General Customer Service Help Directory

Phone Hours

Customer Service

Phone: (866) 467-6123
Mon-Fri: 8:30am - 5:00pm CST
Sat: 9:00am - 12:00pm CST
Sun: No phone hours

Note: We're 1 hour behind Eastern Time, 1 hour ahead of Mountain Time, 2 hours ahead of Pacific Time.

During phone hours, most calls are answered by a real live person. If you do get voice mail, we make every effort to return calls very promptly.

Retail Store

Mon-Fri: 8:30am - 5:00pm CST

Languages

We have customer service representatives who speak English, Spanish, and Portuguese. Se habla español. Falamos Português.

Store Hours

Mon-Fri: 8:30am - 5:00pm CST

Phone & FAX

Toll free: 866-467-6123
Fax: 402-725-3844

Mailing Address

Address: Pleasant Hill Grain
210 S 1ST ST
PO Box 7
Hampton, Nebraska 68843-0007

Your Satisfaction Guarantee

Consumer-use products that have not been used commercially may be returned within 30 days of delivery for refund or exchange, following the guidelines under Returns and Refunds, below. Exception: Orders placed in December will have a return period through January 31 of the following year.

Commercial-use products (those designed for business use and covered by commercial-use warranties) may be returned within 30 days of delivery.

Please note that product cartons may be opened before shipping for inspection or to include product tip sheets or other related materials.

Returns

Please email info@4phg.com for a return administration (RA) number before returning an item. Please note that products damaged by abuse are not eligible for refund. Repack the item in the original packaging, and include your RA number. Items that are returned without the original picture box and packing materials, or are missing parts, or are damaged due to improper packaging are subject to a fee of up to 15% of the product cost. We recommend that you return-ship by a traceable and insured method. The address for returns is Pleasant Hill Grain, 210 S 1st St, P.O. Box 7, Hampton, Nebraska 68843-0007. Customers are responsible for paying return shipping, except when the product is defective or shipped in error.

For a qualifying return of product paid for in Bitcoin, any refund due will be remitted to the purchaser via check in U.S. Dollars based on the Bitcoin/Dollar exchange rate that existed at the time of the original transaction.

Thunderbird products ship from the manufacturer and they have their own return policy.

International Returns: Pleasant Hill Grain is not responsible for return shipping cost for items returned from outside the U.S. 50 states and Canada.

Refunds

Refunds will be provided in the form of the original payment, when possible, for all forms of payment except Bitcoin. Items purchased with a PHG gift card will be refunded in the form of a replacement PHG gift card. If the original form of payment cannot be refunded, a refund check will be mailed to the billing address on the order.

For cancelled orders paid by check, or by money order from any place other than the U.S. Post Office, funds must clear the bank before refund can be processed.

Commercial product refunds (for machines carrying a commercial-use warranty): Actual outbound shipping cost will be deducted from refund for non-defective commercial machines. Commercial returns are subject to a restock fee of up to 10% of product cost; additionally, damage to returned commercial goods will be deducted from any refund to the extent it diminishes the resale value of the goods.

Shipping Policies

Shipping, general information

Standard shipping is by FedEx Ground shipping. Some small items are shipped via US Postal. Most orders received by noon Central Time ship out within 1-2 business days. Other shipping options are available by phone. Please report shipping damage immediately or within 7 days. Ground shipping is free to the 48 states for orders over $75, except where noted on product pages. For orders under $75 total, shipping and handling is $12 flat-rate to US 48 states. Click here to learn about shipping orders to Alaska and Hawaii.

Shipping & Days of Delivery

For Packages Shipped by FedEx: FedEx delivers ground-shipped packages to business addresses Monday-Friday, and FedEx delivers to residential addresses every day of the week. See a map of FedEx's normal transit times here. Note that delivery to a residence where a home business is conducted is classified by carriers as a residential delivery. More explanation is on the transit-time page.

APO/FPO Shipping: Shipping to APO/FPO addresses is by U.S. Mail, and costs us about double the normal rate. If you're in the military and you can provide an address to which we can ship by FedEx Ground, that would help us out and we'd appreciate it. If you can't, then we will ship by U.S. Mail to your APO/FPO address.

Shipment Method for Correction of Error: In the event that Pleasant Hill Grain ships a wrong item, shipment of a replacement item within the U.S. 48 states will be by ground shipping. If you order an item for shipment within the U.S. but intend to use it outside the U.S., be sure to inspect it thoroughly before taking it outside the country because we will pay for shipment of replacement items only to U.S. 50 state and Canadian addresses.

Truck Freight Shipments: When receiving a shipment that's delivered by truck freight, by regulation it is the responsibility of the receiving party to carefully inspect the goods upon arrival. Any damage that occurs during shipping will be remedied by the carrier's insurance, but that coverage is available only if any visible damage is noted on the freight bill before the consignee signs to accept delivery. If severe damage is evident, the consignee also has the option to refuse delivery. Any concealed damage can be reported after taking delivery, but must be reported to Pleasant Hill Grain within 7 days.

Signature Requirements for Delivery

Per PayPal's policy, there is a direct signature requirement for the delivery of any order over $750. If you do not want a signature requirement on your order, please pay with a credit card instead of PayPal.

For security purposes, we add a signature requirement for the delivery of all orders over $1,000. For non-PayPal orders, customers can request to either remove the signature requirement or do an indirect signature requirement if the order has not shipped yet. Please note that Pleasant Hill Grain is not responsible for packages that are delivered to the correct address and then stolen.

Receipts

When ordering online, your receipt can be printed at the Order Confirmation screen, and will also be emailed to you. Most manufacturers require receipt for warranty service, so be sure to keep your receipt.

Checks and Money Orders

Orders paid with a money order purchased from a U.S. Post Office are processed for shipment as soon they're received. To obtain a U.S. Postal money order you must take cash only (not a check or credit card) to a U.S. Post Office. Orders paid with a check or with a money order purchased anywhere other than the U.S.PS must wait 10 business days before processing. The address for orders or payments sent by mail is Pleasant Hill Grain, 210 S 1st St., P.O. Box 7, Hampton, Nebraska 68843-0007.

Canadian Orders

Canadian orders may be placed by phone, not online (see phone hours). The AVS system (computerized address verification) doesn't work for some non-U.S. card accounts, and in those cases we can't accept payment by credit card. In those cases, payment by PayPal is a good option (and you may want to just use PayPal in the first place). Other options include payment by wire transfer, by cashier's check from a U.S. owned bank such as Bank of America, or by Canadian Postal money order in U.S. dollars; these latter options (not PayPal) require an additional $12 processing fee.

Alaska and Hawaii Orders

Orders shipped to AK/HI will need to be placed by phone. We’ll provide you with a shipping quote for your order. Most orders for shipment to Alaska and Hawaii ship by U.S.PS Priority Mail, if your AK/HI order includes any items too large for U.S.PS Priority Mail, we’ll notify you of this fact.

International Orders (outside U.S. 50 States & Canada)

For orders paid from, or shipping to, outside the U.S. 50 states and Canada, payment must be by bank wire transfer. Call 866-467-6123 for payment arrangements. (There is an additional $12 processing fee for orders paid by wire transfer.)

Import Fees

Any import fees which may be assessed on items shipped outside the U.S. are solely the responsibility of the purchaser.

Sales to Resellers

Pleasant Hill Grain reserves the right to limit quantities of product ordered by resellers.

Credit Card Billing Address

Pleasant Hill Grain accepts payment by credit cards having a U.S. or Canadian billing address only. "Billing address" means the address at which you receive your credit card statements from your credit card company.

Security

Our online ordering system is securely encrypted for your protection. Customer credit card information is never transmitted by insecure means. Credit card information is never stored by Pleasant Hill Grain.

Backordered Items

For out-of-stock items we post an ETA date on our website that’s provided by our supplier, or else we adjust it conservatively to be on the safer side. This date is for when we anticipate the product will arrive at our facility.

We hate stockouts and work to stay on top of the situation with the source, to ensure that our information stays current. In all likelihood, we probably get called pests (and worse) by manufacturers and suppliers who've run out of things. For many of the products Pleasant Hill Grain offers, we know from manufacturers that we carry a larger stock of their product as a percentage of sales than any retailer in the world, and we reorder long before counts hit zero. This means that by the time we’re out of something, most others usually have been out for some time. It also means that the way you’re most likely to get the item the soonest, is to preorder with us. In some cases, preordering can even prevent having to wait until a second new shipment comes in, before unspoken-for stock becomes available.

ETA’s from our suppliers are usually quite accurate. But things can happen, from shipping damage to lost cargoes to customs delays, so it’s important to remember that the "E" in “ETA” stands for “estimated,” not for "exact." Our pledge is two-fold: To provide the most accurate information possible, and to get stockout items back out the door again very quickly once they arrive.

Pleasant Hill Grain does not bill your account for preordered product that we stock at our facility, until the product is in stock. There is a temporary authorization placed on your account when you first order, that will expire based on a timeframe set by your financial institution, typically within 3-5 days, but could be longer. Once items on your order are ready to ship, your account will be charged for the amount of the items shipping.

Preorders can usually be filled at the price advertised on the product page at the time the preorder was placed. In the event that unexpected cost increases necessitate a retail price increase, you will be informed of the new price when the item comes in stock, so you can decide at that time whether to complete your order.

Warranties & Repairs

Warranties are provided solely by the product's manufacturer. Warranty information, including locations and addresses of authorized service centers, is provided in product literature. Products are warranted for home use only, unless product description states that it is warranted for commercial use. Most manufacturers require dated proof of purchase with warranty claim, so it's important to keep your receipt. Pleasant Hill Grain will provide a courtesy copy of your receipt upon request if possible, but we can't guarantee availability of such records.

Please clean any product thoroughly before shipping to PHG. Equipment received for repair work (under warranty or not under warranty) that is received at our facility grossly contaminated with rodent feces, rotting meat or other food, mass insect fouling, or in other unhygienic condition, will be subject to a cleaning fee of $50-100 depending on severity, with the option of the item being returned at the customer’s expense, without repair. Note that our cleaning is strictly for the purpose of our repair work, and that cleaning for food preparation must be performed by, and is solely the responsibility of, the user.

Pleasant Hill Grain Catalog

Our website is our full and only catalog. We update and improve it at least weekly (and often daily)... something we couldn't do with a paper version. So you get much fresher information, resources including trees and fuel aren't expended shipping paper around, and you don't have to pay for those things through higher prices. If you'd like a hard copy of our information, maybe for a friend who isn't online, you can print our pages from your computer's printer.

On-Site Order Pickup

Stop by our store to see many of our most popular products in person! There are a few products that we don't stock at the Hampton facility, so if you want to be sure about availability of any particular item, please call or email to verify availability. Store hours are Monday-Friday, 8:30 AM-5:00 PM Central Time. Nebraska sales tax is collected on picked-up orders, not including food items.

Typos

Pleasant Hill Grain is not responsible for typographical errors. We do appreciate hearing about any inaccurate information on our website, email newsletters, or social media sites, and a discount is available to anyone who alerts us to a pricing error.

Third-Party Coupon Offers

Pleasant Hill Grain does not participate in coupon offers like those found on Internet “coupon speciality sites”. Any such offers that may be found online are fraudulent and invalid.