Business Hours: Monday through Friday 7:00 a.m. to 5:30 p.m. (CST)
Phone: 800-532-4107
Fax: 888-270-6954

www.sld-usa.com

Order Placement

  Orders may be placed either by Phone, Fax, or E-mail.

  A valid purchase order number must accompany all orders from the customer.

  Customer service representatives are available to assist with part numbers, pricing, and product availability. Customer service representatives are aligned regionally and assigned customer specific to provide a better understanding of individual customer needs.

  SLD-USA reserves the right to refuse any order in whole or in part.

  Special order merchandise (non-stock items) is non-returnable, and non-refundable.

Order Processing and Product Shipment

  SLD understands the importance of reliable and quick delivery. We have made significant investments in our systems and inventory to provide exceptionally quick turn-around times on customer orders. Typically, orders will be processed and shipped the same day unless a product shortage exists. In these cases you will be notified so that you can properly plan. In order to insure complete customer satisfaction, we encourage all customers to call for product availability.

  SLD-USA makes every effort to honor customer instructions in regards to "ship complete" or "ship and backorder" requests. However, due to our computerized inventory system and expeditious shipping methods, multiple shipments on a single purchase order may occur on occasion.

  SLD makes every effort to honor drop ship requests. However, SLD reserves the right to ship orders to customer's address in certain circumstances. In these cases the customer will be notified. When drop ship requests result in extra delivery charges as applied by the carrier (i.e. residential address charge), the additional charge will be passed along via the applicable freight charges.

  Orders requesting "Next Day Air" or "Second Day Air" delivery must be placed with our customer service department by 1 p.m. (CST) to guarantee shipment on the same day. While we attempt to meet the needs of customers with such emergencies we cannot always guarantee this type of service and maintain our normal prompt shipment of regular daily orders.

  SLD will prepay freight charges for customer orders of $750 net or more, within the continental USA. Customer orders outside the continental USA will be handled on an order-by-order basis. Freight costs for order amounts less than $750 net is the responsibility of the customer and will be added to the invoice total. Our typical mode of shipment is UPS or FedEx ground. For expedited shipping requested by the customer, the complete shipping cost of such requests, regardless of the net value of the order, will be paid by the customer and will be added to the invoice total.

  Multiple P.O.'s may not be combined to meet pre-paid shipping minimums.

  SLD-USA reserves the right to change or discontinue any product, design, function or finish without prior notice. In such cases we will make every effort to advise our customers on any specific changes as they relate to an individual order, or permanent changes as they relate to the offering via customer mailings.

  Shortages must be reported within 3 business days of receipt of order.

Payment Terms and Conditions

  Payment terms are Net 30 days.

  Payment can be made with a "Major" credit card if preferred.

  All unearned discounts will be invoiced (back dated) to the customer and considered payable.

  Credit hold status may be placed on accounts with balances exceeding 30-day terms of sale

  Credit hold status will be placed on accounts with balances exceeding 60 days.

  All manufacturer list prices are subject to change with reasonable notice.

Return Policies and Procedures

  All returns must be made by calling or preferably faxing our customer service department to obtain an RGA (Return Goods Authorization). In order to expedite this procedure, please have the following information available;

• Original purchase order number
• Item number and quantity
• Original invoice number
• Reason for return

  A hard copy RGA will be faxed to the customer in 3-5 business days. The RGA number issued must be referenced when returning product, and a copy of the RGA form returned with the shipment.

  The RGA request must be made within 30 days of the original invoice date, and the product must be returned within 15 days of the RGA issue date.

  Requests for RGA's for invoices past 30 days are subject to a restock fee greater than 25% and may not be allowed.

Credits

  Credit will be given only upon the return of the product to SLD-USA.

  All returned products will be inspected thoroughly. Credit will be issued based on the quantities and product actually received and not stated on the RGA.

  Credit will be issued within 30 days of receipt of product.

Restocking and Freight Charges

  SLD-USA retains the right to charge a restocking fee (not less than 25%) for product returned due to no fault of SLD-USA. This charge is applicable if the product is returned in new and re-saleable condition, in original factory packaging.

  All products returned damaged due to improper re-packaging will receive zero credit.

  All products returned that have been installed will receive zero credit.

  Restocking fees are based on the customer's net cost of the product.

  Freight charges will be the responsibility of the customer.

  SLD-USA will issue call tags or similar when we are responsible for return freight charge.

  Customers are responsible for the re-packaging of return product in a manner that will prevent damage in shipping and handling to the product and original factory packaging.

  SLD-USA is not responsible for damage to product, which occurred at the job-site or while goods were in the possession of the customer.

  SLD-USA retains the right to refuse credit on product damaged in return shipping.