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Returns, Shipping Damages and Cancellations Policy - We want satisfied customers!
* Do you require buyers to cancel or return items within a specific time period? Cancellations for 100% refunds must be made prior to shipping. For customer satisfaction we ship same day whenever possible....so cancellations must be immediate! Cancellations should be sent to sales@upflushtoilet.com
We will cancel any order where the item was not shipped yet with
100% refund. Once shipped we will take pre-authorized returns on unopened shipments for up to 3 days
after delivery only if returned in sellable condition and return was pre-authorized. (15% restock, tax & all
shipping costs apply). Important: Contact local code officers PRIOR to purchase
if you are going to have inspections since buyer is responsible for all inspections
or code issues. We will not take a return if you run into an issue with zoning/code enforcement. Rare but it happens when things need inspected. No credits on returns that are not pre-authorized.
* Are there exceptions to your return or cancellation policies? Returns
concerning broken materials are an exception but important guidelines must be followed: Damages MUST be reported to
our office AND UPS within 24 hours of shipment being delivered. Customers must
open boxes & inspect completely upon delivery. After 24 hours of receipt
of shipment no exceptions apply and we will NOT take returns on units that are broken, chipped
or cracked china or porcelain inside or out. Once a unit is received, it can be broken easily by the box or unit being dropped or jarred during storage or movement by the customer. NOTE: We can only get reimbursed from UPS for broken units in shipping within the 24 hour inspection period...so inspect very thoroughly!
* Returns on warranted units: Units under warranty must be returned cleaned or a $60. maintenance fee will be charged. Shipping is paid for by the buyer and units must be insured for the full amount. For the first 6 months after purchase of your unit, any warranty claims will be filed through our company. After 6 months, Saniflo will handle all warranty claims per their policy.
* Do you require buyers to return items in their original shipping containers
and/or packaging? Buyer must return items in original packaging. Items must
be received back to the Seller in sell-able condition (clean, not cracked, etc.). Be warned that it is VERY hard to return these unbroken. They are packaged to ship to you with no problem but double shipping rarely is successful.
* Will you or the buyer pay for postage on returns? Buyer is responsible for postage
both directions on returns. No postage will be returned either shipping to or from the
buyer unless prior arrangements were made with the buyer in cases of damages filed within the 24 hour time period.
* Do you charge restocking or other fees? Restocking fees are normally 15%.
Shipping charges are additional and not included in the 15% restock & are
not reimbursed on returns. (buyer pays shipping both ways for any returns).
Shipping
* What shipping methods and options do you offer? We ship UPS standard shipping. Shipping is included in the price to all standard continental USA states. UPS will not ship to PO Boxes, must use a street address when ordering. Shipping to Alaska, Bermuda or Hawaii was discontinued in 2007.
* Which shipping carriers do you use? Only UPS, shipments will arrive 'signature
required'. Do not ask us to change this, we cannot leave a $1000 item sitting on a back porch. Everyone says it is ok to leave it...until it disappears and they are billed for it!
* What are your shipping rates? Shipping to you is included free with each order to
the standard continental USA points. Only on returns does the buyer pay the shipping charges.
* How do you handle out of stock or backordered items? When ordering online we will make every
effort to post it prior to being out of stock on any models but if we sell out
of any items, any items will be shipped as quickly as we get the stock back
in. We will notify the customer with 24 hours or any problems if you have provided us an email address. Items marked as limited time or limited quantities are just that..when they are gone, the item & price are no longer available.
*Alaska, Bermuda or Hawaii Purchases: Being honest, we would love your business but because of how many different carriers needed, we have encountered troubles shipping porcelain to Alaska or Hawaii. We understand your dilemma but we have found it no longer possible to ship there. We pack our product excellent & then have to take the hit because of some kid throwing the box across the truck or ship is beyond our control. We no longer will ship directly to Alaska, Bermuda or Hawaii effective 2007.