This policy explains how EMG DISTRIBUTION LLC handles cancellations, billing adjustments, refunds and claims for its packing, shipping, warehousing and fulfillment services. Where a signed service agreement contains different terms, the service agreement applies.
1. Quotes Are Free
Requesting and receiving a quote is free of charge and creates no obligation. No payment is collected through the Website.
2. Cancelling Services
- Before services begin: you may cancel an accepted quote at no charge before any inventory is received or any work is performed.
- Scheduled one-time services (such as a pickup, a kitting project or a container unload) may be cancelled without charge with at least 48 hours' notice. Later cancellations may be charged for labor or equipment already scheduled.
- Ongoing services may be ended with the written notice period stated in your service agreement, or 30 days' written notice if no period is stated.
3. Charges After Cancellation
After cancellation, you remain responsible for services already performed, storage until your inventory is collected or shipped out, and carrier postage already purchased. Outbound handling of remaining inventory is billed according to your quote.
4. Billing Disputes and Refunds
If you believe an invoice contains an error, notify us in writing within 30 days of the invoice date and include the invoice number and the line items in question. We will review the records and respond within 10 business days. Confirmed overcharges are credited to your account or refunded to the original payment method within 10 business days after confirmation.
Prepaid amounts for services that were not performed are refunded upon cancellation, less any charges for work already completed.
5. Fulfillment Errors
If an order is shipped with the wrong item or quantity due to an error by our team, report it within 30 days of shipment. After confirming the error, we will re-ship the correct item at no pick, pack or postage cost to you, or credit the related handling and postage charges.
6. Loss and Damage Claims
- Damage to inventory while in our warehouse must be reported within 30 days of discovery. Our liability is limited as set out in your service agreement.
- Loss or damage during transport is handled under the carrier's claims process and liability limits. We will file or assist with carrier claims on your behalf and pass through any amounts recovered.
- Claims should include order numbers, photos of the packaging and item, and the value of the goods.
7. How to Submit a Request
Send cancellation notices, billing disputes and claims to [email protected], or call us during business hours.