Empire USA - Barnwood Wall Mount Wine Rack

Receiving Shipments 

All orders are very important and we want to do all we can to make sure that it arrives in good condition. When a freight carrier delivers freight whether LTL or Full truck load, you should expect to receive all goods and in good condition. 

Unfortunately, that is not always the case. Sometimes there is visible damage, or the count is over or short. Sometimes there is damage inside the container that is not visible from the outside, referred to as concealed damage. 

It is very important to take the time to inspect the shipment when it arrives and notate anything that is irregular. Documenting and taking pictures of damage is always helpful if a claim is to be filed with the carrier. Damages and shortages can be costly, so it is in your best interest to report the situation and sign the receiving documents accordingly.

Steps for Receiving Freight 

Step 1: Know what is coming and be prepared to unload the freight. 

• Do you have the proper equipment to unload? 
• Is there a dock for delivery, or must freight be delivered to the ground?
• Can you accommodate a load that is double-stacked? 
• Allow enough time to inspect whatever you’re receiving. 

Step 2: Inspect the Packaging 

If there is any visible damage to the outside packaging, take a picture and check out the product inside. 

Step 3: Document any damage or missing items. 

Notate the damage or missing items on the POD( Proof of delivery). Be specific. For example, in the case of shortage write, “ Order Incomplete, 2 of 3 pallets delivered(pallet containing XXX missing)”.

Step 4: Review and Verify LTL or Full Truck Loads 

Review the BOL (Bill of Lading/Delivery Receipt) to verify an accessorial being charged. If that service( Liftgate, Inside Delivery, etc.) was not ordered or rendered, mark the Delivery Receipt? POD accordingly. 

Step 5: Sign and Date 

Be sure the drive signs and dates both your copy and the driver’s copy of the Delivery Receipt/POD. Also, print and sign your name clearly on the Delivery Receipt/POD. Be sure to keep a copy of your Delivery/ POD 

Have questions about the right way to receive a freight shipment or what to do if things don’t arrive as they should? Contact us and we will be happy to help. We are working to minimize complications caused by poor receiving procedures.

RETURNS

All returns must be accompanied by a return authorization code (RAC). Items returned without a RAC will be refused and no refund will be given. To receive and RAC, send an email to support@gentlemenscaves.com with your name, order number and reason for return. All returns must be requested within 10 days of receiving your order. All return requests are processed during standard business hours M-F 9am-5pm PST. Our evening and weekend staff will not have access to your order. 

All items that come in boxes must be returned with the original packaging intact and undamaged condition. Items that experience shipping damage may not be returned as we reserve the right to fix or replace the item. Returns must be picked up and in transit, no more than 14 days from the date of delivery and must include all instructions, pieces etc. On approved returns, we offer a complete refund less all shipping costs and a fifteen percent restocking and processing fee. Custom, made to order products and products with home installation are not eligible for return or refund and these sales are considered final once installation has commenced. Please note that custom pool table cloth/felt sales are final, each cloth is custom cut and sold by the yard. It is your responsibility to ensure that you are ordering the correct amount of yards to felt your pool table. 

CUSTOM, SPECIALTY, AND MADE-TO-ORDER PRODUCTS CANCELLATION

Custom and made-to-order products must be canceled within forty-eight (48) hours of order placement or they can no longer be canceled and refunded. Custom and made to order products are billed prior to beginning production and are built exclusively for the customer's needs. Due to the delicate nature of custom order production, sometimes production lead times can extend longer than expected due to circumstances outside of our control. Extended production lead times rarely happen but are not a reason for order cancellation and we will update our customers accordingly as production delays occur.