DELIVERY & TRACKING
Please allow up to 48 hours for the carrier to show shipment progress. Log into your account at https://www.ropeflex.com/web/login and check order status at any time.
Packages are generally dispatched within 15 days after receipt of payment and are shipped via UPS, FedEx or Freight ground service with tracking and drop-off with signature. If you prefer delivery by other providers, please contact us before choosing a product, additional charges may be applied. Shipping fees include handling and packing fees as well as postage costs on smaller items. Handling fees are fixed, whereas transport fees vary according to volume and total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. We take special care to protect all objects. Boxes are amply sized, and your items are well-protected.
Please find carrier name and tracking number in order history or obtain it from order status email. Products shipped via UPS (United Parcel Service) will have a trackable link in the status email or in the order history on our website. Once identified please click on appropriate carrier link below and input tracking number (sometimes also referred to as PRO or BOL) in the field. Please contact us by email or phone if specified carrier link is not available.
Click on carrier tracking link and enter tracking number (PRO or BOL):
There are two categories of freight damage:
NOTATED DAMAGE – Damages are notated when the damage is specifically written on the delivery receipt and/or are refused. We must be notified of the damage and/or refusal as soon as possible so that we may file a damage claim with the freight company. You are encouraged to take photographs of the damage and email them to us at firstname.lastname@example.org. If the driver did not remove the goods at the time of delivery, you must retain the product and all of the packaging including the stretch-wrap, carton and any foam it contained. The freight company may or may not come back to inspect and remove the merchandise. If they do not remove the product then wait until we authorize you to dispose of it.
CONCEALED DAMAGE – Damage that is found after the driver has left and was not notated on the delivery receipt is concealed damage. Replacement or repair costs will apply on all concealed damages. It is your responsibility to inspect the entire shipment before the driver leaves. Failure to do so releases our company from all liability. If concealed damaged is discovered please notify us within 24 hours (excluding weekends). We require that all original packaging materials including stretch-wrap, carton and any foam contained therein be retained until we advise you it may be discarded. You are encouraged to take photographs of the outer and inner packaging as well as the damaged product. We will ship a replacement as soon as possible at cost to you. (See additional information on “Concealed Damage” information sheet).
All freight companies allow a specific amount of time for you to inspect your shipment before the driver leaves. The time limits are based on the total weight of your shipment. If the driver refuses to wait, then you must call us immediately and contact your local delivering terminal. Normally you will have 15 to 30 minutes to inspect the shipment.
If you signed for the carton without notating any damage on the delivery receipt you have signed the goods as “Free and Clear.” A notation of “Subject to Inspection” or “Possible Damage” on the delivery receipt is not acceptable and is viewed the same as if it were signed clear. If damage is not specifically notated on the delivery receipt, the delivering freight line will not accept responsibility for the damage. That means that we will not be reimbursed for the damaged merchandise and freight charges; therefore, we cannot provide replacements to you free of charge. You will be responsible for any replacement costs.
We advise all dealers and end users to carefully read our policies which contain information on what to do if your shipment is damaged and outlines our procedures for resolving the situation. Our policies are directly impacted by freight companies as we have to follow their rules and regulations when submitting a damage claim.
Damages that occur in transit are unfortunate. Our policies are in place to expedite the process of sending replacements or repairing as quickly as possible. Please, do not hesitate to call if you have any questions regarding our policy on accepting freight shipments: (650) 549.5888
SERVICE & RETURNS
An RMA (Return Merchandise Authorization) must be obtained prior to shipping any items back to us. You can create a service ticket on our Support Page
Please clearly mark the RMA number on the outside of the packaging. Damage or loss of goods during shipment is the sole responsibility of the customer. Product must be returned in original carton or in packaging of equal or greater quality. Preferred method of shipment is Freight, UPS or FedEx. Please see conditions for Warranty and return policies.
You can start the exchange / return process here: https://www.ropeflex.com/support/help