AUTOPLICITY FREIGHT POLICIES

I. Scheduling Freight Returns:

• A minimum of 48 hours' notice is required for scheduling all freight returns.

• Customers are responsible for contacting the freight carrier, providing Bill of Lading (BOL) information, and confirming the appointment.

• Next-day and weekend pickups are not available.

• For returns approved after 12:00 PM CST, delivery must be scheduled 72 hours in advance.

• Pickups must be scheduled for a weekday, with a minimum of 48 hours' notice.

II. For items requiring freight shipment:

• Provide a current and reliable phone number. Our carriers may need to contact you to arrange delivery.

• Inspection and Signature Required. Upon delivery, freight items require inspection and signature by the consignee (customer). Your signature confirms receipt of the item in intact condition.

• Damaged or Defective Items. If an item is damaged or defective, do not sign for it; reject/refuse the shipment immediately. Please contact us at 800-299-1028 or through your order history (via "Contact the Seller" or Amazon Messenger Services) for assistance.

• Returns for Damaged/Defective Freight. Once a freight shipment has been signed for, returns are only accepted if the item is deemed damaged or defective. The item must be unused, uninstalled, and not test-fitted. All original product packaging and shipping materials must be included.

III.  Returns for Extra Large or Heavy Items:

For most extra-large or heavy item returns, you will either be provided with a postage-due label (meaning you are responsible for the return shipping fee) or the seller will provide a prepaid label.

Packages are considered extra large or heavy if one or more of the following apply:

• The package weighs more than 90 lbs.

• The package exceeds 96 inches in length.

• The package exceeds a total of 130 inches in length and girth [(2 x width) + (2 x height)].

IV.   Freight Item Return Approval:

Freight items are subject to return approval from the manufacturer and must adhere to strict guidelines and criteria mentioned above. We reserve the right to decline a return if the item has been used, installed, or is missing original product packaging. Please note that if the reason for the return is due to customer order error, a change of mind, finding a better price, or no longer needing the item, these are considered customer-fault reasons, and you will be responsible for associated costs.

V.  FREIGHT - TELEPHONE NUMBER NEEDED

Thank you for your Autoplicity order. Your recent purchase requires freight shipping due to its weight. To ensure a smooth delivery, the freight company needs a valid phone number to schedule the drop-off. Please provide this information promptly, as the carrier cannot deliver your order without it. We appreciate your quick response.

VI.   FREIGHT - ORDER DELIVERED - Proof of Delivery (POD) attachment needed & details

Thank you for contacting us.

We are writing to confirm that your recent order, an oversized item requiring specialized freight handling, was successfully delivered.

As per our freight carrier delivery service requirements for large items, all freight items must be released directly to the consignee or an authorized person at the designated location. A signature is required upon delivery, confirming inspection and acceptance of the item.

For your convenience, we have provided a link to our carrier's website, along with the Proof of Delivery documents.

DELIVERY DATE:

CARRIER WEBSITE:

PROOF OF DELIVERY ATTACHED

Thank you,

<name>

FREIGHT EXPECTATIONS FOR RETURN PICK-UP - APPROVAL NEEDED - CUSTOMER RESPONSIBLE FOR COST

Thank you for contacting us. Your return request has been received and approved. We appreciate your patience as we process this return.

The item(s) from your order are oversized and require freight delivery, meaning they are too large for conventional carriers like FedEx, UPS, or USPS. They were delivered to you by a freight carrier. While not visible during purchase, we covered the outbound shipping costs for these oversized items to offer free shipping to our customers.

REASON FOR RETURN - <Insert Reason for Return>

In accordance with our Amazon Return policies, you are responsible for the return shipping costs and any applicable restock fee. We are happy to assist you with the return and ask that you choose one of the following options:

OPTION 1 - Seller Return Label

We can provide you with our freight carrier services, and the shipping cost will be deducted from your order total. A 25% restock fee typically applies. We will supply you with shipping documents, an invoice, and further instructions. A valid telephone number is required as the carrier will contact you to schedule the freight delivery pick-up, and we will keep you updated throughout the process.

OPTION 2 - Amazon/Own Return Label

You are responsible for the return postage for this item. You may return the item(s) to us using your preferred carrier, or you can purchase a return label directly from Amazon. If you choose to ship the item(s) back using your own carrier or an Amazon carrier, we will refund your order in full.

Our Amazon Return policies state that once this consignment is delivered and signed for, it cannot be returned through conventional means, and possession becomes yours. Amazon Returns assigns responsibility for returns based on fault; if we, the seller, were responsible for an error, damage, or issue impacting your order, we would be found 100% responsible for the return cost. Based on our return policies (detailed below), the reason for your return indicates that you are responsible for the return postage.

RMA:

Vendor Return Address:

AZ RETURNS THIRD-PARTY SELLERS

https://www.amazon.com/gp/help/customer/display.html?nodeId=G38BHJQ25PNCLUBU

AUTOPLICITY STOREFRONT 

https://www.amazon.com/sp?ie=UTF8&seller=A2F8QH83YSA2LG

CUSTOMER RESPONSIBLE FOR LTL/RETURN FREIGHT COSTS-

*** Changed My Mind, No Longer Needed, Order Incorrectly/Mistake, Found           Locally/Cheaper

For any other reason to return this that deemed the customer at fault, we are NOT responsible for any return costs if the customer ordered mistakenly, changed their mind, no longer needed, etc that indicate the customer was responsible for the shipping costs. 

TEMPLATE: 

Dear <name>,

       Thank you for contacting us. We understand you wish to return this item; however, due to its large size, it is restricted and ineligible for prepaid returns. This item must be shipped via Freight carrier service as it does not fit within a conventional delivery vehicle.

       Per Amazon policies, the reason for the requested return indicates this was your error. Therefore, you will be responsible for return postage or shipping costs.

       We are happy to assist with requesting manufacturer approval, which is subject to Autoplicity and Manufacturer approval. All LTL or Freight-delivered items are considered final once they have been delivered and signed, accepting the consignment.

      The customer will be responsible for any shipping costs for approved Oversized LTL returns. You may return the item using your own preferred carrier. Otherwise, you may opt to utilize our carrier, in which case we can provide a quote and deduct any customer-approved return shipment fee from your return/refund total.

Autoplicity Returns

***ENTER VENDOR RETURN ADDRESS HERE****

In cases where you are provided with a postage due label, you are responsible for the return shipping fee. Packages are defined as extra large or heavy when one or more of the following is true:

• The package weighs more than 90 lbs.

• The package exceeds 96 inches in length.

• The package exceeds a total of 130 inches in length and girth [(2 x width) + (2 x height)].

Thank you,

<name>

AUTOPLICITY STOREFRONT https://www.amazon.com/sp?ie=UTF8&seller=A2F8QH83YSA2

Note to Customer Support Agents:     Freight returns should not go back to our Costa Mesa Address unless otherwise specified. They should be returned to the vendor.

WRONG ITEM SENT - PHOTOS TO VERIFY OUR FAULT vs CUSTOMER MISTAKE

1. Screenshot of the Customer's ORDER CONFIRMATION is required.

2. For Freight/LTL Orders, a POD with Customer Signature is needed (contact the vendor for a copy before replying to the customer). LTL/FREIGHT is NON-RETURNABLE if signed by the customer and if they are at fault. In such cases, the manufacturer will need to approve the RMA, and the customer is responsible for postage fees.

3. Include a screenshot of the PRODUCT DESCRIPTION, typically found on the product listing.

AUTOPLICITY AT FAULT - NO FEES TO CUSTOMER

Thank you for contacting us. We have approved your return request and apologize for any issues with your order.

Our Shipping Team has been notified and is actively processing the return pick-up. As this is a large and oversized item, it was originally shipped via a special freight carrier and requires similar arrangements for its return, as it is too large for conventional delivery services like FedEx, UPS, or USPS. We are taking full responsibility for any issues caused by us or our partners that impacted your order, and we are happy to offer free return services. You will receive a refund once the item has shipped back to us.

Please allow 2-3 business days for us to secure and schedule a freight carrier for the pick-up. Our Shipping Team will keep you updated throughout the entire process.

In the meantime, please carefully review the following requirements for the return:

1. Contact Information: A valid and reliable telephone number is required so the carrier can contact you to schedule your appointment.

2. Item Condition: All items must be intact and in their new, original condition, including all hardware and components.

3. Packaging: Original shipping and packaging materials are needed. If the item arrived on a wooden pallet for a forklift, it must be securely placed back on the pallet. If it was shrink-wrapped, it must be securely wrapped. All items should be returned in the same manner and condition as received.

4. Shipping Documents: We will provide you with shipping documents and further instructions once we have secured a freight carrier.

5. Presence at Pick-up: An adult 18 years or older should be present to meet the freight carrier. While not strictly necessary, we prefer that the person whose name was on the original shipment be present to complete the hand-off.

We appreciate your patience. Our Shipping Team will follow up shortly with further instructions and the required documents. Again, please allow us 2-3 business days as we actively process your return request, and we will update you immediately.

Sincerely,

<name>

FREIGHT REQUEST PENDING - RMA APPROVED, PASS TO LABEL REQUEST FOR LTL SHIPPING QUOTE

Thank you for contacting us. We apologize for the issues with your order and are actively working to resolve them.

The item you ordered is oversized and requires special handling and delivery via a freight carrier. This means it cannot be shipped through conventional small-parcel services like FedEx, UPS, or USPS.

We are submitting a request to our Shipping Team to process a return quote and arrange for freight pickup on your behalf. This process involves coordinating with our manufacturer and shipping teams to determine costs and schedule the pickup, which can take a few business days. Your matter is important, and we are doing everything we can to resolve it quickly. Please allow us 2-3 business days for our Shipping Team to work with the freight carrier.

In the meantime, we require the following:

1. A valid and reliable telephone number: The carrier will use this to contact you and schedule your appointment.

2. Intact items in new and original condition: This includes all hardware and components.

3. Original shipping and packaging materials: If the item came on a wooden pallet, it must be securely placed back on it. If shrink-wrapped, it must be securely wrapped. All items should be returned in the same manner and condition as received.

4. Adult presence (18+ years): An adult must be present to meet the freight carrier. While not mandatory, we prefer the person whose name was on the original shipment to be present for the hand-off.

We will provide you with shipping documents and further instructions once we have secured a freight carrier.

We appreciate your patience. Our Shipping Team will follow up shortly with further instructions and required documents. We will update you immediately as we actively process your return request within the next 2-3 business days.

Sincerely,

<name>

FREIGHT EXPECTATIONS - PICK UP CONFIRMED DETAILS AND PAPERWORK

Hello ___,

Your freight delivery is being prepared. Please note the following important guidelines for a successful return shipment pickup:

• Schedule Pickup: Contact the carrier immediately to coordinate a pickup appointment.

• Required Paperwork: Print the Bill of Lading (BOL) and provide it to the driver.

• Presence Required: You or someone 18+ must be present to meet the freight carrier.

• Contact Information: Provide a valid telephone number for return-related communication.

We appreciate your patience. Upon receipt and inspection of the item, your refund will be processed and reflected on your original payment within 3-5 business days.

[INSERT CARRIER TRACKING/PRO#]

[INSERT CARRIER WEBSITE LINK]

[INSERT CARRIER TELEPHONE]

[ATTACH DOCUMENT FOR PICK-UP (BOL)]

Sincerely,

________

DELIVERIES TO FREIGHT FORWARD LOCATIONS 

We adhere to and follow Amazon’s guidelines. We do not ship directly outside of the U.S.

If a customer exports a product via a freight forwarding company, they are responsible for acting as the importer of record. They are also responsible for all costs associated with returning the goods to Amazon and third-party sellers like Autoplicity. Neither we nor Amazon will serve as the importer of record for returns that were originally exported by you or a freight forwarder.

If you return an item that was exported by you or a freight forwarder, you become the exporter from your shipping destination and are responsible for complying with all export laws of your respective country or region. We are unable to create international return shipments as our orders are intended for U.S. domestic shipments only. While a return label may be provided, it is for U.S. domestic shipments only.

Note: International return labels will not be issued for items exported through a freight forwarder or hand carry. To use an Amazon pre-paid Return Mailing Label in this scenario, you must first return the eligible goods to a U.S. address. You become both the exporter and importer of record for this shipment. Once the eligible goods are at a U.S. address, you can use the Return Mailing Label to return them to the Amazon fulfillment center listed on the label from that U.S. address. Title and risk of loss transfer to Amazon upon receipt of the goods at the Amazon fulfillment center listed on the Return Mailing Label.

Products offered for export directly from Amazon.com, which you export yourself or through a freight forwarder, may be returned to Amazon after being exported. In this case, you are responsible for acting as the importer of record and all costs associated with returning the goods to Amazon. Amazon will not serve as the importer of record for returns that were originally exported by you or a freight forwarder. If you return an item that was originally exported by you or a freight forwarder, you’ll be the exporter from your shipping destination and will be responsible for compliance with all export laws of that country or region. You can find Amazon's return address by using the Online Returns Center and viewing the Return Mailing Label.

AMAZON FREIGHT GUIDELINES FOR THIRD-PARTY - 

https://www.amazon.com/gp/help/customer/display.html?ref_=G3VQVSAQKVJPDNSE&nodeId=GTXZKNYBMAAFEBXE

Ordering a Large Item from a Third-Party Seller

AUTOPLICITY FREIGHT IS THROUGH OUR BROKER - WORLD WIDE EXPRESS

Questions about pickups, tracking, changes in transit, quoting and document retrieval:

Email: chifreight@wwex.com
Phone: 833-6WE-SHIP Press 1 for Shipment Support, then 2 for Less than Truckload

FREIGHT REQUEST TO FREIGHT BROKER - 

send all request to: ltl@avenuelogistics.com

copy email to: abaker@avenuelogistics.com gcontreras@avenuelogistics.com

Hello,

Please assist us and provide a freight quote for the following, please let me know if you need further details or questions.

Please advise as this is an urgent time-sensitive request, thank you.

Customer contact info:

Telephone: 

Pick-up Address

Delivery-to Address

Dimensions

Weight:

Palletized - Yes or Nor?

Item Description: