Shipping: Modality, Time and Costs

SHIPMENT NOTIFICATION

Once the order is shipped, a shipment notification is sent by email, including a link with the tracking number which allows the customer to monitor his shipment.

DAMAGES AND LOST PACKAGES IN THE SHIPMENT

Once the package has left our warehouse and it’s in transport by selected courier, PLC-CITY is not liable for damages or losses that may occur to the package and its content during transport (e.g. lost or damaged package, missing content, damaged content etc.), only the courier is responsible with limitations depending on the shipment type.

1. INTERNATIONAL AIR EXPRESS SHIPMENTS

   Courier’s liability is limited by the Montreal Convention or the Warsaw Convention as applicable, or in the absence of such Convention, to the lower of (i) the current market or declared value, or (ii) 19 Special Drawing Rights per kilogram (approximately $US 26.00 per kilogram), up to a maximum of $US 100 (approximately € 80).

2. CROSS BORDER SHIPMENTS TRASPORTED BY ROAD

   Courier’s liability is or shall be deemed to be limited by the Convention for the International Carriage of Goods by Road (CMR) to the lower of (i) current market value or declared value, or (ii) 8.33 Special Drawing Rights per kilogram (approximately $US 14.00 per kilogram) up to a maximum of $100 (approximately € 80).

3. DOMESTIC SHIPMENTS (ITALY)

   Courier’s liability is or shall be deemed to be limited to an amount of €1 per kilogram up to a maximum of € 30 according to italian law (decreto legislativo n.286 del 21.11.2005)

INSURED SHIPPING

To obtain refund for damage or loss corresponding to products value, your shipment must be insured by the optional courier’s insurance, otherwise would be refunded partially according to the international conventions listed above under the Courier’s general terms and conditions.

Shipment insurance is an optional service provided by DHL or UPS to protect your shipment. You can choose to insure your shipment on our Check-out page in the Shipping options section. The cost of this service is 1.03 % on the value of the products excl. taxes (minimum 10.35 EUR). The insurance service is then provided by selected courier service within DHL Terms and Conditions or UPS Terms and Conditions

1. WHAT TO DO IN CASE OF PACKAGE IRREGULARITIES

   In case you notice an irregularity of your package at the time of delivery such as damaged box, wet box, broken PLC-CITY tape or an overlapping different tape, you can either refuse it or accept it with the right to inspect the package communicating this to the driver that must fill in your comments with your signature. Once inspected, all pictures of the damage or irregularities should be reported to our after-sales team at info@plc-city.com. After receiving all relevant information our team will file a claim at the courier.

   In case the package doesn’t show any damage but the products inside are broken you should report it to our team within 3 business days from delivery, otherwise your claim won’t be handled anymore.

2. WHAT TO DO IN CASE OF LOSS

   In case you get informed about loss of your package by the courier, you should communicate it to our after-sales team at info@plc-city.com. Our team will then proceed to file a claim at the courier.

After the claim is reported at the relevant courier, the case will undergo an investigation followed by request of relevant documents, pictures etc. Once the courier analyses the claim and estimates the refund value, it gets refunded through PLC-CITY to the customer. The timings of the claim investigation and refund receipt depend on the courier and their internal procedures and can’t be anyhow accelerated by PLC-CITY.

BACKORDER

Products out of stock are managed through backorder (order to the manufacturer). On the product page it is specified as:

Available on backorder

Usually ships in X days*

On the checkout page, it is indicated with the text Backorder if the product is not available in our warehouse. In addition, the order confirmation states estimated delivery time for the products on backorder.

The backorder delivery time depends on manufacturer and ordered product, as the ordered product can be:

• Available at manufacturer's warehouse

• Currently not available at manufacturer's warehouse, which needs to be manufactured

• Generally not managed in the warehouse, manufactured only upon the order receipt.

 

The number of days in which the product on backorder will be shipped is indicative and may be subject to delays that do not depend on PLC-CITY but on the manufacturer.

* The number of days is intended as business days
* The number of days specified is the standard delivery time from Manufacturer to PLC-CITY and could be longer due to manufacturer's delays.