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You are here:  Policy

 

Superior Shelving's Metro Policy Page

** This page contains important information about our policies and those of our suppliers.

Company Policy
Freight/Shipping Issues
Fees
Damage
Returns
Tracking Orders
Liabilities
Payment Methods
Prices
Warranties

Company Policy

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:   See below.
  • DAMAGE:  All claims for damage must be made via email (use the 'Contact Us' link below) within 5 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,
    1. the damage is not noted on the shippers paperwork
    2. items are not returned within 10 days of receipt of product
    3. items are not returned in the original packaging
    4. items were damaged through improper installation or use
  • SHORTAGE:   All claims for shortage must be made via email (use the 'Contact Us' link below) within 5 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.
    1. First contact the carrier to see if they misplaced or lost a package.
    2. After you've contacted the carrier, email us and we'll contact the manufacturer for you.
  • PRODUCT COMPATIBILITY: Since we carry many different types of products from multiple manufacturers, we cannot guarantee compatibility of the items you are ordering with each other, or for shelving you may already have. The customer is ultimately responsible to make certain that the items being ordered will work together and for their intended purpose.

Freight/Shipping Issues

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IMPORTANT!

This is for your protection.

BEFORE YOU SIGN FOR YOUR SHIPMENT, count all packages and inspect them carefully for damage, noting any shortages or damage on the Bill of Lading (BoL) 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 for filing a claim with the carrier.

May not apply to FedEx shipments.

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.  If the driver will not let you inspect the product, sign the paperwork as "Subject to Inspection", accept the items, and then contact us if there are any problems.

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 may 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 or undamaged, and then find out that it isn't, you will need to file a claim with the freight company yourself.

See "Damage" below.


REFUSED SHIPMENTS:
NEVER refuse a shipment. Orders may arrive in multiple shipments. Do not refuse any shipment, as that will only complicate matters.  If an order is refused, we will have to charge a return shipping fee (to be determined by freight carrier) on top of the original freight charge, plus a restock/rehandling fee.

SHIPPING METHODS:
Depending on the weight and/or size of your order, the warehouse ships via FedEx Ground or a freight carrier of their choosing.  Typically, lighter/smaller orders ship via FedEx and heavier/larger orders ship via truck.  

FedEx 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 they make 3 unsuccessful attempts, the product will be returned and you will be charged a return shipping fee, in addition to a redelivery fee.

Trucking companies always require a signature and will NOT leave packages without someone there 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:
When shipped via common carrier, the freight costs charged in our shopping cart are for "dock-to-dock", or "curbside" service, meaning that freight companies may require you to unload the truck yourself.  You may be fortunate enough to get a driver who will help you, but they are not required to. 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.

This does not apply to FedEx Ground shipments.


Damage

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If your order should arrive damaged, DO NOT REFUSE IT.  Make sure that you sign for it as "damaged". 

  1. 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. 
  2. Refused orders will be charged a restock fee (see below) AND the return shipping charges.  Plus, original shipping costs are always non-refundable.
  3. Damaged items will be replaced with the exact same item at no cost to the customer.
  4. You must send us a digital photo of the damage.
  5. Damage claims must be made within 5 days of reciept of shipment.

We cannot refund money for damaged items.  The manufacturer 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.

It is very important to inspect your product thoroughly once it arrives. Though the box and packaging may be in good condition, it is still possible that your product may be damaged. Before signing for your product, check for both internal and external damage. If you notice damage to the product or packaging, or if the shipper refuses to let you inspect the items, sign for the product as damaged and contact us immediately, either by phone or by email. Failure to do so releases the shipper of all liability and exposes you to extra shipping and restocking fees, so please do not sign for your product as "good" if you are unsure.

**Please make sure that you go through every one of your boxes before emailing us with any damage or shortage.  We can go to the manufacturer only once with a claim.


Fees

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ORDER CANCELLATION FEE:
If an order is canceled, no matter the reason, a fee will be charged equivalent to 1.5% of MSRP ($15.00 minimum). The only exception is, if a product you are ordering is out of stock for more than 10 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 email (use the 'Contact Us' link below).

For orders that are canceled or refused after the product ships, or if product is returned to the vendor because no one is there to sign for it (or it is refused), other fees will be charged including, but not limited to, return shipping and restocking/rehandling fees. Original shipping charges are non-refundable.

SHIP TO ADDRESS CHANGE FEE:
There will be a $10.00 fee charged if you wish to change the Ship To address for your order after it has shipped.

INCORRECT ADDRESS FEE:
There will be extra charges to correct the Ship To address if an order is undeliverable due to a bad address given on the order. Fee to be determined by the freight company. This may include return shipping costs to the manufacturer (which will be exactly what the mfg is charged by the carrier), a rehandling fee, plus a reshipment fee.

CREDIT CARD PROCESSING FEE:
We do not charge a credit card processing fee. However, if an order is returned (see next section), we must pass on the fee that we were charged by the credit card processor.


Returns

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Most items can be returned.**   Written approval is required from the factory to return merchandise. DO NOT return items without an RMA#. You will not receive a credit.
  • Written approval from Superior Shelving Systems, along with an RMA#, is required to return merchandise. 
  • Returns must be requested by email within 5 days from of receipt of merchandise (use the 'Contact Us' link below). Any and all returned items must be received by the manufacturer within 15 days from date of receipt 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 MSRP of the items.
  • Damaged items will be replaced at no cost, and do not qualify for free returns. See Damage above.
  • Merchandise must be shipped prepaid and insured to the address you will be sent along with your RMA in the original, unopened, and resaleable packaging.
  • Any fees originally charged on the order, e.g. freight, credit card fees, etc., are non-refundable.
  • A 4% credit card processing fee charged by Stripe cannot be refunded.
  • Even if the order qualified for free or discounted freight, original shipping costs will not be refunded.

** ExceptionsNo returns on special orders, cart covers, shelf mats, designer colors, cut posts, or any custom products.

RESTOCKING FEE: 20% of MSRP — $95.00 minimum.


Tracking Orders

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We will email you the tracking numbers once they become available to us, plus the freight companies phone number and website URL. You will be able to track your order status online or by phone. Please Note: if you live close to one of the vendor's warehouses, it's possible that you could receive your order before we receive the tracking info. Please be ready to receive your order even w/o the tracking information.

If there should be a problem with your shipment, we will do everything we can to help you resolve it with the shipper.


Liability

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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 originally paid, minus the original shipping and handling charges, credit card processing fee, and any restocking fee.


Payment Methods

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  • If paying by credit card, your card is charged upon check out.
  • Credit card orders are processed and sent to the warehouse within 1 business day.
  • 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 or C.O.D orders.

Prices

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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. We reserve the right to correct errors in pricing, descriptions, or photos. Also, we will not be held liable for any incorrect information or typographical errors contained herein. For the most accurate information, please consult the latest manufacturer's catalog.

Shipping charges do not include Inside Delivery, Call Ahead phone notification, liftgate truck, ferry/barge fees, or any other extra service provided by the trucking companies. If you need any of these extra cost services, please email us for a quote (use the 'Contact Us' link below).


Warranties

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All warranties are through the respective manufacturer of the product. Superior Shelving makes no warranty over and above the manufacturer's warranty and will not be held liable for any damage or injury due to the installation or use/misuse of the products we sell.

To file a warranty claim, you will first need to send us a digital photo of the damaged item, then, if required, ship a sample piece of the damaged product to the mfg for inspection.  Mfg's do not reimburse the shipping cost on the item(s) you ship to them for inspection.  Please see the manufacturers website for more information on their warranties.


Photographs and Product Changes

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The photos on this website are representations only and show what the product looked like at the time the photograph was taken. Our suppliers reserve the right to change product specifications, materials, styles, etc. that may or may not change the appearance and/or function 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. However, all products we sell are guaranteed to perform their intended function.


Shipping Times

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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 email. We will not be held liable for delays and/or damage caused to an order by the freight company, the weather, or any other situation outside our control, 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 will result in additional charges to you (more info above).

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 or equivalent.  If you wish to have the replacements shipped via a faster method, you can pay for expedited shipping.

** Note: Metro designer colors, cart covers, etc. take longer to ship, usually 2 to 5 weeks, since they are made to order. Once the order is placed with Metro, designer color orders cannot be canceled or returned.