Frequently Asked Questions

Last updated: September 5, 2026

Answers to what customers ask most often about ordering, delivery, returns, warranty and assembly. If your question is not here, live chat is open 24/7.

Ordering

What is the order cut-off time?

2:00 PM Eastern Time, Monday to Friday. Orders placed before then start processing the same day. Orders after 2:00 PM, or on a weekend or federal holiday, start on the next business day.

What payment methods do you accept?

Visa, Mastercard, American Express, Discover, PayPal, Apple Pay and Google Pay. All prices and charges are in US dollars.

When is my card charged?

An authorization hold goes on at checkout, and payment is captured when your order is dispatched, normally within one business day. If we cannot fulfil the order, the hold is released and nothing is taken.

Do you charge sales tax?

Yes, where required by law based on your delivery address. It is shown as a separate line at checkout before you confirm.

Can I cancel my order?

Yes. Cancellations are accepted free of charge before dispatch, with a full refund and no fees. Because we process in one business day, contact us within about 12 hours of ordering. After dispatch the order cannot be stopped and is treated as a return, so return shipping and the 15% restocking fee apply.

Can I change my delivery address?

Within 12 hours of ordering, yes. Once a label or bill of lading exists we cannot redirect the shipment, and carrier address-correction fees are charged to the customer.

Shipping and Delivery

How long will my order take?

1 business day processing plus 2 to 4 business days transit, so 3 to 5 business days total for most orders.

How much is shipping?

Free on every order, with no minimum, no oversize surcharge and no charge for liftgate service on freight deliveries.

Where do you ship?

The 48 contiguous states. We do not ship to Alaska, Hawaii, US territories, international addresses, or PO Box, APO, FPO and DPO addresses.

How is a ride-on mower or shed delivered?

By LTL freight on a pallet, curbside with liftgate. The carrier calls to book a delivery window. The driver lowers the pallet to the kerb and does not move it up your driveway, unpack it, assemble it or take the packaging away. Have two adults available. Full detail is on the Freight Shipping Policy page.

My tracking has not updated. What now?

Tracking can take 24 hours to show its first scan. If there is no movement for 3 or more business days, email us with your order number and we open a carrier trace for you.

Returns and Refunds

Do you accept returns?

Yes. You have 30 days from delivery to request a return. The item must be unused, in original packaging with all accessories, and free of fuel and oil.

Who pays return shipping?

The customer pays return shipping on non-defective returns, and it is deducted from the refund. Typically $45 to $95 for parcel items and $180 to $450 for freight items. We confirm the exact figure in writing before you ship anything back. If the item was damaged, defective or wrong, we pay it.

Is there a restocking fee?

Yes. 15% of the item price, paid by the customer, deducted from the refund on non-defective returns. It is waived entirely for damaged, defective or incorrect items and for cancellations before dispatch.

What will my refund actually be?

On a $1,199 ride-on mower returned in perfect condition: minus $179.85 restocking, minus $260 return freight, giving $759.15 plus a full refund of the sales tax. We give you your own figures before you commit.

How long do refunds take?

3 to 5 business days after we receive and inspect the return, then 5 to 10 business days for your bank to post it. Refunds go to the original payment method and always include the sales tax.

My order arrived damaged. What do I do?

For parcels, report it within 48 hours with photos of the item, the carton from all sides and the label. For freight, write the damage on the delivery receipt before signing or refuse the shipment, then report within 24 hours with photos. We respond within 2 business days with a free replacement, a free part or a full refund. You pay nothing.

My unit is faulty. What do I do?

Send your order number, the serial number and a short video of the fault. A technician runs through checks with you first, and if the fault is confirmed you get a free replacement, a free part or a full refund with no return shipping cost and no restocking fee. A unit that will not start on first use, reported within 7 days, is replaced rather than repaired.

Can I exchange instead of returning?

We do not process direct exchanges. Return the original and place a new order, which is faster than waiting on two shipments in sequence.

Warranty

How long is the warranty?

12 months on walk-behind mowers, 24 months on ride-on mowers, 12 months on pressure washers with 24 months on the pump head, 24 months on shed panels and frame with 12 months on doors and hardware, 6 months on batteries and 30 days on wear parts. All periods run from the delivery date.

What does the warranty cover?

Manufacturing defects in materials and workmanship under normal residential use: engine and motor failure, transmission and drive faults, pump head failure, deck cracking and spindle failure, frame weld separation, electrical and interlock faults, and shed structural defects. Full list on the Warranty & Replacement page.

What is not covered?

Wear parts such as blades, belts, filters, plugs and nozzles. Damage from stale fuel, fuel over 10% ethanol, running without oil, running a pump dry, freeze damage or feeding hot water into a cold-water pump. Commercial or rental use of residential-rated equipment. Incorrect assembly, including unanchored sheds. Weather, impact and rodent damage. Unauthorized repairs and non-OEM parts. Cosmetic marks and routine maintenance.

How do I claim?

Email your order number, serial number and photos or video. We acknowledge within 1 business day, diagnose with you, and in most cases ship the part free within 3 to 5 business days so the machine never leaves your property.

Assembly and Use

Does my equipment arrive assembled?

Mostly. Walk-behind mowers need the handle and bag fitted, around 15 to 30 minutes. Ride-on mowers arrive assembled on a pallet and need the seat, steering wheel and battery, around 45 to 90 minutes. Pressure washers need handle, wheels and hose, around 20 to 40 minutes. Sheds are flat-packed kits and take 4 to 10 hours with two people.

Is oil or fuel included?

No. Engines ship dry because fuel cannot legally be shipped. Have the oil grade specified in the manual and fresh gasoline with 10% ethanol or less ready before delivery. Starting an engine without oil is not covered by warranty.

Do you offer installation?

No. Peaulon does not assemble or install, and freight drivers do not unpack anything. Every product ships with a manual and hardware kit, and we can email you the assembly manual in advance if you want a local handyman to quote the job.

What foundation does a shed need?

A level base, flat to within half an inch, at least the footprint of the shed, built as a concrete slab, treated timber frame or compacted gravel pad at least 4 inches deep, and the shed must be anchored to it. Wind damage to an unanchored shed is not covered by warranty.

Do I need a permit for a shed?

Possibly. Permits, setback distances and HOA approval vary by town. Check before you order, since local rules are not a basis for a return outside the standard 30-day window.

Products and Support

Are your products genuine and new?

Yes. Every unit is new, factory-sealed, sourced from the manufacturer or an authorized US distributor, with intact serial numbers and valid US warranty. We do not sell refurbished, open-box or grey-market stock. See Authorized Retailer & Authenticity.

Do you sell on Amazon, eBay or Walmart?

No. Peaulon products are sold only at peaulon.com. Any listing elsewhere using our name is not us, and we would like to know about it.

Can I buy replacement parts?

Yes. Send the model, serial number and part number and we will quote availability and price. In-warranty parts are free.

Do you offer bulk or trade pricing?

Yes, from 5 units. Net 30 terms and tax-exempt purchasing are available to qualified businesses. See Business Inquiries.

When can I reach a person?

Live chat is open 24/7. Phone and email are covered Monday to Friday, 9:00 AM to 5:00 PM Eastern Time.

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