Since GenTran was acquired by Generac Power Systems in 2012, we ask that you please register your product using the Generac Warranty Card that came with your product. If you have any questions about your GenTran or Generac warranty, please call 1.888.GENERAC.
Please choose from these categories to get the information and support you need or to communicate with us about Gen/Tran products.
ABOUT ONLINE ORDERING THRU GEN-TRAN.COM
Secure Ordering Gen/Tran uses the latest security technology to protect your personal information. All information you submit to us is securely encrypted using industry standard SSL (Secure Socket Layer) technology, making it extremely difficult for anyone else to access or decode the information. The information you provide to us will remain confidential, and will only be used for shipping and billing purposes. Gen/Tran will not sell, rent or lease your personal information to others. We do not keep your card numbers on file, so you will never have to worry that your credit card number may show up on a scrap piece of paper or invoice sent through the mail.
If you have difficulty submitting your credit card number, please call the toll free number on the back of your card before trying again. Our website requires that the billing address and name match the card. Banks will automatically reject a charge if multiple attempts are made with the incorrect information. If this happens, you will need to call the bank to clear the card before submitting it again.
We process all transactions in the order in which they are received, and we usually ship orders within 2-3 business days. If you are requesting expedited freight such as overnight or 2-day shipping, please note that your order will still ship within 2-3 business days, and so your expedited freight does not begin until your order leaves our dock.
If you do not receive an email confirmation of your order, please contact us immediately by calling 1-888-GEN-TRAN (1-888-436-8726). We require an email address for all orders so that we can send you the tracking information for your package to allow you to track your own order thru FedEx.
Contacting Gen/Tran Since we have a web presence, we would appreciate your contacting us by email whenever possible at info@gen-tran.com. We will make every effort to respond to your questions within one business day. Our office is open Monday-Friday from 8:30 a.m. until 5:00 p.m. Eastern Time. If your questions are more urgent and require immediate assistance, you may contact us by calling 1-888-GEN-TRAN (1-888-436-8726) or Faxing us at 770-552-7756. One of our experienced representatives will help you find the right product for your needs the first time. Keep in mind that we service customers from all around the country each day with a very small staff. And we do our best to provide you with timely and accurate information. Therefore, emailed questions allow us to organize our time and prepare accurate responses more quickly. Payment Methods Gen/Tran accepts VISA, MASTERCARD, AMERICAN EXPRESS and COD.
Sales Tax We are required by law to collect applicable tax on all shipments to Georgia. No tax will be added to orders that ship to addresses outside of Georgia.
Warranty We guarantee all merchandise to be free of defects in materials and workmanship for a period of 24 months from the date of purchase when warranty card is returned or product is registered on line. Each Gen/Tran product is guaranteed against mechanical or electrical failure due to manufacturing defects. Guarantee is void on products that have been subject to misuse, alteration, abuse or unauthorized repair. Gen/Tran will repair or replace free of charge products or components proving defective under normal use or service when returned to the factory, transportation charges prepaid. Gen/Tran assumes no responsibility for improper selection and installation of its products. This warranty is in lieu of all other warranties, expressed or implied, and limits Gen-Tran Corporation’s liability for damages to the cost of the product. To make a warranty claim, please call 1-888-GEN-TRAN to receive a Returned Goods Authorization (RGA) Number. NO RETURNS ARE ACCEPTED WITHOUT RGA, REGARDLESS OF REASON.
Shipping and Handling Charges Freight charges are added to each order. There is a $5.00 minimum shipping charge on all orders, regardless of amount. We use FedEx GROUND Service as our primary shipping carrier unless a another shipping method is requested on your purchase order. A Handling Fee is charged to cover packing material required to ship your order safely without damage. Please keep in mind that once your shipment leaves our dock, we have no control over the delivery time of your order. If you request an expedited shipment and it does not arrive in time, please make a claim with the carrier for a refund.
Refunds and Exchanges All refunds and exchanges will be gladly accepted within 30 days when merchandise is returned in its original condition with the original payment receipt and packaging. ALL RETURNS MUST HAVE A RETURNED GOODS AUTHORIZATION (RGA) NUMBER, REGARDLESS OF REASON. CALL 1-888-GENTRAN TO OBTAIN RGA. Refunds are subject to a 25% restocking charge. To avoid restocking charges, you may exchange for another product. We do not accept returns on special orders, custom products, used merchandise or clearance items.
A credit for the amount of the product (plus taxes if applicable) will be issued on the credit card used on the payment receipt. A credit confirmation will be sent to you by mail. There will be NO credit for the shipping and handling charges. If we send you the wrong product, we will credit you back for the return ground shipping, but we will not pay for express return shipping.
Please contact us if you experience any shipping damage. If you receive a damaged item, please keep the original box and packing materials. The shipping company will pick up the damaged item and we will exchange the item for an undamaged item.
