Shipping Policy

• Dock-to-Dock is the least expensive and refers to your receiving area having a "dock high" area, where the truck backs up, unloads directly from the trailer straight across to your dock. You or your designated shipping staff will then take the product to the end user.
  
  If you do not have a dock, you may need to order a truck with
• Lift Gate Service. This is a truck with the "elevator" tail gate that brings your product from the back of the truck to the ground. Once it is on the ground, you bring it into your building. This type of truck typically adds $65-$100 to the shipping bill, depending on which carrier is used in your area. If you don't have a dock area, but have a forklift or are willing to take the package off the truck, you can avoid the lift gate fee.
  
  
• Inside Delivery means the driver will bring your product into the front door of your building. Driver may place product where you want it, on the first floor, but it is at his discretion based on how much time he has. This service can add an additional $85 - $125 dollars. Freight companies may not make inside delivery into buildings with special flooring such as marble or plush carpeting without special provisions. Should you have questions, please contact our office at 1-866-272-6631.
  
  Products can be delivered above multi-story levels by freight elevator only and will have additional charges. Delivery up or down stairs is at the discretion of the freight company in your area. Not every company provides stair service. These deliveries require 2 drivers and additional fees. Please notify your sales rep should you require this service.
  
  
• Installation Service. If you are short handed, do not have a receiving staff, or want your package unwrapped and trash hauled away, you may want to have an independent contractor receive your product at his location. He will inspect it for damage, call you for delivery time, deliver, and place the product exactly where you want it. He will dispose of all packing materials. The cost for this service varies, depending on how many items are being delivered, your delivery conditions, such as stairs, no elevator, etc. Typically adds an additional $125+ to cost of delivery.
  
  
• Residential Deliveries. Residental deliveries that come by truck (non-UPS or Fed-Ex) require a lift gate. Most transportation companies charge an additional fee for residential deliveries in addition to the lift gate truck charge. These fees also apply to churches, schools, hospitals and universities.
  
  
• Unless otherwise arranged, we ship FOB Origin, prepay freight and add. This means we pay the freight charges and add them to your invoice. You own the merchandise while it is in transit. If there are any damage claims, you as the buyer, file against the trucking company and will receive compensation directly from them. We do this because we are not there personally to inspect/accept the shipment when it arrives. We do not know your dock, receiving conditions or staffing.

Damage Claims:
Very few packages arrive damaged, but it does happen. See our "receiving instructions". The transportation company is responsible for the safe delivery of your merchandise from the time it leaves the manufacturing dock to the time it arrives at your location. It is your responsibility to check for damaged merchandise before the truck driver leaves. Call us right away and we can assist in talking to the driver if you need help. 1-866-207-6631.

In the unlikely event your merchandise arrives damaged, mark all shipping documents as "damaged in transit" with a description of the damage. You may then elect to refuse the shipment, accept it as is (minor scratch) or accept and file a damage claim if after further inspection it is unusable. Provisions apply. Please read the receiving instructions. You have ten (10) days after receipt of product to notify the shipping carrier if a damage claim needs to be filed.

If you are not sure if the package is damaged, because the wrapping looks a little torn, still mark it "damaged in transit" and you can inspect it more closely later in the same day. If it is damaged, you must notify the shipping company as above.

Occasionally a wrapped package will look fine on the outside, but have a dent or puncture once it is unpacked. This is referred to as "concealed damage". Notify the trucking company immediately and request an inspection by the carrier. The trucking company is not liable for concealed transit damage unless notified within two (2) days from receipt of merchandise.

If you must file a damage claim, keep all original shipping containers and outside wrapping. The transportation inspection agent will want to see it.

It is extremely useful to have photographic evidence of any damage. If you can take digital photographs and email them to us, it helps us understand the extent of the damage as we assist you in talking with the transportation company. Final settlement of the claim is between you and the transportation company.

Canceling an order which has already been placed:
UPS and LTL trucks come and go at our dock all day. Orders may ship as soon as 1 hour after being received via telephone or the on-line shopping cart.

If you place an order and need to cancel, it may have already shipped. Once on a commercial freight carrier, we cannot call it back. If your order has shipped, freight charges and restocking fees apply. Orders that have not processed to shipping will be stopped. All requests to cancel an order must be made via email to shipping@rackmountsolutions.net or to your salesman if you placed your order with a member of our staff. This gives both of us a written record of the request. Per our returns policy, some orders can not be cancelled.