Company Policy


PROBLEM SOLVER POLICIES

At the Problem Solver, we do everything we can to make doing business with us an easy, comfortable experience. If there should ever be a problem with your order, we will make every attempt to correct the situation. All Metro products are of the finest workmanship and durability, however, they do have a few rules and regulations that we must abide by, and they are as follows:

RETURNS:  Written approval is required to return merchandise.  Special orders cannot be returned.  All merchandise must be returned in a timely manner (see below under ‘damages’).  New and unused items only, and in the original packaging.  All returns will be subject to a restocking fee of 25% of the purchase price (see below).  Returns must be shipped back to the originating warehouse at the customers expense (in the original, unopened packaging).  Shipping and Handling is not refundable.

   DAMAGE:  All claims for DAMAGE must be made within 15 days from receipt of merchandise.  Damaged items replaced at no cost to customer

UNLESS:

1.     The damage is not noted on the shippers paperwork.

2.     Items are not returned within 30 days from ship date.

3.     Items are not returned in the original packaging.

4.      Items were damaged through improper installation or use.

IMPORTANT!  Please inspect all packages carefully upon receipt and note any damage on the Bill of Lading from the freight carrier.  Broken straps or cut/crushed cardboard could mean missing or broken pieces.  You must note any damage on the carriers paperwork or you will be responsible to file a claim with the carrier. This is for your protection.

SHORTAGE:  All claims for shortage must be made within 15 days from receipt of merchandise.  If you are short pieces, first check the packing slip and make sure you received all boxes or pallets.  If not, please contact the carrier first to see if they misplaced or lost a package.

ORDER CANCELLATION FEE:  There will be a $20.00 fee charged on all orders that are cancelled OR changed before the order ships.   For orders that are cancelled or refuse after the product ships, there will also be a restock fee (see below).

MINIMUM ORDER FEE:  The Problem Solver Organization requires a minimum order Service Charge on smaller orders.  This Service Charge applies to all orders under $65.00. Exceptions: replacement file keys/cylinders, casters, paint pens, aerosol paint cans, chair cylinders, back-saving devices, magnetic devices and replacement springs.] Service Charge is $7.50 plus Shipping/Handling.
[Dollar amounts subject to change without notice.]

RESTOCKING FEE:  25% Restocking Fees apply on all orders. Special orders and custom products are not returnable. Written approval is required to return merchandise.  All merchandise must be returned within 30 days from shipping date and be returned in the original, unopened, resalable packaging.  Returns must be requested within 15 days from date of shipment.  Merchandise must be shipped prepaid and insured back to the warehouse.

TRACKING ORDERS:  We will supply you with tracking numbers for UPS/Fedex  shipments (or a PRO # and freight Company phone number, if shipped by truck), once they become available to us.  Due to the volume of orders we process on a daily basis, we will not be able to track shipments for you.

If there is a problem with your shipment, we will do everything we can to resolve it for you with the shipper, but tracking orders with the freight company will be the end users responsibility.

SHIPPING:  Depending on the weight of the order, Problem Solver ships via Fedex Ground, Fedex Express, or a freight.  Typically, orders under 150 lbs go via Fedex Ground and over 150 lbs go by truck.  Fedex may not require a signature and can leave packages at a residence even if no one is home.  Trucking companies do require a signature and will not leave packages without someone to sign for them.  Because of this, freight companies will charge extra if they find no one available to sign and they have to make a 2^nd trip back with the merchandise.

LIABILITY:  Problem Solver will not be held liable for any situation beyond our control including, but not limited to, problems from our suppliers and/or the freight companies they use.  If there should ever be a problem, we will work diligently to correct it for you.  However, monies paid, time lost, etc., will not be refunded, paid for, etc. unless it resulted directly from us.

PRICES:  Although we do our very best to keep our website up-to-date, the prices listed on this website are subject to change without notice.  Also, we will not be held liable for any incorrect information or typographical errors

WARRANTIES:  Problem Solver makes no warranty over and above the manufacturer’s warranty and will not be held responsible for any damage or injury due to the installation or use/misuse of the products we sell.