RETURN & EXCHANGE POLICY FOR SHIPPING CONTAINER PURCHASES
Thank you for choosing to purchase your shipping container from Astoria Shipping Containers Ltd. To ensure customer satisfaction, we have outlined our return policy below. Please read it carefully before completing your order.
1. SELECTION RESPONSIBILITY
We encourage all customers to research and select the correct shipping container for their specific needs prior to placing an order. Our Sales Team is available to assist with product information and recommendations to help you make an informed decision.
2. INSPECTION ON DELIVERY
To ensure the integrity of your purchase, we require all customers to inspect the shipping container thoroughly upon delivery. The following steps must be followed during the delivery process:
a) Inspect the exterior and interior of the container for any visible damage.
b) Confirm that the container matches the size, grade, configuration and specifications of your order.
c) Photograph and report any discrepancies or issues immediately to the delivery driver and note them on the delivery order.
Failure to perform a detailed inspection at the time of delivery and notating discrepancies may affect eligibility for returns or refunds.
3. RETURN ELIGIBILITY
Returns are accepted for both defective and non-defective products under the following specific circumstances:
a) The container received is not the size, grade or configuration originally ordered as listed on your invoice.
b) The container arrived with significant physical damage that impacts its functionality. These issues must be reported and notated on the Delivery Order at the time of delivery.
c) The structural integrity of the shipping container does not meet the standard of the grade purchased.
Requests for a return must be submitted within 14 calendar days of the delivery date. After this period, no return requests will be accepted.
4. RETURN PROCESS
To initiate a return, customers must follow these steps:
a) Contact our customer support team within 14 calendar days of delivery to provide details regarding the issue. Include photos and documentation of the problem.
b) Allow our team to evaluate the claim. We may require additional information or an inspection of the container.
c) If the return is approved, the container must be returned to us in the same condition it was delivered, excluding any damage or defect identified in the claim.
Return requests must be sent in writing via email through our contact page. Please quote your order number and state the reason for your request. After receiving and approving your return we will issue a return authorization (RA) number which will include the depot / port information and location for your return.
Please note that customers are responsible for return shipping costs unless the reason for return is due to a Conex Depot error (wrong item shipped or defective product).
5. NON-RETURNABLE SITUATIONS
The following circumstances are not eligible for returns:
a) Shipping Containers damaged due to improper handling, usage, or storage after delivery.
b) Shipping Containers that have been modified, customized, or altered in any way.
c) Buyer’s remorse or change in requirements after purchase.
6. REFUND PROCESS
Once the returned container is received and inspected, refunds will be processed minus applicable fees (e.g., restocking or shipping). Refunds typically take 10-14 business days to reflect in your original payment method.
7. RESTOCKING FEES
Customers opting to return items are eligible for a store credit to be used toward to a future purchase. No restocking fees are applied to store credits. Customers who opt for a refund of the item(s) will incur a 20% restocking fee, which covers administrative costs and order processing fees.
8. ORDER CANCELLATIONS
Customers who wish to cancel their order may do so within 24 hours of making payment, however a 10% restocking fee will still be applied. This fee covers customer acquisition, administration and bank fees. Order cancellation requests received later than 24 hours after payment will have the full 20% restocking fees applied, which covers the additional fees associated with container repositioning.
9. UNDELIVERABLE ORDERS
Please take time to review our delivery guidelines prior to shipment of your container(s). Orders that are undeliverable will be assessed for all the applicable fees including restocking, cancellation, trucking, depot and bank fees.
We suggest taking measurements of the delivery site to ensure your shipping container(s) will fit. If you are unsure please send photos and videos to our support team for assessment prior to delivery.
10. INTERNATIONAL RETURNS & EXCHANGES
Shipping Containers that have been shipped internationally after purchase are not eligible for returns, nor refunds. Our shipping container warranty is covered internationally – please contact us for claims.
11. FINAL NOTES
Items cannot be returned to depot or ports without prior permission and must only be returned to the depot / port of origin.
Our strict return policy is in place to ensure fairness and transparency in every transaction. We strive to provide high-quality products, and our team is here to assist at every step. If you have any questions or need guidance before making a purchase, please don’t hesitate to contact us. Thank you for your understanding and cooperation.
Astoria Shipping Containers and our logistics partners do make errors from time to time. If the error is attributed to us we will cover the costs return and re-ship correctly. Please contact us ASAP when an error is noticed.
12. WARRANTY RETURNS
If your claim / return relates to a warranty claim please refer to our warranty page and contact us with the relevant information. Please note manufacturer warranties do not cover defects determined to be caused by normal wear or due to customer negligence.
