Your experience and satisfaction is our top priority in everything we do. While we can’t control every part of the voyage your system takes from our loading docks to your doorstep, we are committed to ensuring everything arrives in good working order.

When receiving your order we ask that you please visually inspect your shipment for damages and shortages before signing the delivery receipt given to you by the freight company. If there is not enough time to inspect the entire shipment upon delivery the best thing to do is to write “pending further inspection” or “possible concealed damage, pending inspection” on the delivery receipt and contact us with photos and a further inspection.

How to Inspect?

    

Example Standard Palletized Freight Packaging

To Report Damaged Product

Please have the following ready before contacting RPS:

  • Photos of the damaged product
  • Photo of the BOL (the attached sheet in the plastic sleeve) for the damaged shipment
    ** Damage must be noted on this receiving BOL to increase chance of winning a claim with the freight carrier

For Product Lost in Transit

RPS booked freight:

  • Report lost product to the carrier at the time of delivery before signing the carrier’s BOL indicating the missing product.  Request driver name, contact information and truck number.
  • Call RPS immediately at 888-637-4493

Most lost product is found within two days.  If your product is not found by the carrier after two business days, we will arrange for immediate replacement.

If you need the product before the two-day window has expired, please discuss details with your RPS customer service representative.

Customer booked freight:

  • Customers will need to contact their carrier to file a claim.

For Receipt of Incorrect Product

If the product on the packing slip does not match the product you received, mark immediately on the BOL before signing and accepting the delivery.  In making a claim, please have the following ready before contacting RPS:

  • photos of the incorrect product
  • quantity of incorrect items received

Our apologies in advance! Replacements will be sent to you as quickly as possible.

 

For Return of Unwanted or Mis-ordered Product

We want you to be completely satisfied with your purchase.  As such, uninstalled product may be returned to its original packaging within 30 days of shipment delivery with prior approval*

In order to return product to RPS, we must first issue you an RMA (Return Authorization).**Please have the following ready before contacting RPS”

  • your sales order number
  • photos of product
  • reason for return
  • action to take (replacement/return/credit)

When shipping your product back to our warehouse please package appropriately:

  • make sure all products are neatly stacked, properly secured to the pallet; and, wrapped with a protective covering (banding and stretch wrap)
  • on boxed product, return all products 100% complete, including all original manufacturer boxes with the UPC code and packing materials, all manuals, blank warranty cards, accessories, and any other documentation included with the original shipment

*All returns of the unwanted or disordered product may incur a restocking fee.  Customers are responsible for all return shipping charges.  The customer is also responsible for all risk of loss and/or damage to products being shipped for return, exchange, or replacement.

**If we receive your product without an RMA, our warehouse will not be able to process your return and the product may be returned to you at your expense.

Re-Consignment of Shipment/Change of Shipping Address

We understand that sometimes an order must be re-consigned.  If the delivery address on an order is changed after your order has shipped, you may sometimes incur a re-consignment fee by the carrier and be passed along to you.

Our Policy

As with everything we do, customer satisfaction is our top priority.  If you ever have questions or need to submit a claim, then please complete the below form and/or call 888-637-4493