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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. [DO NOT return items without an RMA#.]
- 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.
- After you've contacted the carrier, e-mail us and we'll contact the manufacturer for you.
| Freight/Shipping Issues |
IMPORTANT! IMPORTANT! IMPORTANT! IMPORTANT!This is for your protection.
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 strapping to count and inspect 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.Do not let the driver rush you or intimidate you into not inspecting the merchandise before you sign for it. It is your right – and your duty – to inspect the merchandise fully before the driver leaves.
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.
See "Damage" below.
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. However, if they do require a signature and no one is there, you will be charged a return shipping fee, in addition to a redelivery fee, if the product is returned.
Trucking companies always require a signature and will NOT leave packages without someone to sign for them. Because of this, freight companies will charge double shipping 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/or any 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 fee AND the return shipping charges. Plus, original shipping costs are non-refundable.
- Damaged items will be replaced with the exact same item at no cost to the customer.
- You must send us a digital photo of the damage.
- Damage claims must be made within 15 days of reciept of shipment.
We cannot refund money for damaged items. The mfg will replace them at no cost to you (as long as all the requirements are met.). Orders cannot be changed or canceled after receipt because of damage or any other reason.
**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 3% ($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 the 'Contact Us' link below).
For orders that are canceled or refused after the product ships, or if product is returned to the mfg because no one is there to sign for it, other fees will be charged including, but not limited to, return shipping and restocking fees. Original shipping charges are non-refundable.
MINIMUM ORDER FEE:
There will be a $10.00 fee charged on all Nexel orders under $70.00.
| Returns |
- Returns must be requested in writing 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.
- 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, along with an RMA#, is required to return merchandise.
- Merchandise must be shipped prepaid and insured back to the originating mfg warehouse in the original, unopened, and resaleable packaging.
- Original shipping cost and/or any other originally charged fees are not refundable.
RETURNS/RESTOCKING FEE:
Aigner:
Since we offer free samples of all Aigner label holders, there are no returns of Aigner products.
Nexel:
10% ($10.00 minimum) if purchasing other merchandise of equal or greater value at the time of the return,
otherwise 25% with a $20.00 minimum.
Metro:
25% with a $50.00 minimum ($280.00 minimum product return amount).
Exceptions – No returns on special orders, cart covers, designer colors, or custom products.
| Tracking Orders |
We will e-mail you with the freight companies phone number, web site, and tracking numbers once they become available to us. You will be able to track your order status online or by phone.
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 late tracking information, 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 original shipping and handling charges, and any restocking fee.
| Payment Methods |
- If paying by credit card, your card is charged upon check out.
- Credit card orders are processed within 24 business hours.
- Checks must clear the bank before an order is processed. This usually takes approx 5 to 7 business days.
- 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 any of these extra cost services, please e-mail us for a quote (see 'Contact Us' link below).
| 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, descriptions, or any other criteria.
| 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 arrive damaged or missing items, 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.
