Video Mount Products’ Shipping and Return Policy
SHIPPING METHOD: Small packages will ship prepaid and add via UPS unless otherwise specified. Small packages will ship via 3rd party accounts with VMP’s prior approval. Available shipping options are UPS and FedEx. VMP will only ship to the US, Canada or Puerto Rico. VMP cannot ship to PO, APO or FPO Boxes.
DAMAGES: If the shipment is shipped on VMP’s account and arrives damaged, the receiver should sign for packages as damaged with the carrier and immediately contact VMP. VMP will handle the claims and replacement process if shipped on VMP’s account. If the shipment is shipped on receiver or 3rd party accounts, then it is the customer’s responsibility to process the claim with the carrier. VMP accepts no responsibility for handling of any freight claims that do not ship on its account. VMP reserves the right to request photographs of any damages for claims purposes. All claims for damages must be filed within (7) days of receipt of shipment.
SHORTAGES: All claims for shortages on a shipment must be received within (7) days of receipt of shipment.
SHIPPING METHOD: All LTL freight will be shipped prepaid and add via best way unless otherwise specified. Shipments will not be processed until a complete and full shipping address is received. Accessorial charges will be added as necessary based on the following required information.
Lift Gate Requirements: If the recipient address does not have a loading dock then a lift gate is required and a lift gate charge will apply. If the distributor is unable to determine if a lift gate will be required it will be assumed that one is. All delivery addresses in residential areas will require lift gates.
Inside Delivery: If the shipment has to be delivered into a building or onto a building site by the freight carrier, inside delivery charges will apply. All delivery addresses in residential areas will require inside delivery.
Delivery Contact: For all LTL shipments a contact person and contact phone number is required. Shipments will not be processed without contact information.
Residential/Commercial: Shipment must be specified as to whether it is residential or commercial. If the shipment is not specified, then it will be assumed to be residential.
ADDITIONAL FREIGHT: If additional freight charges are incurred by VMP, they will be billed to the distributor. Examples of additional freight charges include, but are not limited to: Freight carrier was unable to deliver initially and had to schedule a redelivery, it was determined that lift gate and/or inside delivery was required when it wasn’t specified in the original shipment, address was determined to be residential when commercial was specified or if the shipment address had to be corrected while shipment was in transit.
OBVIOUS FREIGHT DAMAGE: If a shipment is received with obvious freight damage, REFUSE the shipment. If you choose not to refuse the shipment, the shipment must be signed “Received as Damaged” and contact VMP immediately. If the shipment was not signed for as damaged with obvious freight damage, it will greatly hamper the ability of the claims process. If the freight was sent on VMP’s account, VMP will handle the claims process. If the freight is shipped on the customer’s account, it is the customer’s responsibility to process the claim with the carrier. VMP accepts no responsibility for handling any freight claims that do not ship on its account. Customer has (1) day from receipt of shipment to contact VMP about obvious freight damage. VMP reserves the right to request photographs of any damages for claims purposes.
CONCEALED FREIGHT DAMAGE: If a shipment is received with concealed freight damage, contact VMP immediately upon discovery of the damage. If the freight was shipped on VMP’s account, VMP will handle the claims process. If the freight is shipped on the customer’s account, it is the customer’s responsibility to process the claim with the carrier. VMP accepts no responsibility for handling any freight claims that do not ship on its account. Customer has (7) days from receipt of shipment to contact VMP about concealed freight damage. VMP reserves the right to request photographs of any damages for claims purposes.
MISSING PARTS: If a product is received with parts missing, the user should call VMP immediately. It is advised that customers check all product they have received to verify if any parts are missing. Product that is missing parts will not be given an RA number unless determined to be appropriate by VMP.
RETURNS: If a customer wishes to return product, they must contact the distributor from who they made the original purchase. The distributor will then call VMP for a RA number. When the distributor receives an RA number, they will also receive instructions as to how to return the product. Returns must be shipped back as specified by VMP. End users may not return products directly to VMP without prior written permission. Shipments that are not received in accordance with the return policies will be refused. Returns must come back from the distributor on the distributor’s freight account. Any attempt to send the return back on VMP’s account will be refused. RA numbers will be valid for (10) days from date of issue. Restocking fees will be processed as below unless otherwise specified by VMP:
- 0% Restocking fee - This applies to returns due to misshipments by VMP which were not opened and that arrive in completely new/original condition.
- 8% Restocking fee – This applies to returns due to miss-orders, job cancellations, decisions to use a different mount or any other discretionary reason of the customer that isn’t under VMP’s control.
- 25% Restocking fee - This applies to any product that has to be reboxed due to shipping damage, markings/labeling by distributors or poor condition due to how the item was sent back. It also applies if product is returned missing hardware that VMP is able to easily replace at VMP’s discretion.
- 100% Restocking fee/No credit – This applies if the returned unit is unsellable. Specifically, shipping damage, product has been previously installed, product has been partially or fully assembled, product has been modified, or any other action which renders the product unsellable
The distributor has the right to request the return of any merchandise after notification of restocking fees. Any return to the distributor must ship on the distributor’s freight account. Requests for return of product must be made within 10 days after notification. After 10 days, items not returned will be scrapped.
Video Mount Products 345 Log Canoe Circle, Stevensville, MD 21666 TF: 877.281.2169 T: 410.643.6390 F: 410.643.6615