Question 1

Shipping Policies

Accepted Answer

At iCartTX, our standard shipping method is Dock-to-Dock, unless otherwise requested. It is the customer’s responsibility to select the correct shipping method based on their facility’s receiving capabilities. iCartTX is not responsible for additional charges related to re-delivery, service changes after freight has left our dock, or refusal to accept delivery due to incomplete receiving information.

We provide tracking information for all shipments, and whenever possible, orders will ship the following business day via standard freight, or the same day for overnight shipments. iCartTX is responsible for any shipping errors resulting from not following the instructions listed on the purchase order (PO). Please note that all special shipping requirements must be included on the PO, not sent in a separate email.

Shipping Options

Dock-to-Dock:
The most cost-effective method. Freight ships from our dock to the customer’s dock, and the customer is responsible for unloading the freight from the truck.

Lift Gate Service:
For locations without a receiving dock. The driver will use a lift gate to lower the freight to ground level. The customer is responsible for moving the freight inside their facility.

Inside Delivery:
The driver will move the freight off the truck and deliver it just inside the customer’s dock area or main entrance. Customers must specify if they require dock or lift-gate service.

White Glove Service:
The delivery team will bring the freight to the specified location within the building, unpack it, and remove packing materials. Customers must specify the correct service type (dock-to-dock or lift gate).

Please note: If delivery involves delicate or high-value flooring, customers should prepare accordingly. Pallet jacks are used during delivery, and it is the customer’s responsibility to ensure the flooring is protected. A little preparation goes a long way.

Question 2

Freight Policies

Accepted Answer

Upon delivery, please inspect all shipments immediately before signing the delivery receipt. Open, count, and check for any visible damage.

If a box appears damaged, note it on the delivery receipt.

If the product itself has visible damage, refuse the shipment and notify us.

Taking digital photos of the damaged packaging or product helps speed up the investigation.

Please note: Failure to record visible damage at the time of delivery indicates acceptance of the product in good condition and releases iCartTX from any liability related to shipping damage.

Noted Damage
If damage is noted on the delivery receipt, or if you refuse a shipment due to visible damage, please contact iCartTX immediately at support@icarttx.com. We will arrange a replacement and handle the claim with the carrier.

If you choose to keep the damaged product, retain all packaging for possible carrier inspection and include photos of the product and packaging to assist in resolving the claim.

Concealed Damage
If damage is discovered after the carrier has left, it is considered concealed damage.
Please report all concealed damage to support@icarttx.com within 5 business days of delivery.

Keep all packaging materials in case the carrier requires an inspection, and include photos of the damage when reporting.

Shortages
Any missing items or product shortages must be reported to support@icarttx.com within 5 days of delivery.

Question 3

Return and Refund Policy

Accepted Answer

Return Window: iCartTX will accept qualified and conforming requests for product exchanges or refunds within 15 days of the original purchase date.

General Guidelines
To qualify for return, all products require a Return Merchandise Authorization (RMA) Number prior to being returned. Products must be 100% complete, in the same condition as when sold, and in the original packaging provided by the manufacturer. All packing materials, manuals, accessories, and documentation must be included. Items that were assembled after purchase cannot be returned. All returns will be inspected, and products found to be non-conforming may be rejected or subject to a restocking fee at iCartTX’s discretion.

Bundles
Items purchased as part of a bundle are subject to the return guidelines for each individual item as specified in its listing and these terms.

Non-Qualified Returns and Restocking Charges
Returns that do not meet the qualifications or are non-conforming are not covered under this policy. If returned, such products may be rejected or subject to a restocking and/or repackaging fee of up to 25% at iCartTX’s discretion.

Return Procedure
All returned products, including replacements for incorrect shipments or defective items, will be inspected to determine eligibility. Ensure the product meets the above guidelines to avoid delays or denial of the return. iCartTX reserves the right to charge a restocking fee of up to 25% for any non-conforming products that are accepted. Return processing may take up to 5 business days from receipt.

Inspection Criteria
Products must be in the original manufacturer’s packaging and shipped securely. Products must be complete with all certification labels (UL listing, capacity, brand name, UPC code) intact and untampered. Part numbers must match the package or invoice. Products must be free from damage, including dents, scratches, cracks, abuse, defacement, or missing screws, fasteners, or seals.

Return Authorization Number
Returns will not be accepted without a valid RMA Number. You may request an RMA within 15 days of the original purchase date, including for incorrect shipments. RMA numbers expire after 15 days, and any product returned without a valid or expired RMA may be rejected or subject to a restocking fee at iCartTX’s discretion.

Return Shipping
For your protection, iCartTX recommends insuring your return and using a traceable carrier with delivery confirmation. iCartTX is not responsible for items lost or damaged in transit. Customers are responsible for postage and handling charges, which are non-refundable. At iCartTX’s discretion, shipping charges for the return or exchange of defective products within the U.S. may be reimbursed.

Important Note
If a returned product does not meet the requirements described above, iCartTX will document the condition and provide a detailed explanation. The product will be deemed ineligible for return and sent back to the customer. If iCartTX decides, at its discretion, to accept a non-qualified return, a restocking and/or repackaging fee of up to 25% may be applied.

For further assistance, please contact us at support@icarttx.com.

Question 4

Real Warranty & Protection

Accepted Answer

iCartTX is committed to maintaining the highest standards in our products and services, and we stand behind them with our Limited Lifetime Warranty.

Warranty Coverage
iCartTX warrants its products to be free from paint and structural defects, including defects at welding points, for the lifetime of the product.

Hinges, drawer pulls, leveling feet, extenders, latching and locking systems, and casters are warranted to be free from manufacturing defects in material and workmanship for one (1) year from the date of purchase.

Electrical components provided by iCartTX are warranted for one (1) year from the date of purchase.

Exclusions
This warranty does not cover damage resulting from:
Damage caused by carriers other than iCartTX*
Normal wear and tear, such as abrasions or friction
Acts or omissions of parties other than iCartTX (including modifications, alterations, or disassembly by the user)
Third-party materials applied to products
Extreme temperature variations or exposure to unusual conditions
*Replacement of items damaged in shipping will only be considered if a claim is filed within 30 days of shipment arrival.

Natural variations in wood are not considered defects. iCartTX does not guarantee colorfastness, matching of paint colors, grains, textures, or surface hardness of natural materials.

Warranty Process
Within the warranty period, iCartTX may repair or replace, at no additional cost, any part of a product found to be defective in material or workmanship, provided the customer submits a written notice and proof of purchase.

Upon notification, iCartTX will make reasonable efforts to promptly provide a replacement. We further warrant that, upon installation and initial use, our products will perform according to the specifications provided in sales and marketing materials.

Limitations of Liability
iCartTX, its contractors, authorized dealers, and suppliers shall not be liable for special, indirect, incidental, or consequential damages arising from a breach of this warranty.

Purchaser remedies under this warranty are exclusive, and iCartTX’s liability shall not exceed the price of the product or part on which the liability is based.

Question 5

Purchase Orders & Shipping Requirements

Accepted Answer

Send all purchase orders to po@icarttx.com. This ensures immediate processing of your order even if your assigned account representative is traveling. All orders for dual monitor products must include the make and model of the monitors being used.

Every order must include the shipping address, shipping contact, and phone number of someone on site. If central ordering is being used for multiple locations, please ensure the shipping contact is aware and ready to receive the shipment. If a PO number is required to receive the freight, include it on your purchase order so it can be included on the shipping documents.

If you are shipping using a customer’s freight account, please provide the freight account number as well as the account’s billing address.

Unless otherwise specified on the PO, all orders are quoted Dock-to-Dock. Other shipping services are available for additional charges.

Dock-to-Dock is the most cost-effective method, where freight leaves our dock and the customer is responsible for unloading it. Lift Gate Service is used when the customer does not have a receiving dock; the driver lowers the freight to ground level using a lift gate, and the customer is responsible for moving it inside. Inside Delivery means the driver moves the freight off the truck to the inside of the customer’s dock area or facility; the customer must specify whether dock or lift-gate service is required. White Glove service includes delivery to the desired location inside the building, unpacking, and removal of packing materials.

For White Glove, the customer must specify the correct shipping method, either dock-to-dock or lift-gate service.

Question 6

Customer Support

Accepted Answer

Need assistance with your purchase? Our customer support team is ready to provide the help you need. Contact us at support@icarttx.com

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