COMPONENT AND ACCESSORIES ASSEMBLED CONVEYOR BELTS INTRALOX SHIPPING AND EMERGENCY SERVICES All belts, stock components and accessories shipped through Intralox, L.L.C. Europe s preferred carriers will be shipped as standard Delivery Duty Paid, with exception of emergency orders placed after normal business hours. Our DDP pricing covers all. For shipments outside please verify with our Customer Service. Components and accessories include, but are not limited to: Mold-to-Width Chains, Sprockets, Belt Modules, Knuckle Chain, Rods, Finger Plates, Wearstrip/Corner Tracks, Flight Modules, Sideguard Modules STOCK INVENTORY SHIPMENT GUARANTEE Intralox guarantees same/next day shipment of stock components and accessories or we will ship them via express carrier at no additional charge. Orders placed before 15:00 C.E.T. will be shipped by 17:00 C.E.T. the same day. Orders placed between 15:00 and 17:00 C.E.T. will be shipped the following business day. For orders placed after normal business hours a NET service charge of ZAR 940 applies, in addition to freight charges (See After Hours Emergency Service ). NON-STOCK INVENTORY SHIPMENT GUARANTEE Non-stock components and accessories are not included in our Same/Next Day Shipment Guarantee. Contact Customer Service for availability and lead times on non-stock and modified components and accessories. Intralox guarantees the promised ship date on all belts or we will pay to ship your order via our express carrier at no additional charge. Belts assembled from stock components and accessories will be shipped within seven (7) business days after the order is placed. Please note that lead-times on Newly Released Products may vary (see Newly Released Product ). For special belts and mold-to-order belts, please consult your Customer Service Representative for availability and lead times. Lead times vary for belts built from non-standard, non-stock components. Contact Customer Service for service options available for these belts and our Newly Released Products (see Newly Released Products section).
Policy Statement Page 2 of 6 EXPEDITING SERVICES FOR ASSEMBLED CONVEYOR BELTS In certain emergency situations, it may be necessary to repair or replace a belt quickly. Intralox is committed to providing the most reliable expedited shipping services backed by the strongest guarantees available in the industry. TYPES OF EXPEDITING SERVICES¹ 3-Day Service Belts and accessories will be ready to ship by the third (3) business day (Monday through Friday, excluding holidays) following the day the order is placed. An expediting fee of 10% of the Industrial User Price is added to the order. Minimum fees may apply. Please check with Intralox will send your order via express freight directly to your plant location². Next Day Service Belts and accessories will be ready to ship by express carrier the following business day provided that the order is placed between 12:00 noon and 17:00 C.E.T. An expediting fee of 20% of the Industrial User Price is added to the order. Minimum fees may apply. Please check with Intralox will send your order via express freight directly to your plant location². Same Day Service Belts and accessories will be ready to ship by express carrier the same day provided that the order is placed before 12:00 noon C.E.T. An expediting fee of 20% of the Industrial User Price is added to the order. Minimum fees may apply. Please check with Intralox will send your order via express freight directly to your plant location². After Hours Emergency Service An English-speaking Customer Service Representative will be available to take your emergency orders after regular business hours. An expediting fee of 30% of the Industrial User Price is added to the order. Minimum fees may apply. Please check with All belts and accessories will be shipped ex works Amsterdam. Freight charges will be added to your invoice. Intralox will do its utmost to have the shipment ready for pick up by the carrier as soon as possible. The After Hours Emergency Service applies to non-special belts built from stock components and stock accessories. EXPEDITING SERVICES GUARANTEE Intralox guarantees that our Same Day, Next Day and 3-Day Service belt orders will be available for express shipment on time. If Intralox does not make a belt available for shipment on time, and extraordinary shipping arrangements by Intralox, at Intralox s option, do not place the customer in as good a position as if Intralox had made the belt available for shipping on time then the belt, stock accessories and freight are free of charge and the expediting fee is waived. This Guarantee is available to End Users, Original Equipment Manufacturers, and Fabricators. This Guarantee is limited to a maximum amount of 75,000 Rands per day, per customer, and is subject to a Substantial Performance provision (see General Policies ).
Policy Statement Page 3 of 6 EXPEDITING SERVICES FOR ASSEMBLED BELTS continued This Guarantee is available only on belting assembled from stock components and shipped with stock accessories. This Guarantee is not available for belts containing machined parts. Special policies apply to Newly Released Products (see Newly Released Products and General Policies ). Expediting fees will be reimbursed in addition to the amount refunded under the terms of this Guarantee. For the After Hours Emergency Service, if the order does not meet the order specifications, the belt and accompanying accessories are free and the expediting fee is waived (up to a total of 75,000 Rands per day per customer). For the After Hours Emergency Service, time of shipment is per customer preference and depends on courier/ flight availability. Intralox will make every effort to have the order available for shipment. CONFIRMATION PROCEDURES A confirmation of all expedited service orders will be faxed or emailed immediately. If for any reason the confirmation cannot be faxed or emailed, the order will be confirmed verbally via telephone. All Guarantees apply only to the information contained on the order confirmation. Requests for changes to 3-Day and Same/Next Day emergency orders must be made within one (1) hour of the time of the fax transmission, email or verbal confirmation. We cannot allow any changes or cancellations for After Hour Emergency Service orders. Because Intralox begins production on these orders immediately, a restocking fee will apply if notification is not received within the prescribed time frames. SHAFTS Intralox does not guarantee shaft orders. At the time of the order, a ship date will be quoted and every effort will be made to ship as quickly as possible. From receipt of a confirmed order, complete with final dimensions and specifications, shafts are normally shipped within ten (10) working days, or by an agreed shipment date. Machined shafts can be changed or cancelled up to the end of the next business day after placement of the order. As of the second business day shaft orders cannot be changed or cancelled. Shafts are custom machined and therefore not returnable, and are not covered by our Expediting Services Guarantee. NEWLY RELEASED PRODUCTS - INTRODUCTORY POLICIES New Belts and Chains are often released using introductory tooling (i.e., before high volume production tools are available), so their standard lead-time is fifteen (15) working days. Intralox guarantees shipment by the promised date or we will pay to ship your order via our express carrier at no additional charge. The following introductory policies apply:
Policy Statement Page 4 of 6 NEWLY RELEASED PRODUCTS - INTRODUCTORY POLICIES continued In production breakdown situations, standard emergency services are available, backed by our 75,000 Rands Expediting Services Guarantee. The emergency belt must be no greater in length than and otherwise identical to the belt originally purchased. In all other situations, Intralox guarantees the promised ship date or we will pay to ship your order via our express carrier at no additional charge. We expect to move most new products into full release within 90-120 days, at which point these Introductory Policies no longer apply. To check the status of a particular new product, please ask your Intralox Customer Service Representative. GENERAL POLICIES ORDER CHANGES AND CANCELLATIONS FOR STANDARD LEAD-TIME BELT ORDERS Order changes and cancellations for standard lead time belts may be made at no additional charge by the end of the business day following the day the order is placed. Order changes and cancellations made beyond the second business day will incur a 30% restocking fee on the belt portion of the order and 20% on the accessory portion of the order. Minimum fees may apply. Please check with See Returns section for items which are non-returnable and, therefore, cannot be re-stocked. The order may be assigned a revised ship date. ORDER CHANGES AND CANCELLATIONS FOR EXPEDITED SERVICE ORDERS Order changes and cancellations for expedited belts may be made at no additional charge as detailed in the Confirmation Procedures section. Order changes and cancellations made after the deadlines outlined in the Confirmation Procedures section will incur a 30% restocking fee on the belt portion of the order, and a 20% restocking fee applies to the accessory portion of the order. Minimum fees may apply. Please check with See Returns section for items which are non-returnable and, therefore, cannot be re-stocked. All applicable expediting fees are non-refundable and non-transferable. The order may be assigned a revised ship date. CHANGES AND CANCELLATIONS FOR AFTER HOURS EMERGENCY SERVICE After placement of the order Intralox cannot allow any changes or cancellations. SHORTAGES Any shortage must be reported no later than 30 days from the invoice date.
Policy Statement Page 5 of 6 GENERAL POLICIES continued RETURNS A Returned Materials Authorization (RMA) must be requested from Customer Service within 90 days of the original ship date. Goods must then be returned within 30 days of the RMA date. Materials will not be accepted at our receiving dock without an RMA. Returned materials must be in like-new, clean and resalable condition. Qualified credit will be issued upon receipt and inspection of the materials in our warehouse. A 30% restocking fee applies for belts built from stock components. Belts with cut-down flights and insert rollers will incur a 50% restocking fee. A 20% restocking fee applies for accessory items. All expediting fees are nonrefundable and non-transferable. Mold-to-order (MTO) products, belts with non-standard configurations, and all specially machined items are not returnable. Return freight costs must be prepaid. NON-RETURNABLE ITEMS The following items are not restockable and, therefore, may not be returned: Machined parts, such as flights with more than one notch, shafts, scrolls, pusher bars, etc. Specialty molded items (MTO), such as belts made from non-stock materials and colors, or special belt configurations (SBs). Items with visible wear and tear. COLOR STATEMENT Actual belt color may vary slightly from belt samples or from one product run to another. These slight variations are cosmetic in nature and do not impact belt performance. SUBSTANTIAL PERFORMANCE Intralox provides the very best products and services available in the conveyor belt industry. The Intralox Expediting Services Guarantee is our customers assurance that Intralox can and does consistently deliver. Our performance goal in all customer services is Zero Defects. Practicality, however, dictates that our Expediting Services Guarantee for expedited products be one of substantial performance. Intralox defines substantial performance as shipping an order that is complete enough (i.e., lacking no essentials) to enable our customers to reach operational status. Any action necessary to correct the original order will be made immediately at Intralox s expense and the expediting service fee for the entire order will be waived. The following specific exclusions also apply to the Intralox Expediting Services Guarantee: Nonperformance due to extraordinary circumstances beyond Intralox s reasonable control. Newly Released products
Policy Statement Page 6 of 6 GENERAL POLICIES continued CARRIERS While Intralox does commit to ship as agreed, we cannot commit to a specific arrival date because we have no control over carrier availability or performance. To some destinations, the maximum length or volume constraints from our carriers may make it impossible to ship by Express (Air) Service. Please call Customer Service for additional information or alternative shipping methods. CUSTOMER SERVICE AVAILABILITY You can reach Intralox Customer Service Representatives from Monday through Friday by calling the Intralox toll-free number for your country. After normal business hours, including weekend and national holidays, an English-speaking Intralox Customer Service Representative is available. Please visit our website (www.intralox.com) for the appropriate Customer Service contact numbers for your country FOOTNOTES ¹ Customers from who are on pre-payment terms are excluded from this service. ² Our arrangements with express forwarders allow us to deliver door-to-door the next day to 95% of our customers. Express delivery to some remote areas, however, may take longer. Please check with 2017 Intralox, L.L.C. 52574_ENGLISH