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Frequently Asked Questions
General
Q. What if I don’t see what I’m looking
for on this Web Page?
A. This is not a comprehensive list of all available products or replacement
parts. For additional assistance for items not included here, contact a Parts
Sales/Customer Service representative or call
us toll-free at 800-843-1004.
Q. Is there a minimum order? How much is it?
A. The minimum order is $50.00, excluding freight or handling charges,
for orders released the same day, on the same purchase order, and shipping
to a single location.
Q. What is the warranty?
A. Innovation Industries, Incorporated warrants all elevator control fixtures
and accessories (excluding lamps) to be free of defects in material and workmanship
under normal use for a period of one (1) year from date of manufacture. Read
the full Limited Warranty.
Q. When does my warranty begin?
A. Warranty begins the day the product ships from our factory. To make it easier,
this is the same as the invoice date.
Q. Can I get a credit for my ________________?
A. Any item ordered from our On-line Parts Department will be accepted for
return for credit within 30 days, provided it is complete and in new condition.
Stocked items ordered direct from the factory are also eligible for credit
with the same provisions. Non-stock and special-order items are not accepted
for credit unless covered under warranty. This includes car stations and all
built-to-order fixtures. The original shipping and/or handling costs are not
subject to refund or credit, and all return shipping costs are the responsibility
of the customer. Please pack carefully and insure the package against damage.
We are not responsible for loss or damage while in transit back to the factory.
Q. How late can you still get an order out the
same day?
A. If the item is in stock, online orders received by 12:00 noon factory time
(Central Time zone) will be processed and shipped the same business day. After
that time, if the items are urgently required, contact the Parts Department
directly by phone @ 800-843-1004 until 3:00 PM Central Time. We will do our
absolute best to find a way to get you your parts.
Q. Do I need a return authorization to send an
item back for credit or repair?
A. Yes. This site features an on-line request for Returned
Material Authorization which will allow Customer Service to provide you with a return number. The
factory does not accept freight collect or unauthorized returns, and any such
material is subject to return at the sender’s expense. Be sure to wait
for your return number and mark the package with it.
Q. How can I get an account?
A. Complete and submit the new account application form on this site. If you
prefer, there is also a print-friendly version. Sign the printed form and fax
the signed original to the Accounting Department at 479-967-5903.
Q. Does Innovation Industries, Incorporated install
and/or service elevator systems?
A. No. We strictly supply parts and fixtures to elevator contractors and maintenance
companies.
Q. What if I need to cancel an order?
A. Cancellations of stock merchandise received prior to shipment will result
in no charge. Custom or special-ordered items may only be cancelled with prior
consent of the Sales Department. We reserve the option to assess a cancellation
fee equal to all charges accumulated up to the cancellation date, including
an allowance for overhead plus an administrative handling fee, or a flat fee
of $50.00, whichever is greater.
Q. What is your return policy?
A. Any stock items that are returned to the factory within 30 days of customer
receipt, in their original condition, are subject to a 70% credit of the merchandise
price to the credit card or customer account. A Return Material Authorization
is required prior to such return for repair or credit, and may be requested
from this site or by calling the Parts Department during factory business hours
toll-free at 1-800-843-1004. The original shipping and/or handling costs are
not subject to refund or credit, and all return shipping costs are the responsibility
of the customer. Please pack carefully and insure the package against damage.
We are not responsible for loss or damage while in transit back to the factory.
Custom-fabricated products are not subject to cancellation or return.
Q. When do you charge my account or credit card
for backordered merchandise?
A. Upon shipment of an order or any portion of one, Innovation Industries,
Incorporated will charge the account only for the portion of the order actually
shipped at that time. So, you will not be billed for backordered items until
they actually ship.