Shipping & return Policies
As the buyer, you are responsible for all shipping-related charges. Standard shipping terms are F.O.B. Shipping Point, and freight is billed as Freight Collect. Buyers are to provide a valid 3rd Party freight billing account at the time the order is placed. If you do not have a valid shipping account, freight can be added to domestic orders via UPS ground (PO Boxes are not valid). This option must be paid in advance of shipping. (You must provide a valid shipping address for those orders being shipped by common carrier. Title Transfer and Risk of Loss pass to the Buyer with delivery to a common carrier or agent.
If a Buyer provides an incorrect or invalid UPS or FedEx account number, they will be responsible for any fees that are charged back to Hoffmaster. If a Buyer fails to pay these fees they will not be able to place orders or receive further shipments until their account is cleared.
Hoffmaster Group, Inc. / Aardvark Paper Drinking Straws are not responsible for any additional fees, including but not limited to VAT, other taxes, duties, brokers or customs charges. International shipments will be insured at the buyer’s expense.
Orders are fulfilled subject to demand. Lead times are published as follows and may be amended from time to time, without further notice. An Aardvark representative will inform you of any changes to the published Lead Times when the order is placed.
Lead time for Custom Orders is typically within 3-4 weeks.
Lead time for New Custom Items is typically within 4-5 weeks.
Due to Health and Safety concerns, we have a No Returns policy once the Product has left the custody of Hoffmaster Group, Inc. / Aardvark Paper Drinking Straws. The only exception to this policy is where a claim is made for a defect in materials or workmanship.
Product Replacement Circumstances:
Should an item be found to be defective upon receipt, please notify an Aardvark representative at 855-230-5281. An Aardvark representative will work with you to have defective product returned at no charge. The Aardvark representative will issue an RMA (Return Material Authorization) along with instructions for the return of the Product. No Product is to be returned without a properly documented RMA prior to Buyer’s delivery to a common carrier. The RMA must accompany the return shipment. Returned items must be returned in their original quantity ordered and include the original carton, packaging, and receipt paperwork within 10 business days of receipt of the Product. Defective products will be replaced as soon as possible. All orders are non refundable.
If Your Order Does Not Arrive
Please wait seven days to notify us if your merchandise does not arrive. We will assist the Buyer in filing a tracer with the selected carrier by providing pertinent information that may be required. Upon notification from the carrier of a non-delivery, the merchandise will be replaced.
Claims for Damaged Merchandise
Title Transfer and risk of Loss pass to the buyer with delivery to a common carrier. Aardvark Paper Drinking Straws are not responsible for any damage caused in transit. Freight terms are FOB Shipping Point, Freight Collect. If damaged merchandise is received, please contact the carrier who shipped the merchandise immediately to file a claim.