we’ve tried this many times! The freight carrier has the last say in whether or not an address is “commercial” according to their own definition.
        • OPEN, EASY ACCESS: Common freight carriers will consider a gated facility or a school to be “limited access” for example. We need to remove any barriers to allow these carriers to get in and out quickly.
        • LOADING DOCK AND/OR FORKLIFT PREFERRED: This allows freight to be pulled off the semi much more smoothly.
        • See “How to Receive Freight” and other information below.
      3. Freight Terminal Pick Up

        BENEFITS: This is great for folks whose delivery address does not work for White Glove Carriers nor Common Carriers. Work with the terminal to schedule a pick up time that works best for you.

        CONSIDERATIONS: Terminals can not hold your equipment for extended periods of time. If you do not pick up your order in a timely fashion, they may need to charge a storage fee OR send the pallet back to Smoky Lake. (Requirements vary by carrier.)

        FREIGHT TERMINAL REQUIREMENTS:

        • We will give you all the contact information for the terminal, as well as tracking number. Please work directly with the terminal to arrange a pick up time.
        • Please make sure your truck/trailer is large enough to transport your equipment safely before arriving at the terminal.
        • Bring tie-downs and moving blankets/tarps so that you can move your equipment safely. If applicable, bring your own drill and hooks to secure attachment points within your trailer. We also recommend bringing head lamps to make it easier to load inside of a dark, enclosed trailer.
        • If using an open trailer, it is often wise to check the weather report before pick up.
        • See “How to Receive Freight” and other information below.
      4. If All Else Fails…

        If you would like to work outside the parameters of our free shipping options (options 1 – 3 above), please let us know and we’ll work to find some alternate solutions. Once we find the best option for your situation, we will provide you with a discounted shipping quote. We will collect payment before your order is shipped.

How to Receive Freight

FREIGHT SHIPMENTS MUST BE INSPECTED BEFORE YOU SIGN FOR THE SHIPMENT. Yes, the carrier can wait while you inspect. When you sign your name on the freight carrier’s delivery slip you are stating that the freight has arrived in perfect condition, and you are releasing the freight carrier of any liability. Smoky Lake Maple Products, LLC will be unable to recover any insurance money or offer any replacements or discounts if you sign without noting any damages on the delivery slip. If there are issues with a freight shipment, please contact Jim Schumacher at (920) 202-4500. If your product is damaged in shipping, make sure the damage is noted in detail on the delivery slip and then contact us IMMEDIATELY with photos of the damage.

At the time of delivery, it may be handy to either have a forklift and/or 2 – 4 strong adults to receive the equipment from the semi. The driver will not be able to remove your order from their truck by themselves. You must be there. If you have a large order such as a full evaporator, we recommend that you break down the shipment to make handling easier. For example, unload the hood first, the pan second, then the stack pipe, etc rather than unloading the entire pallet at once.

Timing

The timing of a freight delivery is dependent on many factors: Smoky Lake work loads, production time, inventory, carrier availability, bad weather and other acts of God. Please see our current Production Lead times. We will contact you when logistics have been determined for your specific order.

Limited Access

Upon delivery, if a driver determines that your location is too small or restricted for their vehicle/trailer, the driver may need you to receive your delivery in an alternate location. Please understand that this is not the fault of the driver nor Smoky Lake. Some deliveries can be logistically challenging for a large vehicle/trailer.

Testimonials Related to Freight Shipping

Whether your shipment goes without a hitch or you think something could be improved, do not hesitate to contact Angela directly at angela@smokylakemaple.com to share. This helps us determine the right carriers for future deliveries and it also helps us understand each carrier’s strengths/weaknesses.

If you would like to leave a formal, public testimonial about your freight shipment — whether good or bad — please review the actual carrier directly rather than rating Smoky Lake for the delivery. That way, that company will hear your voice and Smoky Lake will not be rated for a service it did not perform.


NON-FREIGHT (REGULAR) ORDERS

In this section, “Regular Orders” refers to orders which are NOT FREIGHT. If you have purchased a larger/heavier item (ie. a pan larger than a 2 x 4 flat pan), then please see the FREIGHT ORDERS section.

Regular Shipping Carriers

Our regular shipping carriers are typically USPS Priority Mail, FedEx Ground and SpeeDee Delivery. The carrier is determined based on many factors such as the destination address and the size/weight of the package.

Tracking Numbers

When your order has shipped, you will receive an automated email containing the tracking number (when applicable) as well as the name of the carrier. If your order has been split into multiple shipments, tracking numbers may appear in separate emails. If you have not received a tracking number within the expected lead time, please first check your email SPAM folder. If you still need help, do not hesitate to contact us.

Backorders

Smoky Lake strives to maintain a super fast turnaround on all in-stock products which fall within the “regular shipping” category. However, our handcrafted equipment is often made to order. Hence, many products do require a lead time for production.

Generally speaking, it is our standard process to complete/gather an entire order and ship it all out at the same time. This strategy has helped us reduce the potential for shipping errors and confusion. That being said, if you prefer a split shipment – to receive the available products ahead of any delayed products – please email our shipping department.

If you are unable to wait for a backordered product, please see our cancellations page for more information.

Damage

If a product is damaged in shipping, you MUST contact us – angela@smokylakemaple.com – IMMEDIATELY with photos of the damaged product as well as a photo of the packaging. DO NOT wait a month or more to contact us.

It is understood that the packaging may not always appear damaged on the outside. Still, we will need a photo of it in order to file our damage claim with the carrier.

Failure to provide images and other information limits our ability to exchange or refund. Please help us help you! Also note that some carriers may want to pick up the damaged product for inspection. Because of this, do not discard damaged goods or packaging until you are given the “all clear”.


DISCOUNTS FOR LOCAL PICK UP

Discounts for local pick up may be granted according to the below table for any eligible retail sale. Local pick up means that the retail customer would pick up their equipment at our headquarters in Hilbert, Wisconsin at a scheduled time. Please inquire at pick up to trigger discounts.

PRODUCTS WITH PICK UP DISCOUNTS Discount Amount
PANS Flat Pans and Divided Pans (Non-Freight) $25.00 USD
Flat Pans and Divided Pans (Freight) $50.00 USD
Full Pint Hybrid OR
Dauntless Drop Flue Pan Set
$100.00 USD
Hybrid Pan (larger than Full Pint) $225.00 USD
High Output Pan Sets $225.00 USD
FULL EVAPORATORS StarCat OR Dauntless Evaporators Free Brick Kit
Corsair/Silverplate with Flat/Divided/Hybrid Pan $300.00 USD
Corsair/Silverplate with High Output Pan Set $400.00 USD
ARCHES StarCat/Dauntless Arch (w/o a pan) $35.00 USD OR 50% Off Brick Kit
Gas-Fired Finisher/Evaporator (w/o a pan) $40.00 USD
Corsair/Silverplate Arch (w/o a pan) $225.00 USD
OTHER Water-Jacketed Bottlers $25.00 USD
Complete Steam Bottlers $25.00 USD
Concentric Exhaust System (without evaporator) $40.00 USD
Water-Jacketed Draw-Off Tanks $40.00 USD
Filter Presses $75.00 USD
Auto-Refill Head Tank $100.00 USD
Plastic Spouts and Tubing Fittings Top tier of the bulk pricing discounts are applied to all individual 25-packs. (as marked in store)
Wind Resistant Bag Holders, 25-Pack Approx $10 off (As marked in store)
FULL CASE of any style Bottle Caps $60 off
Hood only (no pans) $50 off
Backflip Preheater only (no pans/hood) $30 off

CUSTOMER RETURNS

NOTE: This section covers approved, non-warranty returns.

Most standard equipment may be returned for a refund minus the cost of all shipping charges as long as it is returned in its original condition, in the original packaging, within 30 days of the purchase date. The customer is responsible for the proper packaging and returning of the product in original condition. Please speak with us PRIOR to making the return. In the return package, you MUST include a written explanation or email trail stating the reason for the return.

Ship all approved returns to Smoky Lake headquarters unless otherwise specified: 208 N 12th Street, Hilbert, WI 54129

If damage occurs during return shipment, Smoky Lake Maple Products, LLC can not be responsible and can not offer full refund. In this scenario, the customer would then need to work directly with the shipping company to file any shipping insurance claim to recoup their cost. It is recommended to insure your return package for this reason.

USED EQUIPMENT and CUSTOM EQUIPMENT is nonrefundable and nonreturnable. However, in certain select cases it may be possible to trade in your older Smoky Lake equipment for an upgrade. Contact us to discuss.

Hydrometer Terms: Due to their fragility, hydrometers are non-returnable and non-exchangeable. But have no fear, if a hydrometer is ever damaged in our shipping, simply email Angela (angela@smokylakemaple.com) photos of the damage, the hydrometer’s serial number and the packaging right away and we’ll get a replacement sent out to you. Smoky Lake stands behind the quality and craftsmanship of these hydrometers. In the rare instance of any type of quality concern, please contact us and we’ll get it resolved.


WARRANTY

We offer a lifetime limited warranty on the TIG welds of our equipment. This warrants our welds to be leak-free. We are so confident in our welding craftsmanship that these defects are very uncommon. However, our warranty does not cover any leak or tears caused by misuse (Such as: tearing welds due to excessive torque pressure), negligence or accidents caused by the purchaser including improper storing, cleaning, care and maintenance. (Such As: leaving cleaning agents or light acids in the unit too long or using improperly mixed cleaning agents).

If the product has been modified, altered or welded on by any other person other than those employed by Smoky Lake Maple Products, LLC the warranty will be null and void.

If you have been instructed to return a part that you have declared defective, you MUST return the defective part within two weeks of receiving this instruction. If you fail to do so, you will be billed full price for the replacement part.

To file a warranty claim, simply contact us at angela@smokylakemaple.com with clear photos or video of the issue. We will also need your order number, first and last name and shipping address. Based on the situation, we will either have you bring your unit to our headquarters for repair, or send you a return shipping label.

If you create your own return shipping label, Smoky Lake cannot guarantee full reimbursement of shipping cost. Mainly, this is because the total cost that the public pays for postage/shipping is often above and beyond the volume shipping discounts of commercial businesses. Please allow us to provide you with a shipping label.


MISTAKES IN SHIPPING

If we made a mistake in your shipment, we do apologize! We definitely want your order to be thorough and accurate and will work with you to resolve these issues as quickly as we are able.

We respectfully ask that you contact us within 30 days of shipment in the rare case that you encounter an issue with missing/inaccurate items. Failing to contact us within a 30-day window limits the options we can offer to resolve the issue. Please help us help you by notifying us right away! If there are any items missing from your order or if something wasn’t quite right, please let us know. Contact Angela at angela@smokylakemaple.com.


SALES FROM THIRD PARTY WEBSITES

Absolutely NO exchanges or refunds on EBAY/Craigslist/Amazon/Facebook Marketplace purchases. Also, Smoky Lake Maple gift certificates cannot be used on these third party websites. If there was an item missing from your EBAY/Craigslist/Amazon/Facebook Marketplace shipment, we must be notified IMMEDIATELY and the missing part will be fulfilled. If there is a manufacturing defect, we must be notified IMMEDIATELY and we will work with you to resolve the issue.