CONTACT INFORMATION FOR WORLDS AWAY CLAIMS AND SHIPPING DEPARTMENT:
ALL CLAIMS AND DAMAGES: firstname.lastname@example.org or call 901-529-0844 and ask to speak to a claims specialist.
FREIGHT QUOTES AND GENERAL SHIPPING INFORMATION: email@example.com or call 901-529-0844 and ask to speak to our shipping department. Freight quotes are only provided in writing once all pertinent shipping information is related to our Shipping or Sales Department.
SHIPMENT OF ORDERS:
All orders will be shipped “as ready” unless specified in writing to “ship complete” per the customer OR the sales representative responsible for submitting the order. All backorders will be shipped as soon as possible and will be kept on file unless cancelled in writing. In order for an order to be deemed “complete” and ready for shipment, the following information MUST be on the sales order: bill to address, ship to address WITH phone number for delivery, method of payment AND email address. ANY ORDERS SUBMITTED WITHOUT COMPLETE INFORMATION WILL NOT BE ENTERED AS AN ORDER.
SHIPPING TO A RECEIVER:
When shipping to a receiver, Worlds Away cannot be held responsible for any damages to the item(s) after the shipment has been tendered to, and signed for, by the receiver. A Receiver’s responsibility and duty is to unpack, inspect, and sign for the shipment on behalf of their customer. If there are any damages found to the item during their inspection process, the receiving company must notate them on the Bill of Lading (BOL) and contact Worlds Away immediately. Worlds Away is not responsible for any damages once the items have been moved from the receiving company, if there are no exceptions noted on the original Bill of Lading (BOL).
Worlds Away does offer full white glove service (inside, light assembly, room of choice, trash removal, delivery appointment) should you require it. This is the same service that a receiving company performs.
Freight charges are based on weight and are charged at an appropriate % based on location and service level. Due to the fragility of our products, some items must be shipped white glove, and these items will not fall into the same % categories as other items.
Please email freight quote requests to firstname.lastname@example.org and include the list of items you wish to order, along with a complete ship to address (phone number included) and type of delivery required, and we will respond with a quote as soon as possible.
CLAIMS AND RETURNS:
Customers MUST contact Worlds Away for ANY return authorization. Customers will be held responsible for the freight cost of any unauthorized returns to Worlds Away. All customer returns should be insured to cover possible damage on the return to Worlds Away. A copy of the tracking number should be emailed to email@example.com. Once the returned item/s is received back into Worlds Away in saleable condition, a credit will be issued to the customer’s account, minus a 25% restocking fee.
WHITE GLOVE DELIVERY: You or your receiving agent MUST INSPECT each item upon delivery, and any damages must be clearly noted on the carrier’s bill of lading before the driver leaves your location. Photos and notifications must be sent to firstname.lastname@example.org upon refusal of delivery. You can also submit our Online Claim Form. If damages are not noted at time of delivery, we have no recourse with our carriers, and no claims will be honored. White glove deliveries that are accepted by receiver of goods in good condition with signed Proof of Delivery will end all liability of Worlds Away to any claims.
FREIGHT & GROUND DELIVERY: All damage and quality issues must be reported to email@example.com within 5 days of receipt. All claims must be in writing and include: Worlds Away invoice number, photographs illustrating issue, bill to and ship to information, and stock number of item/s. To receive credit or replacement from Worlds Away, all original packaging must be used to return item/s. Worlds Away will NOT be able to process any claims that extend past the 5 day time frame. All authorized damages/returns will be issued a merchandise credit or replacement, subject to Worlds Away’s discretion.
***If items returned are found to be in acceptable condition commiserate with showroom standards, a restocking fee of 25% PLUS shipping charges will be assessed and must be paid prior to shipment of future orders.***
All items carry an acceptable variation due to the handcrafted nature of our products.