Our Policies
General Policy:
It is our goal to provide the customer with the highest quality service possible. We try to make your experience with Latex-Tubing.com a rewarding one so you become a repeat customer. If we do not provide you with the level of service you expect, please inform us so we can improve our process and make your next experience a pleasant one.
We reserve the right to cancel any order where a customer does not adhere to our policies.
Shipping:
We use the US Postal Service for most domestic shipping. In some cases, for larger shipments, we will use UPS Ground Shipping. If our choice is to use UPS Ground shipping, we must have an address that is deliverable by UPS. UPS will not deliver to a post office box. In the event our shipping method of choice is not possible, we will require the customer to provide a good address for that mode of shipping or pay the additional charge for another shipping method.
If you placed the order before 6 pm EST and the order consists totally of in-stock items, it will be shipped the next business day and should be received by the buyer in 2 - 6 business days. We will notify you if we cannot ship on the next business day. Please allow 6 - 9 business days for orders that contain out of stock items.
Our flat rate shipping offer does NOT apply to International shipments. The buyer is responsible for the full cost to ship internationally. Since International Shipments are manually intensive, there is a handling charge added to each shipping selection.
Shipping Charges are always shown to the buyer before the sale is complete and payment is made.
Returned Items:
Returned items will be graciously accepted provided they meet the following conditions:
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The items must be returned unused, in the original packaging.
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You must notify us of your intent to return the merchandise in writing within 14 days following delivery of the merchandise to you.
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All items returned to us must be shipped within 21 days of that delivery date. We MUST receive the tracking number, provided by the shipping service, of the shipment containing the returned merchandise. This tracking number will serve as proof that the item was shipped within the 21-day window and will become the Returned Merchandise Authorization in our system.
Failure to meet any of the above conditions will result in our refusing the returned merchandise and having it sent back to you.
The customer is responsible for the cost of shipping the returned item back to us. The refunded or credited amount will be reduced according to the ACTUAL cost, paid by us, to ship the item to you or the flat rate shipping charge whichever is greater.
If you are dissatisfied with one of our products, please inform us of your reasons, so we can correct the problem for future sales. Again, our goal is to keep our customers happy.
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Shipping fees are not refundable for preference returns, refusing delivery upon arrival, or if you're unable to accept the order at time of delivery.
**Custom cut pieces will not be accepted for returns or exchanges.**
Shipping Insurance:
We have an excellent record of successful shipments and pack all items with great care and heavy duty tape. However the US Postal Service uses heavy equipment in the processing of their shipments, and on extremely rare occasions shipments have been lost or damaged. If you have any doubts that your shipment will reach you in good condition, you may purchase shipping insurance. Contact us if you require this service. All costs for insurance will be paid by the buyer. Latex-Tubing.com assumes no responsibility for any package lost or damaged if the buyer does not purchase insurance.
Package not received after being marked delivered:
After the shipping company completes the delivery, a record on the tracking number will indicate that the package has been delivered. If the customer has not received the goods after the package is marked as delivered, we will consider the delivered date shown on the tracking number as the starting point. Please notify us within 10 business days after the date indicated on the shipping company's records if you have not received a package that has been marked delivered. While we'll make efforts to assist in all cases, refunds are not guaranteed and will not be processed or considered for customer notifications received after this 10-day period. We appreciate your understanding.
Customer Correspondences Regarding an Order:
We welcome customer correspondences. However any correspondence in reference to a processed order MUST originate from the email address used to pay for the order on PayPal. All correspondences from Latex-Tubing.com will be sent to the PayPal email address.
Continuous Piece Policy:
If the size of the tubing you order has an outside diameter of 1/2 inch or less, our policy is to ship one continuous piece up to 25 feet. If we cannot ship the size you selected in one piece, we will e-mail you to discuss different options for you to consider.
If we cannot provide you with continuous feet we will inform you via email with the sizes of each piece you will receive. Any questions, please contact us.
Please note: Our Continuous Piece Policy does not apply to any item that we specify as containing 'up to 2 pieces', 'up to 3 pieces' or any item specified as Bulk.
Out Of Stock Items:
We will ship all items purchased once ALL products are available for shipping. We are constantly updating our inventory and receive out of stock items in 6 - 9 business days.
We will then ship out the order by the following business day. We will keep you posted via email of all expected shipping dates and when you can expect to receive your product(s).
Unpaid Orders:
We will cancel any order not paid within 7 business days. If you need more time to pay, please contact us.
Special Orders:
We can also acquire other sizes of tubing besides the ones listed on our website. If you require a different size than those we keep in inventory, please let us know and we will tell you if we can get that size tubing and provide you with a quote on the size you need. Just contact us with your special requirements on our Custom Order page and we will do all we can to accommodate you.
Sales Tax:
We hate sales taxes!!! Unfortunately, being a New York State business, we are required by law to collect them from New York State residents and forward them to the state government. Our sales tax tables are based on zip codes, the most accurate way to calculate the correct sales tax.
We thank you for visiting us and providing us the opportunity to serve you.