Damages/Replacements/Return/Cancellation Policy

Damages & Freight Claims: Remember: You are the final inspector. Each order is carefully packed and inspected before it leaves our facilities, and the responsibility for its safe delivery is assumed by the carrier upon its acceptance of the shipment. Schaefer contracts with the carrier for delivery to you, but our responsibility for safe delivery of the products and merchandise ceases when shipments are received by the carrier. Therefore, for the protection of all parties it is important that upon receipt of your order you thoroughly inspect your order and confirm that it is received in full and without damage. Along with the order, you will receive a packing list detailing all the products included in your order. You must check your order against this packing list to confirm that all pieces have been received (note: If the packing list is missing from your order this must also be noted upon the carrier’s delivery receipt). You should examine the cartons/boxes for any visible signs of damage, such as holes, re-sealed packaging, staining or wetness etc. After you have inspected your order, you will then be required to sign for the shipment to confirm that your order has been delivered complete and in good condition. This discharges the freight company/carrier/ shipper from any responsibility (note: in certain circumstances damage that was not readily visible may be accepted by the carrier as a “concealed damage” claim-see below). Any deviation in your order must be called to the attention of the carrier while the driver is present and properly noted upon the carrier's delivery receipt for damage and/or shortage. The same must then be reported to Schaefer customer service at 800-876-6000  as soon as possible within 24 hours, but in no event later than 15 days of receipt. Any shortage noted on the carrier’s delivery receipt will be replaced at no additional charge, including freight costs for return or replacement, provided the notification is received within 15 days. You must provide Schaefer with a copy of the delivery receipt noting the damage or shortfall, along with a letter stating whether you would like replacement or credit. Again, if the delivery receipt is not properly notated, there is no recourse with the carrier and thus no reshipment, nor reimbursement.

All damaged products plus packing materials must be kept in the general location of delivery until a damage inspection has been made by the delivering carrier. Do not dispose of any cartons or packaging until all discrepancies/variations have been addressed by the carrier or Schaefer.

If you are not the person receiving the product, you must give instructions to the person in charge of receiving the order to comply with these requirements. Failure to perform any of these conditions may cause additional charges for returns or replacements to be incurred.

Concealed Damage: In the event concealed damage is found, it must be reported to Schaefer as soon as possible within 24 hours of your receipt in order for Schaefer to be able to meet the deadline imposed by the carriers. The responsibility to inspect your order and notify Schaefer is upon you, the Buyer, and failure to do so will result in Schaefer being unable to in turn file a claim with the carrier and comply with trucking rules and regulations. Schaefer will investigate any concealed damage claim as promptly as possible.

Any damage, including concealed damage, which is not notated upon the delivery receipt, may be subject to additional charges for replacement.

Please contact customer service for returns or replacements, at 800-876-6000  or by email at [email protected]. For all prepaid returns, you are advised to retain the tracking number for reference in the unlikely event the package is not received. Notes and exceptions:

  • All credits are for price paid at time of order including discounts.
  • Keep all packing material and literature in the event a return is necessary
  • Credit will not be given on special orders for any reason. However, exchanges may be allowed if requested within 30 days of the invoice date.
  • Return the product within 5 business days after receiving the return authorization number described below to receive credit.
  • Obtaining a return authorization number does not guarantee credit. Review the return authorization process below to make sure your return falls under these guidelines.

Order Cancellation - Written notification must be received by Schaefer in order to process an order cancellation. The cancellation notification may be sent by email to [email protected], by facsimile to (855) 300-2576, or by mail (overnight or express) to:

Customer Service Department
SSI Schaefer Systems International, Inc.
10021 Westlake Drive
Charlotte, NC 28273

Schaefer will process the order cancellation as soon as it is received. If the order has shipped, you will be responsible for applicable freight charges, including return shipment charges. A re-stocking fee may also apply, not to exceed 25% of the total purchase price. If the order has not yet shipped upon receipt of the order cancellation, you may be responsible for re-stocking fees if the order was already prepared for shipment. Schaefer works hard with its suppliers to minimize these costs to our customers when orders are cancelled.

Keep in mind that cancellation by any form of mail may not arrive in time to avoid the above-referenced charges, and it is suggested that email or facsimile be utilized.

Return Authorization - Schaefer has a 30-day return policy subject to certain limitations. To process a return, you must obtain a return authorization number by calling Customer Service at (855) 300-2636] or by sending an email to [email protected]. Return authorization is subject to Schaefer’s shipping and return policies. Shipping costs may be applicable. Items returned without a return authorization number will be refused. Custom or special products cannot be returned. Schaefer reserves the right to refuse any return for any reason or for no reason at all.

Unopened, unused products returned for credit - Upon receipt of any unopened and unused returns, Schaefer will, in its reasonable discretion, issue a refund or a credit to Buyer in the amount of the product purchase price (possibly less a 25% restocking fee) within 30 days of Schaefer’s receipt of such return. To return items, you must obtain a return authorization number and correct return address. Items returned must be shipped prepaid; collect shipments will be refused. If an item is not complete and resalable, credit will not be issued and a handling fee may be charged. Some manufacturers will not accept returns for any reason at all.

Unopened, unused products returned for replacement with another item - Replacements will be treated as a new order. Follow above instructions for returning unopened, unused products. Your new order will be processed, credit card billed and product shipped immediately. Credit for the returned item will be issued upon receipt and inspection.

Defective/incorrect product returned for replacement - We will replace most defective/incorrect items within 30 days of delivery date. Returns of defective/incorrect product will be arranged by Schaefer and must be accompanied by original order number. We will ship a replacement immediately. If Schaefer determines that the item returned is not defective / incorrect, you will be subject to ALL additional charges, including return shipping and call tag fees if applicable.

Defective product returned for credit - Schaefer will issue a credit for most defective items within 30 days of Schaefer’s receipt of the returned item. Returns for replacement must include all product and literature in original packaging and must be accompanied by original order number. Schaefer will, in its reasonable discretion, issue a credit upon receipt and inspection of the product. If Schaefer determines that the item is not defective, you will be subject to ALL return shipping charges, including call tag fees if applicable and a 25% restocking fee.

Non defective items that have been used may not be returned for credit or replacement - Non defective items that have been opened or have a broken seal may be returned, however, they may be subject to a 25% restocking fee. We are not liable if you order the wrong product. We do our best to provide complete, accurate descriptions about all items we sell. To ensure that you are ordering the correct item, call our customer service department during normal business hours. Since product specifications change often, any uncertainties should be addressed before a purchase is made. Manufacturers will not allow opened, non-defective items to be returned for credit or exchange.

Refused shipments - If delivery of a shipment is refused, you will be responsible for payment of all applicable freight charges, including return shipment charges. You may also be charged a re-stocking fee, not to exceed 25% of the total purchase price.