FAQs

Frequently Asked QuestionsOrders

Product Support
*Important Note: Prior to calling Customer Service please have one of the following: Serial#, the purchase order the item was placed under, the Harloff order# or a zip code where the product was delivered.

Shipping

Warranty

Freight Damage
*Important Note: When receiving your Harloff cart it is important to open the packaging and inspect for damage. When you sign the paper work you are signing that it was received in good condition and undamaged. Any damage must be reported immediately as there is a 12 day time frame. Damage must be reported and documented with pictures with in 12 days.

Returns

Distributor


Orders

How do I place an order?
All Harloff Orders must be in writing. For prompt placement of order please fax to 719-597-8273 or email to customerservice@harloff.com. Please do not email your order to one specific person. This could delay your order.

What information needs to be on our PO to Harloff?
Bill to, ship to, part#, quantity, color, correct pricing and any special instructions. Orders that are incomplete cannot be entered.

What credit cards do you take?
Visa, Master Card and American Express. To complete your credit card transaction we require cc#, expiration date and the 3 or 4 digit security code.

What are your color choices? (Please note that most items require a color choice for an order to be entered.)
Please click here for color choices….

Where can I get pricing on your items?
For Acute Care Carts – 719-637-0300 ext. 111
For Medication Carts/Wood Mediction Furniture – 719-637-0300 ext. 129 or 109
If you are a Distributor – 719-637-0300 ext. 111 or 102


Product Support

*Important Note: Prior to calling Customer Service please have one of the following: Serial#, the purchase order the item was placed under, the Harloff order# or a zip code where the product was delivered.

How do I get a new lock or extra keys?
Contact Harloff Customer Service with the follow information:
Serial# (There is a serial# plate on the back of the cart)
Key/Lock Number (On both the key and the locks)
Or the purchasers PO and Harloff order#

I am having problems with accessory placement and attachment. What can I do?
Find your product on our website and check the pictures to guide you. If that doesn’t work please contact Harloff Customer Service.

Will holes be drilled for my accessories?
There are standard holes on all our carts. Carts will be drilled for special accessories if ordered at the same time as carts.


Shipping

Do you charge for shipping?
Yes. Harloff bills on a Prepay and Add basis for any and all freight charges on shipped orders unless Customers communicates other billing arrangements in writing. Harloff can handle all other alternate billing arrangements such as Third Party Bill or Bill Direct.

Does Harloff charge to drop ship?
Harloff does not add any additional charges for drop ship orders.

Can I get an estimate of my freight charges?
Yes. Please contact Harloff Customer Service with the product and quantity to be shipped as well as the city, state and zip code the items are to be shipped to. Please note estimates are provided for customer convenience only. Actual charges are subject to changes in order quantity, variance in product weight and changes in carrier charges. Customers will be responsible for actual billed freight charges.

Are there additional charges for Lift Gate, Inside Delivery or delivery to correctional or military facilities?
Freight carriers always charge for additional services. Please mention these needs when you call Harloff Customer Service for a complete freight estimate.

Can your ship your carts via UPS or FedEx Small Package?
Harloff’s carts are too heavy and oversized for UPS or FedEx Small Package. All carts are shipped via LTL (Less than a truckload) freight carriers. Small quantities of Narcotics cabinets and most accessories sold separately generally will go FedEx Small Package.

What LTL (Less than Truck Load)  freight carriers do you use?
YRC, Conway, FedEx National and FedEx Freight

Can I use my own carrier?
Yes. Please specify the carrier and your carrier account information on your PO. Please be sure the selected carrier has service from Colorado Springs, Colorado.

What do I do if I have special delivery instructions?
Please clearly note any and all special shipping and delivery instructions on every PO you send in.

Why is my freight cost different from the freight estimate I received?
Freight estimates are based on information provided and available at time of request. Actual freight cost may be different due to changes in order quantity or accessories, variations in product weights or packaged dimensions, changes in fuel prices and carrier surcharges, or changes in carrier rates. Actual freight cost may be lower or higher than estimates. Harloff will invoice the actual freight charges incurred at the time of shipping.

Please click here for detailed freight policies.


Warranty

What is your warranty?
Our warranty is 12 years on manufactured parts and 1 year on parts and hardware purchased by Harloff.

What do I do if I think I have a warranty issue?
Contact Harloff Customer Service and ask to speak to the warranty department. They will ask questions to determine the issue and decide what actions to take. We reserve the right to request pictures for evaluation.

Will Harloff send someone out to repair my cart?
Harloff does not cover labor involved in fixing a cart. Many times trouble shooting can be done over the phone with Customer Service or manufacturing personnel.

Click here for our detailed Warranty Policy


Freight Damage

*Important Note: When receiving your Harloff cart it is important to open the packaging and inspect for damage. When you sign the paper work you are signing that it was received in good condition and undamaged. Any damage must be reported immediately as there is a 48 hour time frame. Damage must be reported and documented with pictures within 48 hours.

What do I do if I notice damage at the time of the delivery?
Refuse the delivery or make a note of damage on the delivery receipt. If you didn’t have time to inspect write “Possible Damage” on the delivery receipt (also called Proof of Delivery).

What do I do if I find damage after delivery and I signed for it as undamaged?
If it is within 48 hours of delivery please take digital pictures of the damage and then contact Harloff Customer Service for detailed instructions and information about the Free Cart Replacement Program.
If it is after the 48 hour time frame Harloff is not able to file a claim and Harloff will not be able to replace the cart.

Please click here to read the detailed freight damage policy.
Free Cart Replacement Agreement


Returns

How long do I have to return things?
Returns can be requested up to 30 days after delivery.

What do I do to obtain an RMA#?
Contact Harloff Customer Service via phone or email.

Do you charge a restock fee?
Yes. Restock fees are charged on all returns. There is a 25% on most items and 50% on narcotics cabinets.

Can I return a damaged product?
No. Damages are generally not returned to Harloff. Please see FAQ’s regarding Freight Damage.

Who pays the return freight?
The customer is responsible for return freight. The customer can arrange return freight or Harloff can arrange it and subtract cost from the credit.

Please click here for our detailed return policy.


Distributor

How can I get open terms with Harloff?
Credit applications are processed with a customer’s first order over $500. Please contact customer service @ customerservice@harloff.com to request the credit application and tax request forms. Application must be accompanied by an order.

How do I become a distributor for Harloff?
Contact Harloff Customer Service  @ customerservice@harloff.com to request the credit application, tax request forms and pricing on products. Fill out and send it in with your order. If your first order is under $500 a credit card will be needed.

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