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All shipments will be delivered at curbside ONLY. For inside, upstairs, guarantee, or residential delivery, an additional fee will be applied and you MUST request at the time of the order submission. Also the delivery service does not include set up, installation, or removal of the materials. Deliveries are made during business hours Monday through Friday. You MUST inspect your items, box, packaging, pallet…, to make sure there are no damages before you sign on the bill of lading (BOL/Proof of Delivery Receipt). If you see any damage to the shipment, please take as many pictures as you can and note damaged items on the delivery receipt (Make sure you keep a copy for your reference), and contact us immediately (1-877-322-7827). By signing on the delivery receipt/BOL without any note of damages, you (receiver) are agreed with shipper that the merchandise are received in good condition.
You need to provide us a following of documents:
If you did not sign or make any statement of damaged on the BOL/Proof of delivery receipt, we will NOT guarantee your parts will be replaced until we conduct an investigation which may take up to 4 weeks or longer. You need to keep the damaged product up to 30 days or longer during claim investigation process. Please visit our website at www.newstarsspa.com for more details.