Shipping Policy
LTL & GROUND RECEIVING/CLAIMS PROCESS
Receiving a Delivery
- Verify that the pallet/skid/piece count is correct.
- DoughboyPLUS strongly encourages that each delivery be checked for accuracy within 3-5 business days. We understand that sometimes that can’t happen, but waiting a month or in some instances 2-3 months before stating that something is missing or damaged is not acceptable.
- If a shipment is going straight to a job site, verify that the correct pieces are there. DoughboyPLUS understands that some dealers may not be able to re-wrap a skid, but in most instances, small cuts in the wrapping can be made to check part numbers.
- The packing slip can be used to verify that the proper parts are present.
Reporting Damages
- Inspect each shipment for damages at the time of delivery.
- If the shipment is obviously damaged to a point that it is believed that it can’t be used, refuse the shipment.
- If you keep the shipment, notate on the Bill of Lading that there is visible damage or possible concealed damage.
- Inform DoughboyPLUS as soon as possible of confirmed damages.
- LTL shipments that leave the DoughboyPLUS facility are in red stretch wrap. If a skid arrives in anything other than red wrapping, it was damaged/torn apart during transit. Use your best judgment as to whether or not you refuse the shipment.
Submitting a Claim
To report any suspected shipping discrepancies or damages please contact us.
Return Policy
RGA REQUEST: In order to return merchandise, you must obtain a “Return Authorization” form. You may request this by fax or email from the Customer Service Department.
Fax: 877-228-4585
Email: support@doughboyplus.com
When requesting this authorization, please provide the following:
- Item number and quantity of the product
- Order or Invoice number
- Reason for return
If the return request is approved, the return authorization clerk will process your authorization and send it to you immediately. The authorization will have an assigned number which should be referred to in any correspondence and MUST BE MARKED ON THE OUTSIDE OF ALL CARTONS WHEN RETURNED. The authorization will also state what merchandise is to be returned and where. Any unauthorized return of merchandise will be refused. Mis-shipment causes excessive freight charges. Freight charges must be prepaid by the sender.
DoughboyPLUS does not accept collect shipments. If new merchandise is returned without prior authorization from DoughboyPLUS, it will be subject to a 20% re-stocking charge and any packaging refurbishment, if needed. If authorization has been granted, merchandise must be returned freight prepaid and will be subject to a 15% re-stocking charge.
Cancellation Policy
Due to the custom nature of Hydrosphere Series Pool components, an order may only be cancelled until manufacturing has begun. All cancellations within this time-frame will be subject to a 5% order cancellation fee. No cancellations will be accepted after manufacturing has begun for your order.
To submit an order cancellation request, please reply to your order confirmation email or contact us at support@doughboyplus.com