Shipping, Returns & Tax
We usually ship within 3 business days following the receipt of an order unless noted otherwise on the product page. We usually ship out via Fedex, UPS or other 3rd party freighting companies from various warehouses across the US and cannot accommodate orders to PO boxes or APO/FPO addresses. Please contact us if you have any question regarding PO box or international shipment.
In the event that an ordered model is temporarily out-of-stock at our warehouse, we may ship the products from different warehouse locations. In that case, order may be shipped out in 15 business days after it is placed. An email will be sent to the customer if an order may be affected by this delay.
Shipping times indicated on The Fiberglass Depot are business days. This means that shipping time do not include Saturday, Sunday and public holidays.
Shipping delays caused by the carriers including, but not limited to, the following: the unavailability or refusal of a person to accept delivery of the shipment; acts of God; Public authorities acting with actual or apparent authority on the premises; acts or omissions of customs or similar authorities; riots, strikes, or other labor disputes; civil commotions, disruptions in air or ground transportation networks such as weather phenomena; and natural disasters, shall not be our responsibility. Please contact the shipping company directly. The shipping company does not provide refund for shipping for these above cases, and nor can we for shipping charges if your packaged does not get delivered.
Sometimes we will ship out via 3rd party freighting companies, and customers will be notified by email about this shipping method. The 3rd party freighting companies may contact customers to arrange the delivery time. Customers are responsible to show up at the location during the delivery time. Failure of signing for packages will cause additional shipping costs. Customers are responsible for all additional costs for failure deliveries.
Additional Shipping Charge might be added to an order
For large and heavy parcels, there maybe extra shipping service costs. If it is a simple curbside delivery or a loading dock is provided during delivery, there usually will be no extra shipping cost. However, if liftgate service or other additional services are used during delivery, customer is responsible for the extra liftgate fee.
What is a loading dock? A loading dock is a recessed bay in a building or facility where trucks are loaded and unloaded. They generally back in and the dock is level with the truck for easy loading and unloading.
What is a Curbside Delivery? Curbside Delivery provides delivery made to the curb at the end of your driveway or parking lot. It is not the driver's responsibility to bring freight into house, garage, building, etc. Drivers do not assist with unpacking, set-up or clean up.
What is a Lift Gate? When the shipping or receiving address does not have a loading dock, manuel loading or unloading is necessary. A liftgate is a platform at the back of certain trucks that can raise and lower a shipment from the ground to the truck. Liftgate service is always used on freight exceeding 80 lbs in weight if loading dock is not available. If freight weight exceeds 80 lbs and loading dock is not available at pick-up and/or drop-off locations, a liftgate service must be purchased.
Order notification and confirmation policy
Your receipt of an electronic or other form of order notification or confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. The Fiberglass Depot reserves the right at any time after receipt of your order to accept or decline your order for any reason.
-- For Defective Items, Damaged Items or Wrong Item Received
Customers must examine all packagings and products immediately upon receipt for any sign of wrong items shipped or defective/damaged items. Customers must refuse to accept from the delivery company for any package or item that is damaged. Once customers have signed for acceptance from the delivery company, they have acknowledged that the merchandises shipped are correct and are in good conditions. All claims must be initiated within 48 hours upon delivery by email. Damaged or wrong items returned must be kept in their original packaging. Please e-mail us immediately at firstname.lastname@example.org so that we can initiate the process and ship a replacement to you.
If merchandise arrives that is incorrect, defective, or damaged we will gladly replace it at NO charge to you (including return shipping charges) by issuing you a pre-paid shipping label.
-- For All Other Reasons
You can return items only in new condition within 30 days and we will refund your money or exchange the item subject to return policy below.
Notify us by e-mail if your desire to return or refund your purchase at email@example.com.
We will email you our return address.
No refunds or exchanges on items that have been used and cannot be resold as new. Returned products must be in their original packaging. Products with customization such as drain hole and custom color cannot be returnend. We will charge 20% of the original product price as a freight cost charge. Buyer is responsible for the returning shipping cost.
For situation that buyer is canceling the order while the product is being shipped, buyer is responsible for the shipping cost.
For defective, damaged or wrong item recieved:
Please email us at CustomerService@thefiberglassdepot.com with your order number and several digital photos showing the item.
Upon review, we will send a replacement item or issue a full refund to your credit card.
We may also email you a pre-paid return packing slip (e.g thru FedEx), so the returned item will be shipped back at no charge to you.
For all other returns:
Please email us at CustomerService@thefiberglassdepot.com with your order number.
Please send the returned item back to us at 1299 Bayshore Hwy, Suite #128, Burlingame, CA 94010.
Upon receipt of the returned item, we will issue refund to your credit card. A 20% original freight cost charge will be deducted.
The Fiberglass Depot is only collecting sales tax for orders with California ship-to addresses. We are not collecting tax for all other orders. Our operation is based in San Mateo County, California. Based on the ship-to addresses provided by customers, a tax rate of 8.25% is applied to each California order outside of San Mateo County. A tax rate of 9.5% are applied to orders inside San Mateo County. Tax rate are applied based on the final product price after all applicable discounts. Customers outside of CA are responsible to file for and pay any form of sales taxes and/or usage taxes required by local government.