Contacting SPI Supplies and Structure Probe, Inc.
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Worldwide Distributors, Representatives, and Agents
There are five types of instances where by a customer might want to return something to SPI Supplies:
1. Damaged in transit to customer - visible damage
Any visible damage should be noted on the receiving documents when the goods are delivered by the shipping company. For example, as more and more of our shipments are going via UPS, we know that UPS is very strict in that respect: It is very difficult to claim visible damage when such damage was not noted on the UPS receiving documents.
If such damage was not noted,then contact the representative of the shipper immediately. Do not proceed to throw out any of the original packaging materials. Keep the box as much in its "as received" form as possible so that it can be inspected by representatives of the shipping company and their insurance carrier.
Depending on the situation, there may or may not be something to be returned to SPI for repair or replacement. If something does have to be returned, then contact SPI at once for an RA# (Return Authorization Number).
2. Damaged in transit to customer - concealed damage
This is the situation where there was no external damage but once the parcels were opened it was clear that damage had occurred. It is important that your shipment be opened and inspected for concealed damage within ten days of arrival because different shipping companies have different time limits as to when such claim must be made.
Notify both the shipping company and SPI Supplies at once. We will help you from our end as best we can, however the responsibility is on your end for you to preserve the evidence for the representatives of the shipping company. Make sure you save the packing materials and whatever else might be helpful in showing that the shipment was adequately packed when it left SPI. If there should be tape from customs showing that customs had opened the parcel but had not properly re-packaged it for onward transit to the customer, then that issue has to be covered with the shipping company representatives as well.
3. Product ordered in error
So long as SPI is notified within 30 days of the error, and a Return Authorization Number (RA#) is issued, we will accept back the product in question provided it is in saleable condition to another customer. The credit will be subject to our 15% restocking fee. If you believe that your return should not be subject to the 15% restocking fee, perhaps because of extenuating circumstances, tell us your thoughts and we will consider each instance on a case-by-case basis.
4. Items in need of repair
Diamond knives and filament bases for retipping are the most often requested items in this category. Let us know the number being returned and we will issue an RA#. Be sure to include with the request, a PO # or other payment information, information as to just what you are wanting to have done and the anticipated price to be paid. We will respond with pricing confirmation when we send back the RA#.
5. All Other items to be returned
We have found, over the years, that customers tend to accumulate excess supplies in their laboratories and so long as they are stable and are not products of the type that do not deteriorate with time and are not HAZMATS, there is the possibility that we would accept back such items, even if the origin was form one or more of competitors. The value assigned to such items is typically 30-50% of current prices. The caveat is that such earned credits can only be used to pay for other SPI products being ordered. We have established this policy to help our customers mine their shelves for "gold" so to speak, something particularly important in days of tight budgets. However, SPI solely makes the decision as to what would and would not be "accepted back" and the percentage returned would be determined to some degree, and solely by SPI Supplies, by the perceived demand for such items by persons looking to save money in other laboratories.
All such examples will require the issuing of an RA# prior to the return of the goods to SPI Supplies. Just remember that any item being returned to SPI Supplies for any of the above reasons, must be authorized in advance.
To obtain an RA#, contact our Customer Service Department make sure you provide us with the following details:
All products to be returned for credit or replacement by SPI Supplies must be received by SPI Supplies within 60 days but notification must be made within 30 days of the original shipment from SPI Supplies and must be in saleable condition. Any product ordered in error will be subject to our 15% restocking fee. If products were procured via our local distributor or agent, then contact that particular distributor directly.