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Superior Shelving Policy Page
This page contains important information about our policies and those
of our suppliers.
Please read everything here, as all of it is important.
Company Policy
Freight/Shipping Issues
Fees
Damage
Returns
Tracking Orders
Liabilities
Payment Methods
Prices
Warranties
You, the customer, are our number one priority, so we do everything we possibly can to make it easy for you to do business with us. If there should ever be a problem with your order, we will do everything we can to correct it. All the products we sell are designed to be used for many years down the road without any problems. However, our suppliers have a few rules and regulations that we must live by, and they are as follows:
- RETURNS: Written approval is required from the factory to return merchandise. Special orders and designer colors cannot be returned. All merchandise must be returned within manufacturers limits. New and unused items only, and in the original packaging. All returns will be subject to a restocking fee (see below). Returns must be shipped back to the originating warehouse prepaid and insured (in the original, unopened packaging). Original S&H is not refundable.
- DAMAGE: All claims for DAMAGE must be made via e-mail (see 'Contact us' link below) within 15 days from receipt of merchandise. The manufacturer reserves the right to inspect the merchandise before issuing any type of credit. Damaged items will be replaced at no cost to customer UNLESS,
- the damage is not noted on the shippers paperwork
- items are not returned within 30 days from ship date
- items are not returned in the original packaging
- items were damaged through improper installation or use
- SHORTAGE: All claims for SHORTAGE must be made via e-mail (see 'Contact us' link below) within 15 days from receipt of merchandise. If you are short pieces, first check the packing slip and make sure that you received all the boxes and/or pallets listed.
- If you did not, first contact the carrier to see if they misplaced or lost a package.
- If you did, let us know and we'll contact the manufacturer.
| Freight/Shipping Issues |
IMPORTANT! IMPORTANT! IMPORTANT! IMPORTANT!This is for your protection.
As stated above, we will do everything we possibly can to help you, should a problem arise. However, we cannot be held liable for any problems that should arise from sources outside our control - including, but not limited to, the freight company or the manufacturer. Before you sign any paperwork, know for sure what you are signing for. If you sign for the order as complete, and then find out that it isn't, you will need to file a claim with the freight company.
BEFORE THE TRUCK DRIVER LEAVES, count all packages and inspect them carefully for damage and note any shortages or damage on the Bill of Lading when you sign for it. If it's shrink wrapped onto a pallet, cut the wrapping and count all boxes and/or pieces. You must note any shortage or damage on the carriers paperwork. If you do not, you will be responsible to file a claim with the carrier.
REFUSED SHIPMENTS:
NEVER refuse a shipment. Orders may arrive in multiple shipments. Do not refuse any shipment, as that will complicate matters. If an order is refused, we will have to charge a return shipping fee on top of the original freight charge, plus the restock fee.SHIPPING METHODS:
Depending on the weight and/or size of your order, our suppliers ship via UPS Ground or a freight carrier of their choosing. Typically, lighter/smaller orders ship via UPS and heavier/larger orders ship via truck. UPS may not require a signature and can leave packages at a residence, even if no one is home. Trucking companies do require a signature and will not leave packages without someone to sign for them. Because of this, freight companies will charge extra if they find no one available to sign, and they have to make another trip back with the merchandise.FREIGHT COSTS:
The freight costs charged in our shopping cart are considered "dock-to-dock", meaning that freight companies require you to unload the truck yourself. Pallet jacks, lift-gate trucks, inside delivery, ferry charges, and other services performed by the freight company are extra charges imposed by them.
| Damage |
If your order should arrive damaged, DO NOT REFUSE IT. Make sure that you sign for it as "damaged".
- If you don't sign for it as "damaged", we will not be able to file a claim for you with the freight company. You would need to file a claim yourself.
- Refused orders will be charged a 20% restock or a return shipping fee. Original shipping costs will not be refunded.
We cannot refund money for damaged items. The mfg will replace them at no cost to you. Orders cannot be changed or canceled after receipt simply because of damage.
**Please make sure that you go through everything before e-mailing us with any damage or shortage. We can go to the manufacturer only once with a claim.
| Fees |
ORDER CANCELLATION/CHANGE FEE:
There will be a 2.5% ($15.00 minimum) fee charged on all orders that are canceled or changed before the order ships, no matter the reason. The only exception is, if a product you are ordering is out of stock for more than 30 days, you will be given the opportunity to cancel the order, or that particular item, at no cost to you.Cancellations or changes MUST be made in writing via e-mail (see 'Contact us' link below).
For orders that are canceled or refused after the product ships, other fees will be charged including, but not limited to, return shipping and a restock fee. Original shipping costs are non-refundable.
| Returns |
RETURNS/RESTOCKING FEE:
20% ($25.00 minimum)
**Metro has a $280.00 minimum product return amount.
- Restock fee applies to any and all returns, no matter the reason, and is based on the SubTotal amount before discounts, taxes, fees, shipping, etc.
- Written approval from Superior Shelving Systems is required to return merchandise.
- Returns must be requested within 15 days from of receipt of merchandise. Any and all returned items must be received by the manufacturer within 30 days from shipping date and be returned in the original, unopened, and undamaged packaging.
- Merchandise must be shipped prepaid and insured back to the originating mfg warehouse [not to Superior Shelving] in the original, unopened, and resaleable packaging.
- Damaged items will be replaced with the exact same item at no cost to the customer.
Exceptions - special orders, cart covers, designer colors, and custom products are not returnable.
| Tracking Orders |
We will e-mail you with tracking numbers and freight company phone number once they become available to us. You will be able to follow your order with this information.
If there is a problem with your shipment, we will do everything we can to help you resolve it with the shipper, but tracking orders with the freight company will be the end users responsibility.
| Liability |
Superior Shelving Systems will not be held liable for any situation beyond our control including, but not limited to, problems with our suppliers and/or the freight companies they use. If there should ever be a problem, we will work diligently to correct it for you. However, monies paid will not be refunded unless the problem resulted directly from our doing and we are unable to fix it. We will not be held liable for time lost, or any other expenses beyond the purchase price of any items not received. Refunds will be limited to what was paid originally, minus the restock fee and original shipping and handling charges.
| Payment Methods |
- Checks must clear the bank before an order is processed. This usually takes approx 5 to 7 business days.
- Credit card orders are processed within 24 hours (business days only).
- Your credit card is charged upon Check Out.
- We are not set up to take P.O.'s, C.O.D's, or phone orders.
DIFFERENT BILLING/SHIPPING ADDRESSES:
To help combat credit card fraud, if the Ship To address on your order is different than the cardholders Bill To address, we must be able to verify either the Ship To address (or the cardholders phone number) with the credit card company
- If we can verify the Ship To address, we'll process your order right away.
- If we cannot verify the address, but are able to verify the phone number, we will call the cardholder on that number to verbally verify the ship to information with them.
- If we are unable to verify either the Ship To address or the phone number, we will not be able to ship your order to that address. To continue with your order, you can either call your credit card company and set up the Ship To address as an alternate address, or have the order shipped to the Bill To address [we cannot ship to a P.O. Box or an APO address].
| Prices |
Although we do our very best to keep our website up-to-date, the prices listed on this web site are subject to change without notice. Also, we will not be held liable for any incorrect information or typographical errors contained herein.
Shipping charges do not include Inside Delivery, Call Ahead phone notification, liftgate truck, ferry/barge fees, or any other extra services provided by the trucking companies. If you need these extra cost services, please e-mail us for a quote.
| Warranties |
All warranties are through the respective manufacturer of the product. Superior Shelving makes no warranty over and above the manufacturers warranty and will not be held liable for any damage or injury due to the installation or use/misuse of the products we sell. Please see the manufacturers website for more information on their warranties.
| Photographs and Product Changes |
The photos on this website are representations only of the products we sell. Our suppliers reserve the right to change product specifications, materials, styles, etc. that may or may not change the appearance of the product. Because of this, the product you receive may not look exactly like the photograph. We make no guarantee, either written or implied, as to whether the product will fit a specific look or decor that you want, based on the photographs or descriptions.
| Shipping Times |
Although most orders are usually shipped within a couple of days, we make no guarantees as regard to shipping times and/or arrival dates since we drop ship directly from the manufacturer. However, we will notify you when your order ships and send you tracking information via e-mail. We will not be held liable for delays and/or damage caused to an order by the freight company or the manufacturer, however we will work with you to resolve any and all problems that might arise. If your order should arrive damaged, make sure that you sign for it as damaged. Do not refuse any shipment as this will cause delays in getting a resolution and could result in additional charges to you.
If your order should be delayed or damaged, we will do everything we can to get the manufacturer to expedite the sending of replacements. However, replacements will be sent via the original shipping method. If you wish to have the replacements shipped via a faster method, the customer would need to pay for the expedited shipping.
