RMA Policy

RMA Policy and Instructions

Effective 1/1/24

At STEELENG we consider our Dealers true business partners, so our Return Materials Authorization (RMA) policy is structured to be more forgiving than our Retail RMA policy.  When it comes to final decisions that power lies with our accounting department, but your Account Manager and his Sales Manager will always be there to support you.

Policy / Instructions

For Damaged or Defective Product

• All shortages or damaged product must be reported to STEELENG within 5 days from receipt of merchandise.
• Email your Account manager with the issue.  Be sure to provide your order number and any applicable pictures.  He’s required to provide this information to either the Logistic department or the Warranty department depending on the type of damage or defect.
• If covered under the warranty, your account manager will ship out replacement product and fill out the RMA form (https://dealers.steelenggolfcart.com/start-a-return/).  The Accounting department will decide whether to return this item or scrap it in the field.  If it’s to be returned accounting will send you a FedEx return label.
• If the damage occurred due to the carrier mishandling it, then additional pictures may be required for the Freight claim.  All claims are filed by your Account manager.  He will also create a replacement order and get it shipped out as soon as possible.
• CAUTION.  Drop shippers need to be cognizant that retail customers are not always truthful and will try to return “damaged” product that happened due to mishandling (using the wrong tool, like an impact wrench when the instruction say hand tighten).  If we receive “damaged” product like this, you may be back charged by accounting.  This is why “good” pictures are so important.  Any questions should be discussed with your Account Manager.
• IMPORTANT – NEVER return an item to STEELENG without prior approval (via an email record).  If you do it will not be processed.  Freight collect returns will be refused.

Missing Package / Possible “Porch Piracy”

• For LTL (Palletized) shipments – We take great care to wrap our palletized shipments so that they stay intact all the way to our Dealers.  But sometimes the carrier handles them poorly and products come up missing.  We require that you inspect the pallet upon delivery and if you see torn stretch film or large holes in the stretch film, please note that on the carrier’s Delivery receipt.  This will help us when we file a claim.  Please take several pictures of any pallet delivered to you in poor condition.  After receipt please fully inspect each item and make sure it arrived in pristine condition.  Any issues should be emailed to your Account Manager along with all pictures taken.  If needed your Account Manager will ship out replacements as soon as possible and file all claims.
• For FedEx small package – For each shipment we provide you with FedEx tracking number(s). We ask that you track your package (https://www.fedex.com/en-us/home.html)  prior to reporting a missing package.   If you do see something of concern or are not able to track your package, please email your Account Manager the order number and tracking number.  Follow-up can sometimes take up to 24 hours, so please do not expect an immediate answer.  Rest assured that your Account manager will track down your package or if lost he will file the claim and reship your order.  Either way it will be handled.

NOTE – for those Dealers on the West Coast, please note that some towns are outside of FedEx’s normal delivery zones and take longer to deliver.

• Residential deliveries / Drop shippers – Unfortunately we live in a time of “Porch Piracy”.  With the rapid growth of online ordering thieves feel comfortable stealing boxes right off front porches.  For many retail customers they can’t believe that it can happen to them and will automatically assume that FedEx never delivered their package and immediately request credit back or free replacements.  Back in 2020 we reviewed how our competitors handled porch piracy and we instated a very similar policy.

PORCH PIRACY POLICY

Our Dealers are required and are responsible for providing us with a delivery address that is safe from porch piracy.  We take no responsibility for products that are stolen from the customer.  All thievery is a matter for the police.

As for proof of delivery, unless a signature request is requested / required (at additional cost of course) the FedEx website will be used as our guide.  If FedEx shows it delivered, then we consider the transaction complete.  A few years ago, FedEx started taking pictures of the box at time of delivery.  They aren’t doing this for us or you, they are doing this to protect themselves from customers that live in an area that routinely file claims for “missing” product. So, while helpful, these pictures are not actual proof of delivery.  We just consider them an advancement in delivery practices (a tool).

Wrong Item Received

• Unfortunately shipping errors do happen and we recognize that the important thing is to handle them quickly.  When you realize that our warehouse team has shipped you the wrong item in error then simply email your Account Manager your order number and the item received and the item you ordered.  He will place a replacement order and notify the Warehouse Manager of the pulling error. He will then fill out the RMA form so accounting can send you a return label for the product you received in error.

Wrong Item Ordered (by Dealer or Drop ship customer)

• For those times when you order the wrong product and need to return it for credit, please go to the Dealer website and click on START A RETURN at the bottom of every page.   This form goes straight to our accounting department, your Account manager is not involved in this type of return process.  The accounting department will notify you of the costs and send you a FedEx return label.
• Upon receipt of the returned item, it will be inspected for any damage due to use or installation mistakes.  You will be notified of any issues and any additional charges.
• We reserve the right to charge 15% restocking and any additional freight charges.
• Please place your replacement order via email or the Dealer website with your Account Manager.  Accounting is not involved in that process.

Wrong or Bad Addresses

• Occasionally we get an order back from FedEx due to an address problem.  Sometimes it’s simply a typo and if STEELENG is at fault we cover all costs.  But in most cases the issue is that we were given an address that is not recognized by FedEx, which means Dealers will be responsible for all additional charges.  We recommend that you Google new ship to addresses to avoid this costly error.   Please do not automatically assume that FedEx is wrong without Googling the address first.  Your account manager will be happy to review your complaints concerning this issue with FedEx.
• If FedEx delivers your shipment to the wrong address (100 A Street versus 100 A Lane) notify your Account manager as soon as possible, as well as informing your customer.  In most cases we can get this type of issue solved in 24 hours or less.  Key here is to avoid a porch pirate situation.

Thank you.