FermobUSA "To the Trade" FAQ
How do you ship?
Orders are FOB Cumming, GA. Orders will be shipped by common carrier or UPS. UPS shipments are pre-paid with charges added to your invoice.
How much is freight?
Orders > $1500 in Zone 1, 2 and 3 are shipped via common-carrier using the Pre-Paid Zone Shipping Program (refer to chart for exact charges) unless alternative method is specified. If UPS/Fedex shipping is required or requested, additional boxing charges will apply. This product comes pre-boxed from France and the current packaging, although sufficient for Europe, will not withstand the handling of UPS without additional packaging.
May I change my shipping address?
Yes. Please notify us in writing of any changes and request confirmation of receipt of the change. If notification is made after a shipment has left our warehouse, the trucking company will charge you a re-consignment fee.
May I request my own shipper?
Yes. Please provide this information at the time of placing the order or provide this in writing. If your shipper is used, any damage claims must be made by you.
Are special labels or boxes available?
Yes. Special labels, boxing, or handling requests must appear on your purchase order. Surcharges for these services will be incurred.
What if I am not available to accept delivery?
If the trucking company has to re-schedule a delivery, they will charge you a re-delivery fee.
How can I track my shipment once it leaves your warehouse?
When items ship through UPS, an email is automatically sent to you with tracking information for you to track your items all the way until they reach your door. LTL also emails notifications to you once the item ships.
What if the goods arrive damaged?
At the time of delivery, boxes should be inspected for suspected damage. If the condition of the box is such that damage is suspected, the box should be opened for further inspection before the driver leaves the premises. Suspected damage should be noted on the bill of lading at time of delivery and signed by the carrier. Damages to any of the cartoned or un-cartoned items delivered MUST be noted on the delivery receipt or bill of lading when you sign to accept the order. Failure to do so often results in refusal of a claim. Please retain all packaging materials for 45 days; this is required should the carrier elect to inspect the merchandise.
What if the product is defective?
Our office should be notified within 3 days of receipt of defective goods. A photograph is required in order to share with the manufacturer on how to improve their product. A discount or replacement piece is the actions most often taken and is at the manufacturer's discretion.
Is there a warranty?
Yes. The pricelist provides a graphic for warranty information… = one year, = three years. Products are not warranted against rust or mildew. Please review the Warranty information.
Can I request my order to ship complete?
Yes. Please specify this at the time of ordering. Otherwise, partial shipments will be shipped at Up Country's discretion.
Will backordered items ship automatically?
Customers may choose to cancel backorders at the time that the initial shipment is received. Otherwise, backorders will be shipped at Up Country's discretion.
Do you have CAD Files for Fermob products?
Yes. You can find them at Fermob's CAD Details Microsite.