Working With Us
The Emblemtek Customer Service Team strives to enter and to process all orders free of delay or error, however given the nature of the custom products Emblemtek manufactures, and the tight make-to-order intervals required in the fast paced markets served, regrettably faults do occur. These situations are taken seriously and performance levels are monitored continuously, with steps taken to further improve and to limit these occurrences. Customers can be assured that prompt action will be taken to rectify situations resulting in product errors, quality issues, damaged items or missing goods. Emblemtek’s Claims, Returns, Credits and Reimbursements guidelines have been established to make these processes move as effectively as possible, so that situations are handled quickly and efficiently. At the same time, Emblemtek will do its best to support customers looking to return goods for credit. It is important to highlight that claims must be made within 10 days of goods receipt, and items may not be returned or credited without prior authorization. Customers looking for more information on these policies can contact their dedicated Customer Service Representative.
Claims, Returns, Credits and Reimbursements
As noted on all Quotation, Order, Delivery and Invoice documentation, claims for incorrect, missing or damaged items must be reported to Emblemtek within 10 days of receipt. On shipment delivery, visible damages to packaging should be reported to the courier driver prior to accepting the goods. Failure to do so may invalidate any claims against the courier or transport provider. Emblemtek is not responsible for shipment damages that may be caused by a courier or transport company, or any third party handler. Goods are not to be returned to Emblemtek without prior authorization.
At all times, goods are not to be returned to Emblemtek without prior authorization. On a case by case basis, a review will be undertaken to determine if goods actually need to be returned, or if items will simply be replaced. If goods need to be returned, Emblemtek will issue a Return Merchandise Authorization (RMA), which will outline the details, actions and guidelines of the return. Simultaneously, Emblemtek will initiate and coordinate a Return Service with UPS or Canada Post. In most cases where Emblemtek is at fault, items are likely to be replaced free of charge, however there are instances where items will be replaced with charge, and will be accompanied by a related credit. Emblemtek will not be responsible for any costs incurred for goods returned without authorization or where authorization instructions are not followed.
Customers looking to return goods due to an error in ordering or stemming from an inventory overstock situation, must first review the requirement with Emblemtek. On a case by case basis, a review will be undertaken to determine if the goods can be returned and/or credited. In most cases, custom made products cannot be returned and credited, since the customization is usually unique to individual customers. Stock or standard items may be returned at Emblemtek’s discretion, however a restocking fee of 15% may apply. If a return is granted, Emblemtek will issue a Return Merchandise Authorization (RMA), which will outline the details, actions and guidelines of the return. Simultaneously, Emblemtek may initiate and coordinate a Return Service with UPS or Canada Post. Customers will be responsible for all costs associated with the return and where return instructions are not followed. Credits will not be issued until goods have been received in proper condition, and any costs or discrepancies will be deducted from the credit.
On a case by case basis, Credit Memos may be issued for missing, incorrect, damaged or returned goods, in situations stemming from a Claim or Return request. Credits may not be issued, in whole or in part, if Return instructions are not followed, or if some of the returned goods are deemed to have been damaged or are missing through the return process. Credits and Returns will not be issued without prior authorization. In most cases, credits will remain on customer accounts to be used against future payments and orders. Customers can request that a credit amount be reimbursed by electronic funds transfer or be applied to a credit card used in the original transaction.