Close Window

How to Order Replacement Parts
Skill required to complete this article: Administrator and level is Novice.

This article contains the contact information and procedures for ordering replacement parts. Be sure to read this information so that you will receive the correct parts, on time, and in the right place.

Contact Information

Parts Orders

Voice (Toll-Free): (877) 315-3400, select "2" at the prompt

Fax: (513) 881-5143


OnTimeParts Catalog:

The Parts Department normal working hours are Monday through Friday, 8:00 AM to 5:00 PM Eastern Time, except holidays. For emergency parts support outside of normal business hours, call the (877) 315-3400 and select 2 at the prompt.

Warranty Part Ordering Procedures

The Warranty Replacement Parts program is designed to replace parts used from your spare parts inventory.  It is not designed to supply emergency replacement parts. To maximize system up-time, it is very important to have a well stocked inventory of spare parts.

The warranty period for the conveyor equipment is detailed in the sales contract. The standard conveyor equipment warranty period is (1) year.

Parts can be ordered by phone, Fax, e-mail, or by using our OnTimeParts Catalog. The OnTimeParts catalog displays a complete description of the part and also shows the current price and availability.

During the warranty period, all parts that have failed due to defects in material and/or workmanship will be replaced at no cost.

Damage caused by misuse, accidents, misalignment, improper installation, improper maintenance, modification by anyone except Intelligrated personnel, lack of preventative maintenance, power failure or surge, air conditioning or humidity control, transportation, or causes other than a defect in the materials or workmanship are also not covered.

Use the following procedure when requesting a warranty replacement part:

1. Print a copy of the Warranty Request Form.xlsx.  Complete the form, providing as much information about the equipment and part as possible including the description, manufacturer, any information stamped on the part, and all of the information from the label on the conveyor.  Part numbers can be found in the appropriate maintenance manuals.

2.  E-mail the form to or Fax it to (513) 881-5143.

3. Upon receipt of the completed Warranty Request Form, the Warranty Administrator will enter the warranty order into the ordering system and issue a Returned Material Authorization (RMA) number.

4. The Warranty Administrator will record the Returned Material Authorization (RMA) on the completed Warranty Part Request Form and indicate on the form if the part(s) must be returned to Intelligrated.

5. The Warranty Administrator will Fax or e-mail the Warranty Request Form back to you.  If there is a cost or negative quantity idsplayed on the order acknowledgement, the part(s) must be returned to Intelligrated.

Return the defective part(s) to Intelligrated at the address below.  Be sure to package them appropriately to prevent damage during shipment.  Include a copy of the Warranty Request Form inside the package and clearly mark the RMA number on the outside of the package.

Intelligrated Parts Department
4436 Muhlhauser Road, Suite 300
Hamilton, OH  45011
Attention: RMA#

Parts received without an RMA number will be returned to the customer.  If Intelligrated does not receive the defective part(s) within 10 days, the customer will be billed for the replacement(s).

6. The order will be processed and the replacement part(s) will be shipped to you as soon as possible.

Warranty orders are always shipped via ground service at Intelligrated's expense. Other shipping arrangements can be made but you will be billed for all shipping charges.

Non-Warranty Part Ordering Procedures

Use the following procedure when ordering a non-warranty replacement part:

1. Contact the Parts Department by e-mail, Fax, phone, or by using our OnTimeParts Catalog to request the replacement part. Provide as much information about the equipment and part as possible including the description, manufacturer, any information stamped on the part, and all the information from the label on the conveyor. Part numbers can be found in the appropriate maintenance manuals.

2. Parts can be purchased using company issued purchase orders or by credit card (Visa or MasterCard).

Note: There is a $100 minimum order for non-warranty orders. 

Order Processing and Shipping

Orders for stock items are normally shipped the next business day.

Non-stock orders are subject to the lead time of the part. Orders are shipped using ground service (freight prepaid and added to invoice) unless otherwise requested. Emergency service to ship using a package carrier or scheduled airlines is also available for an additional charge.

Warranty orders are always shipped using ground service. Other shipping arrangements can be made but you will be billed for all additional shipping charges.

New Parts Warranty

All parts purchased from Intelligrated carry a one-year warranty. All parts supplied at no cost as a warranty replacement for a component assume the warranty of the part being replaced.

Intelligrated will repair or replace, at our option (F.O.B. shipping point), parts which prove to be defective in material or workmanship within the warranty period. Intelligrated reserves the right to deny any warranty claims if during inspection it is determined that failure or damage was caused by accident, abuse, or neglect by the user.

Parts damaged in shipment must be handled by submission of a claim to the shipper. Please save all boxes and packing materials and contact the Parts Department.

Recommended Spare Parts

Intelligrated can prepare a recommend spares list that will meet your need. The spares list will take into account the expected failure rate of each component and the criticality of each part for each segment of your material handling system.

OnTimeParts Catalog

The Intelligrated OnTimeParts Catalog is a comprehensive material handling on-line parts catalog. Our unique "One Stop Shop" makes it easier to find, order, and receive all your replacement and spare parts for your Material Handling Systems, sub-components, and assemblies.

Accessing the OnTimeParts Catalog

The use the OnTimeParts Catalog:

1. Go to

2. Enter your e-mail and password in the Email and Password fields and click Go.

3. Search for a part by entering information in the Search field or by selecting a topic from the Browse Parts sidebar.     

4. Select a part by clicking on the photo or part name.

5. Enter a quantity in the Quantity field and click the Add to Cart button.

6. Click the Cart link to checkout.

7. Verify the order information and click the Checkout button to submit the order.

8. Click the Log Off link to end the session.


With the Intelligrated OnTimeParts catalog it's easy to place your orders on-line. However, you can contact us any time toll free at 1-877-315-3400. Or, to send us an e-mail, just click on the link on the home page.

Your on-line parts order is risk free. We provide a full money back guarantee if you are not totally satisfied with the service of the OnTimeParts Catalog.

We’ve also included contact information, policies, and how to information. Just click on the “Help Desk” link at any time.

If you are new to the OnTimeParts Catalog, click the "Help Desk" link and the "How To" link for details on how to place an order.

Information in this document is subject to change without notice and does not represent a commitment on the part of Intelligrated Systems, LLC (“Intelligrated”). This information is typical of the questions and general advice given; however, your particular case and circumstances may produce different results or require different recommendations. Therefore, use of this information is not a suitable replacement for contacting Intelligrated Technical Service engineering for specific recommendations and solutions to your application.

No part of this article may be reproduced or transmitted in any form or by any means including recording, or information storage and retrieval systems, for any purpose without the express written permission of Intelligrated. All information contained within the article is private and confidential and the sole property of Intelligrated.

In no event shall Intelligrated be liable for any damages whatsoever including, without limitation, damages for loss of business profits, business interruption, loss of business information, or other pecuniary loss, even if Intelligrated has been advised of the possibility of such damages. Because some states do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitation may not apply to you.

 Related Articles
No Related Articles Available.
 Article Info
 Article ID:  KB-10003
 Published on  12/5/2007
 Last Modified on  3/28/2018
 Last Modified by  Natalie Arazoza
 Original URL:
Close Window