WARRANTY, SHIPPING & RETURNS
This warranty is made between Rowland Emergency and the original Purchaser. The parties agree that only the courts of the Province of Ontario, Canada shall have jurisdiction to adjudicate any dispute arising under or in connection with this Agreement. Rowland Emergency warrants that its hardware will be free from defects in workmanship and materials under normal use for a period of one (1) year from the date of initial invoice. During the warranty period, the hardware will be repaired or replaced, without charge to the customer for parts or labor. The parts may be repaired or replaced with new or refurbished parts, and the product may be replaced with a new or refurbished product. Refurbished parts and products are those that have been restored to factory specifications. If the hardware is repaired or replaced during the warranty period, the warranty period for the repair or replacement will expire one (1) year after the date of repair or replacement. Upon Rowland Emergency’s request, Purchaser shall return any defective part or product to Rowland Emergency’s shipping warehouse (freight prepaid by Rowland Emergency) for which an original Purchaser makes a warranty claim. Warranty claim return request must be provided via email to orders@rowlandemergency.com and must be approved prior to returning the defective product.
If the hardware is repaired or replaced after the warranty period has expired, the warranty period for the repair or replacement will expire one (1) year after the date of repair or replacement, and the customer will be responsible for the expenses incurred (including, but not limited to, parts, labor, removal, packing, transportation, and reinstallation). This warranty does not cover repair or replacement of any hardware or part thereof that has been damaged by misuse, moisture, liquids, proximity or exposure to heat, vehicle accidents, abuse, noncompliance with the instructions supplied with the hardware, neglect, or misapplication. The warranty also does not cover physical damage to the surface of the hardware.
Any improper use or alteration or repair by unauthorized service providers in such a manner as in Rowland Emergency’s judgment affects the product materially and adversely, shall void this warranty. Any repair of Rowland Emergency’s products using parts not provided or authorized by Rowland Emergency shall void this warranty and exclude any type of responsibility to the product or the use of it. No employee, distributor or manufacturing agent or representative of Rowland Emergency is authorized to change this warranty in any way.
Expected Service Life:
Rowland Emergency’s cot mounting products are designed for a five (5) year expected service life under normal use conditions, and with appropriate periodic preventative maintenance as described in the manual.
Shipping:
Free Shipping for Canada and Continental US
Rowland Emergency is pleased to offer free standard shipping to customers in Ontario with purchases totaling $250 or more.
As a trusted provider of shipping services across Canada, the United States, and international borders, our experienced warehouse staff will ensure that your package arrives at its destination within a timely manner, typically within a week or so, with no complicated processes for you to navigate.
We will handle all aspects of shipping, including customs and handling fees, so you can rest assured that your package is in good hands. Please note that shipping times may vary based on location within the United States, excluding Hawaii, Alaska, and Puerto Rico, and can range from 3 to 5 days depending on your location.
E-Commerce / Shopify
Please be advised that for online orders from Rowland Emergency, the following shipping rates will apply: a flat fee of $40 for orders shipped to Canada, and a flat fee of $100 for orders shipped to the continental United States. Kindly note that these rates are subject to change without prior notice.
Rowland Emergency Return Policy:
NOTICE: This policy is applicable to all Rowland Emergency manufactured products, Stryker parts, and EMS inventory parts and accessories.
Manufactured products, Stryker parts, and EMS inventory parts and accessories may be returned within 45 days of invoicing if:
- The product(s) is not what was originally ordered
- The product(s) is not compatible with the equipment on which it was to be installed
- Product(s) must be undamaged and in their original packaging.
- The product return request must be provided via email to orders@rowlandemergency.com and must be approved prior to returning the product(s).
- Returns will not be approved on modified or damaged item(s).
Charges may apply if damaged or missing item(s).
The customer is responsible for a 25% restocking fee.
Please note that claims for any short orders or broken parts during shipping must be made within seven (7) days of receipt of item(s).
Return Authorization
The product return request must be provided via email to orders@rowlandemergency.com and must be approved prior to returning the product(s).
Rowland Emergency reserves the right to charge restocking fees on returned item(s).
SPECIAL, MODIFIED, OR DISCONTINUED ITEMS ARE NOT SUBJECT TO RETURN.
Policy on Damaged Merchandise
According to International Chamber of Commerce (ICC) Regulations, claims for damaged merchandise must be filed with the carrier within fifteen (15) days of receiving the merchandise. If any damage is observed upon delivery, please ensure that it is noted on the delivery receipt at the time of receipt. Do not accept any damaged shipments if such damage is not noted on the delivery receipt. If notified promptly, Rowland Emergency will file a freight claim with the appropriate carrier for any damages incurred, with claims being limited to the actual replacement cost. However, if Rowland Emergency does not receive this information within fifteen (15) days of merchandise delivery, or if damage was not noted on the delivery receipt at the time of receipt, the customer will be responsible for full payment of the original invoice.
International Return Policy
Please note that the policy above only applies to Canadian and US orders. Policies outside Canada and the US may vary depending on the country. For further information, please contact orders@rowlandemergency.com.
Questions?
If you have any questions regarding our return policy or warranty, please do not hesitate to contact our Customer Service team at orders@rowlandemergency.com.
Shipping cost: Shipping charges* for your order will be calculated based on the order value. Refer to the chart below for shipping charges.
|
ORDER TOTAL |
Any |
|
CANADA STANDARD (GND) |
$40.00 |
|
USA STANDARD (GND) |
$100.00 |
*Shipping charges are subject to change at any time without prior notice.
|
ORDER TOTAL |
Under $250.00 |
Over $250.00 |
|
ONTARIO, CANADA STANDARD (GND) |
$40.00 |
Free |
*Shipping charges are subject to change at any time without prior notice.
Shipping delivery: You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
Courier - UPS (GND)
|
USA |
Up to 9 business days |
|
Canada |
Up to 9 business days |
*Shipping times are subject to fulfillment of order.
Return Policy
Rowland Emergency stands behind the quality of our products. If you are not satisfied with your order, you may return it within 45 days of the invoice date. To start a return process, please call 1-877-ROWLAND.
Note: We reserve the right to limit returns on large-quantity orders or seasonal closeouts.
Start a return
Call us at 1-877-ROWLAND
Refund information
Once your return is approved, we’ll issue a refund for the full purchase price (including taxes ) of the item on your original method of payment. Please note that taxes are also applied to shipping fees (in case of paid shipping). Shipping fee and any tax paid on shipping is non-refundable. You’ll receive an email when your credit has been processed, generally within a week of when we receive your return.
Exceptions
Rowland Emergency reserves the right to limit or suspend its refund or return policy in circumstances of excessive use, abuse, or suspected fraud. We do not price match or offer price adjustments on any sale items.
Exchanging an item
For the best selection, please place your replacement order online or contact 1-877-ROWLAND for assistance. If you contact us first, we will waive any standard shipping charges on your replacement order. Your payment method will be charged for the new order, and your original order will be credited after you return the items.
Replacing damaged or defective items
If you received an item that was damaged in shipping, please contact us for instructions and an expedited replacement order. We are unable to repair damaged or defective items shipped to our returns center.