Shipping Policy
Shipping Policy
At MySqueakyFloors.com we appreciate your business. We strive to ship products within 2 days of order placement (with the exception of orders placed just before and during the weekend); however, please allow 7 to 14 business days for your product(s) to arrive for U.S. and Canadian customers. Depending on the shipping method chosen for Canadian customers, it could take up to 3 weeks for the package(s) to arrive. All shipping charges include a small handling fee.
Damaged and/or Defective Products
From time to time item(s) can arrive in damaged condition or be defective. Your best plan of action if this occurs is not to refuse the package if it appears to be damaged. Instead, if an item is visibly damaged at the time of drop-off, the shipper will either take it back or leave it with you until they can contact us so we can file a damage claim. If you open the box and discover the item is damaged, then simply contact us so we can contact the shipper. Products are covered under insurance offered by the shipper so you, the customer, are not responsible for any damaged items. Damaged item(s) must be handled by the shipper under their damage policy.
When it comes to damaged items, every case is different; but in most cases, if the product is damaged or defective on arrival, the shipper and/or manufacturer will decide what to do with the damaged or defective item(s). If the shipper doesn't take the package, don't worry—just send us an email or phone us to let us know the item has been damaged or is defective so we can make arrangements with the shipper or manufacturer on how to handle the situation.
We will ask you to send us a digital photo or two of the damaged or defective areas(s) before we move forward or send out a new item(s) while we work out the details with the shipper or manufacturer.
Custom and/or Specialty Product
If the words "Custom and/or Specialty Product" appear anywhere on the product detail page, it means the product is non-returnable, no matter what the circumstances are, unless the item(s) is found to be defective. Also, if you, the customer, request a specialty product, or any other product(s), to be brought in from the manufacturer to us because the manufacturer is not willing to ship the item(s) to your country or to help reduce the shipping cost for both U.S. and Canadian customers, this item(s) is considered a "Custom and/or Specialty Product" and is non-returnable, no matter what the circumstances are unless the item(s) is found to be defective. For any item(s) that falls under "Custom and/or Specialty Product," your credit card will be charged at the time your order is processed.
Erroneously Addressed Packages
If you receive a package that doesn't belong to you, please contact us at 845.649.3802 so we can make arrangements to have the package sent back to us. With UPS packages we can order a call tag to have such package(s) returned to us. If the package is opened and you discover the items/packing slip belongs to another customer, please contact us so we can make arrangements to have the package returned to us. If we ask you to send the package back to us, we will reimburse you by check or credit card for any shipping cost you incur to have the package(s) returned to us.
If you decide you want to keep the mistaken package(s), we ask that you pay for the said item(s) the total cost as indicated on the enclosed packing slip. If you choose to not pay for said items(s), you will be billed for them. If that bill is not paid to us within 30 days from the date of the invoice, it will be turned over to a collection agency as a delinquent account. If the bill is not paid within 30 days after you've been contacted by the collection agency, your account will be reported to all credit bureaus as a delinquent collection account. This negative report will show up on your credit report in approximately 90+ days and will remain on your credit record for at least seven years.
If we trace a missing package(s) to you that we sent by accident and you are unwilling to work with us, you will be billed for such items. If that bill is not paid to us within 30 days, it will be turned over to a collection agency. If the bill is not paid within 30 days after you've been contacted by the collection agency, your account will be reported to all credit bureaus as a delinquent collection account. This will stay on your credit record for at least seven years.
Incorrect Address
For those purchasing products through our store, please ensure you have provided the correct shipping address on the Shipping Information page and the correct credit card information on the Billing Information page. This will assure that your order will be shipped on time and billed correctly. We ship to a physical address unless other arrangements are made in advance.
We use address validation programs to confirm addresses; however, due to situations beyond our control, a wrong address occasionally makes it through the system. We are not responsible for any package(s) that are sent to an incorrect address that appears on the original order.
An incorrect address may delay order processing and shipment, cause an order to be delivered to an incorrect address, and/or incur additional expense to you in order to track, intercept, and retrieve the order.
Extra Shipping Charges
If an incorrect address makes it through the system, it is possible that the shipping carrier could contact you directly to verify your delivery address. Depending on the shipping carrier, they can charge us and/or our drop shipper an extra flat fee shipping charge to verify an address prior to delivering to the correct address. Extra charges could be incurred if you contact and instruct the shipper to reroute any package(s) for which a signature is required upon delivery to a different address just to make it more convenient for you to sign for them. Also, extra charges could be incurred if you contact and instruct the shipper to reroute your package(s) upon which we overrode your decision for "no signature" to "signature requested" (as outlined in the Terms of Sale) just to make it more convenient for you to sign for.
When extra shipping charges do occur as outlined above, we will bill you for those extra shipping charges. If the bill is not paid to us within 30 days from the date of the invoice, it will then be turned over to a collection agency as a delinquent account. If the bill is not paid within 30 days after you've been contacted by the collection agency, your account will be reported to all credit bureaus as a delinquent collection account. This negative report will show up on your credit report in approximately 90+ days and will stay on your credit record for at least seven years.
Credit Card Disputes
The following Credit Card Disputes Policy applies to both U.S. and International customers:
Before you contact your credit card company to remove a charge you don't recognize on your statement, call the telephone number next to the transaction to investigate the charge. In most cases it is not a fraudulent charge; the credit card holder has simply forgotten about the charge.
Credit card disputes, known as "chargebacks" in the industry, take time and energy to get reversed.
We take chargebacks seriously!
We will take action to reverse the chargeback if you contact your credit card company to remove a charge without calling us; or if you dispute the charges because you didn't want to make arrangements to sign, redirect, or pick up the package(s); or if you dispute the charge because someone in the household received the package(s) and you were not made aware of it; or if you dispute the charge because we refused to take back non-returnable "custom" or "specialty" items; or if you dispute the charge because you didn't want to wait for our refund check to arrive; or if you dispute the charge on items that were returned without an RMA (Return Merchandise Authorization) number; or if you dispute the charge because you refused the package(s) due to your country's custom requirements that you pay duties, taxes, and/or any other fees associated with any product(s) you ordered in the US for importation into your country.
If our action to reverse the chargeback is successful, a bill for an administrative fee of $55 to process the chargeback reversal will be sent to you. If we are unsuccessful in our action to reverse the chargeback, we will send you a bill for the original order amount plus a $55 administrative fee.
If an order is refused and returned to us for any reason other than what is outlined for RMA customers, the original shipping and handling cost along with the return shipping cost will be added to the bill along with a 50% restocking fee. If the bill is not paid to us within 30 days from the date of the invoice, it will then be turned over to a collection agency as a delinquent account. If the bill is not paid within 30 days after you've been contacted by the collection agency, your account will be reported to all credit bureaus as a delinquent collection account. This negative report will show up on your credit report in approximately 90+ days and will stay on your credit record for at least seven years.
In cases where the chargeback is clearly fraudulent and with ill intent to obtain merchandise without paying for it, we will file a report with your local police and sheriff's department.
Please call us first to investigate a transaction you don't recognize before contacting your credit card company to remove the charge.
This Shipping Policy takes effect as of 11/28/09.
