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Shipping & Freight Policies

AVTEQ sells its products worldwide through authorized resellers.  The following information is for our resellers.

PURCHASE ORDER AND SHIPPING REQUIREMENTS


Send all PO’s to po@avteqinc.com. This will ensure the immediate processing of a PO when your assigned account representative is travelling.
All orders for dual monitor products must include make and model of the monitors being used.

All orders must include: shipping address, shipping contact and phone number of someone actually on site. If central ordering for other locations, please have your customer let the shipping contact know to expect the shipment. If customer needs the PO number to receive the freight, please include it on your PO so we can include it on our shipping documents.

If shipping using a customer’s freight account, please provide the customer’s freight account number as well as their account billing address.

Unless PO specified, all orders are quoted Dock-to-Dock. Other services are available for additional charges. Definitions below are standard shipping language and requirements.
Dock-to-Dock: The most cost-effective shipping method. Freight leaves our dock to the customer’s dock, and the customer is responsible for removing the freight from the truck.

Lift Gate Service: The custom does not have a normal receiving dock, so a lift gate is required to lower the freight from the truck to ground level by the driver. The customer is responsible to move the freight inside the facility.

Inside Delivery: The driver will move the freight off the truck to either the inside of the customer’s dock area, or inside the customer’s facility (i.e. inside front door or inside delivery area). Customer must specify a dock location or lift-gate service.

White Glove: The shipping company is responsible for moving the freight to the customer’s desired location within their building, and the shipper will unpack the freight and remove the refuse. The customer must specify the correct shipping method: dock–to-dock or lift-gate service.

RETURN POLICY AND PROCEDURE


AVTEQ will accept qualified and conforming requests for products for exchange or refund within 15 days of the original purchase date.

General Guidelines
To qualify for return all products require a Return Merchandise Authorization (RMA) Number prior to being returned, must be 100% complete, in the same condition as when sold, and in the original packaging as provided by the manufacturer. All packing materials, manuals and other accessories and documentation must be included. Items assembled after purchase cannot be returned. All returns will be inspected and products found to be non-conforming will be rejected or subject to a restocking fee at AVTEQ’s sole discretion.

Regarding Bundles
Items purchased within a bundle are held within the return guidelines for the individual item as specified in the individual item’s listing and in these terms.

Non-qualified Returns and Re-stocking Charges
Non-qualified and non-conforming returns are not included in AVTEQ’s return policy and, if returned, will be rejected or subject to a restocking and/or repackaging fee of up to 25% at AVTEQ sole discretion.

Return Procedure
All returned products, including return of wrongly shipped products and replacement parts, will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met. Please verify the product you are returning meets the below guidelines and qualifies for return to avoid any delay in, or denial of, processing your return. If a nonconforming product is accepted for return AVTEQ reserves the right to charge a restocking fee up to 25% at AVTEQ’s sole discretion. Return processing may take up to 5 business days from the time your product is received.

Inspection Criteria
Products must be in the original manufacturers packaging, and shipped securely. Products must be complete with any standard certification labels (UL listing, capacity, brand name, UPC code) originally placed and not tampered with. Product part numbers must match the part number on the package or invoice. Products must be free from damage of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or indication of removed screws/fasteners or seals.

Return Authorization Number
Returns will not be accepted without a valid Return Merchandise Authorization (RMA). Unless otherwise specified in the item listing on our website or in our Return policy, you may request a Return Merchandise Authorization (RMA) within 15 days of the original purchase date. This includes products return due to incorrect shipments. RMA numbers expire after 15 days, but we encourage you to return the product as soon possible. Any return we receive without a valid RMA number or an expired RMA number will be documented and rejected or subject to a restocking charge at AVTEQ’s sole discretion.

Return Shipping
For your protection, AVTEQ recommends that you insure your return and use a traceable carrier that can provide you with delivery confirmation. AVTEQ shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by the customer, and are non-refundable. At our discretion, AVTEQ may reimburse shipping charges related to the return or exchange of defective products inside the U.S. only.

IMPORTANT NOTE
In the event that the product you are returning does NOT meet the requirements described in this document, we will photograph the merchandise and packaging, and prepare a detailed summary of our determination as to why the return was denied, the product(s) will be deemed not eligible for return and will be returned to you. If AVTEQ, at our sole discretion, decides to accept a non-qualified item for return, a restocking and/or repackaging fee of up to 25% will be assessed.

SHIPPING POLICY


AVTEQ’s normal shipping policy for our customers is quoted as Dock-to-Dock, unless requested otherwise. It is our customer’s responsibility to order the correct shipping method as outlined below. AVTEQ is not responsible for shipping charges incurred for re-delivery, changing service once freight has left our dock, or refusal by a customer to receive shipment due to not having the appropriate information for receiving. AVTEQ provides our customers tracking information for all shipments. When possible, orders will be shipped the following day via normal freight or same day for overnight shipments. AVTEQ is responsible for any shipping mistakes made by not following instructions on the supplied PO. All special shipping requirements need to be on the PO not in a separate email.
Dock-to-Dock: The most cost-effective shipping method. Freight leaves our dock to the customer’s dock, and the customer is responsible for removing the freight from the truck.

Lift Gate Service: The custom does not have a normal receiving dock, so a lift gate is required to lower the freight from the truck to ground level by the driver. The customer is responsible to move the freight inside the facility.

Inside Delivery: The driver will move the freight off the truck to either the inside of the customer’s dock area, or inside the customer’s facility (i.e. inside front door or inside delivery area). Customer must specify a dock location or lift-gate service.

White Glove: The shipping company is responsible for moving the freight to the customer’s desired location within their building, and the shipper will unpack the freight and remove the refuse. The customer must specify the correct shipping method: dock–to-dock or lift-gate service. *** PLEASE NOTE: if the customer requires delivery across any delicate or expensive flooring, the customer may want to prepare for a pallet jack that resides in the back of a truck moving across that flooring. It is not the shipper’s responsibility to prepare and plan for this. An ounce of prevention here goes a long way.

REAL WARRANTY PROTECTION


AVTEQ is committed to maintaining the highest standards in our services and products, and we back them up with our Limited Lifetime Warranty.

AVTEQ warrants its products to be free from paint and structural defects including welding points and drawer slides for the lifetime of the product. AVTEQ warrants hinges, drawer pulls, leveling feet and extenders, latching and locking systems and casters to be free from manufacture defects in material and workmanship for a period of ten (10) years from the date of purchase.

Electrical components provided by AVTEQ are warranted for a period of one (1) year from date of purchase.

This warranty does not apply to damages resulting from:

    • Damage caused by a carrier other than the Seller*
    • Normal wear and tear such as abrasions or friction
    • Acts or omissions of parties other than Seller (including user modifications, alterations and disassembling)
    • Third party materials applied to products
    • Dramatic temperature variations or exposure to unusual conditions

* Replacement of items damaged in shipping will only be considered if a claim has been filed within 30 days after arrival of the shipment.

Natural variations occurring in wood shall not be considered defects, and the Seller does not guarantee the colorfastness or matching of paint colors, grains or textures, or surface hardness of such materials.

Within the specified periods of this warranty, AVTEQ decides upon the option to repair or replace at no further cost to the buyer any portion of the subject products, which prove to be defective in material of workmanship, provided that the buyers give a written notice of all such claim defects and proof of purchase.

Upon written notice from the distributor of receipt of defective media, AVTEQ shall use reasonable efforts to promptly provide a replacement. AVTEQ further warrants that upon installation and initial use of the product by customer of distributor, the product will perform in the manner specified in the documentation provided in sales and marketing materials.

Limitations of Liability Seller, its contractors, authorized dealers and subcontractors or suppliers of any tier shall not be liable to purchase for any special, indirect, incidental or consequential damages arising from a breach of this agreement.

Purchaser’s remedies set forth herein are exclusive and the liability of Seller with respect to the breach of this agreement or any contract entered into between the parties pursuant hereto shall not exceed the price of the Product or part on which such liability is based.

FREIGHT POLICY


Receiving Freight
All shipments should be opened, counted and inspected for damage prior to signing the delivery receipt. If the box appears damaged, note it on the delivery receipt. If the unit has visible damage, the shipment should be refused. Digital photos of the product/s in question will aid in the investigation. Failure to note damages at the time of delivery means acceptance of the product as complete and in good condition and releases AVTEQ from all liability.

Noted Damage
Damages that are noted on the delivery receipt, or shipments that are refused due to visible damage, must be reported to AVTEQ immediately via customerrelations@avteqinc.com. AVTEQ will send a replacement and file a damage claim with the carrier. If the damaged unit is kept, please retain all packaging for possible inspection by the freight carrier. Digital photos of the product/s in question will aid in the investigation.

Concealed Damages
Damage that is discovered after the carrier has left is concealed damage; all concealed damage must be reported to AVTEQ within 5 business days via customerrelations@avteqinc.com. Please retain all packaging in case an inspection of the damage is required by the carrier. Digital photos of the product/s in question will aid in the investigation.

Shortages
Any shortages must be reported to AVTEQ within 5 days of delivery date to customerrelations@avteqinc.com.