Palmer Wahl endeavors to pack our customers’ products with the utmost care to ensure they arrive at their destination without damage. Sometimes, though, problems happen. Our policy below is to help customers get restitution in the event of a shipping damage issue. Palmer Wahl cares about customers receiving the products they purchase and will support our customers in the event of a shipping problem.
Unless otherwise negotiated at time of order, Palmer Wahl ships to its customer’s uninsured, on an FOB Asheville, NC or Ex Works (EXW) basis with signature required. Damage incurred in transport is considered the responsibility of the receiver; Palmer Wahl assumes no liability or responsibility for the shipment after product leaves our dock.
Palmer Wahl suggests and encourages customers to insure all shipments over $100 or the standard uninsured amount depending on carrier. (Please check with your carrier to determine the minimum standard damage claim amount).
- Upon receipt of the package, the customer should examine the box to make sure there is not visible damage due to the carrier. If there is damage, please take photos before opening the box. **Please keep all packaging materials – they may be required as evidence of damage.**
- If you find damage to the product (and the box or shipping container is damaged due to carrier mishandling):
- If the shipment is on your account, you must file a claim with the carrier within the carrier’s allotted time.
- If the shipment is on the Palmer Wahl account, you must notify Palmer Wahl at sales (at) palmerwahl.com or 1-800-421-2853 within 7 days of receipt so that we may start a claim. Palmer Wahl will provide necessary shipping information pertaining to the shipment as the customer requires.
- If there is shipping damage upon receipt and there is no visible outside damage to the shipping container, please contact Palmer Wahl at sales (at) palmerwahl.com or 1-800-421-2853within seven (7) days. For unusual (e.g., very long or bulky items) generally Palmer Wahl will take photos of the product as shipped for reference.
- If, after reviewing the photos and the damage, Palmer Wahl concludes damage is due to our packaging, we will repair or replace the item under warranty. Photos of packaging may be required in the event of a warranty claim.
- If, after reviewing the photos and the damage, Palmer Wahl concludes it is due to the carrier or other third party, Palmer Wahl will work with the customer to make a claim against the carrier for proper restitution. Please note: It is the owner of the shipping account who must file the
claim. Palmer Wahl will assist in providing shipping and/or packaging information and photos, if available, when required for the claim. Again, Palmer Wahl recommends you carry insurance if the invoice value of the material is over $100. - Sometimes small parts or products are packaged separately in individual pouches and packages, such as bubble wrap bags. When unpacking the shipping container, it is incumbent upon the customer to go carefully through the box or container to make sure small unattached parts are
not lost. Palmer Wahl cannot be responsible for parts which are shipped but lost at the customer’s location. - Palmer Wahl uses a variety of packaging materials and may include styrofoam, cardboard, plastic bubble wrap, polyurethane foam and others. If you have a special packaging need, please notify Palmer Wahl customer service at the time of order. It must be overtly spelled out on the Purchase Order to Palmer Wahl if these packaging materials are to be avoided. We do not search through portals, etc. for packaging information.
- Temp-Plate® temperature sensitive labels: Low temperature Temp-Plates® (labels with an increment at or below 110°F/43°C) being returned for credit must be shipped priority overnight and packed with an ice pack to prevent the product from turning. If the product is received and has turned during transit, no credit will be given.
**Palmer Wahl only guarantees low temperature Temp Plates for the initial shipment; if the shipment is forwarded without an ice pack and/or suitable temperature accommodations, and the product turns (indicates a temperature), Palmer Wahl is not responsible.** - International Customers are encouraged to use Palmer Wahl’s Commercial Invoice. If using the customers’ own commercial invoice is required, it must show an amount equal to or higher than the amount shown on the Palmer Wahl commercial invoice and pack list. Palmer Wahl will not
be responsible for customs issues due to lower than realistic value of an international shipment.
Thank you for being a Palmer Wahl customer!