Frequently Asked Questions

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. See our “Where to buy” page for more information on ordering Harloff products

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, the 3 or 4 digit security code, and the complete billing address for the card.

What are your color choices?

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

Where can I get pricing or a quote on your items?

If you are a current Distributor or Customer – 719-637-0300 x 102 or 133

If you are a new Distributor  – 719-637-0300 x 103 or 107

Acute Care Facilities, Surgery Centers, Dr. Offices, Clinics, Vets etc. – 719-637-0300 x 102 or 107

Long Term Care Facilities and LTC Pharmacies – 719-637-0300 x 109

Correctional Facilities, Local and State Facilities – 719-637-0300 x 103 or 107

Federal Government & Military Facilities – 719-637-0300 x 129

PRODUCT SUPPORT

*Important Note: Prior to calling Customer Service please have one of the following: Serial number, the purchase order the item was placed under, the Harloff order number, 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 Number (There is a serial number plate on the back of the cart)
Key/Lock Number (On both the key and the locks)
Or the purchasers PO and Harloff order number

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?

Fed Ex National, FedEx Freight, YRC, and R&L 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.

WARRANTY

What is your warranty?

  • 12-year limited warranty on parts manufactured by Harloff on all domestic orders and 5-year limited warranty on all international orders.
  • One-year limited warranty on any bought-out (not fabricated or manufactured by Harloff) part or component (i.e. hardware, casters, drawer slides, plastic tops, electronic components, etc.).

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.

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.

RETURNS

Can I return a damaged product?

No. Damages are generally not returned to Harloff. Please see FAQ’s regarding Freight Damage.

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.

What do I do to obtain an RMA#?

Contact Harloff Customer Service via phone or email.

719-434-5948

How long do I have to return things?

Returns can be requested up to 30 days after delivery.

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.

DISTRIBUTOR

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.

How can I get open terms with Harloff?

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