The transport of your package
Packages are generally dispatched within 24 hours after receipt of payment. The standard method of shipment is by courier service. Whichever shipment choice you make, we will provide you with a link to track your package online if the carrier in question has a dedicated platform. Some shipments are sometimes made by other carriers chosen by HIGH ROCK LTD, depending on different factors: size, weight, etc...
The carriers of bulky products only work on weekdays. Therefore, delivery on weekends or public holidays is not possible for large or heavy products.
Shipping costs include packaging, handling and postage. They can contain a fixed part and a variable part according to the price or the weight of your order. We advise you to group your purchases in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Packages are oversized and protected.
Deliveries are made in Metropolitan France, in Europe, or in the world. Excluding mountainous areas or areas deemed difficult to access by HIGH ROCK LTD and its carriers. For Corsica, a supplement is to be expected, on request. Deliveries are made in places accessible by heavy goods vehicles or by couriers chosen by HIGH ROCK LTD. Your delivery address must be accessible by 38/44 ton trucks. The method of delivery and the flat rate for postage and packing is for delivery with a 38/44 tonne truck. If a smaller vehicle is required, depending on the constraints of the parcel and the carrier, then this is an option for which you should ask our customer service department for the cost. Please contact us for a personalised quote if your location (mountain, Corsican, difficult access, etc...) is not properly served by HIGH ROCK LTD's partner carriers: firstname.lastname@example.org
Any order placed with a delivery address that is not easily served by a 38/44 Tons truck may be subject to an extra charge linked to the special chartering of a truck according to your access constraints. If the access constraints are too great and we do not have the necessary means to carry out this type of delivery, we are then able to cancel the order without compensation, without damages or interest.
When a product is available later than the others, and this product is in your order, the whole is delivered at the availability of all the articles in one delivery to avoid you an additional cost of carriage. The shipment, for two or more products available at different dates, will be made in one delivery at the date of availability of all products. You can also choose to have your order delivered in several instalments, but this will be subject to an additional cost and will be on request to our customer service.
Any normal delay in delivery (48 hours after dispatch) due to a delay on your part, cannot in any way be claimed, neither on receipt of the goods, nor later. The costs of storage and delays in delivery due to the unavailability of the customer at the time of delivery shall be borne by the customer.
IMPORTANT: When you receive your parcel, we ask you to check its external condition and contents in the presence of the delivery person before signing the delivery note. Do not hesitate to unpack the product even if there is no damage to the outer packaging.
If your package or the product shows signs of opening and/or damage:
- We invite you to refuse the product if you have not signed for it and to describe the damage precisely on the carrier's delivery note ("cardboard box dented", "product damaged and torn on the side (attach photo)"...): a clear and explicit description of the damage noted is imperative to be considered a valid reservation.
- If you have kept the parcel or if the parcel is dropped off in your absence, please send an e-mail as soon as possible to HIGH ROCK LTD customer service describing the damage or spoliation. We will then inform you about the procedure for processing your return.
We would like to inform you that you can take pictures of the packaging and the product, but that writing "subject to unpacking" on the delivery note is not valid in case of a claim.
Return of your parcels
Any preparation of an order invites costs. Therefore, for each return, the costs of preparation, packaging, consumables as well as logistics related to the preparation of your order, etc... cannot be reimbursed. These costs will be studied and validated only by HIGH ROCK LTD and this according to the period and the products ordered. However, in the case of a problem related to a defect of the carrier, it will be necessary for you to make the steps with this one in order to obtain satisfaction in some request. Do not forget to read the transport section of your parcels which invites you to make reservations if necessary in the presence of the deliveryman at the time of delivery. In case of problems with the carrier, HIGH ROCK LTD does not intervene in any way in the relationship.
You can return a product to us:
- If we have mistakenly delivered a package to you that you did not order
- Within 14 days after the date of your order
For all product returns, you must follow the following step-by-step procedure to ensure that your return is processed as quickly as possible:
Contact HIGH ROCK LTD customer service at email@example.com to submit your return request. No return will be processed without our prior agreement.
If agreed, once our agreement has been received, please return the product(s) within 14 days of delivery, in its original packaging, complete and in perfect condition, accompanied by any accessories, instructions for use, documentation and a copy of the delivery note, to the address indicated. Products returned incomplete, damaged or soiled will not be accepted.
Once the return has been validated by our after-sales service, you will receive a credit note, an exchange voucher or a refund (depending on the condition of the product and the progress of the order). You are responsible for the cost of the return and the outward journey. Customised or made-to-measure products cannot be returned. Also, cannot be returned one or more products of an order of which you would have accepted not to call upon the time of retractation.
For any product returned, or order cancelled, for personal convenience or any other reason whatsoever, whether or not it falls into the above categories, HIGH ROCK LTD reserves the right to refuse the cancellation or modification of the order, but also the costs invoiced/incurred cannot be refunded. Any return, for whatever nature, will be at the expense of the customer who will have to pay for the outward and return shipping costs. Any product can be returned if it is identical and in perfect condition to the product sent by HIGH ROCK LTD.
Any product ordered which has seen a start of preparation during the course of the parcel may be charged preparation costs: for example, if HIGH ROCK LTD has started the preparation of your order (which in each case is made to measure of the product(s) ordered) which generates costs for our company, these costs will not be reimbursed and will be evaluated and quantified in a personalised manner according to the order, only by HIGH ROCK LTD.
we would like to draw your attention to the fact that each shipment or preparation of an order, or any order, invites costs. These costs, whether they are for preparation, shipment/delivery, packaging, or any other, will therefore be charged to the customer in the case of a return or other situation. For example, if you order 1, 1000 or 10,000 euros worth of goods, if this is cancelled or returned by you, the costs (depending on the stage of the order) will therefore be payable to our company and will be deducted from the possible credit note or refund. This example is for information only. If you wish to know the exact shipping costs, please write to our customer service department specifying the product(s) and quantities.
The amounts of participation in shipping costs displayed at delivery do not mean that returns, cancellations, modifications or refunds are also the same amount. These flat rates represent average shipping costs and not the actual cost, which may be higher or lower depending on the products (volumes, weight, quantities). These events are charged at their actual rate. The carriage costs displayed are flat rates for "participation in the costs of preparing the carriage": packaging, boxes, consumables, etc. .... However, in the case of a return, cancellation, modification or refund, the actual shipping costs, which are therefore higher than the shipping costs you pay, will be charged to the customer.
This shipping offer is only valid on www.linkman-group.com when purchasing online (via the prestashop interface) on www.linkman-group.com
Listing of costs related to direct delivery shipping on request.
The shipping costs are the costs related only to the packaging of your packages: cardboard, consumables, etc...
The delivery costs are the costs related to the transport of the goods and the related taxes.