We use many different shipping carriers and the reality is sometimes there is loss or damages. It’s the most unfortunate outcome and I assure you that we prefer that your order arrives on time, without incident. Alas, that doesn’t always happen so heres more fine print….
In the event that your delivery is taking longer then expected, not delivered or lost or mis-delivered, please read the following sections or contact us via phone immediately for assistance. Every order includes a tracking number at time of shipment, please due diligence and please track your own package. Once the items leave our shop, we have limited control of what happens from then.
Taking longer to deliver then originally anticipated.
Start by calling your respective local shipping providers office and see if they can help with the locating of the package. If they are of no help, which is often the case, please call or email us directly. In many cases, it will eventually show up, sometimes the services simply take longer then anticipated, and we have to excuse ourselves for other companies operating procedures. We can figure out the best course of action.
Not Delivered, Lost & Mis-Delivered
We are limited to what we can do on behalf of the shipping companies, when the shipment is not delivered, lost or mis-delivered by the carrier service. Our protocols can differ:
DIY Parts – we will usually replace the items originally ordered (depending on value) and send out using the shipping method our our choosing. If you would like some type of expedited service, please call in and we can usually make that arrangement. Additional cost may apply and would be due prior to shipment leaving our shop.
Boards/Cases/Custom Shop Builds – this is tricky, we are a small shop, in the event that the shipping carrier looses this type of package, an insurance claim will be made for the full value of your product(s), and we can either issue a full refund, or rebuild and ship the exact same product(s) from the original order if the insurance claim is approved. Claims can take a while, so please be patient with us during that time, we understand that it sucks, and you want what you have paid for (right-fully so), but we simply cannot fund shipping carrier fuck ups. We will work with you, and we will make it right!
Damaged During Transit
If your package and/or product happens to be damaged during shipment, please follow these simple guidelines. We will certainly need to be made aware promptly so we can start the ridiculously arduous claim process with the shipping carrier.
- start by documenting with detailed pictures, the condition of the box, in almost all instances, a picture that includes the original shipping label will be required
- take pictures of the damaged product(s) showing as best you can, the obvious physical damaged incurred during transit
- the claim process can take a while and we will either start the replacement process or have to request that the claim be settled prior to product replacement. (this is usually the case on high value items such as custom shop builds) We’re sorry to have to impose these claims, but the loss is not your fault, nor ours so working together to meet a satisfactory outcome is mandatory. We cannot however, take 100% blame for the misfortune of a third party companies lack of quality control. If you are unable to agree to these terms, please DO NOT buy anything from us. If you are unclear about these terms, please let us know PRIOR to any Purchase(s).
As always, if any of the information above is not clear, please call in and we can chat. We are a small company, so take advantage of the small business customer service we provide!
If you have any questions about these policies, please call in PRIOR to placing your order: 707.836.7440