Delivery and Returns
SHIPMENTS TO CUSTOMERS
Packages are generally dispatched within 15 days after receipt of payment and are shipped via UPS, FedEx or Freight ground service with tracking and drop-off with signature. If you prefer delivery by other providers please contact us before choosing a product, additional charges may be applied. Shipping fees include handling and packing fees as well as postage costs on smaller items. Handling fees are fixed, whereas transport fees vary according to volume and total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. We take special care to protect all objects. Boxes are amply sized and your items are well-protected.
THERE ARE TWO CATEGORIES OF FREIGHT DAMAGE
NOTATED DAMAGE – Damages are notated when the damage is specifically written on the delivery receipt and/or are refused. HiPEQ LLC. must be notified of the damage and/or refusal as soon as possible so that we may file a damage claim with the freight company. You are encouraged to take photographs of the damage and email them to us at firstname.lastname@example.org. If the driver did not remove the goods at the time of delivery, you must retain the product and all of the packaging including the stretch-wrap, carton and any foam it contained. The freight company may or may not come back to inspect and remove the merchandise. If they do not remove the product then wait until we authorize you to dispose of it.
CONCEALED DAMAGE – Damage that is found after the driver has left and was not notated on the delivery receipt is concealed damage. Replacement or repair costs will apply on all concealed damages. It is your responsibility to inspect the entire shipment before the driver leaves. Failure to do so releases HiPEQ LLC. from all liability. If concealed damaged is discovered HiPEQ LLC, must be notified within 24 hours (excluding weekends). We require that all original packaging materials including stretch-wrap, carton and any foam contained therein be retained until we advise you it may be discarded. You are encouraged to take photographs of the outer and inner packaging as well as the damaged product. We will ship a replacement as soon as possible at cost to you. (See additional information on “Concealed Damage” information sheet).
All freight companies allow a specific amount of time for you to inspect your shipment before the driver leaves. The time limits are based on the total weight of your shipment. If the driver refuses to wait, then you must call HiPEQ LLC. immediately and contact your local delivering terminal. Normally you will have 15 to 30 minutes to inspect the shipment.
If you signed for the carton without notating any damage on the delivery receipt you have signed the goods as “Free and Clear.” A notation of “Subject to Inspection” or “Possible Damage” on the delivery receipt is not acceptable and is viewed the same as if it were signed clear. If damage is not specifically notated on the delivery receipt, the delivering freight line will not accept responsibility for the damage. That means that we will not be reimbursed for the damaged merchandise and freight charges; therefore, we cannot provide replacements to you free of charge. You will be responsible for any replacement costs. Damages that occur in transit are unfortunate. Our policies are in place to expedite the process of sending replacements or repairing as quickly as possible. Please, do not hesitate to call if you have any questions regarding our policy on accepting freight shipments: 650.549.5888
We advise all dealers and end users to carefully read our policies which contain information on what to do if your shipment is damaged and outlines our procedures for resolving the situation. Our policies are directly impacted by freight companies as we have to follow their rules and regulations when submitting a damage claim.
RETURNS FOR SERVICE OR REPAIR
An RMA (Return Merchandize Authorization) must be obtained prior to shipping any items back to HiPEQ. Please clearly mark the RMA number on the outside of the packaging. Damage or loss of goods during shipment is the sole responsibility of the customer. Product must be returned in original carton or in packaging of equal or greater quality. Preferred method of shipment is Freight, UPS or FedEx. Please see Conditions for Warranty and Return policies