Our Customer Service Department is available Monday through Friday, 7:30 AM to 4:00 PM (Central time) to answer your questions and help with any difficult situations you may have. Call our toll-free number 800-733-5025 for assistance or e-mail us at email@example.com
In order to better serve all of our customers, we are implementing the following guidelines forwalk-in customers and customer pick-ups of merchandise effective May 1, 2011.
It takes all departments working together to efficiently produce and fill your orders. So that our sales, warehouse and manufacturing personnel may meet your needs we are implementing the following guidelines for customers:
- Walk-in visits require an appointment to assure we have a salesperson available. Office hours are 8am to 3pm, Monday through Friday. Appointments may be scheduled by calling 800-733-5025.
- Pick-up orders require to be scheduled with our warehouse 24 hours in advance. Your order will be pulled and staged ready for pick-up at the agreed upon time.
- Same day pick-up orders will incur a $50.00 rush charge.
- Structure or custom produced pieces should be picked up within 24 hours of the agreed upon time. Items not picked up will be shipped at your expense or charged a $50.00 perday holding fee.
- Should there be a weather emergency that prevents your pick-up (ice, snow, etc.)exceptions will be made on a case by case basis.
- Pick up orders must be paid for at the time of placing the order. For your convenience we accept, Visa, MasterCard, Discover and American Express.
Important: Customer is responsible for receiving truck shipments.
Once the carrier picks up your freight form our facility, safe delivery of this shipment is the responsibility of the carrier. We will be glad to render assistance to trace and recover goods.
Examine shipment carefully before signing freight bill. While counting the number of boxes and bundles, it is extremely important to check for shortages and/or damaged materials. If the box and bundle count does not agree with the bill of lading, or damaged material is found, it is your responsibility to note shortage or damaged on the freight bill. Failure to note shortage or damage on the bill of lading before the driver leaves will jeopardize your claim.
Truckline shipments leave our warehouse in good condition. It is possible that in the process of transportation and shuffling of trailers, material may become either damaged and/or missing. Therefore, Stuppy cannot be responsible for conditions over which we have no control.
Replacement material will be shipped and charged to your account. In this regard, you are obligated for prompt payment of all material (original or replacement) to Stuppy. It is the responsibility of the trucklines to reimburse you for damaged or missing items on your claim.
Most transportation companies will not consider a claim unless presented within two (2) months from date of shipment. Your claim must be made promptly. The carrier’s agent will assist you in preparing a claim.
The following originals must accompany your claim:
- Shortage / damage freight bill
- Replacement invoice
- Replacement freight bill
If you discover concealed damage after the carrier has left, you have 4 days from the receipt of the material to request an inspection by the trucklines in order to file a claim. If you sign your freight bill clear without exceptions and there is damage or shortage found after the freight bill is signed clear, we cannot be responsible or file a claim on your behalf. It is your responsibility to immediately contact the delivering carrier and report the damage so an inspection can be scheduled.
Check items received with the packing list. All boxes are numbered and will have a label identifying the ship-to address. You may receive one large box that will have many small boxes inside. The large box will be identified as “A’. All of the small boxes found inside the large will be listed on your packing list as 1A, 2A, etc. Shortages attributed to our count in packing must be made within three (3) working days from the date the shipment is received. If there are discrepancies, contact our Customer Service Department immediately at 800-733-5025 or e-mail firstname.lastname@example.org giving the details.
All returns for credit must have the prior approval of our office and must be justifiable reasons. The credit extended for such approved returns will be based on the invoiced value at the time of purchase. Credit will not be issued for material which was originally shipped on a no-charge status. All authorized returned material must be in re-saleable condition and packaged in original factory cartons. Returned steel tubing or aluminum extrusions must be returned in original lengths. Any material not received in accordance to the above guidelines may be subject to a restocking charge of up to 20% unless waived for extenuating circumstances.
Please Do NOT return any merchandize without prior permission from Stuppy, Inc.
** SHIPMENT INFORMATION
United Parcel Service Delivery:
UPS deliveries are general the best method for shipping, providing certain requirements can be met. We cannot ship all materials via UPS. We can only ship via UPS when someone is available to receive the package from UPS delivery person and sign for it. A phone number is helpful on packages in case of delivery problems.
All 50 states in the U.S.A. and parts of Canada
Next Day Air:
Shipments can be sent via next day air to all states including all of Alaska, Hawaii, and parts of Canada by combination of overland and air. However, no dangerous articles can be sent NDA such as insecticides, aerosols, etc. Alaska and Hawaii require one (1) extra day.
Second Day Air:
Delivered on second business day after shipping
Third Day Select:
Delivered on third business day after shipping
UPS has no weekend deliveries. Maximum weight per package is 70 pounds. Maximum length is 108 inches.
If you see that the package is damaged upon receipt from UPS, refuse the shipment. UPS will return the shipment to us. We will file a claim and send out a new shipment immediately. If after opening the package, you find concealed damage, notify us at once and we will have UPS pick up the merchandise and return to us for a claim and well re-ship your order.
UPS cannot deliver to an address with a post office box. A Street or road address is required.
Limited Warranty Procedures:
Stuppy, Inc. is a national distributor for several major products used in the greenhouse industry. Each manufacturer has set forth warranty procedures that must be followed to validate the warranty. Warranty procedures are normally found in the Service and Installation manual that is packaged with the piece of equipment when it is received. The manual should be retained for servicing equipment.
If the warranty procedure cannot be located, call Stuppy, Inc. and we will advise you of necessary procedures an