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General Policy |
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1. ORDERING POLICY Customer’s
receipt of an electronic or other form of order confirmation does not signify
Trend USA’s acceptance of the Customer’s order, nor does it constitute confirmation
of Trend USA’s offer to sell. Trend USA reserves the right to accept an order
once the Customer approves the order confirmation or the quote. a.
Customer Confirmation: All orders require customer approval to
minimize claim and miscommunication of charges. If customer has not
approved the order confirmation within 24 hours a follow up call is made to
the customer requesting their approval of the order. When multiple
product are ordered and various lead-times apply Customer Service will advise
the customer of the availability of partial shipment. Freight costs
apply to both shipments. b.
Approved Order Confirmation: Once the customer has approved the order
the ship date is reviewed for accurate lead-time based upon customer approval
date. An updated order confirmation is forwarded to the customer for
their records. c.
Shipment Confirmation: Tracking numbers are added to the order
confirmation once the material is shipped. This information is then
forwarded to the customer. c.2. Orders that are Ex-Italy or Ex-India
can take as many as 72 hours before tracking numbers become available. c.3. If customer is placed on credit hold
by the Accounting Department prior to the order shipping the customer’s
material will not be released to ship until Accounting has collected
payment. Customer Service cannot override accounting holds. 2. PAYMENT TERMS New customers
are required to complete the Customer Information form. If the new
customer would like to apply for Credit with Trend USA, the additional Credit
Application form must be completed. a.
Customers not applying for credit or without an approved Trend credit
account, Trend USA requires the payment in advance by approved credit card,
wire transfer or check. The order confirmation number must be referenced with
the payment to ensure that it is properly applied to the customer account.
Trend does not accept COD payments. All material must be paid in advance
unless otherwise noted. b.
Customers with an approved Trend USA credit account, are required to make a payment
on or before the due date noted on the invoice. Customers
who do not pay by the due date are subject to a credit hold on their
account. If a credit hold is placed on the customer/s account new
orders cannot be placed and pending shipments will not be released. Invoices will be
sent through electronic communication (including but not limited to e-mail)
and or facsimile (fax). A monthly statement will be sent to Customers via
regular mail. 3. SHIPPING Customer is
responsible for all costs related to shipping product to the location
specified by Customer. It is responsibility of the Customer to provide
contact information that allows the shipper to contact Customer when
shipping. Additional storage and/or shipping charges and warehouse charges
may apply if Customer can not be contacted. It is required that person/s be
available to receive product and/or material. Failure to have material
received can result in shipment being re-directed to shipper warehouse
facility. Any additional freight cost must be assumed by the customer. All
material re-directed by customers will be at their cost. Customer is
responsible for inspecting freight for shortages and signs of damage upon
receipt of goods. All shortage or damage claims must be filed with Trend USA
within 10 days from the date of shipment. (Claims can be emailed to claims@trendgroup-usa.com or sent
by fax to the customer service at (305) 593 6075. Customers
outside US are required to advise Trend of their broker/freight forwarder
details and the final ship to address and contact information. 4. CLAIMS Customers have a
maximum of 30 days to report a claim (except for shortage or goods damaged in
transit). Claims placed after 30 days will not be accepted unless approval is
given by the Quality Control Manager. Customer Service will respond to
claims within 24 hours however should claim require assessment by Trend
Quality Control Department a final decision may not be immediate. Customers
can place replacement orders during the claims process however the material
will be charged at standard pricing. If the claim is approved, the
customer will be issued a credit memo one week from claim approval. Claims
must be submitted to claims@trendgroup-usa.com
. The form is available at Trend CS area in the web: www.trendgroup-usa.com or customer
may contact customer service. Materials
damaged during transit should be claimed through the Customer freight
forwarder. Trend will not accept liability of material damaged during
transport unless Trend’s freight forwarder is the carrier. Proof of damage
must be submitted to Trend to review the claim. It is also encouraged to
include packing list, pictures of damaged material, pictures of damaged boxes
and box labels. 5. GOODS RETURN AND
EXCHANGE POLICY Customer may
request to return material that is not damaged. Customer Service must be
contacted within 14 business days of receipt of material. Trend will
reserve the right to review each case individually. If the return is
approved, the customer will be charged a minimum of 30% restocking fee.
Custom orders including mixes, artistic rendering, shading blend, custom cut
tiles and custom color tiles are not returnable. Upon receipt and
inspection of goods a credit memo will be issued by Trend accounting dept.
within one week. 6. LEAD-TIME FOR
MATERIAL IN INVENTORY IN U.S. a.
Standard Lead-Time (material available in inventory) Ex-MIAMI:
b.
Standard Lead-Time (material available in inventory) Ex-LA:
Promotional materials available in
inventory in U.S.A. have a standard lead-time of 2 days from order approval. c.
Standard Lead-Time Trend Q tiles (material available in inventory)
Ex-Sebring:
Inventory availability is our
current best estimate. The total may not yet reflect pending production
orders, which would reduce the available quantity. Lead time for material not available in
US must be requested from Customer Service. Material not available in US will
require additional freight charges. 7.
STANDARD PACKAGING a.
Glass Mosaic Vitreo/Brillante/Shining/Aureo lines
Listed below is square footage permitted to be
shipped by courier. Materials exceeding listed quantities require LTL Freight
shipping. Glamour
Karma
b.
Trend Q Tiles
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