Policies & Procedures
614-889-9935 • www.custessen.com • Fax 888-691-9911
Policies & Procedures
614-889-9935 • www.custessen.com • Fax 888-691-9911
Ordering
Telephone orders may be placed Monday through Friday, 9am through 5:30pm. Walk
in purchases may also be picked up at our facility conveniently located in
Powell, Ohio during these same hours. Faxed purchase orders may be sent 24
hours a day via our fax line at 888-691-9911.
Payment
We accept VISA and MasterCard for all purchases. COD Cash/Certified funds are
required for all other methods of payment. Upon credit approval our terms are
'Due Upon Receipt'. For dealers requesting COD/Company Check, a bank reference
will be required. Returned checks are subject to a $50 service fee plus the
amount of the check.
Shipping
Custom Essentials will ship your order the same day via UPS Ground service
provided a credit approved order is in house by 2:30pm. Heavy, oversize, or
items that require special handling will be sent motor freight FOB Powell, OH.
Contact your sales representative for more information. UPS Early AM, Red,
Blue, and Orange label services are available for an additional charge.
Freight
Unless otherwise noted the dealer will be responsible for all freight, fees,
and insurance charges incurred. FOB Powell, OH.
Drop Shipments
Custom Essentials will facilitate the drop shipment of products to your
business. All customers must complete the Drop Shipment Agreement prior to any
drop shipments. All drop shipments must be prepaid in full including all
applicable freight charges. No CODs are accepted.
Damage
All shipping damage must be reported to Custom Essentials within 48 hours of
receipt. While Custom Essentials takes great care to properly inspect and pack
your order prior to shipment, damage may occur in transit to you. It is
imperative when you receive a package with visible carton damage, it must be
inspected immediately and the damage noted with the carrier. If a product has
been damaged in transit a claim must immediately be made with the freight
carrier. Failure to do so may result in the carrier refusing to honor the
claim.
Defective
If a product arrives Damaged on Arrival (DOA), you will be eligible for either
an exchange or warranty repair as determined by the vendors' published DOA
policies. You must contact Custom Essentials for an RMA number prior to
returning the defective product. No defective claims will be honored after 30
days from the date of invoice.
Discrepancies
Custom Essentials is extremely proud of our shipping accuracy. However,
mistakes are made. If you receive a shipment with a discrepancy, please contact
us immediately. We will arrange to return the incorrect product and expedite
your fulfillment order. All shipping discrepancies must be reported within 48
hours of the shipment arrival date (as determined by package tracking).
Refused Orders
All refused orders are subject to a 15% restocking fee plus all applicable
freight charges.
Stock Returns
All unopened, factory sealed boxes may be returned to Custom Essentials within
30 days from the date of invoice. A 15% restocking fee will be applied to the
return of the unopened products. The restocking fee will be waived if a 1 for 1
offsetting order is placed at the time of the return. All opened boxes will be
assessed a 20% restocking fee plus the cost for any missing packing materials,
manuals, remotes, or other supplied accessories. The dealer will prepay the
freight back to Custom Essentials. All returns require an RMA number. No
returns will be accepted without an RMA number.
Special Orders
Custom Essentials is pleased to accommodate special orders for items not
normally stocked. We will require committed purchase order plus prepayment
prior to placing the order with the vendor. By their unique nature, special
order items may not be returned.
Advertising & Resale
Products purchased from Custom Essentials may not be advertised or sold through
any electronic media (i.e. Internet), Mail Order, or other electronic or
printed media without prior written permission from Custom Essentials. All
products are to be installed directly by the dealer or sold expressly to the
end user.
Disclaimer
Buyer assumes all responsibility for the proper selection, design,
installation, operation, and maintenance of all the merchandise provided by
Custom Essentials. Custom Essentials will not be held liable for any damage due
to mishandling, improper installation, or incorrect maintenance, including but
not limited to loss of profits by buyer.
Custom Essentials takes great care to ensure the accuracy of the information contained within its printed and electronically published catalogs, literature, price list and other publications. All specifications, terms and conditions, availability, model changes, and pricing are subject to change without notice.