SHIPPING AND DELIVERY POLICY – PATENTED INSULATION

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At Patented Insulation, we understand that receiving your order in perfect condition and within a reasonable timeframe is an integral part of your shopping experience. Our Shipping and Delivery Policy has been designed to provide you with transparency, reliability, and peace of mind, from the moment you validate your cart to the moment you open your package. The following provisions detail our commitments and your rights regarding the shipment and delivery of products ordered through patentedinsulation.com.

1. ORDER PROCESSING AND HANDLING

As soon as you validate your order on patentedinsulation.com, we dedicate our full attention to processing it with the utmost care and efficiency.

Preparation Process: Each item is carefully inspected, packed, and protected before being handed over to our shipping partner. We pay particular attention to the quality of our packaging to ensure the integrity of your products throughout their journey.

Processing Time: The handling of your order (preparation, quality control, packaging) begins within a standard timeframe from the receipt of your payment confirmation, subject to product availability. During periods of high demand (holidays, sales, product launches), this timeframe may be slightly extended; we will notify you of any such delays through a visible notice on our website.

Business Days: All references to processing and shipping timeframes are understood to be in business days (Monday through Friday, excluding statutory public holidays). Orders placed on weekends or public holidays are processed on the next business day.

Shipping Confirmation: As soon as your package leaves our warehouse, you will receive a shipping confirmation email containing essential information about your order contents and the carrier used. This email marks the starting point for tracking your delivery.

2. CARRIER PARTNERS AND DELIVERY METHODS

We carefully select our carrier partners based on their reliability, network coverage, and quality of service. patentedinsulation.com collaborates with established and reputable carriers recognized for their professionalism in parcel delivery.

Available Delivery Options: Depending on your geographical location and the nature of the products, various delivery options may be presented to you during the checkout process. These options are clearly displayed in the dedicated section of our ordering process, along with their respective characteristics (standard service, express service, pick-up point, etc.).

Carrier Selection: Based on the option you select, your package will be entrusted to one of our partner carriers. We commit to choosing the provider best suited to your location and the type of product ordered. We reserve the right to change the initially planned carrier if this would improve the service or address an operational difficulty, provided that the chosen delivery option (standard, express, etc.) remains the same.

3. TRACKING YOUR PACKAGE

Transparency is at the heart of our commitment. Once your order has been shipped, a unique tracking number is assigned to your package.

Accessing Tracking: This number is included in your shipping confirmation email. You can also find it by logging into your customer account on patentedinsulation.com, in the “Order History” section.

Tracking Platform: By clicking on the link provided, you will be directed to the carrier’s tracking platform, which displays the real-time status of your package: pickup, transit, arrival at the local distribution center, and delivery confirmation.

Notifications: Depending on the carrier and the chosen option, you may receive additional notifications (via SMS or email) at each key stage of your package’s journey. We recommend checking the tracking information regularly to anticipate the arrival of your order.

4. DELIVERY AND RECEIPT OF YOUR PACKAGE

On the scheduled delivery day, the carrier will make a first attempt to deliver your package to the address you provided when placing your order on patentedinsulation.com.

Signature Requirement: For packages requiring a signature, an adult must be present to receive and sign for the delivery. The carrier may also offer alternatives (delivery to a neighbor, pick-up point, or a second attempt) according to their internal procedures.

Special Instructions: You have the option, when placing your order, to leave specific instructions regarding delivery (for example, a secure drop-off location). These instructions are transmitted to the carrier for informational purposes only; however, we cannot guarantee that they will always be followed, as this depends on the driver’s assessment and local constraints.

Pick-up Point Delivery: If you have opted for pick-up point delivery, you will receive a notification as soon as your package is available at the chosen location. You will then have a specified period to collect your order, after which the package will be returned to the sender.

5. ABSENCE DURING DELIVERY

If you are not present when the driver calls, they will typically leave a delivery notice. This notice informs you of the steps to take to retrieve your package:

  • Second Attempt: The carrier may make one or more additional delivery attempts on subsequent business days.
  • Pick-up Point Retrieval: In many cases, the package is deposited at a nearby pick-up location. You will receive the address and opening hours of this location.
  • Return to Warehouse: After a certain period (usually indicated on the delivery notice), an unclaimed package is returned to our warehouse. We strongly recommend following the carrier’s instructions carefully to avoid any return.

6. DELIVERY ISSUES

We are aware that unforeseen events can occur during transportation. Our team is available to assist you in resolving any incident.

Damaged or Opened Package: If you notice that your package packaging is visibly damaged, opened, or has been repaired, we strongly advise you to note your reservations with the driver at the time of signing. You may also refuse the package if it appears severely compromised. In all cases, we invite you to contact us without delay through the dedicated channels on patentedinsulation.com so that we can open an investigation with the carrier.

Lost or Undelivered Package: If your tracking information indicates “delivered” but you have not received your package, or if no new information appears for several days, please inform us immediately. We will then open a claims procedure with the carrier. This procedure may take some time, during which we will remain in contact with you to keep you informed of progress.

Incorrect Address: The accuracy of the delivery information you provide is your responsibility. If you notice an error in the delivery address after placing your order, contact us as soon as possible. If the package has already been shipped, we cannot guarantee that we will be able to modify the address, but we will do our best to assist you with the carrier.

Delivery Delays: While we work with carriers recognized for their punctuality, delays may occur for various reasons beyond our control (extreme weather conditions, strikes, customs issues, traffic congestion, etc.). In the event of a significant delay, we commit to informing you and making the necessary efforts with the carrier to expedite the process. A delay does not entitle the Customer to cancel an order or claim damages, except as provided by law.

7. CUSTOMS AND INTERNATIONAL CHARGES (OUTSIDE FREE-TRADE ZONES)

For deliveries to destinations outside the free-trade zone (for example, outside the European Union), customs formalities may apply.

  • Customs Declaration: We declare the actual value of the products on customs documentation, in compliance with applicable regulations.
  • Additional Charges: Customs duties, local taxes, or administrative fees may be charged by the authorities of the destination country or by the carrier. These charges are exclusively the responsibility of the Customer, as they are not included in the product price or our processing fees. We recommend that you inquire with the customs services of your country before placing an order to determine any applicable amounts.
  • Customs Hold: Customs clearance may prolong the delivery timeframe. We have no control over these procedures and cannot be held responsible for customs-related delays.

8. SHIPPING SECURITY AND INSURANCE

All packages shipped from patentedinsulation.com are covered by transport insurance against loss, theft, and physical damage, in accordance with the general terms and conditions of our partner carriers. This insurance covers the package from the time it is picked up until it is delivered to the final recipient.

In the event of a claim, we commit to collaborating with the carrier and insurance providers to facilitate the handling of your case and, if applicable, to proceed with the reimbursement or re-shipment of your order.

9. CHANGES TO THIS SHIPPING POLICY

Patented Insulation reserves the right to modify or update this Shipping and Delivery Policy at any time. Changes become effective upon publication on patentedinsulation.com. Any order placed after such publication is subject to the version of the policy in effect. We encourage you to review this page periodically to stay informed of any potential changes.