Shipping & ReturnsOur policy on shipping and return of goods ordered
All orders less than approx. 120 tiles in the SwiftDeck interlocking deck tile range, including samples are normally shipped by UPS Standard Ground in boxes of 10 or 12 tiles.
Orders in excess of this quantity and orders of other products including porcelain pavers, structural wood tiles and pedestals are normally shipped by ground transport with other carriers and in cartons on wooden pallets.
Such carriers are only authorized to deliver the tiles “curbside” for household deliveries (not onto a driveway or garage) or to a delivery dock for business addresses and are not obliged to assist in moving the tiles to alternative locations within a property boundaries. Depending on the actual delivery company, the delivery personnel and your location, the carrier may be prepared to move the goods onto your driveway or even into a garage it is very close, if you are present. But you must not assume that this will occur.
Should you require delivery to locations other than “Curbside” or if your location has ‘restricted access’ please contact us in advance as “White glove” service or “Inside delivery service” is normally available at extra cost. The shipping cost included in the price of any of our products or listed separately on any invoice does NOT include such additional delivery services.
If Inside Delivery Service is requested on a shipment going to a business, the carrier will take the freight into the storefront for delivery. On a residential delivery, the LTL carrier will only take the shipment onto the property, or into the garage of the residence.
Also please be aware that if you request any change to the delivery address stated on your online order AFTER your order is placed, you will be liable for any additional costs levied by the carrier plus a processing fee of $15.00.
We make every effort to prevent shipping damages. If your consignment appears damaged upon receipt:
- Notify Archatrak within 24 hours of receipt of the goods.
- Take pictures of the damaged carton(s) /product(s).
- Ask the delivery truck driver to note on the delivery docket that the goods appear damaged and you are thus accepting the goods under protest. Only sign the delivery docket under these conditions.
- If you refuse delivery, please notify Archatrak immediately at 866 206 8316.
- If any damaged product is accepted with a signature, please be aware You are responsible for filing a claim with the carrier.
Our Return Policy
If any Archatrak product does not meet your complete expectations or satisfaction, you can return the items within 30 days of purchase date.
You MUST however firstly contact Archatrak on 866 206 8316 or by email to the address shown on our Contact page to confirm what you intend to return and to receive instructions on where to send the returned items. You will then be emailed a Return Merchandise Authorization (RMA) which will state the goods being returned and the location of where to send them. This RMA must be included with the returned items. Failure to include this RMA with the returned goods may delay payment of any refund.
Any returned items must either be packed in the original boxes or packed in equivalent sturdy boxes which will avoid damage in return shipping to our warehouse.
Providing any items are returned in the condition they were received, have not been cut, modified, sealed, painted or subject to any other surface treatment and have not been damaged by mishandling or misuse, except in such cases where any damage can be clearly demonstrated as occasioned by damage during shipping from our warehouse, you will receive a full refund based on the invoice price of any product returned, less the cost of the original shipping and handling.
Refunds are only paid after the items have been received by our warehouse and inspected for damage. If the warehouse reports that any item is received in a condition unfit for resale, we reserve the right to deduct the invoice value of any such item(s) from any refund that may be due. It is thus important to ensure that any damage which may have occurred in the original shipment to you is fully documented by photographs and communicated to us before arranging any return shipment.
Any request for return of undamaged product after 30 days of receipt must be approved by Archatrak before any such product is returned and is subject to a max. 20% restocking fee based on the original cost of the products.
If you order was shipped under “Free shipping”conditions you will incur the actual to/from freight charges on items returned.
In the event that you refuse a delivery, you will be subject to paying the full shipping price of the product both ways. Charges will be automatically charged to your supplied credit card. If you ordered an item where “Free shipping” applied, you will be charged the full shipping amount.
If your package is undeliverable due to incorrect information provided by you, the purchaser, or any other reason that is not the fault of Archatrak, you are responsible for payment of the full shipping amount.
Special conditions apply to return of Eterno adjustable height pedestals. See this page for details of the procedure and conditions on return of these pedestals.
Return of Samples
If returning samples, please be aware that these are provided by Archatrak at a subsidized price, which in many cases exceeds the actual shipping cost. So the original shipping cost which is deducted from the credit granted on return of samples, may significantly reduce or even completely offset the credit for the sample cost, especially if only a single sample or two has been ordered.