Shipping, Handling and Returns
As soon as you place your order you will receive an order confirmation e-mail. This means that we have received your order in our system and payment has been received. Please check your junk mail if your order confirmation does not arrive within five minutes of placing your order. If for some reason an item is out of stock, we will contact you within 24 hours and provide you with the option of either a refund or advise on longer lead time, at which point you may choose to either proceed with the order or cancel it.
TIME TO RECEIPT
Within North America, turn-around time is 7-15 business days from which time the order is approved. We usually have orders to clients sooner than 10 business days but we cannot guarantee this. Outside of North America, turnaround time is anywhere between 12-15 business days. If you require faster shipping, please contact us and we can make arrangements. We are not responsible for delays as a result of customs clearance or carrier related wait times.
If your order has been designed by you online, once your order has been received, items typically take, on average, 7-14 business days to arrive within North America. If your order was submitted via email and a proofing process is required, shipping time will commence as soon as proofs are approved and is again, between 7-12 business days within North America for all items excluding signage. We will use UPS, DHL, FedEx, Purolator or USPS for shipping unless otherwise specified. Products are shipped from multiple locations across North America depending on which access point stocks your custom products at the time your order is placed.
Note we do not ship to horse shows under any circumstances. Also note that while express shipping may be selected, once the product has been tendered to the courier company, we cannot take responsibility for delays on their behalf. While unusual this does happen and we do not offer refunds or credits for packages that do not arrive on schedule when delay is caused by a third-party.
DAMAGES & LOSS
SP RHODES Inc. is not responsible for items that are damaged or lost in transit. Although we do our best to ensure items are packaged and addressed appropriately, we cannot guarantee that the carrier will not incur damage or lose items. This happens very rarely, but it can happen. If you received a damaged item or an item does not arrive, please contact us within 10 business days. You are responsible for entering the correct address in the payment gateway. We may collect your shipping address over the phone to estimate cost of shipping but it is the shipping address that is entered via PayPal or our payment gateway that is used for delivery. We are not responsible for covering the cost of items due to oversights or misspelled addresses. Please ensure that your address is complete.
CANCELLATIONS & REFUNDS
We do not accept order cancellations or refunds on custom products. Once your order has been processed, you can assume your items has been sent to production. Since items are permanently marked, we cannot accept returns on any custom items. Every offer of an SP RHODES product and/or service on our Site as well as every transaction, order and agreement that is concluded through our Site is governed by our Terms. The applicability of any terms and conditions of the customer or any third party on behalf of the customer is expressly dismissed and shall not apply, even if SP RHODES has not specifically rejected them.
If a product is shipped and there is an error, we will verify the cause of the error. If the error is due to an oversight on our end, we will reproduce the product and re-issue the item(s) at our expense. If it is determined that the error was in place at the time of proofing and you approve said error, there will be no replacement nor refund issued. It is the responsibility of the client(s) to check all proofing sheets and verify spelling, placement and color selections are correct.
If you are sent an incorrect product, i.e., a single-sided sign rather than a double-sided sign, you will be required to field-destroy the product you initially received so it is no longer in circulation. Once photos have been sent to our claims team, we will promptly re-issue you the correct product at our expense.
We do not offer compensation in any form for field destruction, nor for any other errors resulting from an oversight.
In the event of an error where we deem a re-issue as the resolution and as the end remedy, we assume no further obligation to issue any fees or penalties. The re-issue is agreed to be the final agreed resolution.