Customer Service
PRICES Waterite products are sold at prices in effect at time of shipment, FOB shipping point. Freight expense and delivery charges shall be the responsibility of the customer. Prices generally coincide with dated, printed price sheets issued by the Company. Waterite reserves the right to change prices without notice. A temporary surcharge may be levied on all orders to offset unstable or fluctuating US exchange rates.
DELIVERY Stock items manufactured by the Company are generally shipped within 1 to 4 working days after receipt of the order. Stock items distributed by Waterite are generally shipped within 1 to 3 days after receipt of the order. In most cases, orders received by 2:30PM CST shall be shipped same day. SPECIAL ORDERS: Bulk orders or items not in stock will require additional lead-time. Non-stock items ordered on a rush basis may be subject to additional inbound freight charges. Orders of custom products will require a down payment of 50% of the order value before the Company will process the order. Orders will not be processed on overdue or delinquent accounts until satisfactory payments are made or other arrangements can be made with our Credit Department. Items out of stock are automatically backordered and shipped when the goods are received. Waterite is not responsible for delays due to conditions beyond the control of the Company.
SHIPPING Most items are shipped best way, collect via courier, truck or common carrier. Prepaid freight shipments will only be allowed for open accounts. Hazardous materials may require additional freight charges. Packing for international shipments may be at an additional charge. Customer preferences for carriers or special freight requirements should be provided to Waterite in writing at the time the order is placed. Tailgate charges are always to the account of the customer.
BILLING Credit approval and a clear account status are necessary before goods will be shipped on open account. Standard open account terms are 1%, 20 days, net 30 days from date of shipment. Delinquent accounts will be shipped COD until brought current or the order may be put on hold. Past due accounts are subject to a 2% per month service charge on the unpaid balance. Minimum billing is $20.00 CAD. Unless previously arranged, all shipments to points out of Canada or the USA shall be paid in full by Visa, irrevocable Letter of Credit or direct wire transfer, before goods will be shipped.
CREDIT APPROVAL New customers will be required to complete and return a credit application supplied by the Company. This may require correspondence between Waterite and the bank and listed suppliers supplied by the applicant. Account approval and approval timing will be determined by responses from named references. In the interim, all orders will be shipped COD (cash, Visa, MasterCard or certified cheque). All goods shall remain the property of Waterite until the Company receives full payment. Goods shall be the responsibility of the buyer once shipped from the Waterite warehouse.
DAMAGED MERCHANDISE Waterite is not responsible for damage or loss to a shipment by a freight carrier. Check shipments for damage before acceptance or note on freight bill "subject to inspection for concealed damage." Consignee is responsible for filing a claim with the freight carrier for any and all damage or loss.
ERRORS AND RETURNED GOODS Waterite will correct all errors made by the Company at no charge to the customer. The Company will accept for return only new, standard and current product, in its original packaging, with a copy of the original invoice. Prior to return, the Company must issue a Return Goods Authorization Number (RGA#). All returned goods will be subject to a minimum 25% restocking fee or $35.00, whichever is greater. Return goods are to be returned freight prepaid. Special or custom order goods are not returnable. The Company will assess the value of the returned merchandise and will issue credit to the customer`s account.
DEFECTIVE GOODS AND WARRANTIES Waterite extends to its customers all warranties for its products provided by the original equipment manufacturer. For Company manufactured products: any product that fails due to defective materials or workmanship shall be replaced or repaired for a period of one year from the original shipment date. Warranty liability is limited to the cost of the original equipment only and excludes all other costs. Waterite and its suppliers reserve the right to repair or replace defective merchandise. If pre-warranty replacement merchandise has been sent and the warranted goods are repairable, the repaired product will be returned to you at our expense and the pre-warranty invoice will be to the customer`s account. When warranted product is not repairable, an offsetting credit invoice will be issued to the customer`s account. If the warranty is denied on the returned product, all related charges will the responsibility of the customer.
CANCELLATIONS OR CHANGED ORDERS The Company will make every attempt to accommodate customer order changes and additions without multiple shipments. Orders are processed as they are received. Once orders are entered to production or sent to the shipping floor, add-ons or changes may delay final shipment. Cancellations and/or changes are subject to acceptance by Waterite.
OTHER TERMS AND CONDITIONS The laws of the Province of Manitoba shall govern the rights and duties of Waterite and its customers.