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National Return and Freight Policy

Return Authorization Policy

  1. SOPREMA, Inc., will only accept, for return and credit, current stock items that were purchased within the past 90 days. All returns will require the approval of a SOPREMA Customer Service Manager and Regional Sales Manager, as well as an inspection performed by a SOPREMA Representative. The products must be in original packaging and in resalable condition. Products must be returned to a SOPREMA manufacturing facility (Wadsworth, Gulfport, Chilliwack or Newark). Liquid products over 30 days of purchase date will not be considered for return.
  2. SOPREMA will accept the return of products for credit in full pallet quantities and in the original unopened packaging. Prior to credit being issued, the Quality Assurance Department will inspect all products. The outcome of the inspection may affect the credit issued. SOPREMA will not issue refund checks. Customers will receive credits against their SOPREMA accounts.
  3. SOPREMA will not accept the return of any liquid products or adhesives without the approval of a SOPREMA Customer Service Manager and Regional Sales Manager, as well as an inspection performed by a SOPREMA Representative. The return of liquid products will only be accepted within 30 days from the date of purchase.
  4. SOPREMA will not accept returns without a return authorization number issued by SOPREMA Customer Service. The return authorization number must be placed on all pallets being returned.
  5. For returns where SOPREMA is not at fault, the customer agrees to pay a restock fee of 15%. This restock fee will be deducted from the customer’s credit along with the freight charge (Outbound and Inbound) when SOPREMA is asked to arrange the pick-up. Situations for which the customer is responsible for restock and freight include but are not limited to: wrong products ordered, order cancellations after the truck has left the plant and any other reasons which may result in a return. Over orders will not be considered for return.
  6. SOPREMA will pay the freight and waive the restock fee on returns which were a result of the following: error in order processing, the order released before ship date, the product arrived damaged or certain other circumstances deemed appropriate by SOPREMA Customer Service.
  7. When SOPREMA is paying the freight, SOPREMA will arrange trucking.
  8. SOPREMA has the right to deny returns of products at any time for any reason.

Items not considered for return include accessory products, base sheets, insulation, liquid products (after 30 days), specialty items, non-stock items and Sopraboard.

 

Freight Policy

Full Truckload – Definition: 42,000 lbs. or 22 pallet spaces

Order Lead Time:

  • Orders must be received a minimum of two business days before shipping. Example: orders received by noon EST on Monday will attempt to be shipped on Wednesday. Orders received after noon EST on Monday will attempt to be shipped on Thursday.
  • Orders will not be released or shipped without a complete customer purchase order consisting of all required pricing, contact information for the delivery site and delivery address. Additional information may be required.

Charge Schedule:

  • Freight Surcharge – Maximum fuel surcharge is $750.
  • Deficit Freight – Calculated by taking the total freight and multiplying it by the percentage of truck used.
  • Saturday/Sunday Delivery – Fee is passed directly from the carrier to the customer. Not all carriers offer Saturday/Sunday delivery, and this will be based on availability.
  • Multiple Stops – Capped at 150 miles from first stop to second stop. The customer is responsible for all additional charges.
  • Detention Fee – Will start two hours after the requested delivery time. All fees will be passed directly from the carrier to the customer.
  • Layover Fee – Applied to any truckload that is in detention for over eight hours. All fees will be passed directly from the carrier to the customer.
  • Canceled Truck – A canceled truck fee will be applied for any truckload order that is canceled after 2 p.m. EST the business day before the day of shipment. A flat fee of $500 will be assessed.

 

Less than Truckload (LTL) Definition: Any shipment under 10,000 lbs.; shipped via closed van. Arrangements to unload are the responsibility of the customer. Cubic capacity is under eight skids.

Order Lead Time:

  • All LTL orders must be received by noon EST for same day shipment. All orders placed after noon EST will be shipped the following business day.

Charge Schedule:

  • Freight Charge – Freight charges are the responsibility of the customer. Estimated shipping costs can be quoted before shipment; however, actual shipping costs will be assessed post-shipment.
  • Saturday/Sunday Delivery – Fee is passed directly from the carrier to the customer. Not all carriers offer Saturday/Sunday delivery, and this will be based on availability.