common customer questions
I. Order Tracking & Status
Looking for your order? Most orders for screens and parts ship within 5-7 business days. Once your order departs our facility, you will receive an automated email with your tracking number.
- Login to Account: View your full order history and download invoices on your account
II. Shipping & Logistics
We utilize a multi-tier shipping strategy to ensure your equipment arrives safely and at the lowest possible cost.
- Parcel Shipping (18" – 40" Screens): Shipped via UPS or FedEx. Standard delivery is 3-5 days post-production.
- LTL Freight (48" & 60" Screens): Large-diameter equipment and frames ship via specialized freight carriers. We use custom pallet stacking to protect the mesh tension and reduce your shipping rates.
- International Orders: We ship globally. Please note that customs, duties, and local taxes are the responsibility of the receiver.
III. Returns & Warranty
At ScreenerKing®, we stand behind the precision of our engineering.
- Damaged in Transit: If your shipment arrives with visible damage to the packaging or the screen mesh, please document the damage with photos and contact us within 48 hours.
- Standard Returns: Unused hardware and standard-size frames may be returned within 30 days, subject to a restocking fee.
- Custom Screen Orders: Due to the precision-tensioning process, custom-built screens and specialized center-hole configurations are non-refundable once production has commenced.
- Warranty: All vibratory motors and machines carry a limited manufacturer's warranty against defects in materials and workmanship.
IV. Technical Support & Maintenance
Need help with a machine already in the field?
- Motor Greasing: Refer to your motor's nameplate for specific CC requirements. We recommend Klüber Staburags NBU 8 EP grease for all ItalVibras units.
- Parts Identification: Not sure which mesh you have? Send a clear photo of your screen's identification stamp to our support team.