Shipping and Returns

SHIPPING OPTIONS

˙   UPS Ground 48 States (Free on orders over $99)
˙   UPS Next Day Air (Delivery by 12PM next day)
˙   UPS Next Day Air Early AM (Commercial Only, delivery by 8AM)
˙   UPS Next Day Air Saver (Delivery by end of following business day)
˙   UPS 2nd Day Air (Delivery by end of 2nd business day)
˙   UPS 2nd Day Air AM (Commercial Only, delivery by 10:30AM of 2nd business day)
˙   UPS 3 Day Select

SHIPPING AND HANDLING POLICIES

All shipping charges are based on the weight of the product(s) that are ordered and the destination "Ship To" zip code. We calculate these costs by using United Parcel Service's (UPS) rate calculator. We currently ship most orders to U.S. destinations via UPS Ground service to government, business and residential addresses.

UPS does not ship to PO Boxes. All addresses should include a street address, city, state, and postal code. If special instructions are necessary, please note them on the checkout page. Customers are responsible for entering the correct shipping information; this includes matching the address with the correct postal code as entered in the checkout process. If UPS cannot find the shipping destination due to customer error in entering the address, the shipping costs associated with returning the package to NorthStarAED and re-shipping the package to its correct address will be the responsibility of the customer. If after the package returns to NorthStarAED, a customer decides not to re-ship, the order will be subject to standard return policies including restocking fees.

RECEIVING YOUR ORDER

Upon receiving your order, please be sure to follow the guidelines below:

1. Examine both the packaging and the material inside to ensure there are no physical damages.

2. Be sure everything in the package(s) matches what is shown on the NorthStarAED packing slip.

3. If your material has arrived damaged, please note all damages on the delivery receipt and refuse the delivery. * If you find minimal damage that will not affect the way the unit operates, you can make a note on the delivery receipt and accept the delivery.

4. All freight shipments are curbside deliveries unless otherwise noted. A lift gate service for delivery can be provided at an additional fee.

5. Additional fees apply if you wish to change your address once a shipment is already in transit.

EXPEDITED ORDERS

Orders placed for expedited shipping (3 Day Select, 2nd Day Air, Next Day Air) before 3:00pm EST will be shipped the day they are placed. Expedited orders placed after 3:00pm EST will be shipped the following business day. (Applicable to in-stock items only)

INTERNATIONAL ORDERS

We DO NOT ship to locations outside of the United States. If you choose to ship to a freight forwarding company (consolidation point), NorthStarAED cannot be held liable for any exchange with a forwarding company. Once delivery is confirmed by UPS, NorthStarAED is no longer liable for the package.

Alaska and Hawaii - Orders containing lithium batteries will be classified as dangerous goods when travelling by air or vessel and will have additional costs acquired. UPS ground service is unavailable for shipments to Alaska and Hawaii that contain lithium batteries. Please understand that these orders typically take 6-8 days transit time from when they leave our warehouse for UPS shipments, and 9-12 days transit time for freight shipments. If you choose to ship to a freight forwarding company, NorthStarAED cannot be held liable for any exchange with a forwarding company. Once delivery is confirmed by UPS, NorthStarAED is no longer liable for the package.

RETURN MATERIAL AUTHORIZATION (RMA) POLICY

ALL MATERIAL RETURNED MUST BE ACCOMPANIED BY A RETURN MATERIAL AUTHORIZATION NUMBER.

Please complete and return the Request for Return Material Authorization Form or contact your Customer Service Representative at NorthStarAED to request an authorization number. All returns are subject to preapproval and are not an authorization of credit. Please be prepared to provide the following documentation for reapproval:

a. Proof of Purchase (NorthStarAED warranty starts the day your customer purchases product from you.)
b. Product number and description
c. Serial number
d. Quantity requesting authorization for
e. Reason for return request with as much detail as possible

 

PACKAGING OF RETURNS

All returns must clearly identify the Return Material Authorization number on the outside of the package.

Included with the parts being returned should be all RMA documentation. NorthStarAED will refuse any return of items that do not meet the above-mentioned requirements. NorthStarAED is not responsible for lost or damaged parcels.

RETURN PRIVILEGES

a. Returns due to customer error/change/convenience may be subject to a 15% restocking fee.

b. Product that cannot be resold in current packaging may be subject to a 15% restocking fee.

c. Product must be in original packaging, unopened and in good condition for consideration of a refund.

d. If the original carton is absent or the carton/box is damaged, we reserve the right to charge up to 25% restocking fee.

e. We will not offer returns on perishable items such as batteries and defibrillator pads.

f. Credit will only be issued for material determined to be defective or covered under NorthStarAED's standard warranty policy after a full inspection of all returned material. Modifications made to the product will void any warranty.

g. Material that has been processed or converted by the customer will not be authorized for return unless approved by a NorthStarAED representative.

h. RMA numbers will be valid for 30 days.

i. No deductions can be taken prior to issuance of credit.

j. We will not accept products that have been used.

REPLACEMENT REQUESTS

Purchase Order is required with product replacement requests.