WELCOME TO IPEDECKINGKEYWEST.COM
We are happy to assist with information regarding any installation techniques and can include useful accessories to your quote. All our hardware, fasteners, sealers and oils have user manuals on our website that you can consult before installation. Please let us know if you need help locating the instructions or return policies and we will readily assist you.
Please keep in mind that lumber is a natural material, so color differences exist between boards. We do not sort for color or grain. Be aware that the nominal dimension and net dimension differ. Check all board sizes for net finished dimensions to know the exact size of the boards you are purchasing. Ipe Decking Key West is not responsible for customer’s overordering or under ordering material. It is the customer’s responsibility to review and revise any quote before making the purchase; we are not responsible for any discrepancies in the amount ordered.
1. DELIVERIES
LOCAL DELIVERIES
Deliveries within 150 miles of Miami FL are considered as Local Deliveries and are available at additional cost. This is a curbside delivery with unloading included. The receiving party is responsible for moving the load away from the curb.
A variety of shipping options are available. If you have any special requirements, please let your representative know. It is the customer’s responsibility to coordinate special shipping methods.
Failure to do this will void your right to a claim. It is the responsibility of the person that signs for received items to inspect and note any and all problems before the delivery person leaves. Once the delivery document has been signed with no exceptions noted and the driver has left, the order will be considered as fully accepted and afterward claims will not be processed.
NATIONAL DELIVERIES
All deliveries more than 150 miles away from Miami FL are considered as National Deliveries and are available at additional cost. This is a curbside delivery and the customer is responsible for unloading shipment by hand. with a customer hand unload. A lift gate service is available for loads under five (5) feet long at an additional cost. It is the receiving party’s responsibility to unload – not the driver.
A variety of shipping options are available. If you have any special requirements, please let your representative know. It is the customer’s responsibility to coordinate special shipping methods.
The person receiving the delivery must inspect, examine, and inventory the shipment immediately upon arrival. If any damage is noticed when an order is delivered, it must be made known to the driver and sales representative immediately. Your sales representative will review how to proceed giving you instructions on how to properly sign the delivery receipt. Failure to do this will void your right to a claim. It is the responsibility of the person that signs for received items to inspect and note any and all problems before the delivery person leaves. Once the delivery document has been signed with no exceptions noted and the driver has left, the order will be considered as fully accepted and afterward claims will not be processed. Additionally, Ipe Decking Key West is not responsible for any damaged, lost, misdelivered, or delayed shipments by the freight forwarder.
If the delivery address is not accessible by the carrier, the customer may incur additional costs for warehousing and further redelivery attempts. Ipe Decking Key West is not responsible and will not cover the cost of hiring an additional dedicated service to finalize the delivery of the order. Please check the shipping options with your sales representative for specific delivery options and fees.
PICK UPS
If you wish to pick up your order directly at the warehouse, pick up times are from 10am to 4pm. We are not responsible for extended waiting periods or delays that may be caused by a large number of orders being processed. It is always best to call ahead to see how busy the warehouse is.
Unfortunately, we cannot guarantee that you will receive your order the same day that you have placed it and paid for it. We reserve the right to program your pick up for a future date.
Please be aware that boards cannot be selected.
TIMING
Deliveries will ship out within 1-5 business days with material that is in stock. Special orders, material that is not in stock, or material that needs to be modified may take longer periods to ship out.
We will do our best to get you the order as fast as possible, however, we are not responsible for delays in shipment.
Local deliveries will take place between 8am and 5pm on the scheduled day. Delays may come up at the different drop points throughout the route, therefore a smaller time window can not be provided. The driver will call the recipient within an hour prior to the delivery.
National Deliveries will be shipped via common carrier freight or a dedicated truck. Ipe Decking Key West will communicate the expected delivery date to the client, however, it is by no means responsible for the accuracy of the delivery times stated by the carrier. A BOL will be provided with the destination terminal phone number where the client can track the shipment and arrange delivery. Ipe Decking Key West is not responsible for coordinating the shipment’s drop off. Please make sure you have made the necessary arrangements for receiving the shipment.
2. RETURNS / REFUNDS
RETURNS
A 25% restocking fee will be applied. No returns are accepted on glue, oils, or any type of adhesive products. No refunds or returns on special orders or open boxes will be accepted. Freight on returns will be at Client’s expense. Returns or exchanges on Hardwoods must be done within 15 days.
Ipe Decking Key West provides no guarantee, expressed or implied, as to the accuracy, completeness or quality of the information received from Builders, installers or their employees or subcontractors. Ipe Decking Key West will not be liable for any errors or omissions caused as a result of, contained in or found within the information received from builders, installers or their employees or subcontractors and does not accept any liability due to any claim, loss, expense, damage or cost, direct or indirect, that may be incurred as result of any reliance placed upon it.
It is the builders or installers’ responsibility to check all quantities, quality and/or product suitability for the specific project.
Ipe Decking Key West does not permit returns on inventory products or custom-ordered, custom-milled items. No returns are accepted on leftover materials. Should a return be approved by Ipe Decking Key West, it must be done in writing and with the proper paperwork. No merchandise will be accepted after 30 days of invoicing. Should an order be approved for return, the return must reflect the exact lengths and dimensions of the lumber sold, especially for random length orders. All returns must be fully undamaged and properly packaged and all items must be inspected before a refund or credit is issued. All returns are subject to a restocking fee of 25%. Refunds and returns will also not be issued if there are outstanding bills or monies due to Ipe Decking Key West. Ipe Decking Key West is not responsible for any shipping and unloading fees incurred in order to make a return.
Unauthorized Returns: If a return is made without previous authorization, Ipe Decking Key West reserves the right to refuse the merchandise and the client will be held responsible for any shipping, unloading, and storage or disposal fees.
ORDER CANCELLATION
Once an order has been placed and processed, clients incur in a change of order fee.
The cancelation fee will depend on how soon after placing the order the cancelation is made. If a cancelation is made before merchandise has shipped, there will be a 8% change of order fee. If a change or cancelation is made after merchandise has been shipped, including if order is cancelled or refused once it has arrived at the delivery site, the client will have to pay for the shipping costs and a restocking fee.
3. CLAIMS
If merchandise arrives at destination and is damaged, the client must contact Ipe Decking Key West immediately. In order for a damage claim to be made, send photos of damaged products along with a copy of the delivery receipt with the damage noted on the receipt via email or mail. We will file a claim with the shipping company if the damage occurred in transit and will make arrangements to fulfil the customer’s order. Claims must be filed within 72 hours of the delivery and be filed through email or regular mail in addition to having contacted the sales representative via telephone.