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Shipping Information and Policies

  1. Order Confirmation

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

  1. Order Shipment

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provide when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at [email protected]

All orders not shipped via small parcel service (anything over 120 lbs) will need to include liftgate truck delivery, a $75 additional charge (actual cost can vary higher and lower), if we are not delivering to an address with a shipping dock or a forklift. To facilitate a smooth delivery we require liftgate truck delivery for $75 on top of standard shipping costs for the splitter selected. If you have a situation where we would deliver to a place with a dock or you have access to a forklift we can skip the liftgate truck delivery and charges.

Tracking numbers will be sent to you via email as soon as that information becomes available to Claveberg. We reserve the right to use the carrier of our choosing. NOTE: If you live in an area that is considered by carriers to be “remote”, “rural,” or there is a challenge where the carrier or Claveberg cannot get a shipment to you, we will then contact you to advise and discuss available options and additional costs of transportation due to these circumstances, if any exist.

  1. Shipping Costs

From time-to-time Claveberg offers free shipping promotions. If free shipping is an option for your purchase, there are some stipulations to consider.

  • Free shipping includes only the 48 states of the mainland United States.
    • We do not ship to Alaska, Hawaii or US territories. If you have any questions, please contact us to discuss.
  • Does not include any additional “remote area surcharges”, “out of area surcharges,” or any other destination surcharges required for delivery.
    • Example: If you live on top of a mountain or an island (honestly, this one gets rough and expensive), on a ranch 100 miles from the nearest town, etc (You likely know this to be the case) then there will very likely be extra cost involved. We may not be able to deliver to you at all, but we’ll work hard to figure it out with our forwarders and carriers.
    • We do not ship internationally at this time.
  • If you do live in a remote situation and we can find delivery, expect it to add an additional 2-3 weeks to delivery estimates.
  • Most splitter deliveries will be made with a semi-truck and trailer (20 to 53 feet in total length). Curbside delivery is as far as drivers are obligated to deliver, but note they must be able to turn around and maneuver. Drivers will often deliver to accommodate you up your driveway, but it is left to their discretion as to whether or not they go further. Note: Please see Liftgate Truck Delivery Information (below) for additional information
  • If delivery is refused for any reason other than damages (see below) you will be charged for all freight costs including any fees and return freight. In other words, “Free shipping” will cease to be “free” if you do not take delivery of your new splitter and keep it. 
  • If you cancel your order (see cancellation and refund information below), after the splitter has shipped, you will be responsible for all freight charges.

 

  1. Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send pictures to [email protected] and we will process an insurance claim on your behalf. If you sign for the delivery and take delivery, you are then responsible for the item(s) and accepting the condition of their shipment.

If there is any damage during transit IT MUST BE NOTED ON THE BILL OF LADING for us to be able to file a claim, or the shipment MUST BE REFUSED. If you accept the shipment then you are accepting the condition of the items(s).

  1. Cancellations & Refunds:

All orders cancelled after 48 hours are subject to an administration fee of 15% of purchase price, whether or not your order has shipped. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and a 25% restocking fee. Refunds will only be issued to the original credit card that you use when placing your order. (More details can be found below)

 

Liftgate Truck Delivery Information

Claveberg uses freight services when shipments are 120LBS or higher or oversized. If the address of delivery does not have a shipping dock or access to a forklift the delivery will need to be on a liftgate truck. Claveberg strives to create the easiest experience for our customers and we also want to be transparent as to what it takes to successfully deliver a splitter and complete our business transaction. We do offer standard curb-side if the splitter is being delivered to a business with a dock or a residence or business with a forklift. Please contact us prior to order to discuss if you have any questions.

When your splitter is ready for delivery, the shipping company will contact you to schedule a delivery appointment for residential customers. This call with typically come 1-2 days prior to the date of delivery and you will be given a window of time for the delivery (typically 3-4 hours).

The truck will arrive at the curb and if you have a forklift the truck will not have a lift gate. At this point, it is your responsibility to get your splitter off the truck. The driver will move the splitter to the rear for easy access, but you’ll need to remove the item from the trailer.

If you are at a residence and we have coordinated our standard lift gate delivery, it is a hydraulic lift that is connected to the delivery vehicle. The driver will position the splitter on the liftgate and will then lower it to the ground. Once on the ground, it is your responsibility to move the crate.

Note: The drivers are not obligated to help you beyond the above. They may assist if you ask and it never hurts to ask.

Freight deliveries without liftgate delivery (and even sometimes with liftgate delivery) will be made with a full sized, 20 to 53 feet semi-truck. Do not expect delivery to a small parcel delivery vehicle or box truck (eg. like UPS or FedEx). Claveberg cannot request a certain length of the truck for final delivery. We suggest you assume it will be a long semi-truck and remember, the driver is only obligated to deliver to the end of your driveway (aka. curb-side and even with the liftgate), it will be your responsibility to move it from there.

Note: Most drivers and delivery companies will work with you to accommodate you and possibly up your driveway, but this will be left to driver discretion and will only happen IF they can easily drive up and turnaround. If you live on a road that may not be accessible for a large freight truck you will need to work with the delivery company and driver to coordinate the closest possible point of delivery. AGAIN, you are responsible for the movement of the crate after the driver has delivered.

Delivery companies expect that residential customers pay for liftgate truck delivery. They do not typically concern themselves with the logistics of your property and final movement beyond for what’s been paid. Understandably, they do this not only for economic, but liability reasons. This is why we focus so much on liftgate truck delivery on all splitters sent to a residential address. It’s better for all parties involved and yields the best customer experience by setting proper expectations with everyone and working to be as transparent as possible.

Note: If you advise that you do not need liftgate truck delivery to save the money, but when your splitter arrives, you cannot remove it from the back of the truck, the carrier will charge you a re-delivery fee as well as the full retail fee for liftgate delivery ($100 or greater). Be smart and ensure you use our discounted liftgate rates for a seamless and easy delivery of your new splitter.

Note: If the delivery driver shows up and the truck does have a liftgate even though you did not order, DO NOT USE THE LIFTGATE SERVICE even if the driver obliges. The delivery company will more than likely bill you the full retail fee for the liftgate delivery ($100 or greater) even though you didn’t need it. Just use your forklift as planned.

Please ask any questions you may have with regard to liftgate delivery, or freight deliveries in general, prior to ordering by contacting us. We are happy to answer any questions you may have.