FAQs

Do you charge sales tax?

No sales tax, except for California orders. We only charge sales tax for California orders. 

Is there any shipping charge?

All orders automatically enjoy free shipping.

For LTL freight shipments, free shipping covers delivery to a commercial address with a forklift or a loading dock. If you want the freight order delivered to your home or to a limited access location (such as ranch, school, church, restaurant etc) extra residential and/or lift-gate charges will occur with the carrier. We will contact you for pass-through residential and lift-gate charges. Meanwhile, you can avoid these additional charges by picking up at the carrier's freight terminal. Please leave a note in your order if you want to pick up at freight terminal. 

Where is my order shipped from?

Our distribution centers are across the country. Your order will ship from one of these locations:

  • Cincinnati, OH
  • Vincentown, NJ
  • Jacksonville, FL
  • Mulberry, AR
  • Sacramento, CA
  • El Monte, CA

What shipping methods do you use?

For the HOTBOX 30 and Palletized supplies we use various freight carriers such as Fedex Freight, AAA Cooper, Yellow Freight etc. For other products such as HOTBOX 10, individual Crack Filler Boxes, individual Sealcoat buckets, and parts, we use Fedex, UPS and USPS.

How long does shipping take?

Freight shipments take 1-5 business days. Fedex and UPS shipments take 2-5 business days. USPS shipments take 2-4 business days.

Can I pick up my order from one of these locations?

Yes, if your nearest warehouse has stock for your interested product. After you complete check out, please call or email service@pavemade.com to schedule the will call pickup. Most orders can be picked up in the same day if placed before 10am local time, or the next business day if placed after 10am local time.

Do you ship internationally?

Yes, we ship world-wide. You can get live DHL quotes for most products (HOTBOX 10, Individual crack filler blocks, parts, etc) and pick a quote to check out. For HOTBOX 30 and other large items please email service@pavemade.com for an air freight or ocean freight quote. We will get back to you by the next business day.

Is there tracking for my shipment?

Yes, tracking info and shipment status updates are automatically emailed to the email address you provided during checkout.

What form of payment do you accept?

All major credit cards: VISA, Mastercard, American Express, and Diners club.

We do take checks, please write check payable to "PAVEMADE" and mail check to the following address. Your order will ship the next business day once your check clears.

Pavemade (AR)
1269 S Wright St.,
Santa Ana, CA 92705

Can I order on the phone?

Yes. If you prefer to order on the phone with our sales rep please call us at 323-553-4399. 

Do you do Net 30 terms?

We extend Net 30 terms to municipalities. Please email your Purchase Order (PO) to service@pavemade.com

Your PO will be processed by the next business day. You will receive emails with tracking info once the PO is processed. You will receive an invoice once your order is shipped and you have Net 30 days to send in a check or pay via the payment link in the invoice.

If you are issuing a check, please make check payable to "PAVEMADE" and mail to the following address. 

Pavemade (AR)
1269 S Wright St.,
Santa Ana, CA 92705

What's the return policy?

We are more than happy to send any replacement parts or service a defective product free of charge, in this case, please fill out this Warranty Request Form to get started

Important: Prior to sending back your product, please obtain a Return Merchandise Authorization (RMA) number by filling out this RMA Request Form. Return date is the request date of the RMA. No returns will be accepted unless accompanied by a valid RMA number. Customer has ten (10) days to return a Product after the applicable RMA is issued. Pavemade reserves the right to inspect and refuse any UNAUTHORIZED returns, including those that occur after the ten (10) day period, those involving Products that are unaccompanied by a valid RMA or any product that is not in its original packaging.

You can return unused and unopened products within thirty (30) days upon receiving the product. Due to the nature of the bulky and heavy items we sell, all returns are subject to a restocking fee. Please keep in mind that a 10% restocking fee applies if an item is returned within fourteen (14) days upon delivery; 20% restocking fee between fifteen (15) and thirty (30) days upon delivery. In addition, if an item was shipped via freight, original freight charges will be deducted from the refund in addition to the restocking fee. 

What's the warranty policy?

Limited Manufacturer Lifetime warranty covers craftsmanship of the main construct (body) of the HOTBOX 10 and HOTBOX 30. 

One (1) year warranty on replaceable parts, accessory parts and add-on options, excluding damages due to mishandling or misuse. Eligibility is determined on a case by case basis by Pavemade. Warranty covers free part replacements for defective parts only, labor and shipping cost are not covered. Please fill out this Warranty Request Form to get started. Technical support is always available.

More questions?
Email service@pavemade.com, chat with us on the website, or text us at 323-553-4399.