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Shipping Rates
We are pleased to be able to offer low shipping rates to all
of our customers. We utilize a zoned rate structure from our
warehouses. Therefore, shipping cost is based on weight and
distance.
Shipping Methods
American-Digital offers you several choices of how you can have your
order shipped. We utilize the services of the United Parcel Service
(UPS) and
the United States Postal Service (USPS).
If you require express delivery please choose one of our
guaranteed express services (3 Day, 2 Day or Next Day).
If you need your order for a Saturday or require some other
type of special delivery just
call or email us and we'll take care of it for you. Shipping
cost is determined based on the level of service, weight and
destination. Orders totaling over 100 pounds should
call or email us for an exact rate.
The following are the available methods of delivery to
customers located in the contiguous 48 states
Currently,
we are unable to ship to
PO boxes,
military addresses and
Canada.
We hope to have this problem resolved in the near future.
Standard Delivery
Standard
Delivery is our most economical method of shipping. In most cases,
your order will arrive within 7-10 business days from the date of
placing your order. This is not a guaranteed service.
Typically, we ship in stock orders within a few day of it being
placed. Our choice of UPS and
the USPS are used to ship your order.
Expedited Delivery
When
Expedited Delivery is selected you order will, typically, arrive
within 3-5 business days. This is not a guaranteed service.
In most cases, your in stock order will ship the same or next
business day. Our choice of UPS and
the USPS are used to ship your order.
Please note: we are unable to ship to PO boxes,
military addresses and
Canada at
this time. We hope to have this problem resolved in the near
future.
2 Day Service
Our 2 Day Service method of delivery is a guaranteed
service. A delivery attempt will be made on in stock orders within
two business days. Weekends and holidays are not included and
orders must be received before
2pm eastern time
(noon on Fridays). This guarantee is limited to the price paid for
shipping only. We utilize UPS to ship our express services.
Therefore, our guarantee does not apply to circumstances beyond
UPS's control like weather, wrong address, incomplete address or if
no one is present to sign for the package. For complete information
please go to the
UPS Terms and
Conditions Page.
For complete information please view the
UPS General Tariff.
If you place
an order at 11am on a Thursday a delivery attempt will be made by
Monday. If there is a holiday then the attempt will be made by
Tuesday.
If you place
an order at 4pm on a Thursday a delivery attempt will be made by
Tuesday. If there is a holiday then the attempt will be made by
Wednesday.
If you place
an order from noon on a Friday until 2pm on a Monday (all times are
eastern) a delivery attempt will be made by Wednesday. If there is
a holiday then the attempt will be made by Thursday.
Certain zip
codes (primarily very rural areas) may take an extra day. If you
are located in a very rural area or in Alaska or Hawaii please go to
ups.com
or call UPS at
800-742-5877.
Next Day Service
Our Next Day
Service method of delivery is a guaranteed service. A delivery
attempt will be made on in stock orders by the next business day.
Weekends and holidays are not included and orders must be received
before 2pm eastern time (noon on Fridays). This guarantee is
limited to the price paid for shipping only. We utilize UPS to ship
our express services. Therefore, our guarantee does not apply to
circumstances beyond UPS's control like weather, wrong address,
incomplete address or if no one is present to sign for the package.
For complete information please go to the
UPS Terms and Conditions Page. For complete information please
view the
UPS General Tariff.
If you place
an order at 11am on a
Friday a delivery
attempt will be made by Monday. If there is a holiday then the
attempt will be made by Tuesday.
If you place
an order at 2pm on a
Friday a delivery
attempt will be made by Tuesday. If there is a holiday then the
attempt will be made by Wednesday.
If you place
an order from noon on a Friday until 2pm on a Monday (all times are
eastern) a delivery attempt will be made by Tuesday. If there is a
holiday then the attempt will be made by Wednesday.
Certain zip
codes (primarily very rural areas) may take an extra day. If you
are located in a very rural area or in Alaska or Hawaii please go to
ups.com or call UPS at
800-742-5877.
Next Day AM
Service
Our Next Day AM Service method of delivery is a guaranteed
service. A delivery attempt will be made on in stock orders by the
next business day (usually before noon). Weekends and holidays are
not included and orders must be received before
2pm eastern time (noon
on Fridays). This guarantee is limited to the price paid for
shipping only. We utilize UPS to ship our express services.
Therefore, our guarantee does not apply to circumstances beyond
UPS's control like weather, wrong address, incomplete address or if
no one is present to sign for the package. For complete information
please go to the
UPS Terms and Conditions Page. For complete information please
view the
UPS General Tariff.
If you place
an order at 11am on a
Friday a delivery
attempt will be made by Monday. If there is a holiday then the
attempt will be made by Tuesday.
If you place
an order at 2pm on a
Friday a delivery
attempt will be made by Tuesday. If there is a holiday then the
attempt will be made by Wednesday.
If you place
an order from noon on a Friday until 2pm on a Monday (all times are
eastern) a delivery attempt will be made by Tuesday. If there is a
holiday then the attempt will be made by Wednesday
Certain zip
codes (primarily very rural areas) may take an extra day. If you
are located in a very rural area or in Alaska or Hawaii please go to
ups.com or call UPS at
800-742-5877.
Currently,
we are unable to ship to
PO boxes,
military addresses and
Canada.
We hope to have this problem resolved in the near future.
A "business
day" is considered ONLY to be Monday - Friday with the exception of
legal holidays. For example, a Next Day Service package that ships
on a Friday will arrive that Monday (as long as it is not a legal
holiday). If a 2 Day Service package ships out the Thursday before
Memorial Day it will arrive on Tuesday.
It should
also be noted that
UPS and the USPS cannot be held accountable for delays that are
beyond their control. These include, but are not limited to, bad
weather, airport delays and acts of war or terror. For more details
on these exceptions please contact
UPS and the USPS directly.
Currently,
we are unable to ship to
PO boxes,
military addresses and
Canada.
We hope to have this problem resolved in the near future.
Service Guarantees
We guarantee on time
delivery for our express services. Our express services are
the following: 3 Day Service, 2 Day Service, Next Service, Next Day
AM Service.
- Standard and
Expedited services are not guaranteed
- Guarantee is
based on the day an order ships
- In stock
orders with one of the express services will ship the same day
when received before 2pm (eastern time) Mon - Thurs (excluding
holidays or days we are closed). On Friday in stock express
orders must be received by noon (eastern time) to ship the same
day.
- In stock
orders placed Fridays after 12pm (noon), Saturday and Sunday will
ship on Monday. If Monday is a holiday then these orders
will ship on Tuesday.
- If an order is
not in stock we will contact you via phone and/or email to inform
you of the situation and provide you with alternatives. If
we are unable to reach you or do not hear back from you prior to
the shipping deadline the order may not ship until the next
business day.
- A business day
is defined as Monday - Friday excluding holidays and days our
office is closed. To see our operating hours
go here.
Our current holiday schedule can be found
here.
Our office may close due the weather and other emergency without
notice.
-
We utilize UPS to
ship our express services. Therefore, our guarantee does not apply
to circumstances beyond UPS's control like weather, wrong address, incomplete address or if
no one is present to sign for the package. For complete information
please go to the
UPS Terms and Conditions Page. For complete information please
view the
UPS General Tariff.
- The service
guarantee does not apply if a delivery attempt is made and no one
is there to sign for it.
- The service
guarantee applies to the price paid for shipping only.
- To qualify for
our shipping guarantee we must be contacted by
phone
or email within 5 business days of receipt of your order.
Requests made after this time cannot be honored.
Shipping Confirmations
You will receive an email confirmation by the evening your order
ships. You can also log onto your account after
7pm to track your
package. Simply sign on and proceed to the VIEW ORDERS screen. The
far right will display a tracking number with a direct link for you
to track your package.
Address Corrections
When entering your ship to information please be sure to check for
accuracy. If the zip code is incorrect or a suite or apartment
number is not indicated they can (and will) assess an address
correction fee. Even more important than the fee is the fact that it
can delay delivery of your order. Should this fee be assessed we
will need to bill for this. The charge is $12 and will be applied to
your credit card on a separate invoice (which will be mailed to you)
or on your next order. We will also make the necessary adjustments
to your account information so this charge will not appear in the
future.
Delivery
Procedures
In accordance with our credit card processor we are compelled to
ship only to the exact address that applies to the card being used
unless there is prior approval. Therefore, we have specific
instructions with our carriers to ship only to the address as it is
printed on the label. We are unable approve the delivery of packages
without a signature. However, the individual driver may release a
package on his own. That is acceptable. We simply cannot make any
kind of notation instructing the driver to do this. We are unable to
comply with any request to do this.
Packages that
contain items of high value are subject to being sent out as "Adult
Signature Required." The driver will not release the package to
anyone under 21 and must be signed for.
Claims
for Lost or Damaged Packages
We do our best to ensure that all orders are packed properly when
they leave our office. We even go as far as to double and triple
checking for accuracy. We also double box jewel cases that ship from
our facility. All contents of each order are also visually inspected
before they are even put in its box. When you package leaves our
office we put them in good hands.
It is a good
idea to track your package after it leaves our office. Your tracking
number will be emailed to you. You can also log onto your account
and view orders. There will be a direct link to all your tracking
information. We do provide tracking information on orders shipping
via the (USPS). However, this is a relatively new feature for the
USPS. Therefore, you will find that the information provided is not
updated as often or in as much detail as UPS.
Lost Packages
- UPS
If you feel that your package should have arrived, but hasn't
immediately track it and see its status. You can log onto your
account and then go to view orders. This will display all of your
orders with us along with tracking numbers. Click on the appropriate
tracking number and it will take you directly to your information.
In most cases
your package will be delayed for some reason. Usually because it was
misrouted, a incorrect address was given or an attempt was made, but
no one was there to sign for it. If it is in fact lost (or the
tracking information seems to go nowhere) then call the shipper
right away.
UPS Toll
Free:
800-PICK-UPS (800-742-5877)
They will begin
the process of trying to locate your package. It is usually called a
tracer. This can take some time. Up to 10 business days in some
cases. If it cannot be located then a claim will need to be filed.
As soon as the claim is approved we can resend your order. However,
we cannot do this until the claim is actually approved.
If you need your
order (or parts of your order) faster than the standard claims
process allows we can make arrangements to send out replacement
merchandise prior to claim approval. Typically, this will involve
entering an entirely new order and sending it out. We will need to
charge your card for this, but will credit it right back after the
claim is approved. We will not charge you shipping on the second
order, but cannot upgrade the method shipping. For instance, if the
original order went UPS Ground this reshipment would need to be sent
UPS Ground as well. Any faster shipping would need to be paid for.
Package
Arrives Damaged -
UPS
Before signing for your package be certain that the box is not
damaged due to shipping. If there are any visible signs of damage do
not sign for the package. Refuse the package, make a note of the
tracking number and immediately contact the carrier. If the package
was left for you or signed by someone else who may not have noticed
the damage then do not open the box. Just contact the carrier as
soon as possible.
UPS Toll
Free:
800-PICK-UPS (800-742-5877)
Remember; be
sure to have your tracking number handy. You can find this on the
address label or if you log onto your account. Just write it down
while the driver is there. You can also log directly onto your
account and easily find it there. Following this procedure will save
a lot of time in the overall claims process. Please contact us
afterwards so we can do what we need to on our end. Typically, we
will need to file a claim for the contents of the package. This can
take up to 10 business days to occur. Unfortunately, we cannot
resend the order (or replacements) until a claim has actually been approved by
UPS. The overall process goes much faster if you are able
to act immediately on a damaged package. There is a 2 week (14
calendar days) limit from the date of delivery (or attempted
delivery) on filing any claim.
If you need your
order (or parts of your order) faster than the standard claims
process allows we can make arrangements to send out replacement
merchandise prior to claim approval. Typically, this will involve
entering an entirely new order and sending it out. We will need to
charge your card for this, but will credit it right back after the
claim is approved. We will not charge you shipping on the second
order, but cannot upgrade the method shipping. For instance, if the
original order went UPS Ground this reshipment would need to be sent
UPS Ground as well. Any faster shipping would need to be paid for.
Package Contents
Arrive Damaged -
UPS
In many cases shipping damage may not be noticed during the short
time the driver delivers your order. Also, damage to the contents
may not even be visible from the outside of the box. It could have
been dropped or crushed, thereby damaging the contents. In this case
follow the same procedure as above by calling the courier
immediately.
UPS Toll Free:
800-PICK-UPS
(800-742-5877)
Remember; be sure to have your tracking number handy. You can
find this on the address label or if you log onto your account.
Following this procedure will save a lot of time in the overall
claims process. Please contact us afterwards so we can do what we
need to on our end. Typically, we will need to file a claim for the
damaged contents of the package. This can take up to 10 business
days to occur. Unfortunately, we cannot resend the order (or
replacements) until a
claim has actually been approved by
UPS. The overall
process goes much faster if you are able to act immediately on a
damaged package. There is a 2 week (14 calendar day) limit from the
date of delivery (or attempted delivery) on filing any claim.
If it appears that the damage is minimal then call or
email us.
In many instances the time and effort to go through an entire claims
process may not justify the value of what is damaged. The most
common item that arrives damaged are the jewel cases. Even though
these are double boxed and inspected prior to shipping there can be
damage from time to time. Usually, it is the result of the box
taking a blow or being dropped in an unusual way. Our normal
procedure is to apply a "store credit" for what is damaged. You can
use this credit on a future order. The amount will be entered in
your account notes. Please remind us of your credit on the
subsequent order (you can enter this in the comments field on the
customer information page) in case we forget to view your notes.
However, if you would prefer to be sent replacements, have the
credit applied to your card or the damage is too high then we will
file a claim with the carrier. CD jewel and DVD cases can be
easily damaged. It is common to experience a 1-3% damage rate.
If the damage falls into this range we can only apply store credit
for a future purchase. We are unable to file a claim for such
a small amount of damage.
If you need your order (or parts of your order) faster than
the standard claims process allows we can make arrangements to send
out replacement merchandise prior to claim approval. Typically, this
will involve entering an entirely new order and sending it out. We
will need to charge your card for this, but will credit it right
back after the claim is approved. We will not charge you shipping on
the second order, but cannot upgrade the method shipping. For
instance, if the original order went
UPS Ground this
reshipment would need to be sent UPS Ground as well. Any faster
shipping would need to be paid for.
Damaged Packages - USPS
All claims for damaged or lost packages for orders shipping via USPS
are handled directly through our office. We will file the claim with
the insurer. If your package is damaged call or
email us
right away. In the email please provide us with as much of the
following information as possible: your name, customer number,
invoice number, date of order, USPS tracking number and details of
what exactly is damaged.
The next step may require that we obtain a signed letter from
you explaining the details of your claim. Please wait until you hear
back from us before you send us this letter. In some cases we can
handle a claim without the letter. The letter should be faxed to us
at
203-583-3974. If you do not have access to a fax machine then please
mail it directly to our office:
American-Digital
PO Box 84
Milford, CT
06460-0084
Do not send returns to this address. They will be refused.
The claims process can take up to 60 days. Therefore, we are
unable to offer reshipments. We can only apply a credit to your card
or mail you a check if you paid with a check, money order or PayPal.
If you paid with PayPal and we manage to finalize a claim within 30
days of your original purchase date we will apply the credit back
onto your PayPal account.
Lost Packages
- USPS
All claims for damaged or lost packages for orders shipping via USPS
are handled directly through our office. We will file the claim with
the insurer. If you feel your package may be lost call or
email us. In the email please provide us with as much of the
following information as possible: your name, customer number,
invoice number, date of order and USPS tracking number.
The next step
may require that we obtain a signed letter from you explaining that
you believe your package is lost. Please wait until you hear back
from us before you send us this letter. The letter should be faxed
to us at 203-583-3974. If you do not have access to a fax machine
then please mail it directly to our office:
American-Digital
PO Box 84
Milford, CT
06460-0084
Do not send returns to this address. They will be refused.
The claims
process can take up to 60 days. Therefore, we are unable to offer
reshipments. We can only apply a credit to your card or mail you a
check if you paid with a check, money order or PayPal. If you paid
with PayPal and we manage to finalize the claim within 60 days of
your original purchase date it may be possible to place credit back
onto your PayPal account. If is beyond 60 days we will issue a
store credit or a company check upon your request.
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