1) Distributor will honor claims for a limited period and only for specific reasons as set forth herein.
2) Timing and Reporting
a) All claims must be initiated by email to firstname.lastname@example.org within 15 days from the delivered date. Customer number, and Item/UPC number are required for all claims.
b) Distributor will notify customer if any credit for partial or full outbound shipping costs will be included with Customer’s claim refund depending on the type of claim and number of items claimed vs number of items ordered. For example, if one item out of ten is received damaged there is no partial shipping reimbursement. If one item is received damaged in a one item order, there is full outbound shipping reimbursement.
B. Types of Claims
a) Shortage – Claims for products billed but not received are subject to review and verification by Distributor’s Inventory Control department.
b) Mis-Picks – Claims for wrong product shipped are to subject to review by Distributor’s Inventory Control department. The UPC number from the item received is required. Distributor will notify Customer if a UPS call tag will be issued for the wrong item(s) received for return shipment at Distributor’s expense.
c) Undelivered Packages – Distributor will issue a refund for lost in transit shipments that are not delivered to the final destination. Distributor will not issue a refund for packages where a delivery confirmation has been received from the shipping carrier. Distributor does not utilize Signature Delivery service option.
e) Expired Inventory – All claims for expired inventory must be accompanied with the Expiration Date. Distributor will not issue a refund for expired merchandise if the order was shipped within 30 or more days from the “best by” date.
f) Damaged Claims – All damage claims may require a digital photograph and details describing the damage.
g) Manufacturer Defects – Distributor will issue a refund for a defect claim, such as a missing safety seal or no label. Quality complaints due to taste, touch or smell should be reported to the manufacturer for a warranty claim.
h) Product Image Not Matching Product – Distributor is not responsible for new product labeling where the image in the product feed or ordering portal is not the exact version the consumer receives. If the UPC number is kept the same then no significant changes to the product have been made and no claim will be honored.
i) Melt – Distributor is not responsible for product that melts in transit such as, but not limited to, gummy vitamins. Distributor does not ship with ice packs or any special packaging to cool the products in transit.
C. Order Cancellations or Modifications
1) Must be communicated via email to distributor at email@example.com. This email account is monitored 8am-6pm EST M-F Distributor will use reasonably commercial efforts to honor order cancellations or modifications submitted. Notwithstanding distributor does not guarantee any changes to an order after it has been submitted and customer will be responsible for the costs, including associated shipping costs of all orders processed. All orders cancelled after the order has been submitted at the warehouse will ship and will not be returnable for credit.