Rackmount Solutions wants you to be completely
happy and satisfied with your purchase and that includes the shipping
method to your location. Items ship by UPS daily,
or LTL motor freight truck and/or their designated
partner/contractors. If you have an established account with a delivery
company, we will make every effort to ship on that carrier
and you will be billed directly by them. Please tell us at the time
the order is placed. Some orders ship within 1 hour of order entry.
Some of our customers are experienced shipper/receivers, with fully
staffed receiving departments and docks. Other customers are not
as experienced or have no formal receiving area or staff and may
find trucking company definitions and policies confusing. The trucking
company defines the delivery policies and fees and we pass them along
to you on your invoice.
We
quote a firm shipping price on products for 30 days. Volume expedited and international
quotes are good for 7 days. Anytime you want to know the total cost
of your order before shipping, call 1-866-207-6631 or email shipping@rackmountsolutions.net
Customers purchasing products transported by LTL motor freight
will receive tracking (PRO#) and LTL Receiving Instructions via e-mail.
For delivery appointments, please call your carrier direct at the
number provided. If you don't keep an appointment with the
carrier, additional shipping fees are charged for redelivery by the
carrier. Customers needing a lift gate truck at destination must
notify us at time of purchase. Second delivery attempts will incur
additional fees. Trucking companies have their own fee/delivery rules.
These fees are beyond our control and are billed to us from the transportation
company.
If you do not have a staffed
receiving dock to receive, inspect and accept your shipment,
you may want to download our  "receiving
instructions". We believe an informed customer
is a happy customer.
What type of freight truck delivery service
do you need?
 Dock-to-Dock. This is
the least expensive delivery 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.
-
 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 and are beyond our control.
- 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 receive compensation directly from them. We do this
because we are not there to personally 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 want 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 the wrapping looks a little torn and you are not
sure if there is damage, mark the bill of lading "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.
Some wrapping materials are flexible. A package may look fine on the outside,
but have a dent or puncture once it is unpacked. This is "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 file a damage claim, keep all original shipping containers
and outside wrapping. The transportation inspection agent has to see it to approve the claim.
It is useful to have a photo of any damage.
If you can take digital photographs with a camera or your cell phone, it helps
the carrier understand the extent of the damage. Final settlement of the claim
is between you and the transportation company.
-
Canceling an Order which has already been
Placed:
Delivery 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 physically been packed on the truck will be stopped. All requests to cancel an order
can be made by calling 1-866-207-6631 and must be followed up immediately via email to shipping@rackmountsolutions.net . This gives
all parties a written record of the request. Per our returns
policy, some orders can not
be cancelled.
-
Shipping on Customer's Account:
If requested, when possible, we will ship on customer's freight account. If the shipping company bills us as the shipper, you will be rebilled for all shipping costs.
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Rackmount Solutions is an ISO 9001:2008 certified company.
Along with other processes, we measure and document our on-time
deliveries and damaged shipments. Ask
your other suppliers for this information.
On Time Deliveries
2008 avg - 99.6%
2009 avg - 98.9%
2010 - 99%
Jan 2011 - 100%
Feb - 98%
Mar - 99%
Apr - 98%
May - 99%
Jun - 99%
Jul - 99%
Aug - 99%
Sep - 99.5%
Oct -
99%
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