Transport and delivery
Livingroc.net - AXLOBE Interactive LLC Shipping and Freight Policy
To know accurately the shipping costs (US) of your order project to your home it is necessary to sign up a livingroc.net account or to be logged in. The rate will be calculated based on your order total weight and the distance to go from our warehouse in Houston Texas. Orders under 150 LBS will be shipped by FEDEX GROUND, and those above 150 LBS by LTL FREIGHT. If an order does not show the freight charge we can calculate your shipping and e-mail you with your total for your confirmation. We will not ship the order and charge it to your credit card unless we get your confirmation with your approval for any extra charges. Shipping to Alaska or Hawaii and all US territories and remote zip codes Unfortunately some US mainland remote areas (zip code) are not covered by our LTL delivery services (please call our customer service), but may deliver to the nearest warehouse. CANADA and some US territories are not included in the free ground freight on orders over $1700 excluding taxes (FEDEX and LTL). Please contact our customer service at 1-800-921-7969 for accurate pricing on all shipments going to Hawaii-Alaska-US territories and CANADA. We could have added the price of the average national transport on all of our prices and advertise "free shipping" as many of our competitors do, but we have chosen a different approach. At Living'Roc we want to show the true value of things by separating the freight transport. Therefore when we announce "Free Shipping" on orders over $1700 excluding taxes you can be sure to get a real discount.
FEDEX GROUND - LTL FREIGHT NATION WIDE - Delivery Schedules:
Our carriers work a five day business delivery schedule. LTL FREIGHT NATION WIDE does not deliver on the weekends. Shipping starts on the following day that order ships out. As an example if a product ships FEDEX GROUND (transit time 1 to 5 days) - example base on a 3 days transit) on Monday it should be delivered on Thursday. If the product ships on Wednesday it should be delivered on Monday. This example also applies to LTL FREIGHT NATION WIDE (transit time 2 to 9 days). If your order is over 150LBS LTL FREIGHT NATION WIDE will give you a call when the delivery is in your area to arrange a delivery appointment time with you. For an Address change fees of $16.00 would apply if shipment is already in transit. Please inspect all orders within 2 days.
LTL FREIGHT NATION WIDE:
It is your responsibility to check shipments before you sign for the product. You may also need help and tools to open packages (screwdriver, etc. ...) to inspect your product(s) condition and also to move them into your home.(especially if the packages are heavy - shower tray - patio furniture).
Once the product is signed for there is little we can do if the product is damaged. Even if the box is damaged but the contents appears in a good condition, you should have the driver make a notation on the receivers sheet before you sign for it. Once the box is signed for; the package is yours and without the notation there is little we can do.
If you sign for it and the contents of your package/shipment is actually damaged you will have to file a claim with the freight company if there isn't any notation on the receivers sheet. If there is any damage to the packaging what so every even if it looks minor it needs to be put on the receivers sheet before it is signed for. Please keep the original packing for inspection. In any case please call us at 1-800-921-7969 (customer service ) If the item is damaged inside of the packaging please refuse the order. By respecting that procedure we will be able to deliver to you (same item reference).
If possible, please take digital photos of the packaging and damaged goods. We will assist in filing a freight damage claim on your behalf.
NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the Bill of Lading. Shipping damage claims made more than 10 days after the receipt of products will be denied.
In the case of any FEDEX GROUND shipping damages, "DON'T WAIT", open your parcel as soon as you receive them. With any shipping damaged we should be notified immediately of any damages within 2 days of arrival of the parcel. We will need to know the exact nature of the shipping damage or defects. In some cases you might have to call the shipping company to initiate the pick up of the damaged product especially if you have signed for the package or if it was left at your door. We retain the right to have the defective or damaged part replaced at no extra cost to you. You have to retain the original packing for inspection.
NOTICE: We will require pictures of delivered damaged items before we can start the replacement process.
AXLOBE INTERACTIVE LLC - Livingroc.net reserve the right to either have a product considered damaged beyond repair and have the shipping company pick the product up, or to have replacement parts sent. The replacement parts will be shipped at our expense by standard ground freight.
At Living'ROC you do not have to worry about the delivery. Given the quality and value of our products, our carriers have been selected with great care to ensure the products transportation is in the best possible safety conditions.
Free delivery for any orders over $1700 excluding taxes ( one time per customer and per order = in case of any returns "exchange" the reship is not free of charge)
After recording your payment we prepare your order. Our transportation partner then contacts you to arrange a delivery time slot (daytime). The delivery is free if the total amount of your order is over to US $1700 excluding taxes.
We always offer a lift gate delivery on orders over 150lbs for your convenience. Remember, when you order, to advise the transporter the availability for the site by truck. You may also need help and tools to open the boxes tools / screwdriver, etc. ... to check the status of arrival of goods but also to move them at home (especially if the goods are heavy - shower tray or patio furniture).
Warning: We recommend that you check the contents of your order and the amount of packages delivered in front of the carrier before signing the receipt. Reserves are not admissible in case of damage or missing items. All original packaging must be kept for inspection.
Be very careful! If your delivery does not correspond to your order, or only in part, and if you find damaged products in transit, refuse the order and then contact us immediately by telephone so that we can fix the problem. If you accept your order despite the damage, no claim will be taken into account, despite the reservations that you may have written down on your order!
Absence during freight delivery: All deliveries require a signature. If you are absent when the goods are delivered, the delivery team will leave a card with a phone number to call to arrange another delivery date. Please note that additional charges will be added in the case of a second appointment between 150 and 300 USD pd before shipment is released.
Re-consignment: Once your order has been processed and shipped there would be a "Re-consignment" charge starting at $75 and up based on the address and zip code, on any order needing an address change.
Return and refund: We want you to be satisfied with your purchase. Otherwise, you can ask for, exchange or refund your purchase within 30 calendar days of delivery. This period starts from the date of delivery of the customer's order. All returns must be reported prior to our Customer Service and email to contact Livingroc.net.
If you're unsatisfied with what you've received, RETURN costs and RESHIP costs for any exchanges are always the responsibility of the consumers even for those who've been qualified for free shipping.. Living'ROC will refund or exchange minus shipping ( Custom quote) and restock fee of UP TO $75.00 per piece. Refund will be given maximum 30 days after the product is checked by the Living'ROC sales department.
Returns must be made in original packaging in perfect condition (foam inserts, cardboard box, in the original wooden crate, NO EXCEPTION WILL BE ACCEPTED) to our Nebraska warehouse, photos will be required of condition of product and packaging. We recommend the returned goods are insured + ALWAYS on a Pallet for freight (over 150lbs) shipment.. We will not be liable for any loss or damage during the return or damage related to a third party. Refunds will be made after receiving the items, a confirmation e-mail will be sent indicating the amount of the refund.
Our policy overview
« We want all our customers to be able to buy with confidence ; we will do our best to answer to your quality expectations ; in any situations, call us first before complaining somewhere else is a »Violations of this policy may result in a range of actions, including Feedback removal, cancellation of return requests, limits on overall buying activities on our websites, and account suspension. Demanding a partial or total refund or discount under threat of negative Feedback, low detailed seller ratings online, or opening a charge back case isn’t a behavior we allow. Unpaid items : It costs LivingRoc time and money and holds up inventory. The unpaid item policy helps create a safer and more successful buying and selling experience.