River Rock Industries Corp. - Manufacture - Export - Import - Wholesale
Global Headquaters: 511 Welham Road, Unit 14, Barrie, Ontario Canada L4N 8Z6 1-866-640-3476         Selling to all world markets.
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Shipping & Returns Policy

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The online store platform we have chosen to build our store on allows River Rock Industries Corp. to offer a variety of shipping methods that are built into the store by the store developer. (President of River Rock Industries Corp., Rod Johnson). As you progress through the shopping cart checkout routine, the store will calculate shipping based on the "Ship To" address entered by you, the buyer from within your account information when you login. This information can be edited at any time prior to your confirmation of the order through your account panel.

The shipping method that you choose should be based on estimated time of delivery and price. This will normally include the processing time of your order and the transit time to your ship to address. Delays can and will occur for any number of reasons and will affect the arrival date of your shipment. All shipping dates are estimates only. Please DO NOT order at the last minute for time sensitive shipments. River Rock Industries Corp. will not be held liable for missed shipment dates because there is no way we can guarantee such. However, River Rock Industries Corp. will always strive to get our customers their orders in the fastest time possible, but be prepared for possible delays.

The Canada PostFedEx rates and the UPS rates are live quotes from the respective companies based on the number of products you ordered, weight of the products and method/time of shipment chosen. The order process does not allow for the grouping of individual products into one shipment or box for these shippers. All items ordered will be charged shipping based on shipment of that individual item. River Rock Industries Corp. has attempted to group common products into  "Bundles" to allow for reductions in shipping costs. Each of these "Bundles" have their own unique Model# to identify them as a single shipment to the respective shipping companies. If you would like to suggest a particular bundled product selection, please email us and let us know.

Because there are differing maximum allowable weights for different shipping methods, the following rules will apply.

We have set the maximum value of 55 lbs (24.95 kg) per package as requested by our local shipper Couriers Plus to return a standard normal rate. The Couriers Plus shipping choice may return a high rate for packages over 55 lbs to dissuade customers from selecting that option.

When it is possible to do so, we will create bundles of weights up to 150 lbs (68 kg) for FedEx Ground and UPS Standard methods.

In the event that orders of items that are packaged as "Bulk Shipments" only allow for the 'Request FREIGHT or INTERNATIONAL Shipping Quote" choice on the "Choose Shipping Method Page" during the checkout of your shopping cart, the following policy will be followed. In this case the staff at River Rock Industries Corp. will manually request quotes on your behalf and send a rate for shipping quote to you by email. The email will contain options to complete the payment so the order can be shipped. If the rates quoted for shipping are declined by the customer or no response has been received within 2 business days, we will attempt to make contact by phone. If we still cannot contact the customer, the product payment will be returned or cancelled as it is deemed applicable by River Rock Industries Corp. and the order will be cancelled.

The "Couriers Plus" method is available only to selected postal code addresses in southern Ontario. The module should show up automatically. Call for details.

International Shipment (USA)
In addition to the normal shipping charges, a "Customs, Duty & Brokerage fee" is charged to process your shipment and present your paperwork to customs on your behalf. The customs clearance process requires the broker to perform, on behalf of the importer, a number of tasks including, but not limited to:

  • Auditing import documentation.
  • Classification of the commodity being imported .
  • Preparation and transmission of account information to US Customs .
  • Payment of duties and taxes on behalf of the importer.

We will add the appropriate fee (estimated at 3% of the order price) on each order shipped to the USA to cover this cost so you do not need to pay the courier additional fees at the time of delivery.

International Shipments (Outside Canada & USA):
All International orders must be eventually placed online. Sorry, we will not be accepting international orders by phone although phone and email conversations will ultimately lead up to the online sale.
All international orders will be verified through various means prior to accepting of these orders.
No returns accepted on any international order.
All international shipments (excluding the USA) will require 100% payment by wire transfer upon the acceptance of the order by River Rock Industries Corp. At this time, all international shipments are 
EXW (named place) our plant, in compliance with Incoterms 2000).
Customers will need to arrange and pay the separate third parties for all shipping, insurance and all related costs for these orders. River Rock Industries Corp. is not responsible for any taxes, fees, etc. charged by the courier or customs during customer delivery or pickup attempt.
 River Rock Industries Corp. may be able to "suggest" a shipping option for these types of orders to ease the process.

Return Policy and Limited Guarantee Against Defects
River Rock Industries Corp. does not accept returns on international (excluding USA) orders.
Every third party product you buy from River Rock Industries Corp. is backed first by the product manufacturer's warranty.  River Rock Industries Corp. limited warranty against defects, may also apply.  River Rock Industries Corp. 30 day limited warranty is a defective exchange policy that provides for either repair or replacement (at our sole discretion) of merchandise that has been confirmed as defective by either the manufacturer or River Rock Industries Corp. Hardware confirmed as defective by the product manufacturer or River Rock Industries Corp. will either be exchanged or repaired at our sole discretion within the first 30 days of ownership only. After 30 days the product manufacturer warranty is the only warranty in effect. Terms and conditions may vary by product or manufacturer. River Rock Industries Corp. will assist customers whenever possible in gaining satisfaction with product manufacturers. For assistance or to exchange a defective product please call 1-866-640-3476. Products returned for exchange must be in new condition, original packaging and packing materials and other accessories and be received within 30 days of the invoice date. We reserve the right to refuse for return or charge a restocking fee for damaged or incomplete returns. No returns will be accepted without an RA number issued by River Rock Industries Corp.


Additional

 River Rock Industries Corp. may, at its option, change the carrier of the shipment(s) using equivalent delivery methods (ie Express Mail vs FedEx vs UPS). This is sometimes done to either meet the quoted shipping price, or to provide the requested service in a timely manner.

All information and statements are intended for persons having the required skill and know-how and do not relieve the user from verifying the suitability of the information and statements given for a specific purpose prior to use. The information, and in particular, the recommendations relating to the application and end-use of our products, are given in good faith based on River Rock Industries Corp. and/or  its suppliers & manufacturers current knowledge and experience of the products when properly stored, handled and applied under normal conditions, within their shelf life, but accuracy and completeness of said information is not guaranteed and are not to be construed as a warranty either expressed or implied. In practice, the differences in materials, substrates and actual site conditions are such that no warranty in respect of merchantability or of ?tness for a particular purpose, nor any liability arising out of any legal relationship whatsoever, can be inferred either from this information, or from any recommendations, or from any other advice offered. Users must always refer to the most recent issue of the Technical Data Sheet and the MSDS for the product concerned, copies of which will be supplied on request or can be accessed in the internet under sales@riverrockindustries.com/store . The proprietary rights of third parties must be observed. All orders are accepted subject to our current terms of sale and delivery.

River Rock Industries Corp. and/or its suppliers & manufacturers warrants its products to be manufactured free of defects and will replace or, at our option, refund the purchase price of any materials proven to be defective. Sellers and manufacturers sole responsibility shall be to replace that portion of the product of this manufacturer which proves to be defective. This limited warranty is in lieu of any other guarantee, expressed or implied, including warranties of merchantability or fitness for a particular purpose.  In no event will River Rock Industries Corp. be liable for incidental or consequential damages nor shall liability, if any, extend beyond the purchase price of the material.

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