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Mission Statement
AM Merchandising, Inc.’s Policies & Procedures - January 2007
Happy New Year! We would like to start by thanking you for your continued business in the past. In order for us to work more efficiently and to be of better assistance to you, please take a moment to review the following procedures and keep them in mind when doing business with us.
• Order Processing We strive to have a 24-hour turn around time on orders. If you place your order before 2:00 pm, we will make every effort to ship it out that same afternoon. Orders placed after 2:00 pm will ship the following afternoon. During the busiest times of the year, it may not be possible to follow this timetable but we will certainly try. All orders must go through our office please do not place orders through the warehouse because it will significantly delay your order.
2) Payment Options, Order Discounts, Service Fee & Shipping
Payment Options Discount COD Money Order/Cashiers Check 4% Off Order Total COD Company Check (OAC) 4% Off Order Total ATM/VISA/MasterCard No Additional Disc AMEX/ Discover No Additional Disc Terms (OAC) Varies
Service surcharge of $5.00 on all orders that total less than $250. Freight is complimentary on orders that exceed $2500 in most cases.
• Will Call You are welcome to will-call merchandise Monday through Friday, 8:30 am to 4:30 pm. Please remember, we are closed every day from 12:00 pm to 12:30 pm for lunch. You may not “shop” the warehouse. For your safety and convenience, we ask that you remain in the designated office area. Placing your orders in advance will help us to assist you more efficiently! If product is not picked up within three days, your order will be canceled so the merchandise will be made available to other customers.
• Sales Administrator Pattie Anderegg and Randy Harcourt are here to assist you in placing orders, literature requests, etc., and may be contacted anytime you cannot reach your sales rep. Your sales rep will contact you prior to backorders being released.
5) Inventory Please be aware at the end of each month we take a physical inventory. All orders not picked up prior to inventory day will be cancelled. We will be unable to process any orders on either the first or last business day of every month in order to conduct inventory—NO EXCEPTIONS! Please ensure that you place your orders in sufficient time so you will not be out of product at this time in the month. We will post a reminder in our office approximately 1 week before inventory. Tentative Closing Schedule for Inventory – Subject to changes! January 31 st July 31 st February 28 th August 30 th April 2 nd October 1 st May 1 st October 31 st May 31 st November 30 th June 29 th December 31 st
6) Returns & Repairs You must submit a Return Authorization Form, available on our website or faxed upon request. Once we have received your request we will return your RMA number within the following business day. All packing materials, cords, parts, etc., must be returned in original box, in order for you to receive credit. Products that don’t meet these criteria will be returned to you. Product that has been discontinued or has been in service for any period of time should be returned to the nearest authorized repair station. If the product you wish to return doesn’t fall under the “initial defect” guidelines, please send it directly to an authorized repair station—sending it to us will only add an extra step that will significantly delay its turn-around time.
7) Credit The beginning of a good credit relationship is getting the needed information on the credit application. Please fill out the credit application, bank credit authorization, resale card and continuing guaranty completely—an incomplete application will delay your application. We can only grant a credit limit based on the information provided by you, your bank and your creditors. Accounts that are thirty days or more past due won’t receive any order or terms discounts that would normally apply; until the past due balance is paid off, all of their orders will be shipped COD and a portion of the past due will be added to the COD total. Bounced checks will be charged a minimum of a $24 service fee that will be added to your balance. If two bad checks are received within a 60 day period you will be sold on a COD Cashiers Check / CC basis for a minimum of 90 days. If you have questions regarding any credit issues feel free to contact our credit manager Melanie Davila at 707-644-7134
8) Freight Damage Unfortunately freight damage does occur both when items are shipped from the factory to us and from us to you. If you receive a shipment that is freight damaged you must sign for it as damaged and file a claim with the carrier. It does no good to return the merchandise to us because the freight carrier won’t work with us to issue a settlement. You may also refuse the shipment if you wish but once you sign for the shipment it becomes your responsibility to make a claim.
If you should have any questions or suggestions, please do not hesitate to contact us. Thank you for your cooperation in advance!
AM Merchandising Staff Meet the staff:
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