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USA and Canada
POLICY STATEMENT Effective: June 1, 2017
INTRALOX SHIPPING AND EMERGENCY SERVICES COMPONENT AND ACCESSORIES Components and accessories include, but are not limited to: Mold-to-Width Chains, Sprockets, Belt Modules, Knuckle Chain, Rods, Finger Plates, Wearstrip/Corner Tracks, Flight Modules, Sideguard Modules
STOCK INVENTORY SHIPMENT GUARANTEE Intralox guarantees same/next day shipment of stock components and accessories or we will ship them next day air and pay the freight. • Orders placed by 3:00 PM Central Standard Time will qualify for same day shipment. • Orders placed after 3:00 p.m. Central Standard Time will ship by the end of the next business day. • This service is available 7 days a week. • There is no service charge on workdays. There is a NET service charge of $75 on weekends and holidays, in addition to freight.
NON-STOCK INVENTORY SHIPMENT GUARANTEE Intralox guarantees the promised ship date on all non-stock components and accessories or we pay the freight as originally routed. • Non-stock components and accessories are not included in our Same/Next Day Shipment Guarantee. • Contact Customer Service for availability and lead times on non-stock and modified components and accessories.
ASSEMBLED CONVEYOR BELTS Intralox guarantees the promised ship date on all belts or we will pay the freight as originally routed. • Belts assembled from stock components and accessories will be shipped within seven (7) business days after the order is placed. • Please note that lead-times on Newly Released Products may vary (see “Newly Released Product”). • For special belts and mold-to-order belts, please consult your Customer Service Representative for availability and lead times. • Lead times vary for belts built from non-standard, non-stock components. Contact Customer Service for service options available for these belts and our Newly Released Products (see “Newly Released Products” section).
USA and Canada
POLICY STATEMENT USA and Canada Policy Statement Shipping & Emergency Services Page 2 of 5
Effective: June 1, 2017
EXPEDITING SERVICES FOR ASSEMBLED CONVEYOR BELTS In certain emergency situations, it may be necessary to repair or replace a belt quickly. Intralox is committed to providing the most reliable expedited shipping services backed by the strongest guarantees available in the industry.
TYPES OF EXPEDITING SERVICES 3-Day Service • Belts and accessories will be ready to ship by the third (3) business day (Monday through Friday, excluding holidays) following the day the order is placed. • An expediting fee of 7.5% of the Industrial User Price is added to the order, in addition to freight. Minimum fees may apply. Please check with Customer Service for details. Same/Next Day Service • Belts and accessories will be ready to ship the same day provided that the order has been accepted by Customer Service before 12:00 NOON Central Standard Time. Orders placed after 12:00 PM Central Standard Time will be shipped on the following business day. • An expediting fee of 15% of the Industrial User Price is added to the order, in addition to freight. Minimum fees may apply. Please check with Customer Service for details. 4-Hour Service • Belts and accessories will be ready to ship within 4 hours after Customer Service has accepted the order. • The order must be placed between 8:00 a.m. and 5:00 p.m. Central Standard Time, Monday through Friday, excluding holidays. • An expediting fee of 30% of the Industrial User Price is added to the order. Minimum fees may apply. Please check with Customer Service for details.
PLEASE NOTE Expedited orders for 4-Hour Service and 3-Day Service, placed after 5:00 PM Central Standard Time, should be placed by telephone to ensure the earliest ship date. Orders placed by e-mail or facsimile after 5:00 PM Central Standard Time may be processed the following business day, which will affect the scheduled ship date by an additional day.
EXPEDITING SERVICES GUARANTEE Intralox guarantees that 4-Hour, Same/Next Day and 3-Day Service belt orders will be available for shipment on time. If Intralox does not make a belt available for shipment on time, and extraordinary shipping arrangements by Intralox, at Intralox’s option, do not place the customer in as good a position as if Intralox had made the belt available for shipping on time, then the belt, stock accessories, and freight (as originally routed) are free of charge and the expediting fee is waived. • This Guarantee is available to End Users, Original Equipment Manufacturers, and Fabricators. • This Guarantee is limited to a maximum amount of $10,000 per day, per customer, and is subject to a Substantial Performance provision (see “General Policies”).
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Effective: June 1, 2017
EXPEDITING SERVICES FOR ASSEMBLED CONVEYOR BELTS continued • This Guarantee is available only on belting assembled from stock components and shipped with stock accessories. This Guarantee is not available for belts containing machined parts. Special policies apply to Newly Released Products (see “Newly Released Products” and “General Policies”). • Expediting fees will be reimbursed in addition to the amount refunded under the terms of this Guarantee.
CONFIRMATION PROCEDURES • A confirmation of all expedited service orders will be faxed or emailed immediately. If for any reason the confirmation cannot be faxed or emailed, the order will be confirmed verbally via telephone. All Guarantees apply only to the information contained on the order confirmation. • Requests for changes to 3-Day and Same/Next Day Service orders must be made within one (1) hour of the time of the fax transmission, email or verbal confirmation. • Requests for changes to 4-Hour Service orders must be made within 30 minutes of confirmation. • Because Intralox begins production on these orders immediately, a restocking fee will apply if notification is not received within the prescribed time frames.
SHAFTS Intralox guarantees the promised ship date on all standard machined shafts or we pay the freight as originally routed. • Standard machined shafts will be shipped within 7 business days after the order is placed. • Shafts are custom machined and therefore not returnable, and are not covered by our Expediting Services Guarantee.
EXPEDITED SHAFT ORDERS • We confirm available expediting services for shafts at the time of order based on our workload and the amount of work required. If the shaft is not ready to ship on time, the expediting fee is cancelled and we pay the freight as originally routed. • An expediting fee of $50 will be added to the order for each expedited shaft up to 2.5 square inches, in addition to freight. Minimum fees may apply. Please check with Customer Service for details.
NEWLY RELEASED PRODUCTS - INTRODUCTORY POLICIES New Belts and Chains are often released using introductory tooling (i.e., before high volume production tools are available). Their standard lead-time is ten (10) business days, backed by our Free Freight Guarantee. The following introductory policies apply: • In production breakdown situations, standard expediting services are available, backed by our $10,000 Expediting Services Guarantee. The expedited belt must be no greater in length than and otherwise identical to the belt originally purchased. • In all other situations, the confirmed lead-time is backed by our on-time shipment guarantee. If the belt is not ready to ship on time, the expediting fee is cancelled and we pay the freight as originally routed.
USA and Canada
POLICY STATEMENT USA and Canada Policy Statement Shipping & Emergency Services Page 4 of 5
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NEWLY RELEASED PRODUCTS - INTRODUCTORY POLICIES continued We expect to move most new products into full release within 90-120 days, at which point these Introductory Policies no longer apply. To check the status of a particular new product, please ask your Intralox Customer Service Representative.
GENERAL POLICIES ORDER CHANGES AND CANCELLATIONS FOR STANDARD LEAD-TIME BELT ORDERS • Order changes and cancellations for standard lead time belts may be made at no additional charge by the end of the business day following the day the order is placed. • Order changes and cancellations made beyond the second business day will incur a 30% restocking fee on the belt portion of the order and 20% on the accessory portion of the order. Minimum fees may apply. Please check with Customer Service for details. • See “Returns” section for items which are non-returnable and, therefore, cannot be re-stocked. • The order may be assigned a revised ship date.
ORDER CHANGES AND CANCELLATIONS FOR EXPEDITED SERVICE ORDERS • Order changes and cancellations for expedited belts may be made at no additional charge as detailed in the “Confirmation Procedures” section. • Order changes and cancellations made after the deadlines outlined in the “Confirmation Procedures” section will incur a 30% restocking fee on the belt portion of the order and 20% on the accessory portion of the order. Minimum fees may apply. Please check with Customer Service for details. • See “Returns” section for items which are non-returnable and, therefore, cannot be re-stocked. • All applicable expediting fees are non-refundable and non-transferable. • The order may be assigned a revised ship date.
SHORTAGES • Any shortage must be reported no later than 30 days from the invoice date.
RETURNS • A Returned Materials Authorization (RMA) must be requested from Customer Service within 90 days of the original ship date. Goods must then be returned within 30 days of the RMA date. • Materials will not be accepted at our receiving dock without an RMA. • Returned materials must be in like-new, clean and resalable condition. • Qualified credit will be issued upon receipt and inspection of the materials in our warehouse.
USA and Canada
POLICY STATEMENT USA and Canada Policy Statement Shipping & Emergency Services Page 5 of 5
Effective: June 1, 2017
GENERAL POLICIES continued • A 30% restocking fee applies for belts built from stock components. Belts with cut-down flights and insert rollers will incur a 50% restocking fee. A 20% restocking fee applies for accessory items. All expediting fees are nonrefundable and non-transferable. • Mold-to-order (MTO) products, belts with non-standard configurations, and all specially machined items are not returnable. • Return freight costs must be prepaid.
NON-RETURNABLE ITEMS The following items are not re-stockable and, therefore, may not be returned: • Machined parts, such as flights with more than one notch, shafts, scrolls, pusher bars, etc. • Specialty molded items (MTO), such as belts made from non-stock materials and colors, or special belt configurations (SBs). • Items with visible wear and tear.
COLOR STATEMENT Actual belt color may vary slightly from belt samples or from one product run to another. These slight variations are cosmetic in nature and do not impact belt performance.
SUBSTANTIAL PERFORMANCE Intralox provides the very best products and services available in the conveyor belt industry. The Intralox Expediting Services Guarantee is our customers’ assurance that Intralox can and does consistently deliver. Our performance goal in all customer services is “Zero Defects.” Practicality, however, dictates that our Expediting Services Guarantee for expedited products be one of “substantial performance.” Intralox defines “substantial performance” as shipping an order that is complete enough (i.e., lacking no essentials) to enable our customer to reach operational status. Any action necessary to correct the original order will be made immediately at Intralox’s expense and the expediting service fee for the entire order will be waived. The following specific exclusions also apply to the Intralox Expediting Services Guarantee: •
Nonperformance due to extraordinary circumstances beyond Intralox’s reasonable control.
CARRIERS While Intralox does commit to ship as agreed, we cannot commit to a specific arrival date because we have no control over carrier availability or performance.
CUSTOMER SERVICE AVAILABILITY An Intralox Customer Service Representative is available 24 hours a day, 7 days a week by phoning 1-800-535-8848. After normal working hours, please follow the recorded instructions to alert the Customer Service Representative on call. © 2017 Intralox, L.L.C. 52574_ENGLISH
