Customer Service

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Customer Service 2016-11-28T13:14:14+00:00

Customer Service

Shipping Information

Report Lost Orders Within 30 Days Of Shipment

Contact BestRest if you have not received your order within 30 days of shipment.  We will investigate the shipment, and if appropriate we will file a claim with our insurance carrier. Note that BestRest MUST file any insurance claims within 60 days of shipment.  If you don’t alert us and tell us us that your package is missing, we can’t file the claim.  Once that 60-day limit has passed you won’t receive any reimbursement for loss.

Example:  Package shipped in December 2012.  Customer contacted us in June 2013 to report package was never received.  More than 60 days had elapsed.  No insurance coverage, no reimbursement.

Example:  Package shipped April 2013.  Customer contacted us in July 2013 to report package was never received.  More than 60 days had elapsed. No insurance coverage, no reimbursement

Example:  Package shipped January 15, 2013.  Customer contacted us March 6, 2013. Insurance claim was filed within 60 days.  Customer was reimbursed for loss.

Foreign Orders

Don’t see your country on the list of places we ship to?  Send us an email and we’ll do our best to make it happen.  We cannot ship to countries that are subject to restrictions imposed by the US Postal Service or the US Government.

For our foreign Customers, please do not use any special characters or accents (as seen below in table) when typing your name or address. Use of these characters will cause issues with credit card approvals and shipment deliveries. Please, just use plain characters.

Foreign customers may see a shipping option called a “Flat Rate Box”.  The size of that box is quite small (which is why it costs less) but often the products will not fit inside the box.

When products are too big to fit in those boxes, we will ship via US Postal Service Global Priority Mail.  Additional charges will apply, but we will always select the least expensive option for you.

We do not ship international orders via UPS, Fedex or DHL – they’re just too expensive.

Shipping and Handling Costs

Local customers may elect to stop by our shop to pick up their order.  You can place an online order and select the “Will Call” option.  You won’t be charged for shipping.

Our website ordering system provides an “ESTIMATE” of the shipping time and costs via USPS and UPS. In rare cases the actual shipping costs may be more than what’s shown on the website. If that happens we will contact you before we process the order.

Shipping costs are based on weight, cubic volume, insured costs, and delivery zone.  We charge you what UPS or USPS charges us, plus we add a small fee for order processing.  If we are able to use a Flat Rate envelope or package, instead of a box, we don’t credit you for any difference in shipping costs.

Select your preferred shipping method when you order.  We still reserve the right to ship by another method if it will arrive at approximately the same time (or sooner).  Example – you selected UPS which will take 4 days to arrive, but we might ship Priority Mail 2-Day at no added expense to you.

If you have delivery problems with UPS or USPS and DON’T want us to use an alternate shipping method please mention this in your order notes.  Example:  Don’t ship via US Mail – or Don’t ship via UPS.

International orders cost more to ship. We’ll adjust shipping fees accordingly. International shipments are done via US Priority Mail to keep the costs down. We no longer ship international orders via UPS or DHL because of the added customs brokerage fees they impose. International customers are responsible for all duties, fees, taxes, and other charges. Please understand that once the packages are shipped, we cannot expedite or influence Customs Officials. Sometimes they’re very efficient, sometimes the inspection and delivery process takes longer than expected. Please be patient!

We normally ship the same business day we receive your order. We’ll typically notify you by e-mail if we expect a delay of more than 2 working days to process your order.  (we don’t guarantee this notification)

We understand how important it is for you to receive your products as soon as possible after you’ve placed your order. You may have your products shipped Next Day, 2-day, or 3-day for an additional fee. Mark your order form clearly (enter this data in the Special Instructions Section for Online Ordering) if you require expedited shipping.

Packages may require a signature upon delivery. Please make arrangements to have the package shipped to an address where someone can sign for your package. If no one is at the shipping address, UPS may leave a yellow “Attempted Delivery” sticker on your door. If this occurs, sign the form (releasing UPS and BestRest from responsibility for loss or theft) and leave it on your door for the next UPS attempted delivery. This process can up to 3 days to complete. This can be very frustrating when you’re ready to leave on a trip and you’re waiting for your products, so plan your shipping address carefully.

UPS will try to deliver your package 3 times before they return it to BestRest. If your package isn’t claimed your credit card will be billed for any returned package fees. We’ve chosen UPS as our standard shipper because their rates are consistently lower than other carriers and their service is excellent. We reserve the right to change carriers if we believe we can save you money or if we can get your packages to you sooner.
Calculating Delivery Time To Your Address – Delayed Delivery

We can’t promise that your order will be shipped the day it is placed, or even the day after it was placed, but we’ll do our best to get your order out ASAP.  We know it’s important to get the package to your address as quickly as possible.

The actual shipping date does not count toward the elapsed time in transit day count.  For instance, if we ship to an address that requires 3 days of actual transit time, it will take 4 days to get there when you also count the date of the order.  We try to ship the same day we receive an order, although that is not always possible based on inventory, or the time of day your order was received.

UPS takes anywhere from 1-5 days to deliver packages from our shop in Seattle.  Transit time depends on your delivery zone in relation to Seattle.  Western US address take 1-2 days via UPS ground, Central US addresses take 3-4 days via UPS ground, Eastern US addresses take 4-5 days.  Plan accordingly.

USPS Priority Mail takes 2-3 days to most US addresses.  Alaska and Hawaii always takes a few days longer.

Once a package leaves our shop we have no control over the delivery of the package.  If UPS or USPS happen to experience delivery delays we will not refund shipping fees unless we can get the carrier to waive those fees.  Acts of God and Nature sometimes conspire to delay delivery.

International delivery times vary, depending on customs clearance and the policies of your country’s postal service.  We make no guarantees on delivery dates for international orders.  It’ll get there when it gets there.  Again, we have no control over the delivery time once it leaves our shop.

 

Shipping Address Errors and Address Correction Fees

If you provide us with an incorrect shipping addresses (wrong house #, wrong zip, missing apartment number, suite, or you’ve recently moved, etc) this will incur a $25.00 charge for UPS ground packages, and a varying charge for international packages.  US Mail packages will probably be returned at no cost, but a reshipment will result in another shipping fee.  Incorrect addresses may also result in delayed delivery. Please double check your shipping address for accuracy.

The $25 UPS fee is charged (to us) for address corrections, and it’s only fair that you (the customer) who provided an incorrect address should pay those costs.

If we ship to an address you provided, and the package comes back to us as unclaimed or otherwise undelivered, you are responsible for the return shipping fees.  We will reship the package at your request, but you’ll pay the reshipping fee.  If you decide you don’t want the package reshipped, we will refund your purchase price, less the original shipping fees.

If WE made the address error then there will be no charge to you. If it’s our mistake we’ll pay the extra shipping fees.  Our mistake will cost you nothing.

Sometimes we make a mistake when we ship an order and forget to include something in the package.  We will correct our error at no expense to you, and ship the missing item via UPS ground or USPS (method of shipping at our discretion).  We will not ship the package part via Next Day Air or other expedited method.

Lost or Stolen Packages – Read this – it’s IMPORTANT

We ship tens of thousands of packages each year – only a couple of them actually get lost or damaged.  Should your package get lost or damaged in transit, that loss will be covered by shipping insurance.

If your shipment doesn’t arrive in a timely manner (usually 2 weeks domestic, 4 weeks international), contact BestRest.  We will start an inquiry on the package.  After our own investigation we will turn the incident over to the insurance carrier.  They will evaluate the loss and if they determine it’s valid they will eventually reimburse BestRest for the lost shipment.  This process can take several weeks.  In the meantime, we can not/will not ship out a replacement package.  Only after the insurance carrier has made their determination will we ship a replacement.  Please be patient… these things take time.

Stolen packages:  A UPS or USPS “notification of delivery” constitutes sufficient proof that a safe delivery of the package was made to your address, and our job is finished.  If the package is lost or stolen after the carrier makes their delivery, then it’s not our responsibility, or theirs.  If you’re worried about theft of your packages, request a “signature required” for your packages.  Bottom line – if the package was delivered safely to your porch or mailbox or another location listed on your order, and someone steals it, that’s not our responsibility.  No replacement products will be provided.  You’ll have to file a theft report with local authorities, and make an insurance claim with your homeowner’s or renter’s insurance if you have that type of coverage.

If you’re traveling and request a shipment be delivered to a hotel or motel, or another address or person, then a UPS or USPS “notification of delivery” to that address constitutes proof of a safe delivery.  If the hotel/motel staff (or anyone else) goes walkabout with your package then you’ll have to deal with them.

Why do we make all these rules?  They come to us by way of lessons learned over the years.  We seldom have any issues with shipping.  The chances of anything happening are very small, about the same as being abducted by aliens or meeting Elvis…  OK, some people claim that’s actually happened, but it probably won’t happen to you.

Return Policy

Inspect your shipment upon receipt ! Contact us within 2 business days to report any shortages or missing items. Discrepancies reported after 2 days will not be considered valid.

We’re a small business so we don’t handle returns like a big-box store.  When you return a product we incur a variety of costs. We try to be fair and reasonable when it comes to handling product returns.

  1. You have 14 days from receipt to make a decision to return the product.
  2. Prior to returning any item, contact us for a Returned Merchandise Authorization (RMA)
  3. Items returned without an approval or RMA may be refused and no credit will be given.
  4. Once issued, an RMA is good for 14 days.  After 14 days the RMA is VOID.
  5. A copy of the original invoice must accompany the return. Mark the box with RMA number.
  6.  Items must be in like-new” condition, with all parts, pieces, and hardware present.
  7. Your decision to use or mount products may affect their condition & eligibility for return
  8. Items should be returned in their original packaging.
  9. Customer is responsible for all return shipping and insurance fees
  10. Customer should insure their package for the original purchase value plus shipping
  11. Returned items are subject to inspection, damaged items will be discounted or refused
  12. A 15% restocking fee will be charged for all returned items
  13. No refunds will be given to a different account than the one originally used for the purchase.
  14. No cash refunds, no refunds without a receipt
  15. Allow 30-45 days for a refund to appear on your credit card statement.
  1. Items cannot be returned after 14 days, except with special approval, at our option
  2. If approval is given, then we will deduct a 15% restocking fee and issue a store credit ONLY
  3. Store credits are good toward the purchase of other BestRest Products (not other brands)
  4. Store credits expire in 30 days.
  5. Items that are used, or damaged, or are missing parts will be discounted at our discretion
  1. Defective merchandise will be replaced with the same item as the original item.
  2. The term “defective” describes items that are clearly manufactured improperly or are otherwise unserviceable due to manufacturing or assembly defects.
  3. DVDs, lighting products, and electrical components are not eligible for return.
  4. Credit card and PayPal purchases are subject to the terms of this policy
  5. Refused shipments will be charged a 15% restocking fee plus any return shipping charges.
  6. Special Orders.  If you place an order for Metal Mule gear, or other parts that are not part of our regular stocking inventory, we will gladly bring these items in for you.  Special Orders can be cancelled within 24 hours of placing the order, by contacting us via phone or email.  An RMA number issued by BestRest must be issued for the cancellation to be validated.  After 24 hours Special Order gear is not eligible for refund or return.
  7. Cancelled Orders.  If you contact us BEFORE we process your order, and before we capture the credit card charges, there is no fee.  But once we process the order, a 7% restocking fee applies.  Once the package has left our shop, then the full 15% restocking fee applies (see above).
  8. Returns sent to us COD, or international returns that result in duties or other fees will be rejected. No refund will be given.

 

BestRest warrants products against defects in workmanship and materials for a period of 90 days from date of purchase.  Other items may have a longer Warranty, please check our website. Warranty is limited to purchases within the USA only. Warranty is limited to repair or replacement of items found to be substantially defective. No other Warranty is expressed or implied.  Warranty does not cover incidental or consequential damages. If a problem develops during the warranty period please contact us for warranty claim instructions.  You’ll pay the freight costs to ship the product to BestRest.

Privacy Policy

BestRest Products WILL collect personally identifiable information about users, including names, ip addresses, credit cards, etc. in order to process your transaction and manage your account records. The collection of your information is strictly for those purposes and none of the information collected is sold to a third party. The address information is only shared with the shipping providers that we use in order to get your shipment to you. In addition your credit card information sent directly to the payment processor and is not stored in our electronic database.  Your privacy is important to us, and for that reason we do not share your information with any 3rd party, unless that information is needed to complete your order.

Product Warranties

Warranty:  

If you need to send a product back to BestRest Products for a warranty claim or repair, you need to call us to receive a “Return Merchandise Authorization” number. Items sent without an RMA will be refused.

CyclePumps can be sent back for warranty repairs without an RMA.  See below.

Warranties are only valid within the USA.  Due to international shipping costs and customs issues we cannot extend the warranty to other countries.

Warranties are offered to the original purchaser only, and are not transferable.  Proof of purchase must be provided. When an item is covered under warranty, you’ll pay shipping fees to send the product to us, we’ll pay the return shipping fees. If an item is not covered under warranty, you’ll pay shipping both ways.

BestRest warrants products that we manufacture against defects in workmanship and materials for a period of 90 days from date of purchase.  Certain products have extended warranties, see below.

Products that we sell, but do not manufacture ourselves, are warranted by the original manufacturer according to their warranty policy.  We will refer the customer to the original manufacturer for any warranty claims.  We will assist the customer in this process, but any warranty decisions will be solely at the discretion of the original manufacturer.

CyclePump:  Every CyclePump has a limited Lifetime Warranty.  For details go here: CyclePump Lifetime Warranty

EZAir Gauge:  The CyclePump EZAir gauge has 1 year limited warranty to the original retail purchaser.  Proof of purchase is required.  Warranty does not cover damage caused by abuse or over-pressurization. When you send a gauge to BestRest for a warranty claim or a repair include $8.00 for return postage. We do not pay the return postage on gauges.  Note: If the gauge doesn’t say “CyclePump” on the dial face, it’s a copycat or a clone, and we won’t repair or warrant the product.

Ortlieb:  Ortlieb has a 5-year warranty against defects in manufacturing.  Claims are handled by Ortlieb-USA.  Contact us for details.

If you have questions about a warranty please contact us.  We’ll do what we can to help you.