SHIPPING
INFORMATION:
We are proud of our prompt, efficient service. Shipments are sent the least
expensive way, unless you can notify us by email that you want an alternative such as faster shipment schedule. Residential deliveries by common carrier require the shipping company to call the customer prior to delivery. If they cannot reach you then your shipment becomes a return (which will be subject to our return policies).
Shipments under 150 lbs. will be sent via DHL or USPS. Shipments over 150 lbs. will be sent Common Carrier Freight. All orders are sent FOB shipping point. We will notify you in advance of the shipping charges for you to approve and pay for in advance.
Hard to reach areas not on the normal trucking lines route incurs additional shipping fees. We will promptly notify you of the cost. If the shipping company cannot deliver because you gave us an incorrect address, then you, the customer, are responsible for the shipping cost to and from your location.
Our sales orders take usually 5-10 business days to get to our customers. We will notify you very quickly if an item is going to take an abnormal amount of time to ship and give you the option of a refund or to continue filling the order. Custom orders take usually 3-6 weeks to get to our customers.
CANADIAN SHIPMENTS:
The customer is responsible for all duties and tariffs on Canadian shipments.
DAMAGED SHIPMENTS:
If possible, call us while the driver is still with you to receive our help and instructions from us. The idea is to discover any damages before the driver leaves as nobody is responsible for damages if you, the customer, do not indicate the damages on the delivery receipt.
All freight carrier shipments will require a signature and customers must inspect the product(s) at the time of delivery for damage prior to signing for the delivered merchandise.
You must indicate any damage in writing for the delivery on the delivery receipt. Because we make many custom items that can take weeks for you to wait for, and because we do not accept returns on custom orders you need to accept delivery and indicate damages before the driver leaves. The you can decide to file a claim for your repair costs or full replacement, whichever is the better alternative.
We recommend on items not manufactured by us that you refuse shipment if the item is damaged and you will do a damage claim to get you a new item. (Except fireboxes with slight dents in the back - not the face - as this is not seen and you can clearly read on the side of the firebox label the manufacturer states that these dents are normal and do not effect performance.)
Inspect the shipping container(s) upon delivery. If damage is evident, have
the driver make note of the condition. Open your order immediately and
check the contents against your enclosed invoice. Do not sign for a damaged product without making a note that the product was not received in good condition or a claim for replacement will be void! We do not take returns on custom orders so full documentation must be made with the driver for you to have a valid claim. We must be notified within 24 hours that a product has been received damaged!
Any claim for damaged or missing
merchandise must be filed within five (5) days. Save the container(s) that the
shipment arrived in.
SHIPPING POLICY:
We ship to continental U.S. locations and Canada only.
Items that are shipped by freight carrier to a home or residential address are subject to a residential delivery fee from the freight company, these fees are not included in our shipping prices. Residential delivery fees range from $72.00.00-$100.00.
To avoid a residential delivery charge you can choose to have your order shipped to a commercial address when the order is placed, or you can make arrangements to pick your order up from the trucking terminal when they call for delivery arrangements.
NOTE: The residential delivery fee only covers the shipping to a residential address. This fee does not include inside delivery or any other special shipping request. Freight carriers will charge extra for all requests other than having the product in the truck delivered "curbside" at the address the customer has specified. We also have a $50.00 lift gate fee for very heavy items - if you do not have a bunch of guys we highly recommend this.
The freight carrier will call you to schedule delivery after the product has been shipped.
If the customer is not available to schedule a delivery time the product will be returned to the customer and us is responsible for all shipping charges and reshipping charges.
If the customer decides they do not want the product after shipment they are responsible for all shipping charges and a 25% restocking fee.
All special freight carrier requests such as inside delivery, lift gate, residential delivery, sort and segregate, and help unloading costs are the responsibility of the customer and are not included in our shipping costs posted online. The customer will have to pay any additional fees for these special requests and must notify us of these requests prior to shipment so that we may ship by a freight carrier that will do the special requests needed. If these requested services are not asked for through us prior to shipment we may not be able to offer them at all. If the request is given to the freight carrier we will be charging you the extra fees after you have received the shipment without prior notification.
We can ship some products in large quantities to Alaska & Hawaii, but shipping costs vary and must be quoted by phone.
Once an order has been shipped the shipping process cannot be cancelled.
If you give us the wrong address we will charge you for any extra fees accumulated.
RETURNS:
To assure prompt and accurate
credit on returned merchandise, we ask that you follow these steps:
We provide a much more extensive depiction of our products on our websites and email quotes/designs in an effort to provide 100% satisfaction to all our customers . So far we have only had one customer out of hundreds who was not happy.
Please read the description and view the images carefully. Our goal is to have your product arrive with no surprises just like all our other satisfied customers.
Of course if a mistake is our fault such as sending you the wrong item or not as described we will gladly return that portion of your total purchase that we got wrong.
Most of the products we sell our company either manufactures ourselves or ships directly from the source to save you money. These methods do not allow us to accept returns.
Credit or adjustment is given on mistakes that are our fault, provided you email us at support@productioncontractors.com within five (5) days from receipt of merchandise.
Sometimes we do make exceptions to this policy and allow a return but this is done on a case-by-case basis (subject to our discretion). No returns for any of the above reasons after 30 days of
purchase date. Shipping is non-refundable. On items where the customer did not pay shipping that means we paid the shipping cost for the customer and our original actual cost of shipping to the customer will be deducted from any applicable refunds.
Absolutely no returns accepted
for any type of custom made order. This includes freight damages (we will help you with your claim). We protect our manufactured items by wrapping them in strong hardboard (at considerable expense on our part) so damages are very very rare and so far have amounted to a small part of the order that can easily be fixed without returning it.
We do our best to satisfy our customers so if an adjustment to the manufacturing design or the method of your item is required due to our mistake we reserve the right to decide on the remedy procedure.
Absolutely NO returns
accepted unless the merchandise is in original cartons in new condition. Credit
will not be issued for returned material that has been marked, altered, or
abused. Credit cannot be issued if product is missing instructions, the box,
any hardware, and/or is damaged in any way ( Please ship everything back to us insured ).
NO returns are accepted freight collect or COD. Send all returns prepaid and insured for current value to protect yourself. Freight costs are always paid by customer.
Keep damaged, lost or short
shipments until notified otherwise.
DEFECTIVE
MERCHANDISE:
For merchandise found defective email our Customer Service Department
at support@productioncontractors.com for an adjustment and/or return
approval. We will make a satisfactory adjustment and/or return on all unused, defective merchandise
if we are notified within five (5) days of our delivery date.
DISCLAIMER:
All items subject to prior
sale. Prices subject to change without notice. Clerical or inadvertent pricing
errors are subject to change. Images on our website are taken job by job and we will make your item to look like the picture you see but you need to understand that
measurements, shapes, colors, design, will vary ever so slightly on products we manufacture because we generally make things as a construction process rather than a mechanical process. Some examples: Brown will be brown not green. Five feet might give or take a couple of inches or so. A curve will be curve not a straight line but might be a slight different size or shape. A gas log set in fireplace may have slightly different logs but still look the same. (if you order a specific item such as that same log set above to be exactly the same by a specific manufacturer then it will be exactly the same in that case.)
If we have not updated a price on the internet, it could be wrong and we are not responsible for selling you that item at that price. We will give you the option of paying the difference or canceling the order. On items that have prices reduced from what the customer paid for it we will not refund the difference.
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