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Customer Service

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TarpSurplus is dedicated to our customers. We want to be certain that are customers are pleased with our products and customer service. If you would like to have a catalog mailed to your location or have any questions, please contact us at (877) 457-9090.
 

 

OUR PLEDGE

TarpSurplus philosophy is simple; we want to provide quality products for your outdoor events. We strive to make your shopping experience pleasant by providing friendly service, great products and quick shipping. TarpSurplus offers a wide variety of high quality tarp and canopy products at competitive prices. You can purchase your tarps online or give us a call today and one of our helpful sales representatives will assist you in placing your order. Thank you for visiting TarpSurplus.
 

SHIPPING

All in stock and shelf ready orders will take 2-4 business days for warehouse processing before the order is shipped with the exception of expedited shipments such as Next Day, Second Day and Three Day Select Orders, which will be shipped same business day. Custom Made merchandise will ship with the given shipping method at the time fabrication is complete. Please review the information below regarding custom made products.

All Fabricated Shelters, Canopies and Custom Tarps such as Canvas, Vinyl, Athletic Covers & Shelter Logic models are made to order. In these instances, some products may take 7-10 business days before the order is shipped. Please allow up to 14 business days for arrival on these products. All Custom Made products will ship with the given shipping method at the time fabrication is complete. Please review the custom tarp information given below. Any and all canellations must be reported to customer service via email within 48 hours of the purshase date.

This time frame will allow for processing time as well as transit. All next day, second day & three day select orders placed after 11:00 a.m. Pacific Standard Time will be processed and shipped the next UPS business day.If your product is being shipped by LTL Trucking be sure to check the product for any damage or missing items. All discrepancies must be noted on the Bill of Lading and signed by the driver. If there is no notation on the Bill of Lading for damaged or missing items TarpSurplus will not issue credit nor will replacement parts be sent out.

 

CANCELLATIONS

If you need to cancel an order you must notify customer service within 48 hours from the date/time of purchase. If it has been more than 48 hours from the time the order was placed, we cannot guarantee that the product will be cancelled before shipment takes place. We ship a large volume of orders and work with many different vendors around the country. Due to this fact, canceled orders take time to locate and process and in some instances may ship before the order can be intercepted. If after 48 hours we are still able to cancel the order  you will be assessed a 10% cancellation fee before credit is issued.

If the item has already shipped it cannot be canceled and the customer will have to follow normal return procedures, which include the responsibility of return freight charges. Any item refused in transit will receive credit on the merchandise only, minus both the outgoing and return shipping charges.

 

CUSTOM TARPS ORDERS

All custom or made to order merchandise is non refundable. Items such as Canvas Tarps, Vinyl Tarps and Vinyl Mesh Tarps are made at the time the order is placed. The fabric is cut, fabric is hemmed and the grommets are installed. Due to the fact that these items are considered custom, no returns under any circumstances will be issued. All Custom Tarp orders can take up to 7-10 business days before the item is ready for shipment. If an expedited shipping method is chosen, the item will ship with the given shipping method at the time the fabrication is complete. If you have questions regarding this policy, please contact us at (877) 457-9090.
 


RETURN POLICY

TarpSurplus offers a 30 day return policy on all products sold with the exception of canopy sales. All canopy sales are final, incuding the sale of canopy parts such as fitting components. In the event that an individual canopy part is defective, TarpSurplus will replace the defective part upon inspection. Your delivery must be inspected upon arrival to be sure all parts and components are accounted for. Customer service must be notified within 14 business days after reciept of merchandise if there are any problems regarding missing items or defects. All returned merchandise is subject to a 25% restocking fee and is at the discretion of our returns department. All returned merchandise, if approved, will be credited for the original purchase price only minus shipping charges and restocking fees

All returned merchandise must be in the original packaging with the original receipt before 30 days of the purchase date. You will need to keep a copy of your return shipping tracking number that was issued by either UPS, Fed Ex or USPS. The tracking number will help us confirm that the package was received by our warehouse personel. Shipping charges to our returns department are the responsibility of the customer. Upon receiving and inspecting the returned merchandise if the product is determined to be defective a full credit minus the original shipping charges will be applied to the customer's credit card.

If any returned item is determined to be damaged due to usage, negligence or acts of nature, credit for that item will be denied. TarpSurplus will not accept returns on merchandise if the original packaging has been altered or if the original purchase receipt does not accompany the package. If the packaging on any item has been opened, TarpSurplus will deny any refund attempt.

Shipments that are refused will be credited the original purchase price minus both the original and return shipping charges. There are no exceptions. If you decide that the product is no longer needed while the merchandise is in transit, then normal return procedures must take place.

All return shipments must be approved by customer service. If you need to return an item, please send an email request to support@bss-stores.com Our customer service agents will provide the return authorization number as well as, the return address for the product. Any packages received without proper authorization will be refused.  

TarpSurplus guarantees that the tarps and covers will arrive in a new and unused condition, free of any manufacturer defects or flaws. Beyond this guarantee, the use of tarps and canopies is at your own risk. We are not responsible for damage caused by use of the product. Variables such as weather, natural elements and damage caused by wear and tear as well as, improper installation or neglect are not our responsibility. These are general purpose covers and used for endless application types. We cannot nor do we promise that the cover will work with every application imaginable.
 

OPEN TARPS

TarpSurplus does not accept returns on open tarp packages. It is the responsibility of the customer to measure the area in which the tarp will be used prior to ordering. It is important to read all item descriptions carefully. Some tarp products, such as the canopy replacement covers, refer to the replacement frame size and not the actual tarp size. This means that the actual size of the tarp cover will be two feet larger than the frame dimension to accommodate for the rise of peak on frame structures. Under no circumstances will any tarp return be credited if the package has been opened or altered in any way.
 

ACTS OF NATURE

TarpSurplus is not responsible for canopies or tarps lost due to acts of nature. Acts of nature include wind, snow, rain, floods, hurricanes, severe storms or any other natural occurring event. It is highly recommended that all canopy frames be secured to the ground with either weight, rope or tie wire. All tarps (covers) should be tightly attached to the canopy frame with a flexible elastic product such as bungee rope or chords that allow for flex. Bungee ties should be checked periodically to ensure tightness. If extreme weather conditions are forecasted it is strongly recommended that the canopies tarp is removed until undesirable weather has passed. It is the customer's responsibility to use discretion during periods of inclement weather and in taking the necessary steps to ensure damage is not caused to the canopy or tarp when these acts of nature are present.
 

DEFECTIVE ITEMS

If you receive a shipment that contains a Manufacture defective item, alert customer service and return the product within 30 days with the original receipt. Manufacturer defects are defined as visual flaws in the material that can be found upon inspection of the product.  All returned shipping charges are the customer's responsibility. Once the returned item(s) have been inspected and determined to be defective due to manufacturing, all return shipping costs will be credited back to the customer. Defective merchandise does not include damage due to acts of nature, negligence or improper use. All merchandise determined to be defective will be replaced free of charge to the customer. All canopy sales are final, however if there is a defective part(s) to the canopy we will be pleased to replace the defective individual part, and not the canopy as a whole. All replacement shipments will not leave our location until the returned or defective merchandise is received by our returns department.

 

CHARGEBACK POLICY

Customers are urged to contact us by phone or email prior to filing a chargeback. In many cases, any dissatisfaction can be resolved simply and easily.


A chargeback occurs when a customer contacts a credit card-issuing bank to initiate a refund for a purchase they made on their credit card. Since chargebacks are costly and can add a considerable amount to our operating costs, which will ultimately affect the ability to provide the best prices for our valuable customers, we will not tolerate chargeback abuses. All abusers will be reported to the Chargeback Protection Project, which may affect an abuser's ability to purchase at other online retailers across the United States. Fraudulent chargebacks WILL be reported to all major credit bureaus as a delinquent collection account.
 

SECURE SHOPPING

You can shop at TarpSurplus with confidence. We have partnered with Yahoo Ecommerce Stores and utilize the same encryption technology used by banks. We provide safe and secure credit card and electronic check transactions for our customers.

  • We Help shield customer information while in transit, using Secure Sockets Layer (SSL) with 128-bit encryption.
  • SSL offers the highest level of encryption supported by commercial web browsers and follows the standards established by credit card leaders such as Visa and MasterCard.

 

EMAIL

support@bss-stores.com
 



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