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Shipping Policy

Last Updated November 18, 2023

PROCESSING TIME

Orders are generally processed within 2 business days excluding weekends (Friday - Sunday) and holidays. Once the item has been handed to the delivery carrier, a tracking number will be provided to the customer. 

Expedited Processing Requests

If you have an urgent product need, please first email sales@inovativ.com to confirm your items are in stock and can be shipped within your required time-frame. All expedited orders require approval prior to acceptance.

SHIPPING AND DELIVERY OPTIONS

Domestic Shipping

Standard Ground (2-6 Business Days)

Expedited (1-3 Business Days)

International Shipping

International Standard (2-4 Weeks)

International Expedited (1-2 Weeks)

Freight/LTL - shipment time varies - contact sales@inovativ.com for further information.

Local Pickup

(1-2 Business Days)

Orders can be will-called during normal business hours, Monday - Thursday by appointment.

Will-call address is: 1500 W. Mckinley St. Azusa, CA 91702

Free Shipping

INOVATIV offers free domestic ground shipping to qualifying orders over $250 in the contiguous USA. 

Orders that do not qualify for free shipping include; 

  1. Domestic Orders less than $250
  2. Domestic Orders that require freight shipping
  3. Domestic Orders that require expedited shipping
  4. International Orders
  5. Custom Orders

SHIPPING RESTRICTIONS

Orders can not be shipped to P.O. Boxes.

Orders can not be shipped to Cuba, Iran, North Korea, Syria, Sudan, Venezuela, and Russia due to USA trade restrictions and sanctions (September 2021). 

The TSA (Transportation Security Administration) has restrictions on what items can be shipped through transportation in the US. As such, any unauthorized items for air shipment may require a different shipping method. 

 

INTERNATIONAL DUTIES AND TAXES

Duties, taxes, and any potential storage fees are the exclusive responsibility of the customer. These charges are not included in your purchase price and will be collected by the courier or local customs office upon delivery to facilitate the release of your shipment. Please be aware that the specifics of these fees may vary depending on the country of delivery.

CANCELLATIONS

After an order has been submitted, processing begins. If the product has not yet shipped, the order can be canceled. If the order has been shipped, you must proceed to the Return process. 

DELAYED ORDERS

In the case of delayed processing, customers will have the option to cancel their order for a full refund. Shipping provider delays do not fall under INOVATIV’s liability. For delayed orders, please first contact the shipping carrier for the item’s status. 

DAMAGED ORDERS

INOVATIV is not liable for any lost or damaged products after the order has been placed and is in the hands of the shipping carrier. If your product has arrived damaged, reach out to us so that we may assist in filing a claim with the shipping provider. 

If this does happen to you, here are the steps you need to take to be sure your parts are replaced efficiently.

  1. Keep all packaging
  2. Take photos of all packaging and product damage
  3. Reach out to us via our website chat or send an email to customersupport@inovativ.com
  4. Include the images of Packaging and Product Damage
  5. Immediately follow up with our support team at (626) 969-5300 for assistance

RETURNS AND REFUNDS

Returns will be accepted within 30 day(s) from the original shipping date. Items must be returned unused and in original condition. Some items, such as custom products, and b-stock items, may be ineligible for returns. For more information, please review our Returns and Refund policy. 

LTL FREIGHT TERMS OF CONDITIONS

Your items are packed on a pallet with non-stackable warning cones, and shrink wrapped to ensure items do not separate from the pallet. LTL shipments are consolidated with other loads, meaning that your freight is loaded onto the same trailer with other LTL freight.If your shipment is being transported via freight truck, you have rights and responsibilities as the end recipient (from here forward known as the “consignee”). 

To ensure that you are receiving what you ordered, and in acceptable condition, the National Claims Council Regulations specify that you must inspect, examine, and inventory your shipment as it is unloaded. Freight shipments cannot be left at the delivery location, therefore making and keeping your delivery appointment is highly important. 

On arrival, inspect the shipment immediately for obvious signs of damage. Any and all shortages and damages must be written on the Bill of Lading. Should you determine that any items are damaged or missing, you MUST note the item, the discrepancy, and the condition before you sign it! 

Then call the freight company to report any problems. 

You should open cartons and containers. If there is the slightest doubt that the merchandise is damaged (concealed or not) it must be noted on the Bill of Lading or Freight Bill. Otherwise the liability to prove that the delivering carrier did the damage becomes your responsibility.

The driver cannot leave until the Bill of Lading is signed (regardless of how much in a hurry they are or how late they are). The carrier’s driver should help you receive your shipment and answer your questions. While your driver is there, compare the pieces of freight you are receiving to your carrier’s freight bill. When you’ve determined that the condition and quantity of your freight is acceptable, you can then sign the delivery receipt. The driver will provide you with a copy, taking the signed copy with them (as a delivery receipt). If one is not offered, request one, as is your right. 

The Bill of Lading is the only documentation of the condition of a shipment when it arrives at your location, and without this document, we cannot hold others accountable for items damaged or missing.

Your signature on the delivering carrier’s freight Bill of Lading (BOL) constitutes acceptance of the merchandise as is and in good order. If you do not inspect before signing you are, for all practical purposes, waiving the right to collect on a damage claim even if the damage is discovered later (known as concealed damage). If there is discovered damage: if the box, crate, or merchandise is visibly damaged, refuse the delivery and contact us immediately to request a Return Authorization Number so the merchandise can be shipped back to its origin at no charge. Please also notify us of the situation as quickly as possible so we can follow-up on our end to assist with any required procedures.

Although we strongly recommend inspecting the shipment prior to signing the delivery receipt, some still do not do so. If the consignee or their representative sign for the shipment, and then at a later time discover that there is some damage not noticed at delivery (called “concealed damage”), then a claim will need to be filed by the consignee against the freight company – as a shipment is technically the property of the consignee once it is loaded onto a freight truck, it is the consignees responsibility to pursue a damage claim for replacement or compensation. In the event of concealed damage, it is vital that you immediately document and photograph (if possible) the packaging and the damage. You must keep the packaging. Do not move the item but call the carrier and report the damage. They will begin a concealed damage claim and ask for an inspection. You must also notify us so that we are aware of the situation and can be of assistance if required. The inspector will determine if the damage was possibly caused by the carrier. 

Please note: If the consignee has signed for the shipment indicating there was no damage noted at time of receipt, the consignee would then have to take up their claim with the freight carrier if concealed damage becomes apparent after receipt. Many people order products in advance of need, and wait until it is to be installed to finally check the condition of the product (sometimes weeks or even months have passed); in these situations, it is the consignee’s sole responsibility to contact the freight carrier and pursue a claim. Remember in cases of concealed damage, you signed the document saying everything was OK; a report and a claim must be filed with the carrier immediately – the sooner concealed damage is discovered and reported, the better. 

 

CONTACT

For questions about this Shipping Policy, contact:

Phone: (626) 969-5300

Email: customersupport@inovativ.com