Norcross Customer Policies
Untitled Document
Norcross - Madagascar Group (NMG) Customer Policies
Shipping Policies:
Customer Satisfaction Guaranteed Policy
All product that leaves our facility is triple-checked for product and packaging concerns. However, from time to time, we still make mistakes. In the event your order is missing product, or product you received is not correct, please call us toll free (888)-888-9057, as soon as possible, so we can correct the situation.
Order Processing Times & Order Delay Exceptions:
Fast Order Processing!
We ship all regular orders on Tuesdays and Thursdays. The cut-off time is 12:00 noon on each shipping day. We ensure all orders are shipped within three [3] business days after an order has been placed. We usually ship faster, in many cases!
There are two times every year when shipping might get slightly delayed: Jan 20-Feb 14, during the Madagascar Minerals Gem Show in Tucson AZ, and Sept 10-21 during the Denver Gem and Mineral Show. In the event that your order is delayed, beyond our stated policy, we will provide you with a gift to compensate for your inconvenience.
Expedited Shipping Policies
For clients selecting Overnight, 2-day or 3-day delivery options, please allow at least one complete business day for us to process the order.
Product Returns Policy (RMA procedures)
In order to return product back to NMG, please first call us for eligibility in order to obtain an RMA #.
DO NOT RETURN PRODUCT WITHOUT AN RMA#. Doing so, might void your eligibility to obtain credit for returned goods.
Product Breakage Policy:
Unfortunately product breaks in transport from time to time. We cannot control the 3rd party shipping carrier (e.g. UPS or USPS), once we hand over the goods. We do our best job to ensure that goods are packaged appropriately. For this very reason we offer insurance options to protect your goods:
For web orders (www.MadagascarMinerals.com):
If you purchased shipping insurance from the shipping carrier of your choice, we provided you with the necessary details in order for you to process your claim with the shipping company.
If you require assistance, or have lost those details, please contact us.
For phone orders with NMG Protection Insurance:
If product arrived to you with damage, please first photograph the product along with original packaging. Email photos to sales@madagascarminerals.com. Please call us toll free (888)-888-9057 to obtain RMA. If you declined NMG Shipping Insurance (optional, and recommended for orders >$100), you will not be eligible for credit on damaged goods.
For phone orders with insurance from the shipping carrier of choice:
If you chose the lower cost insurance option, with the shipping carrier itself, you will have to process your claim directly with that shipping company. If you cannot locate the details on this order, we will be happy to resend those details to you.
Double-Boxing Policy:
Some of our products are delicate, and require 2nd box (double-boxing) packaging when shipped with a 3rd party shipping company (USPS, UPS). Products purchased on the web site have these costs built into the dynamic shipping charges. All phone orders will have a $5/ box double-box charge, if required. Larger wholesale orders (>200 LBS) are typically shipped on pallets, and therefore do not require double boxing. We have been shipping worldwide for well over a decade, and have learned, many times, that it is better to be safe than sorry.
Shipping Insurance Options:
1) NMG Protection Insurance Policy:
Shipping Insurance, optional, and recommended for orders >$100. NMG self-insures at 5% of the product value (7% for International orders excluding Canada).
Unlike insuring with the shipping carrier for lower rates, NMG immediately processes a replacement (if lost), or RMA # (for products damaged during shipping). Many of our customers have had bad experiences attempting to collect from the shipping carrier itself, and don't like waiting. We do offer the shipping carrier's insurance, and the option to "opt out" of insurance altogether. If you chose to "opt out" of insurance (on orders >$100), the liability associated with accidental loss or damage lies solely with you.
2) Shipping Carrier Insurance:
NMG also offers the lower-cost option of using the chosen shipping carrier's insurance (e.g. UPS insurance). If you chose this option, you will have to settle your claim with that shipping carrier yourself.
Web orders offer the insurance of the carrier of choice. You will have to go through the chosen shipping carrier, in this case. We will be happy to resend you your order details, in the event you cannot find them.
We do offer NMG Protection Insurance (see above), along with the option to "opt out" of insurance altogether. If you chose to "opt out" of insurance (on orders >$100), the liability associated with accidental loss or damage lies solely with you.
3) "Opting Out" of Shipping Insurance
NMG offers you the right to "Opt Out" of Shipping Insurance (for orders >$100). We will send you your invoice via email or fax for you to check the appropriate box to "Opt Out" of all insurance. You will then be required to sign your invoice and either email or fax it back to us. Please be aware: By choosing to "Opt Out" of insurance (on orders >$100), the liability associated with accidental loss or damage lies solely with you.
fax (520) 882 0053
email: sales@madagascarminerals.com
Wholesalers Using Their Own Shipping Carriers:
Some of our wholesalers prefer to use their own bulk freight shipping carrier. In these cases, we cannot be liable for goods lost or broken, after we have signed them over to your shipping company.
If we are using one our shipping companies, we will offer you one of the 3 shipping insurance options (listed above).
Sales Tax:
NMG is a wholesale business with its US distribution located in Arizona. 99% of NMG sales are business-to-business wholesale transactions.
Web site: NMG charges sales tax to end users in AZ alone (determined by the billing address). All other states and countries will not be charged sales tax. If you are a web site wholesale user with an AZ billing address, contact us with your Federal Tax ID#, in order to have your user account modified to show your tax-exempt status.
Phone Orders: All Arizona clients (determined by the billing address) that do not have a Federal Tax ID# registered on their account with us will be charged AZ sales tax.
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