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| Its not very often we get returns - Rooster quality is topnotch and the size charts are pretty
accurate, but if you do need to return goods for exchange or refund,
please follow these directions carefully. |
Returning goods - applies to all customers wherever located
- Contact JDE Marine by e-mail (rooster@jdemarine.com)
or by phone (1-800-667-4849 – leave a voice mail if we not
available) describing the issue you have with the product – sizing
or warranty, etc. Please do not send the product to us
unannounced for reasons you will see below.
- We will contact you as soon as
possible to discuss the issue and, if appropriate, send you a
Returned Merchandise Authorization (RMA) form which must accompany
the goods back to us. The next steps depend on whether you are
located in Canada, the USA or another country.
Returning goods from elsewhere in Canada to
Edmonton, Alberta
- After receiving your RMA form,
simply pack up the goods with appropriate packing (damage is at your
risk!) and ship it using Canada Post Expedited Parcel Post.
This will allow the goods to be tracked and confirm you have shipped
the goods and that we have received them. If you are returning
DVDs or smaller value goods like clew straps, however, you can use
letter post if the envelope meets Canada Post size and weight
limitations.
Returning goods from USA and other countries to
Canada
- We will send you via e-mail an RMA
form and a copy of your "PAID" invoice. Pack up the goods,
again with appropriate packing, and attach a copy of your "PAID"
invoice in a document enclosure on the outside of your package. It
is very important you follow these directions. Unless these
instructions are followed closely we will refuse to accept any
returns and all associated costs will be to your account. Returned
goods from another country must contain proof to Canadian customs
officials that the goods have been previously exported.
- Mark clearly on the package
“CANADIAN GOODS RETURNING – DUTIES AND TAXES ALREADY PAID”.
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Send the products via US
Postal Service.
Do not use FedEx Ground or
UPS Ground because they will charge extra for brokerage
fees that are normally included on air shipments. This is a big
money earner for these companies. To put it bluntly they are
ripping you off. The brokerage fees on ground courier
shipments are based on the value of the goods. If the
goods arrive unannounced we will refuse to accept
them to avoid the excessive brokerage fees.
- Canada Post will
us charge a handling fee of $5.00 unless the declared value is less
than $20 CAD (approx $16.00 US).
- On receipt of
your goods, we will exchange, refund or replace as appropriate -
assuming they are in as-new and unused condition. Don't think
you can go sailing and then return them! We will also refund
your shipping charges if the problem is our fault.
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