Damaged/Missing Items – Common Carrier
If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:
Note it clearly on the delivery receipt before signing
Keep your copy of the delivery receipt
Contact us within 1 business day
Keep the damaged packing materials for inspection
Take pictures of the damaged items and packaging
Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable condition.
Damaged/Missing items – Ground
Great care is taken when packing your order, but on rare occasions damage may occur or an item may have been missed. Upon receiving your order, please inspect it for any damages or missing items. If any part of your order is missing or damaged, please keep the items and packaging, and contact us within 5 business days of receiving your order so we can find a solution for you! Pictures of damage may be requested to help with the process.
We’re dedicated to getting your order to you as fast as possible, so our warehouse strives to have orders processed and ready to ship within 1-2 business days (Monday through Friday, 8:00 a.m. to 4:30 p.m.). Most products ship from France. However, some items will be shipped directly from our manufacturer, in which case the delivery times may vary. Common carrier deliveries range from 1 to 10 days for delivery, depending on your proximity to the shipping origin. Ground shipping can take anywhere from one to seven days. All delivery times are estimates.
For additional shipping charges, Second Day guarantees delivery of your order by the end of the second business day from when the order was picked up from our warehouse. Next Day guarantees delivery of your order by the end of the next business day after your order was picked up from our warehouse. Expedited shipping is not an option for common carrier shipments.
We also ship to U.S. based freight forwarders for larger orders; however, you would be responsible for contacting them to set up an account before placing an order. Please note freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges. We are unable to accept and load customer containers directly from our warehouse locations. Unfortunately we are unable to ship to PO, APO/FPO boxes or Viabox at this time. If a shipping carrier deems your address inaccessible for delivery, they will make final delivery at the closest shipping terminal or return the shipment to us. If you are concerned about delivery to your address, please contact us before placing your order!
In addition to the France and Europa, we can ship most items via TNT Express/UPS to the following countries:
Trinidad and Tobago
US Virgin Islands
Errors in Shipment
Great care is taken when packing your order, but on rare occasions errors may occur. If there is an error with any part of your shipment, please contact us within 5 business days of receiving your order so we can find a solution for you!
While we put our best effort into making sure your items arrive on time, there are rare occasions where our carriers will lose a shipment. In these situations, it’s our highest priority to find your items and will work with the carrier to do so. For ground shipments, a trace will be started with the carrier that is delivering your shipment. If there is no movement on the tracking, the terminals that your package went through will be checked. If your shipment is delivered but you do not have the package, the driver that delivered the package will be asked to confirm where it was delivered to.
For common carrier shipments that are lost in transit, our Traffic team will begin a dock check with the carrier company, and the terminals that the shipment was moved through will be checked for the lost product.
Methods & Charges
Nine Six One ships the majority of its products via GLS, TNT, UPS or another parcel carrier. However, for certain large and heavy items, a common carrier freight service is used.
Shipping charges for common carrier and small package items are calculated by factoring in the weight, dimensions, and shipping distance.
Nine Six One strives to offer you the best price that we can. Some online retailers may offer “free” shipping but upon closer scrutiny, most customers find that our price is still one of the best out there even when shipping charges are added in! Some of our items do ship for free, and are denoted as such on our site. In this case, we’re simply passing along savings from the manufacturer to you!
The vast majority of our products can be shipped with a parcel carrier to a residential address. Bear in mind that these carriers charge more to ship to a residential address versus a commercial address. This difference is usually several dollars, but varies by region, and will be reflected in your shipping charges.
Packaging that is used during shipment is designed to keep the contents of your order safe from damage or mishandling of products. On occasion a shipment will be received with damage to the packaging. Because the packaging is designed to protect the products that we ship, compensation will not be offered for packaging damage. If the actual items in your shipment are damaged, please contact us right away so we can arrange for compensation or replacement. Occasionally we will ship items in recycled boxes which may contain descriptions unrelated to the products inside in an effort to be more eco-friendly. This practice also allows us to cut costs on packaging which then is reflected into lower prices on our items. Be sure to inspect the actual items inside of the packaging before refusing a shipment due to incorrect information on the boxes.
Shipping to Residential Addresses
Commercial equipment ordered for installation in a residential location may be placed on hold for review. Equipment is made to comply with commercial codes and therefore can be inappropriate, unsafe, and unintended for use in a home environment. Use outside of a commercial application may void the warranty. You will be notified as soon as possible if there are questions regarding the application of your commercial equipment. We reserve the right to deny shipment for residential usage.
While we do try to consolidate shipments as much as possible, we cannot guarantee every item will ship together due to where items are sourced from. If multiple shipments of your order are required, the full amount of the shipping costs will be charged in the first shipment. If you want part of your order sent expedited and the other part sent using standard Ground, please place two separate orders.