Norcross - Madagascar Group (NMG) Customer 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 (520) 882-8884, as soon as possible, so we can
correct the situation. Please note all products sold are natural stone and
the many variations of the stones produce different colorization and
characteristics. All products are photographed to show best quality and
items received may vary from the photos due to natural variation in the
Order Processing Times & Order Delay Exceptions: We take pride in our fast order
it has been placed. In many cases, we usually ship faster.
There are two times every year when shipping might get slightly delayed:
Jan 20-Feb 21 during the Madagascar Minerals Gem Show in Tucson, AZ, and
Sept 1-17 during the Denver Gem and Mineral Show.
In the event that your order is delayed, beyond our stated policy, we will provide you with agift 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 and Refunds 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 youreligibility to obtain credit for returned goods.
We want you to be fully satisfied with every item you purchase. If you are
not satisfied with an item that you have purchased, you may return the
item at your expense within 30 days of receipt for a refund of the
purchase price, minus the shipping and handling fees.
A restocking fee of 25% may apply for all items returned. The restocking fee will be waived
for the following reasons: Carrier damage/broken product, Receipt of an incorrect item.
Items must be returned fully intact and unmarred original packaging.
Any alteration of the product or packing in any form will disqualify it from being returned.
~ No exceptions ~
Refunds are processed within 30 days of receipt of order. Purchaserassumes all liability for return package. A refund or credit will not be
processed if products are lost or broken during return shipping.
Refund or credit will not be processed if you have not received, signed,
and returned the provided RMA document. To avoid any loss, make sure to
keep your tracking number, and insure the return package.
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
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
email@example.com. Please call us at 520-882-8884 to
obtain RMA. If you declined NMG Shipping Insurance (optional, and
recommended for orders >$100), you will not be eligible for credit on
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.
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) Shipping Carrier Insurance:
NMG offers the option of using the chosen shipping
carrier''s insurance (e.g. UPS insurance). We will handle the claim process for any lost or damaged freight. Customer is responsible for providing us pictures of the damaged item(s) and packaging. Customer must make the item(s) and packaging available for inspection and/or pick up by the shipping company
We do offer the option to "opt out" of insurance altogether. If you chose to "opt out" of insurance, the liability associated with accidental loss or damage
lies solely with you.
2) "Opting Out" of Shipping Insurance
NMG offers you the right to "Opt Out" of Shipping Insurance. We will send you your invoice via email for you to check
the appropriate box to "Opt Out" of all insurance. You will then be
required to sign your invoice and email 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.email: firstname.lastname@example.org
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 of our shipping companies, we will offer you one of
the 2 shipping insurance options (listed above).
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 shipping address). All other states and countries will not be charged
sales tax. If you are a web site wholesale user with an AZ shipping
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.
Pricing Errors: In the event of a pricing error on the Madagascar Minerals
Site, Madagascar Minerals reserves the right to cancel any orders
resulting from such pricing errors. Prices, specifications, availability
and terms of offers may change without notice. Quantity limits may apply
to orders, including orders for discounted and promotional items. Despite
our best efforts, a small number of items may contain pricing, typography,
or photography errors. Correct prices and promotions are validated at the
time your order is placed.
account to use and subscribe to the service offered by MadagascarMinerals.com you must provide
us with your personal information.
YOUR CREDIT CARD INFORMATION:
HOW WE ENSURE THE SECURITY OF YOUR INFORMATION:
COOKIES - HOW WE USE THEM: