ORDERING & SHIPPING INFO- Please Read

1. LEAD TIME
2. ORDER CONFIRMATIONS
3. ORDER TRACKING
4. ORDER CANCELLATIONS
5. RETURNS
6. UNABLE TO DELIVER
7. DAMAGED MATERIAL
8. SHORT SHIPMENTS
9. DEFECTIVE MERCHANDISE
10. WHY WE CHANGED THE POLICY?
 

1. Lead Time

InfraStop is made to order. Lead times are 10 business days to ship from order date. Our pre-covid lead times are unfortunately for now, a thing of the past. When this changes we will update this page. Some 48″ product is shipping earlier, 04/09/23.

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2. ORDER CONFIRMATION

Immediately after checking out you will receive an order confirmation via email you provided with an order#. Within 24-48 hours you will receive a second email with an estimated ship date .

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3. ORDER TRACKING

Tracking and Pro numbers will be provided via email the next business day after your confirmed estimated ship date. This is when we receive from the factory.

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4. ORDER CANCELLATIONS

Cancellations are still accepted. Requests must be submitted 5 business days prior to confirmed ship date.

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5. RETURNS

We are no longer accepting returns on any size material. Our previous policy in accepting returns for standard width 48” material unfortunately has been discontinued. Although we offer “free shipping”, freight is paid on the backend. Our extremely low rate of return requests allowed us to have a relaxed return policy. Currently with elevated material and shipping costs we are unable to continue with our former return policy. IN ALL CASES, A RETURN AUTHORIZATION NUMBER (RAN) MUST BE OBTAINED FROM OUR CUSTOMER SERVICE DEPARTMENT BEFOR ANY RETURN GOODS WILL BE ACCEPTED.

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6. UNABLE TO DELIVER

Please ensure when checking out that you provide a workable phone number for delivery and email address as this is how we will communicate to provide order information. LTL carriers charge storage fees. Any fees will be forwarded to you. Any undeliverable returned items we will issue credit minus freight. No credit will be issued for material over 48” wide as these cannot be resold. No credit will be issued for material not in resalable condition.

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7. DAMAGED MATERIAL

If there is damage as a result of shipping and handling, make a note on the Bill of Lading before signing. Please notify us immediately that your order arrived with shipping damage. If the damage is concealed and not discovered until product is opened, it is important the goods are kept in the same packaging in which they were delivered. A claim can only be made if the insulation is with the original packaging material.

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8. SHORT SHIPMENTS

If the order is incorrect or short shipped, contact us via email here or at 800-871-0410. Any claim for shortage or incorrect product MUST be signed as such on the Bill of Lading in the presence of the driver (LTL shipments)

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9. DEFECTIVE MERCHANDISE

In the case of defective material please contact us via email here or at 800-871-0410 to file a claim. All credits are subject to Insulationstop.com inspection. We will request you send pictures or other related info to document. If your request for credit is rejected for any reason, you will be notified in writing of the reason for rejection.Please note: We market and provide insulation for construction applications. Any wrinkles or slight irregularities are not a sign of defect. We understand we have many customers and clients that use InfraStop for many other uses that are not construction applications and are looking for perfect appearance throughout the rolls. As this is mostly the case, it is not guaranteed and not considered a defect should the roll contain wrinkles or any other minor irregularities as this does not affect performance.

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10. WHY WE CHANGED OUR POLICY

Our policy remained unchanged for 20 years. During the peak of the pandemic order lead times spiked to 20 business days to ship. Additionally, freight charges also escalated and freight costs to the Western United States became disproportionately higher when compared to the rest of the country. Coupled with rising costs it has become much more difficult to keep product our prices down. Furthermore, our customers really love free shipping (we were the first company to offer free shipping years ago) in order to offer an easy and speedy checkout. In order to continue offering free shipping and honor our best price guarantee, we have made an important change. We have discontinued free shipping to the Western U.S at this time. If you live in these locations, please use our QUOTE form and we will reply with a custom quote in 24-48 hours.

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