Shipping

Unloading your Emerymark machine video

Descarga de su maquina Emerymark

*SHIPPING POLICIES APPLY TO ALL PRODUCTS SOLD BY EMERYMARK USA AND OR I.C.E.S. PLEASE FOLLOW THESE STEPS TO ENSURE YOUR INVESTMENT AS WELL AS YOUR WARRANTY. FAILURE TO DO SO MAY CAUSE DAMAGES TO YOUR MACHINE AND POSSIBLY VOID WARRANTY*

IF YOU HAVE ANY QUESTIONS PLEASE CALL US: 775.283.8274 

Machines ship after payment is fully cleared and not before. Though the cost of shipping will vary depending on the location of your business, we assure you that our shipper has a wealth of experience in giving our customers the best carrier for the best price.

We recommend that the shipping address you give us be based in a commercial area rather than a residential property because it will help you save money. Also, depending on the carrier, a lift gate for delivery may be an additional charge.

We do not inflate shipping charges; you pay what we pay so you save money. You are always welcome to arrange your own shipping however you will need to prove you have full insurance on the unit before it is released.

Follow the steps below carefully to correctly accept the shipment of your machine. Instrucciones en español en la página 2.

SHIPPING COMPANIES AND HOW TO INTERACT WITH THEM

 

At some point in your business career, you are going to interact with LTL (less than truckload) shipping companies for equipment and possibly supplies. Here are some rules to live by:

  1. Film and photo everything, especially when taking off equipment. The insurance process is hard enough with shipping companies. 
  2. No, they are not going to take it into your store. They will put it at your doorstep if you are lucky. You are going to need to provide the muscle and tools to get it in. Plan ahead.
  3. Maybe, if you are lucky, they will call ahead and tell you they are coming. Track your shipment with the Pro number (tracking number) and as you see it get close to your city, google that shipping company's local terminal and ask for dispatch. Tell them you would like a call the day they are coming out to you. 
  4. DO NOT sign that Bill of Lading (BOL) immediately. If you see any damage make the driver wait and uncrate the equipment to ensure there is no damage. Call the person who sold you the equipment immediately. If the damage is just cosmetic I would mark on the BOL “accepted with damage here and here” Make the driver sign it and call in to dispatch to report the damage as well. Document everything you can and write on the back of the BOL if you have to.
  5. There could be internal damage that you do not see. Many times you only have a day or so to try and report that for an insurance claim. Get the machine plugged in asap and test it.
  6. If the machine is on its side or crushed I would reject it.
  7. Refrigeration equipment is fragile. Bangs and thuds from taking it off the pallet are the quickest way to cause a refrigerant leak. Protect your investment.  

DELIVERY OF THE EQUIPMENT 

Following these steps ensures the protection of your machine as well as the warranty and allows us to file an insurance claim with the transportation company if necessary.

  1. Have someone record the process if possible. Start recording as soon as the driver opens the truck door and record until the crated machine(s) has been completely inspected.
  1. If the box or crate is on its side (if the pallet is not on the ground) do not accept the Contact your ICES representative immediately.
  1. The truck driver delivers the crate to your door. You are responsible for moving the machine indoors. The driver will ask you to sign the bill of lading (BOL). You do not need to sign until the crated machine(s) has been inspected and if any problems or defects are noted, obtain as much evidence as possible (photos, videos) of the damage and document it on the BOL.
  2. Even if you do not see any damage to the exterior crate, it is necessary to unpack the machine once it is inside your business. Hidden damage (damage to the machine that occurred even though the crate was intact) must be reported within 48 hours of receiving the equipment in order to file an insurance claim. You will need tools and 1-2 additional people to help you with the unpacking process.

UNPACKING THE MACHINE 

Watch the uncrating instructions at least through 4:16 minutes in this video:
https://youtu.be/auvZVHvUJ8Q

    Tools:

    1. Pry bar or two hammers
    2. Phillips screwdriver or Phillips drill and bit
    3. 3/8” wrench or socket
    4. 3/4" ratcheting wrench

    Please note: the machines are made with fragile components, including copper cooling lines that should bounce as little as possible. Handle your machine with care.

    If any questions or concerns arise during this process, contact your ICES representative as soon as possible for assistance. If you have not already done so, your next step is to read your machine's operating manual in its entirety.

    Should damage occur during shipping

    Should damage occur during shipping, ICES will work with the customer and the insurance and freight companies to receive reimbursement for damages. Failure to mark damage on the BOL and follow the instructions can void the warranty as the insurance will not cover the damage. As long as the customer follows the directions and notes on the BOL any damage, records with videos and photos, and has the driver call in the damage to the dispatcher the insurance will cover the damage and ICES will support the customer each step of the insurance process. Failure to mark and or note damage on BOL makes the responsibility on the customer. Failure to note on the BOL, the Customer accepts the machine as is

    If the driver is trying to force, you to sign for the equipment before inspecting it refuses them. Tell them no. You need to inspect it or you will mark the BOL "subject to inspection possible unseen damage driver refuses to allow inspection"  

    Siga los pasos siguientes con cuidado para aceptar correctamente el envío de su máquina.


    ENTREGA DEL EQUIPO

    Siguiendo estos pasos asegura la protección de su máquina al igual que la garantía, y nos permite presentar una reclamación de seguro con la compañía de transporte en caso de que sea necesario.
    1. Haga que alguien grabe el proceso si es posible. Comience a grabar tan pronto como el el conductor abra la puerta del camión y graba hasta que la máquina haya sido completamente inspeccionada.
    2. Si la caja o el cajón está de lado (si el palé no está en el suelo) no acepte el pedido. Contacte de inmediato a su representante de ICES.
    3. El conductor(a) del camión le entregara el equipo a su puerta. Es su responsabilidad mover el equipo dentro de su local. El conductor(a) le pedirá que firme la orden de aceptación de la máquina (BOL). Usted no necesita firmar hasta que la máquina haya sido inspeccionada y usted esté satisfecho. Si se observa algún problema o defecto, obtenga la mayor cantidad de pruebas posibles (fotos, videos) del daño y documéntalo en el BOL.

    DESEMPAQUE DEL EQUIPO

    Ver instrucción de desempaque hasta minuto 4:16 en este video:
    https://youtu.be/auvZVHvUJ8Q
    - Aunque no vea ningún daño en el embalaje externo, es necesario desempacar la máquina una vez que esté dentro de su local. Daños escondidos se tienen que reportar dentro de 48 horas de recibir el equipo. Sino, no se podrá poner un reclamo de seguro.
    Necesita algunas herramientas para hacer esto y 1-2 personas adicionales para ayudarle con el proceso de desempaque.
    Herramientas:
    1. Barra de uña (barra de apalancamiento/pry bar) o dos martillos
    2. Destornillador phillips o taladro y broca phillips
    3. Llave (wrench) o llave de tubo (socket) de 3/8”
    4. Llave de carraca de 3/4"
    Favor tomar nota: las máquinas están hechas con componentes frágiles, incluyendo líneas de refrigeración de cobre que debe rebotar lo menos posible. Maneje su máquina con cuidado.Si surge alguna pregunta o preocupación durante este proceso, contacte a su representante de ICES lo antes posible para asistencia. Si no lo ha hecho ya, su próximo paso es leer el manual de operación de su máquina en su totalidad.

    En caso de que se produzcan daños durante el envío

    En caso de que se produzcan daños durante el envío, ICES trabajará con el cliente y las compañías de seguros y de transporte para recibir el reembolso de los daños. Si no se marcan los daños en el BOL y no se siguen las instrucciones, se puede anular la garantía, ya que el seguro no cubrirá los daños. Mientras el cliente siga las instrucciones y anote en el BOL cualquier daño, registre con videos y fotos, y haga que el conductor llame al despachador por los daños, el seguro cubrirá el daño e ICES apoyará al cliente en cada paso del proceso del seguro. Si no se marcan o anotan los daños en el BOL, la responsabilidad recae en el cliente. Si no se anota en el BOL, el cliente acepta la máquina tal y como está.

    Si el conductor intenta obligarle a firmar por el equipo antes de inspeccionarlo, rechácelo. Diles que no. Usted necesita inspeccionarlo o marcará el BOL "sujeto a inspección posibles daños no vistos el conductor se niega a permitir la inspección" 

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