National Return and Freight Policy
Return Authorization Policy
1. SOPREMA, Inc. will only accept, for return and credit, current stock items which were purchased within the past 90 days. All returns will require approval of SOPREMA Customer Service Manager and Regional Sales Manager as well as an inspection performed by a SOPREMA Representative. The products must be in original packaging and in resalable condition. Products must be returned to a SOPREMA manufacturing facility (Wadsworth, Gulfport, Chilliwack or Newark). Liquid products over 30 days of purchase date will not be considered for return.
2. SOPREMA will accept return of products for credit in full pallet quantities and in the original unopened packaging. Prior to credit being issued, all products will be inspected by the Quality Assurance Department. The outcome of the inspection may affect the credit issued. SOPREMA will not issue refund checks. Customer will receive credit against their SOPREMA account.
3. SOPREMA will not accept return of any liquid products or adhesives without approval of SOPREMA Customer Service Manager and Regional Sales Manager as well as an inspection performed by a SOPREMA Representative. The return of liquid products will only be accepted within 30 days from date of purchase.
4. SOPREMA will not accept returns without a return authorization number issued by SOPREMA Customer Service. The return authorization number must be placed on all pallets being returned.
5. For returns where SOPREMA is not at fault, customer agrees to pay a restock fee of 15%. This restock fee will be deducted from the customers’ credit along with the freight charge (Outbound and Inbound) when SOPREMA is asked to arrange the pick-up. Situations for which customer is responsible for restock and freight includes but not limited to: wrong products ordered, order cancellations after truck has left the plant and any other reasons which may result in a return. Over orders will not be considered for return.
6. SOPREMA will pay the freight and waive the restock fee on returns which were a result of the following: error in order processing, order released before ship date, product arrived damaged or certain other circumstances deemed by SOPREMA Customer Service.
7. When SOPREMA is paying the freight SOPREMA will arrange trucking.
8. SOPREMA has the right to deny returns of products at any time for any reason.
Items not considered for return include: accessory products, base sheets, insulation, liquid products (after 30 days), specialty items, non-stock items, and Sopraboard.
Freight Policy
Full Truckload Definition:
42,000 lbs or 22 pallet spaces
Order Lead Time:
Orders must be received a minimum of two business days prior to shipping. Example: orders received by 12:00 pm EST on Monday will attempt to be shipped on Wednesday. Orders received after 12:00 pm EST on Monday will attempt to be shipped on Thursday.
Orders will not be released or shipped without a complete customer purchase order consisting of all required pricing, contact information for delivery site and delivery address. Additional information may be required.
Charge Schedule:
Fuel Surcharge – Calculated as the total miles from shipping point to the destination multiplied by the current Department of Transportation (DOT) rates. The DOT rate is adjusted quarterly. Maximum fuel surcharge is $750.
Deficit Freight –Calculated by taking the total freight and multiplying it by the percentage of truck used.
– Saturday Delivery – Fee is passed directly from the carrier to the customer. Not all carriers offer Saturday delivery and this will be based on availability.
– Multiple Stops – Capped at 150 miles from first stop to second stop. Customer is responsible for all additional charges.
– Detention Fee – Will start two hours after the requested delivery time. Fee is $75 per hour with a maximum of eight hours.
– Layover Fee – Applied to any truckload that is in detention for over eight hours. Fee is $600 per day.
– Cancelled Truck – A cancelled truck fee will be applied for any truckload order that is cancelled after 2:00 pm EST the business day prior to the day of shipment. A flat fee of $500 will be assessed.
Less than Truckload (LTL)
Definition:
Any shipment under 10,000 lbs; shipped via closed van. Arrangements to unload are the responsibility of the customer. Cubic capacity is under eight skids.
Order Lead Time:
– All LTL orders must be received by 12:00 pm EST for same day shipment. All orders placed after 12:00 pm EST will be shipped the following business day.
Charge Schedule:
– Freight Charge – Freight Charges are the responsibility of the customer. Estimated shipping costs can be quoted prior to shipment, however, actual shipping costs will be assessed post shipment.
– Saturday Delivery – Fee is passed directly from the carrier to the customer. Not all carriers offer Saturday delivery and this will be based on availability.