Iconic Pineapple Terms and Conditions
CUSTOMER SERVICE POLICY: Iconic Pineapple takes great pride in guaranteeing customer satisfaction. If you have any questions, comments, or concerns, simply call our Customer Service Department at 855-826-4473.
PRICE LIST: Sizes are horizontal by vertical and are approximate. Prices are subject to change without notice.
ORDERING: All orders will be acknowledged as soon as possible after placement. Security hardware can be added at an extra cost of $3 per piece of art.
PRODUCT CHANGES: We are willing to make changes to existing products when it is possible to do so. Mats and Moulding changes are at an additional cost of $15 per change.
ARTWORK CHANGES: Changes to lettering, minor changes to image, substituting maps (one location for another), are at an additional cost of $15 per change.
COLOR MATCH: Color changes are at an additional cost of $15 per item. There is only one change per item, either foreground color or background color as per specifications.
GLOBAL PRODUCT CHANGES: Changes that involve size or changes to the essence or scope of the design are considered global and will involve re-pricing.
PAYMENT AND TERMS: Opening orders must be pre-paid, unless applying for credit. Any order of $750 or less must be paid by credit card. Credit applications for net 30 terms require 2 weeks for processing. In that we use Amerisource as our factor, they determine credit worthiness and credit limits. Orders will not be processed for production until payment arrangements have been finalized. We accept most major credit cards. A 1.5% charge is added for each month on past due accounts. A 3% service fee will be added to any orders that are paid by credit card after the term of the invoice.
LEAD TIME: All orders are manufactured on demand and typically shipped within 4-6 weeks of order placement. Iconic Pineapple will accommodate specific ship dates to the best of our ability as our production schedule permits. Please indicate a “must have by” date at the time of order placement.
SHIPPING: Iconic Pineapple will use its judgment to choose both carrier and route unless specific instructions are provided at the time of order placement. Iconic Pineapple attempts to comply with reasonable special instructions and delivery requests as long as they do not conflict with Iconic Pineapple terms and conditions. Our products are all packed in 300 lb. test boxes approved by our freight carriers. Iconic Pineapple bulk packages all items and larger orders of multiple boxes will be banded to skids for additional protection against damage. Requests for individual boxing or special labeling will require a quote for an upcharge.
QUICK SHIP: More than 1,000 items are available via the website for quick ship. Quick Ship is made up of inventory currently available and ready to ship. We will process any quick ship order within 3 days.
ORDER MINIMUM: $500.00. Any exceptions must have written company approval and must be prepaid with a check or credit card.
FREIGHT CHARGES: Most orders are shipped by common carrier, F.O.B. Wheeling, Illinois. Freight charges, which include packaging and handling, will be added to the customer invoice. Orders are billed at 15% freight, or $100.00 (minimum), whichever is greater. Any orders, where size and weight allow for UPS/FedEx shipping (i.e. a couple of items under 30” x 30”) will be billed 15% of the order subtotal (minimum $100). Iconic Pineapple is happy to consider customer requests and specifications as long as they are in keeping with Iconic Pineapple requirements and policy to ensure safe and damage-free shipping. Any special freight charges incurred during delivery by the carrier for storage, residential delivery, interline service, lift back trucks, and/or driver assistance will be billed separately. These charges are non-deductible. Customers may supply their own freight carrier and have charges billed directly to them, without any Iconic Pineapple involvement, however a 5% packaging and handling charge will be added to the invoice. Freight prices apply to the continental USA only. Freight and export charges for outside the continental United States require advanced quoting.
DROP SHIP PROGRAM “PINEAPPLE EXPRESS”: Customer dropship program is available. Application must be submitted. Ask your local sales person or customer service to determine if your business qualifies.
PICK UP POLICY: All orders requested to be picked up in Wheeling, Il will be held for 14 days. After 14 days, if order is not picked up, it may result in transfer of the order to storage at your expense and risk. Transfer to storage will be considered delivery for all purposes including invoicing and payment.
FUEL SURCHARGE: A 2% fuel surcharge will be added to all orders. This charge reflects a pass-through from freight companies, which is often far higher. It is not deductible or refundable.
ORDER CHANGES AND CANCELED ORDERS: Any cancellation or change(s) to your order must be submitted in writing at least 3 weeks before the requested ship date. The customer will be charged a 25% restocking fee for any item(s) that are cancelled with less than 3 weeks’ notification. Any request for delivery postponement after the scheduled ship date may result in transfer of the order to storage at your expense and risk. Transfer to storage will be considered delivery for all purposes including invoicing and payment.
BACKORDERS: Occasionally, items are backordered due to supplier shortages. Backorders under $500 are subject to cancellation. If backorders are unacceptable, customers should request “ship complete” at the time an order is placed.
RETURNS: Iconic Pineapple does not accept returns, as all products are made to order. However, if prior approval is given in writing by Customer Service Department, a 25% re-stocking charge applies to all returned merchandise.
DAMAGES AND FREIGHT CLAIM PROCEDURES: While damages are a rare occurrence, please inspect your shipment thoroughly upon arrival. Please note any damages/shortages on the bill of lading before you sign for receipt of the shipment.
Iconic Pineapple will file the freight claim. Any concealed or obvious damage and/or shortage must be reported to the Customer Service Department at Iconic Pineapple no later than 5 days after customer receipt. Once reported, Iconic Pineapple will provide customers with additional instructions as to how the situation is to be rectified. In cases of damaged product, please save the original container until the customer service issue is resolved.