Policies

2023 Stevens Industries Standard Terms and Conditions:
Freight Damage, Product Returns and Order Cancellations

Freight Damage: Shipments should be thoroughly inspected as soon as it is received. The signed Bill of Lading is your acknowledgement by the carrier of receipt in good condition of shipment covered by the Bill of Lading. If any of the goods called for on the Bill of Lading are shorted or damaged, you should not accept them until the carrier makes a notation on the freight bill of the shorted or damaged goods. This must be reported to Stevens Industries within 48 hours of receipt of the shipment.

Concealed Damage: You must notify the carrier as soon as any hidden loss or damage is discovered after receipt and request the carrier to inspect within 48 hours. If the carrier is unable to do so, prepare a signed statement to the effect that you have notified the carrier (on a specific date) and that the carrier has failed to comply with your request (name of person you talk to, date and time of the conversation. File your claim with the carrier promptly and support your claim with a cargo loss and damage claim form, copies of the bill of lading, freight bill, product invoice, photographs, and inspection claim given to you by inspector after inspection is done.

Returns

If you are not 100% satisfied with your Tot Mate purchase, your product may be returned. Returns must be requested within 30 days of the date of delivery. Returns are subject to a 30% restocking fee. Items must be returned in new, unused condition and in the original packaging. Ready-to-Assemble units must be returned with all hardware and boxes. Items that are return soiled, damaged, or altered will not be accepted or refunded. Please be aware that damage includes any shipping damage during the return of the item(s). Credit (minus restocking fee) will be issued after return is inspected, if it is found to be in good, resalable condition. No credit to be issued if the unit is damaged, or not in resalable condition. The customer is responsible for return shipping costs.

Order Cancellations
You may cancel your order, for any reason, and receive a full refund within the first 7 days after the purchase order has been placed, given that the order has not already shipped. Any order cancellation received after 7 days will be subject to a 30% cancellation fee. Order cancellations are approved on a case-by-case basis based on where the items are in the production process. Due to most items being made to order, orders are not able to be cancelled once they have been completed in production.