Freight Terms:
- Freight is prepaid for small package shipments greater than $200.00, and single truck shipments greater than $1,000.00 from any ISN warehouse.
- Freight prepaid terms do not apply to special orders, direct shipments or shipments outside of the continental United States.
- All products are F.O.B. shipping point unless otherwise agreed upon or noted.
- ISN uses Purolator for cartons/items weighing 70 lbs. or less.
- Requested added service or unapproved carrier fees will be added to all shipments.
- Products with prepaid freight (part numbers ending in -FPD) are only valid for shipment to the continental US.
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Freight Shipments Damage and Loss:
- Please be aware that freight delivery shipments often encounter rough handling resulting in damage or loss. In order to hold the freight companies accountable, the shipment must be thoroughly inspected before signing the delivery document. This includes inspecting for concealed damage.
- Whether the shipment will be received by you, a colleague, a family member or a customer it must be inspected.
- If the receiver of the shipment has a waiver with the LTL carrier for No signature required, this authorization alleviates both ISN and the carrier from any responsibility.
- Damaged shipments must be refused or notated on the delivery document.
Freight Claims:
The receiver must inspect the shipment prior to releasing the carrier. We are not responsible for damaged or lost product.
Freight claims for lost or damaged freight must be filed with the carrier and clearly noted on Bills of Lading when receiving shipments. This is necessary for your protection.
Although the responsibility is with the carrier, please notify us immediately so that we may be of some assistance.
Undislosed Shortages:
In cases where you have received the proper amount of cartons from the carrier but discover errors or shortages in unpacking, notify us immediately. Claims must be made within 10 days.
Return of New Products:
- Original packaging and not open (in resealable condition)
- Copy of ISN invoice and/or invoice number in reference
- Shipping cost covered by the customer
- Return number (RGA) issued by ISN & attached to the return package
Please note that ISN will cover the shipping costs if the return is caused by an error on our end.
Return of Defective Products:
- Copy of ISN invoice and/or invoice number in reference
- Shipping cost covered by the customer
- Return number (RGA) issued by ISN & attached to the return package.
- Defective return label requested and attached to the package
Return Guidelines:
If you wish to make a request for a NEW return item, click on the following link: FORM Return RGA_English.pdf
And you can fill in the form and send it to the following email address return@isncanada.ca
For all request of an item under warranty please contact us at return@isncanada.ca or call 1-888-327-0222 ext. 202
All requests will be investigated before accepting a return and issue an RGA number.
For all return requests, we allow 30 days after the RGA is issued to receive the products.
All returns without a RGA number will be refused. ISN will make the following decision:
- Return the goods to the customer. If the item is returned, ISN will choose the shipping method and the costs will be covered by the customer
OR
- A 15% restocking fee will be applied. (15% of the returned value)
All returned items are verified and following this verification we will decide if a credit should be issued. ISN will keep you informed of the decision and if it appears to be negative then we will return the product to you and a shipping cost will apply.
All return credits will be issued at the original invoiced price.
Unauthorised Returns:
- Discontinued items
- Replacement items
- Product not in storage
- Final sale item
- Special order item
- Item not listed at ISN
- Electric items with Battery Components
- Return without RGA
- Return of an item received more than 30 days after an RGA was issued
- Return without original invoice
- Damaged item
- Damaged packaging