CUSTOMER 7-11 RETURNS POLICY

Before returning your items, read the information below:

STOCKED ITEMS (SHIP DIRECTLY FROM TRIMARK):

For items that we regularly stock, unless specified below, TriMark customers may return items within 30 days of receipt if the items are unused with all original packaging, and in new condition; accessories and parts included. If the return is by request of the customer (not a TriMark error), the following fees will apply:

  • For stocked items shipped via LTL, a $150 per pallet restocking fee will apply.
  • For stocked items that shipped via small parcel (FedEx) carrier, there is a $25 restocking fee.
  • For stocked equipment, the original charge for freight, the charge for return freight, and/or delivery fees are non-refundable.

NON-STOCKED ITEMS (SHIP DIRECTLY FROM THE VENDOR):

For special ordered items (drop-ship orders), contact TriMark as manufacturer terms for returns may vary. Upon approval, TriMark will credit you for the purchase of the returned items. Any applicable manufacturer restocking and freight charges will apply at this time. Vendors reserve the right to deny a return if the item arrives used or damaged.

**Pictures will be required for any return that clearly shows the item in its original packaging from all sides of the package. TriMark reserves the right to deny refund on items returned in used or damaged condition.**

7-11 Asset Transfer Situations

TriMark ships an unwanted item, but 7-11 agrees to keep the item for another project: Asset Transfer sent to TriMark within 3 days of receiving shipment.

TriMark will bill 7-11 on the original project if the asset transfer is not sent.

7-11 orders an item that is no longer wanted/needed, but 7-11 agrees to keep the item for another project OR an item was intentionally ordered, but is later moved to another store location: 7-11 Internal Asset Transfer. TriMark will bill the original project at time of shipment.

Freight Damages Policy

READ THIS CAREFULLY TO AVOID LIABILITY FOR ANY DAMAGES OR LOSSES

A shipment may be damaged or lost in transit. Following these guidelines ensure ownership of transit damage or loss remains with the carrier. It is imperative to check in all items and note exceptions or discrepancies on the freight bill when signing for the delivery to provide the ability to recover costs associated to loss and visual or concealed damage.

At time of delivery, prior to signing the BOL, while the driver is still onsite:

  • COUNT AND INSPECT ALL CARTONS, PACKAGES, AND SKIDS: Any dent or tear to the external packaging can indicate damage to the merchandise inside. If you see damage, make sure to note that on the Bill of Lading (BOL) or refuse the shipment if the damage is excessive. It is extremely important that the content in the package be checked for damage before the driver leaves your facility.
  • MARK THE BOL WITH THE TOTAL NUMBER OF CARTONS RECEIVED: If the total number on the BOL does not match your order count, note the shipment "short" on the BOL and notify your TriMark contact immediately.
  • OPEN PACKAGES UPON DELIVERY: If concealed damage is found after the driver has left and BOL signed clear:
    1. Notify the Carrier immediately and advise them of the damage identified
    2. Take pictures from all angles
    3. Make your TriMark contact aware of the damage, providing the pictures to support your freight claim

If visual freight or concealed damage applies, it is VERY IMPORTANT that you save all original packaging material which may include crates, pallets or cartons to be viewed by a carrier’s inspector. If these items are not saved it restricts any opportunity to recover damages. You will also need this in the event that the product requires a return, to ensure its packaged properly. Proper packaging of a return prevents further damage from occurring. We ask that you take additional pictures of the unit(s) once it’s repackaged and submit those photos to us for review prior to the product leaving your facility.

When a shipment arrives that is severely damaged, the shipment should be refused. If you refuse a shipment contact your TriMark Representative immediately. If you are unsure about whether or not to refuse a shipment, take pictures and contact TriMark prior to the driver leaving your facility.

All shortages, damaged, or concealed damage deliveries must be reported via phone or email within (36) hours of receipt of shipment

Defective Items

If the equipment you have received is under Warranty, reach out to your TriMark representative to obtain the vendor’s Warranty Department contact information to open a case for troubleshooting, service, or replacement. The installer should then contact the vendor’s technical support directly. Please note that TriMark does not accept returns on defective items.