(1) Shipping Policy
When ordering a product from Lincoln Mobility, customers will receive an estimated transit time. This is not the same as a lead/build time. The lead/build time is the amount of time it takes to build or prepare a product prior to shipping. Transit time is based on the average duration it takes freight carriers to move a shipment from a warehouse facility to the end destination. These transit times are always averages; a shipment delivery within 2 days of the estimated transit time is considered on time and acceptable. Please note that transit times can be delayed by holidays and/or adverse weather conditions.
Orders Required by a Specific Date
If a product is required within a set time frame, the customer must not only request expedited order processing, but also a guaranteed shipping service. Please note that extra charges may apply to guaranteed shipping.
Cancellation of Orders After Shipment of Product
When an order has been cancelled after the product has shipped, but not yet delivered, the customer must do the following:
- Notify Lincoln Mobility at firstname.lastname@example.org or (402) 421-8800 of the cancellation.
- Refuse the shipment, signing the delivery receipt with “Order Cancelled.”
The customer will be responsible for (a) freight charges in both directions, and (b) a restocking fee of 15% (25% for a Golden PR-502). Custom orders may not be eligible for cancellation after shipment.
Reconsignment for Change of Destination
If an order has shipped to the incorrect address, please refuse the shipment, signing the delivery receipt with “Wrong Address.” Please then contact Lincoln Mobility at orders@LincolnMobility.com or (402) 421-8800 to request reconsignment. If the original shipping address was entered incorrectly through no fault of Lincoln Mobility, the customer will be responsible for all additional shipping charges.
If a customer refuses any shipment without first getting approval and a Return Authorization number from Lincoln Mobility, he or she will be liable for all freight costs and a restocking fee.
(2) Receiving Policy
Despite taking all possible precautions, freight damage can occur during shipment. We at Lincoln Mobility understand the stress and anger at receiving a freight-damaged product, so we have implemented policies to ensure that freight damage issues can be handled quickly and efficiently.
There are four categories of freight damage, into which most situations will fall: (a) Visible Damage, and (b) Concealed Damage.
The most important thing for the customer to remember about our receiving policy is this: do not sign the delivery receipt until every step of the Lincoln Mobility Receiving Policy has been completed. If the customer signs the delivery receipt before following the Lincoln Mobility Receiving Policy and an issue is discovered, he or she may limit the options available to resolve the issue. Lincoln Mobility recommends that shipments be inspected immediately upon delivery. If freight damages are found, please notify Lincoln Mobility immediately at orders@LincolnMobility.com or (402) 421-8800.
(a) Visible Damage
Visible Damage is damage that is clearly visible on the box. Under the Lincoln Mobility Receiving Policy, every box in a shipment must be examined for damage. Any cuts, bends, or tears in a box should be noted on the delivery receipt. By notating box damage on the delivery receipt, the customer allows Lincoln Mobility recourse against the freight carrier for any damage he or she may find on the product inside the box. This recourse is essential to offsetting any loss Lincoln Mobility may incur for repairing or replacing the damaged product. Per the Lincoln Mobility Receiving policy, failure to inspect visibly damaged shipments may limit the options available to resolve the damage issue; if a visibly damaged shipment is not signed for as “damaged,” Lincoln Mobility cannot issue a replacement free of charge. Lincoln Mobility will be glad to either replace the product with charges for freight or replace the unit at no charge.
If the box appears to have suffered substantial damage, the customer has the right to open the box and inspect the shipment prior to signing for it. The damage visible on the box must warrant inspection, however; unless a box is clearly and severely punctured, crushed, torn, or otherwise in disrepair, inspection prior to signing is at the freight carrier’s discretion.
(b) Concealed Damage
Not all freight damage will bear the marks of misuse on the box. In instances where damage is discovered upon opening the box, the customer must contact Lincoln Mobility within 48 hours of the delivery. Lincoln Mobility can guarantee full assistance only to customers who report concealed freight damage within 48 hours of delivery. For products reported as damaged upon delivery within 48 hours, Lincoln Mobility will:
Send the customer parts necessary to facilitate repair (at no cost), or
Return the product for in-house repair (at no cost), or
If a unit cannot be replaced after in-house inspection, Lincoln Mobility will replace the unit (at no cost).
Please note that Lincoln Mobility will waive costs only if the Lincoln Mobility Receiving Policy is followed as listed above.