Frequently Asked Questions

Online Ordering

Our most popular products are available to purchase online. If you are interested in ordering something that is not currently available online, please contact our Customer Support Department at +1-800-243-3374 (US) or +44(0)870 7577007 (UK) or by email and we will be happy to assist you.

Setting Up An Account

To order from our website, you will either need to create an online account or order via our guest checkout. Please see our privacy policy for information about how your account information is stored. A valid billing and shipping address, phone number, and email address must be supplied whether you are ordering through an account or as a guest so that your order may be processed. Currently, we are unable to ship to P.O. Box addresses. Customers are responsible for all freight, duties, and county taxes incurred on a shipment. Please direct all orders, billing, or shipping correspondence to:
Customer Support Department / Fenner Drives / 311 West Stiegel Street / Manheim, PA 17545 USA or by email.

Online Order Processing

Your order is entered into our business system automatically. You will receive an order confirmation to the email address you provided after we receive your order. If there are no credit, supply, or shipping issues, the order will be processed as soon as it is received into our business system. Orders entered outside of our online ordering hours (US - 8 a.m. to 5 p.m. (EST), Monday-Friday; UK - 8 a.m. to 5 p.m. (GMT), Monday-Thursday, 8 a.m.-3:30 p.m. (GMT) on Fridays excluding holidays) will be processed the next business day.

Account Changes

You can manage most of your account information online, including user name (email address), billing address, shipping address, password changes, and account preferences by clicking on “My Account” at the top of this page.

Payment Options

We accept Visa, MasterCard, American Express and Discover for all online orders using the US dollar currency. We accept MasterCard and Visa for orders using the GBP and Euro currency. The transaction will appear on your statement as “Fenner Drives Inc.” Credit cards are authorized at time of order acceptance and charged when the order ships. If for any reason there is a problem, we will call or email you to advise you of the problem, which will help minimize any shipping delay. Orders with credit card issues may be delayed if we are unable to contact you. If you would like to place an order and do not have a credit card, please contact our Customer Support Department at +1-800-243-3374 (US) or +44(0)870 7577007 (UK) or by email for assistance.

Order Changes

Our automated order system has a very quick response time. Therefore, there is only a small window of time that a “change order request” may be accommodated, if at all. If you need to make a change, please call Customer Support immediately at +1-800-243-3374 (US) or +44(0)870 7577007 (UK) during regular business hours (US - 8 a.m. to 5:30 p.m. (EST), Monday-Thursday and 8 a.m. to 5 p.m. (EST) on Fridays; UK - 8 a.m. to 5 p.m. (GMT), Monday-Thursday and 8 a.m. to 3:30 p.m. (GMT) on Fridays, excluding holidays); please do not rely on an email request as it may not reach our Customer Support Department in time. If it is outside of business hours, please call and leave a message. We will do our best to accommodate your change.

Purchase Orders

We do not require confirming purchase orders for online orders, but if your company policy requires it, please make sure to include the confirming purchase order number in the Customer Reference area of your order. Please remember, only Fenner Drives terms and conditions will apply.


Most orders can be shipped either by ground service or expedited service. Our shipping department will determine the most economical method based on the service you select. Shipping charges will appear on your final invoice; if an order is broken down into two or more shipments, Fenner Drives charges the full amount of the shipping charge on the first shipment and there will be no further charges on subsequent shipments. In general, we ship your order on the day the order is entered if received before 4 p.m. (EST) on a business day. We will email you a shipment confirmation, including a tracking number, when your order is shipped. Your order can be tracked online at the carrier’s website using the tracking number provided.

International Shipping

Shipments to Europe and the Middle East are made from our United Kingdom facility. All other shipments originate in the United States. We are currently unable to ship website orders to Russia, Ukraine, Estonia, Latvia, Lithuania and Belarus. Please contact us for a list of distributors in these countries. When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates. Therefore, Fenner Drives will not be liable for express charges should the package not arrive in the estimated timeframe.

Express Delivery

Selecting Express Delivery (1-2 days) does not necessarily mean your order will arrive in one or two days. There is no weekend pickup or delivery. If the delivery date of your order is critical, please call +1-800-243-3374 (US) or +44(0)870 7577007 (UK) to speak with a Customer Support Representative.


The appropriate taxes may be added to your total order and shown on your confirmation. If taxes are not added, you are responsible for remittance of appropriate taxes to the appropriate agency. If your order is tax-exempt, please contact Customer Support at +1-800-243-3374 (US) or +44(0)870 7577007 (UK) to place your order. Fenner Drives online ordering is not currently able to process tax-exempt orders.

Terms and Conditions

Fenner Drives does not accept any deviation from our standard Terms and Conditions.

Receiving Shipments

Please inspect all deliveries promptly. You must notify us within 48 hours of receipt with reported discrepancies or shortages. If you think your shipment is past due or incomplete, please consider these items before you call to check on the order:

  • Allow ample time for delivery. Some carriers schedule multiple deliveries. You may track your order online at the carrier's website using the tracking number you received upon confirmation of shipment.
  • For shipments outside the U.S., timely delivery cannot be guaranteed as they may be delayed in customs.
  • Check with your Receiving Department. We have received many calls where the Receiving Department failed to deliver the package or notify the recipient.
  • Check the package for any small items. They can easily get buried in the packing material.

Return Policy

Any requests for a return must be made by calling Fenner Drives Customer Support at +1-800-243-3374 (US) or +44(0)870 7577007 (UK). All returns shall be shipped at the expense of the customer, unless otherwise specified in writing and shall be returned to the location(s) specified on the RGA. All return items are subject to inspection. No returns shall be accepted following 60 days after shipment of goods to the customer. E-commerce purchases are exempt from a return fee as long as returned merchandise is in resaleable condition as determined by Fenner Drives.


While we strive constantly to have all our products in inventory, you may order an item that is temporarily out of stock. For online customers, we have included item availability on our product pages so you will know if the product is available. Online, stock status is calculated at the time the web page is generated. If you place an order a significant time later, the displayed status may no longer be accurate. It would be advisable to check again just before order placement. If an item is not in stock, it will be placed on backorder and shipped when the item is available via the same method as the original order. Your credit card will not be charged until the backordered item is shipped. If necessary, please call Customer Support for additional details. You may cancel a backorder at any time prior to shipping (with the exception of some special orders) by contacting us at  +1-800-243-3374 if in US or +44(0)870 7577007 if in UK.

Warranty and Liability

Please review our Terms and Conditions for warranty and liability information.

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