Shipping Policy

Effective date: September 10, 2026

Where we ship

Keystone Supply Group ships to business, healthcare, government, and institutional addresses in the United States. Shipments to residential addresses may carry a carrier residential surcharge. We do not ship outside the United States without a written quote.

Shipping point and risk of loss

Unless your quote states otherwise, shipments are FOB Edina, Minnesota, or FOB the manufacturer's dock for orders shipped directly from the manufacturer. Title and risk of loss pass to you when the carrier picks up the shipment. Please add freight insurance at order time if you want coverage above the carrier's standard liability.

Processing and ship dates

• Ship dates are confirmed on your order acknowledgment. In-stock items ship from Edina, Minnesota. Items shipped directly from a manufacturer follow that manufacturer's lead time, which we will state on your quote or acknowledgment.
• Orders that require license or certificate verification ship after verification is complete.
• Orders are not processed on weekends or U.S. holidays.
• If part of your order is backordered, we will ship what is available and tell you the expected date for the balance unless you ask us to hold for a complete shipment.

Carriers and methods

Parcel orders ship by UPS, FedEx, or USPS at our discretion unless you specify a carrier and account number. Palletized orders ship LTL freight. Liftgate, inside delivery, limited-access, and appointment deliveries are billed at carrier rates; tell us at order time if your dock needs any of these.

Freight charges

Freight is quoted at the time of order or billed at actual carrier cost plus handling. Freight quotes are estimates until the shipment is booked. Free-freight offers apply only where stated in writing on your quote or on the product page.

Special handling

• Temperature-sensitive products such as rapid diagnostic tests and certain reagents ship Monday through Wednesday by expedited service to avoid weekend transit. Refuse any temperature-sensitive shipment that arrives with a compromised cold pack and contact us the same day.
• Products classified as hazardous materials or containing lithium batteries ship ground only and may require additional fees.
• Sterile products are shipped in the manufacturer's sealed packaging. Do not accept sterile packages that are crushed, punctured, or wet.

Damage and shortages

Inspect every shipment before signing. Write any shortage or damage on the carrier's delivery receipt, keep all packaging, photograph the damage, and contact us within 48 hours. Concealed damage must be reported within 5 business days. Claims that are not documented on the delivery receipt are difficult to recover from the carrier and may not be honored.

Tracking

Tracking numbers are emailed when the shipment leaves our dock or the manufacturer's dock. Contact us if you have not received tracking within 2 business days of your confirmed ship date.

Address errors and refused shipments

You are responsible for providing a complete, correct shipping address. Address corrections, reconsignments, and refused or undeliverable shipments are billed at carrier cost plus any restocking fee that applies.

Contact

Email Orders@KeystoneSupplyGroup.com or call (507) 237-6036 with your order number.