FREIGHT:
Chimney caps are shipped in crates via freight truck, normally LTL (less-than-truckload).
LOCATION:
You may need to ship your order to a commercial zone location (perhaps a friend’s store). Residential zones cost more. Trucks will feature a lift gate upon request (added charge).
UNLOADING:
It is your responsibility to unload items from the truck. While drivers will normally help, they are not required to do so. In residential locations, when an item is shipped on a truck with a lift gate, drivers may have a pallet jack to unload smaller crates. Freight trucks do not have a forklift.
TERMINAL:
You may ship to a terminal. You can have your order delivered to a freight company’s terminal location and pick up the order from there. During the checkout process, use the address of the terminal for the shipping address and make sure to leave us a note in the order comments that you would like to have your order shipped to the shipping terminal.
TRACKING:
When your order is shipped, we will email you a tracking number and often pictures of the crates as well. You will get status updates via email when your order is in transit, when it is out for delivery, when it was delivered and emails letting you know of any delays or problems with your shipment. If you would like to opt out of these emails please click on the unsubscribe button at the bottom of any of these emails. Keep in mind, we are not the shipping company. Once your order is shipped, the shipping company we have contracted with to deliver your order takes over ownership of the contents, and we have no control over it. We will, however, do whatever we can to accommodate your needs. Contacting the shipping company directly may be the quickest and best option sometimes. The contact information for the shipping company will be on the status update emails.
CHANGES/CANCELLATION:
If you’d like to change or cancel your order, please email info@chimneycaptain.com or call 801-609-1661 as soon as possible (we prefer email so there is a written record). We cannot cancel an order once fabrication has begun. All cancellations must have written documentation/confirmation from a Chimney Captain representative by fax or email. If you cancel your order after it has been shipped and refuse the shipment, you will be responsible for all freight charges. In addition you will be responsible for the full price of those items. Changes to the address of a shipment after it has left our facility will most likely produce a charge by the shipping company. If that is a change you requested, you will be billed for it.
DAMAGE:
We only use reputable freight carriers that have had a good record of damage free deliveries. While we can’t guarantee that your order will arrive without any damage, we do everything we can to make sure it does arrive safely. Please help us so we can help you in case of damage! Damaged items signed for in good condition will not be replaced. All products will have been thoroughly inspected at our facility prior to shipment. After the shipment leaves our facility, the freight carrier accepts responsibility for delivering the order as it was accepted on the bill of lading. It is the responsibility of the customer to inspect all packages upon receipt, checking for visible damages to the items including the interior and exterior of the packages. The customer or person receiving the shipment on behalf of the customer is REQUIRED to note any damages or missing items in writing on the bill of lading to the delivering carrier at time of delivery to be eligible for reimbursement. Furthermore, if the customer requests that the shipment
be dropped off with no one to accept it, the customer is then accepting all responsibility for any damages to the shipped goods in the order and will also not be eligible for reimbursement. All claims for shipping damages or missing product must be reported to us within (5) business days from delivery. This may be done by email info@chimneycaptain.com or by calling 801-609-1661. We will handle all claims with our
freight carrier on the customer’s behalf and ship out replacements as soon as possible.
Digital pictures will be requested to assist us in our claim with the freight company.
Every shipment is insured.
FREE SHIPPING:
Orders over $3,000.00, $4,000.00 and $5,000.00 qualify depending on your location.