FAQs

Sierra Pacific sells business-to-business (B2B). Our area of expertise is supporting OEM customers with high-quality industrial hardware. We are a perfect match for any company that uses high volumes of parts and/or is a repeat producer of products which require hinges, latches, handles, locks, and other similar items. Our engineering, manufacturing, and distribution strengths provide a valuable resource to our customers. We regularly assist in product development, product improvement of existing products, and developing supply chain programs to service the demand of our customers.

Sierra Pacific is not a retail establishment. We sell business-to-business (B2B) only. If you need a source for SPEP products in small quantities, we encourage you to visit our partner Hard-To-Find Hardware at www.HTFHardware.com.

Our conditions of sale can be found here. You can also find our conditions of sale in the front section of our print catalog.

Yes! SPEP is ISO 9001:2015 certified. You can learn more about this on the Certifications page of our website.

Each of our three warehouses in CA, IL, & TX have operating hours from 8:00am to 4:30pm local time Monday thru Friday. Our customer service lines are open 5:00am to 5:00pm Pacific time.

You can download or view a PDF catalog right here on our website. You can also use the search function on our site to browse and filter parts by category or industry.

SPEP reserves the right to modify items in the catalog at any time and for any reason. Clerical errors are subject to correction at any time.

SPEP manufactures the items we sell both at our own factory and by using a stable of trusted contract manufacturers and other vendors. Details regarding our suppliers is proprietary information which is not shared with Customers. We hold all our suppliers to the same quality and service standards we hold ourselves to, conducting regular site audits and maintaining a live scorecard internally to measure performance. We welcome prospects and customers to conduct detailed audits on our systems and processes if desired and are confident that the results will help us earn your future business.

Orders can be placed by sending an email to order@spep.com, calling us at (800) 433-5554, or sending a fax to (800) 301-8522.

Yes! Will call orders are accepted, but must be called in or emailed to order@spep.com first. An email notification will be sent to you when the shipment is ready for pickup. Pickups must be made on an agreed upon date or SPEP reserves the right to cancel the order.

Yes! The minimum order amount for a new customer’s first purchase is $250. Subsequent orders have a $50 combined minimum. Some exceptions may apply for prototype orders needed to approve parts for mass production.

Yes! Orders can be placed any time by sending an email to order@spep.com and are typically processed within 24-hours. However, note that orders received during off-hours will not be processed until normal business hours.

Prices quoted or acknowledged are based on Sierra Pacific Engineering and Product’s (SPEP’s) current cost of material and labor. All of our standard pricing is based on tiered price breaks for single shipment quantities.

Yes! Special pricing beyond the standard matrix may also be available for catalog items ordered in especially high volumes. Price breaks for custom items are evaluated based on estimated annual usage (EAU) expectations and minimum order quantity (MOQ) to cover production lead times.

Unless otherwise specified, Customers agree to accept over-run or under-run volumes not exceeding 10% of quantities ordered. In cases where an overrun or under-run exceeds 10%, we may request acceptance in writing from the Customer.

Yes! We can ship orders anywhere in the world from our US-based warehouses. We can also coordinate “China to China” shipments direct from our factory under the appropriate circumstances.

SPEP prefers to ship products “freight collect” using any carrier our customers specify. In the absence of specific shipping instructions , SPEP will use its own discretion in choice of method of transportation and carrier. SPEP assumes no responsibility for insuring shipments unless specified by Customer, in which event such insurance shall be based on Customer’s valuation and at Customer’s expense. All claims for damage and loss, whether apparent or concealed, shall be filed by Customer with the carrier. SPEP assumes no responsibility for any such damage or loss. SPEP assumes no responsibility for transportation delays. Shortages and/or damage must be noted at time of delivery.

Orders will be scheduled based on the due date referenced on the Customer’s purchase order. If no due date is referenced, the order will be scheduled to ship ASAP. SPEP will provide an order acknowledgement with estimated ship date shortly after receiving your order. Any shipment date specified shall be the date of shipment from SPEP’s plant. Shipment dates given by our order desk are estimates, unless otherwise indicated. Delivery is subject to delays caused by strike, fire, flood, accident, pandemic, or any other cause beyond the control of SPEP, including delays in delivery of material to SPEP by third parties.

Yes! We can split a shipment to deliver to multiple addresses or break up an order into multiple scheduled shipments with different due dates. Note the pricing is typically based on the shipment quantity of parts unless otherwise negotiated. Blanket orders must be accepted within 12-months following receipt of the first shipment.

For items shipped “freight collect” on Customer’s account, the Customer should issue any freight claims with the carrier. SPEP can assist with any information required to help support the claim. For items shipped on SPEP’s account, SPEP will issue any required freight claims with the carrier. In any case of missing parts, please contact SPEP customer service to process any necessary RMAs or replacement orders.

Changes requested by Customer after production has commenced will convert the order to a time and cost of materials basis unless SPEP and Customer have agreed in writing to a revision of price to reflect the cost resulting from such changes. No changes may be made without SPEP’s prior written authorization.

Any order placed with and accepted by SPEP may be canceled only with the written consent of SPEP, upon payment of all expenses already incurred on the order by SPEP prior to the effective date of cancellation.

SPEP warrants that its products purchased under these conditions of sale shall be in accordance with SPEP’s specifications and free from defects in material and workmanship for a period of 120 days from the date of delivery to Customer. Products which are thought to be defective will be accepted only upon the prior approval of SPEP and the issuance of an R.M.A. number. SPEP reserves the right to inspect products prior to issuing an R.M.A. If products are found to be defective, products will be returned at SPEP’s cost for replacement or refund. This warranty does not apply to products which have been subject to alteration, improper use, accident, negligence, abuse, misuse, improper installation, wear, or deterioration due to environmental conditions or failure to adhere to SPEP instructions. SPEP does not assume, nor shall it be responsible for, the cost of removal and/or re-installation of the products, the cost of returning any products for repair or replacement except as set forth above, or any other incidental costs which may arise as a result of any defect. THIS WARRANTY IS EXPRESSLY GIVEN IN LIEU OF ANY EXPRESS OR IMPLIED WARRANTY OF ANY KIND AND IS IN LIEU OF ANY IMPLIED WARRANTY INCLUDING ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE. SPEP SHALL NOT BE LIABLE FOR ANY LOSS OR DAMAGE DIRECTLY OR INDIRECTLY ARISING FROM THE PRODUCTS FOR ANY REASON INCLUDING DAMAGES RESULTING FROM DEFECTIVE DESIGN, MATERIALS OR WORKMANSHIP OR FROM FAULTY INSTRUCTIONS OR OTHER SUCH DAMAGES OR CLAIMS OR REALIZED FROM BREACH OF CONTRACT, IN TORT OR THROUGH PRODUCT LIABILITY OR OTHERWISE.

If returns are necessitated due to errors of SPEP, the customer must obtain an R.M.A. from SPEP and upon issuance of an R.M.A., the products may be returned at SPEP’s cost for a refund or credit. In cases of customer error, only current catalog items in perfect condition will be considered for credit within 30 days from the original purchase date. In such cases, Customer must obtain prior approval of SPEP, an R.M.A., prepay freight, and pay a twenty percent (20%) restocking charge subject to a minimum of twenty-five dollars ($25.00). Special order items are not returnable unless found to be defective. Please refer to the SPEP limited warranty above for terms and conditions relating to returns necessitated by defective products.

Please contact us at (800) 433-5554 or sales@spep.com to get in touch with the appropriate inside and outside sales representatives for your region who can help you with sample requests, requests for quote, and other inquiries.

The sequence of events to initially develop and approve a new custom item is as follows:

1. Customer places an order with quantities, delivery dates, and terms noted in the written quotation. If tooling is quoted, the tooling must be a line item on that purchase order, or it may be submitted on a separate order.
2. SPEP creates design drawings of the part(s) and submits them to Customer for review. Once Customer agrees with all dimensions, tolerances, etc. on the drawing(s), then Customer returns a signed copy of the drawing to SPEP. This drawing will also indicate the newly assigned part number for that item. SPEP considers the signed drawing to be approved by the customer.
3. The creation of tooling to make the required part begins.
4. Once tooling is completed, SPEP will produce 1-3 pieces of off-tool sample parts off of this tooling free of charge. Quality Control (QC) will inspect finished parts against drawings to see if they are within specified tolerances. If Customer requires a higher quantity of off-tool samples to approve, there may be additional cost.
5. Once off-tool parts are approved by SPEP QC, they are then submitted to Customer (along with the “Off-tool Sample Approval Form”) for evaluation.
6. The production run occurs only after Customer has returned the signed “Off-Tool Sample Approval Form” back to SPEP.

No. The creation of custom hardware requires a significant investment of resources at SPEP and we require a commitment (order) from the Customer before we can justify the use of these resources.

Yes! We can also offer 3D printed rapid prototypes for any new design upon request. See our Rapid Prototyping page for more details. Requests for non-plastic fabricated prototype parts will be evaluated on a case-by-case basis.

In the absence of specific requirements which have been specified and agreed upon by SPEP, standard tolerances for the applicable manufacturing method shall be used. SPEP’s default tolerances can be found in the title block of any SPEP drawing.

SPEP ISO procedures mandate that we cannot manufacture a custom part without customer’s explicit approval. Tolerances specified on SPEP drawings reflect our manufacturing capabilities. In some cases, our tolerance will not be the same as those specified on your original drawings. The signed SPEP print gives us the formal record that Customer approves all dimensions and tolerances ahead of tooling creation and manufacturing.

It is not the intention of SPEP to knowingly manufacture any product which infringes on any patent. Parts are made by SPEP strictly in accordance with specifications furnished by Customer or commercial standards of the manufacturing industry. Customer will indemnify SPEP and hold it harmless from any and all damages and expenses, including reasonable attorney’s fees, involved in any claim for infringement of patents by reason of the use or sale of parts made by SPEP, whether used separately or as part of a larger unit or complete entity.

Most collaborative design work will require a mutual NDA for the details of the design. Custom designs for which Customer pays for tooling are proprietary to that Customer. If tooling costs are not paid by Customer, SPEP reserves the right to add such parts to our catalog. SPEP reserves the right to apply for a new patent on items designed solely by SPEP engineers on behalf of our customers.

SPEP will not be responsible for product performance where the product is manufactured in accordance with Customer’s design, prints or specifications. However, drawing and sample approval may be an iterative process to fine tune functionality of the part per customer’s expectations. Extra charges may be incurred for changes made to samples not in accordance with approved drawings or specifications upon which SPEP’s quotation was submitted.

SPEP shall maintain tooling at no charge to the Customer for as long as tooling remains active. Any tooling not used for a period of two years shall be considered inactive. Any tooling changes requested by a customer after creation of tooling has begun shall be the additional expense of the customer.

Tooling and associated fixtures are held by SPEP for exclusive use of customers who paid for them. Tooling costs paid by customers represent only a portion of our actual cost. Payment of tooling charges does not convey the right of a customer to remove tooling from our premises.

Tooling costs will be invoiced as soon as we receive written notification from the customer approving off-tool samples. In most cases, there are no charges invoiced for new custom items until the off tool samples are approved.

SPEP does not view such practices as being profitable in the long term. We have built our reputation by providing quality hardware at competitive prices. We will provide a list of satisfied custom hardware buyers as references to prospective customers who request this information. However, pricing may need to be re-evaluated at time of off tool sample approval based on current market conditions.

In the event that a Customer cancels an order requiring tooling before the tooling has been completed, then the Customer will still be obligated to pay SPEP for all the tooling costs incurred up to that point in time. Orders canceled before tooling creation has begun can be canceled at no cost.

Click the “Register” button at the top of any page on our site. You can also click here to get started.

Creating a user account allows you to download 3D models and drawings for any SPEP catalog items. You can also download a PDF copy of our paper catalog or view the full catalog using an online viewer. Without logging in you can still browse our selection of thousands of parts and see detailed product information to help you choose the right part for your application.

Clicking the “Forgot Password” button on the login page on our site will allow you to reset your password and regain access. If you are still having trouble, please contact us directly for additional support.

Clicking the “Account” button at the top of the page on our site will allow you to review your account information and make any necessary updates.

You can view our complete privacy policy here.

Please contact us directly so we can better assist you. You can reach us by calling (800) 433-5554 or sending an email to sales@spep.com.

You can fill out a credit application on our website here. You can also contact our customer service department for a printable form you can fill out as an alternative.

SPEP standard payment term is Net 30 for customers on credit terms. Any deviation from that must be mutually agreed upon in advance. SPEP reserves the right to suspend production at any time and to withhold deliveries of any or all goods ordered if any payment to be made by Customer has not been made promptly as agreed.

Yes! Customers are not required to be set up on credit terms and can instead pay using a credit card at time of shipment. Credit cards may also be used to pay for orders in the meantime while credit terms are being evaluated.