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For Free Brochure with Measuring and Installation Tips plus Our Complete Price List - Click Here |
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What is our shipping policy and what is the difference between my freight being "insured" by the "Carrier" or my freight being insured by the company I buy my door from? Shipping and Handling Oldeworldart.com Exclusive After your products have been shipped you will receive 2 notices of the shipment! 1. We will send you an E-Mail directly through Fed-Ex Freight software, identifying all the specifications of your shipment. Allowing you to track your shipments progress yourself. Via: their web site: www.fedexfreight.com 2. Your nearest FED-EX Freight Terminal customer service rep will be calling you to arrange a convenient appointment time for you to receive your shipment. How much will my order cost to be delivered? Freight is based on weight and distance. Ask your sales person to calculate your freight charges after you have made your selections. What should I do if my order becomes damaged in shipment ? When you ship a product through a freight line it is automatically "insured" for a certain value which is usually plenty to cover your shipment. The problem is not the offer of the carrier's "insurance". The problem is that freight companies do not want to accept responsibility for damaging your goods. It is VERY DIFFICULT to get someone to acknowledge the damage, look at it, accept that is their fault and settle the cost with you. All of which takes weeks and weeks. With all other companies I know of besides ours, while you are trying to negotiate with them, you are suppose to turn around and "buy another one" ,and wait to get your money back from the freight company when they are good and ready and after they have warn you down to 1/2 of what you deserve. ALL THE TIME YOUR BUILDER IS FREAKING OUT BECAUSE YOU STILL DON'T HAVE A DOOR. Honestly, in 35 years of business I have never convinced the freight company to pay for their damages and expenses in full! Let me ask you something. Why would you buy a product that has been put into someone else's control that won't take responsibility for it and expect you to pay for it anyhow? I know I wouldn't. All of our competitors sell their product in this condition. The famous "we will help you as much as we can" statement. Read their "Conditions of Sale" statement, you will find that when the freight company denies your claim, they are not going to help you. Not us we are different. Of course our shipments are insured by the freight company just as I said, it's automatic. But we go further. We accept responsibility for your shipment just as if it was being delivered on our own truck. That's what you want. If you bought a new TV from Best Buys and they dropped it while taking it off their truck, you wouldn't accept them saying "Well, you have to accept delivery on this and then make a freight claim and wait to get your adjuster to look at it and get your claim money 2 months later so you could go buy a new one" would you? Well you shouldn't be asked that and we wont'! We personally guaranty your shipment as if it were delivered on our own truck. Most times freight damage is very very minor and should not be treated the same as a serious problem. Our policy is: To help you to determine exactly what is wrong or damaged and remedy that problem. For example: If you have a minor problem like the exterior molding is scratched. Then perhaps you can accept the shipment while we send you only a new piece of exterior molding. For minor problems it is not necessary to return the entire shipment. We are very astute about your order and can remedy most things in a matter of hours. We use Federal Express Freight exclusively to deliver your shipment, they are the absolute best in the business. We have less than 1% freight damage in the last 35 years. We carefully foam wrap, shrink-wrap, wood crate and palletize every product in your shipment. This is very time consuming and costly for us, but it helps assure that your products are received in perfect condition.
This said, What if your shipment is damaged? 1. If you notice any obvious damage to the crate you should point it out to the driver before he leaves and have him note the damage on the bill of lading (shipping documents) and call our office immediately. If the crate is damaged but seems minor and you suspect that the contents may be OK, go ahead and let the driver go. Open the crates and inspect the contents carefully. If there is no damage to the contents then you should not have an issue. If you find any damage, call us immediately, we will work with you to decide if it is very minor and repairable, or if it needs to be returned to us in whole or in part. But don't panic we stand behind Federal Express and our product. 2. If you can easily see that the crate is badly damaged and the contents are obviously damaged, then have the driver note the damage on the bill of lading and refuse the shipment. Call our office immediately and we will begin the return/replacement action. You will not be required to make a freight claim and wait for the freight company to compensate you. We will handle that and we will reinstate your order at the top of the list, with a very short turn around time. No more than 10 days. This is the big advantage of being the Manufacturer of your doors. 3. Concealed Damage: The damage to your doors was not suspected when you received your shipment but only when you opened your crate sometime later. You must open and inspect your shipment within 5 business days of receipt of your shipment. After that time we will assume that every thing is OK and you are satisfied with your products. We also request that you inspect not only for damage but for all aspects of your order, including size, finish, fit and quality. We request that you report any problem regarding your order within that 5 day time frame and that you retain all of our crating material. In the event that you have to return any or all of your shipment to us it is important that you have the necessary shipping material to safely return your products to us. If you discard crating material prematurely and have to purchase new material we will not refund you that expense. Of course we are not perfect, but we have very few problems, mistakes or damage. However, we pride our selves in offering our best customer service especially when there is a problem. Why are we different? Experience. We have learned what our customers expect even if they didn't think about it or forgot to ask. When you handle this business right to begin with you have very few problems. When you try to take shortcuts in your product, packaging, crating, or using the wrong carrier, you will have problems. It should be unacceptable to have anything delivered without a personal guarantee. The solution? Simple ORDER YOUR DOOR FROM US!
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