Shipping policy

SHIPPING POLICY

While we do our best to ensure your products are properly packaged before it leaves our facility, on occasion product may get damaged, be it a transport mishap, mishandled box, or a not so happy delivery driver. If this happens please reach out to us as soon as possible. Then follow these steps:

DO NOT ACCEPT YOUR  DELIVERY without taking note of any damage that might have occurred on the delivery form. Shipping companies will not fulfill an insurance claim without the damage being noted by the customer. We cannot be held responsible for any product or powder coat damage incurred during transit. Sherpa Equipment Company will facilitate a claim, on the customers' behalf with the carrier, but it is subject to the conditions listed above being met.

IF the damage is so severe that it is obvious the product inside has been damaged, do not sign for the item and refuse your delivery. If you sign for the package the shipping company will view it as rightfully yours and that you have accepted it AS IS. 

IF the damage is less severe and the goods are intact, you can make a note of the damage on the delivery slip (or electronically with the driver) before signing for the delivery. This will begin the claims process and we will help you file a claim with the shipping company, but it will be your responsibility to replace or repair the product. All awarded claim money will be sent to the customer as reimbursement for shipping damage unless a prior arrangement has been made.

All damages or missing items must be reported to us within 2 weeks of delivery.

All orders over $200 ship with a signature required upon delivery. If the carrier attempts delivery multiple times without someone present, the package will be returned to us. If this happens, you will be responsible for all associated charges and fees. If this is a concern we recommend contacting the shipping company and having it held at a local facility for pickup.

Delivery dates for all carriers and services are estimates and not guaranteed. Shipping charges and fees are not refundable if a delivery deadline is not met.

Rack systems cannot ship to P.O. boxes. Orders must have a “ship to” address that UPS services. Failure to do so may result in extra charges for address changes.

Customers outside of the Malaysia may be subject to additional customs, import, shipping or brokerage fees. Please contact your country of residence customs for more information.