My FRR Booth and Liberty
My FRR Booth and Liberty
Order and Shipment Information
PHONE ORDERS (NEW CUSTOMER): 909-682-5048
Credit card and check draft orders are accepted by phone. Please have credit
card or copy of your check and Distributors FRR# at hand when calling.
FAX ORDERS: 909-682-5057
Fax your completed and signed order form. Note any address or credit card
changes. Fax orders are paid by credit card noted on the order form or EFT Draft
(check draft). If check draft information is not on file, please fax a blank
copy of your "voided" check on a separate sheet (see Check Draft Instructions).
Please make sure fax is transmitted. If there is a transmission problem, mark
the second fax as "duplicate."
MAIL ORDERS:
If you prefer to pay by personal or business check, complete the order form
and mail with your check. Allow time for mail service, processing, and product
delivery.
CUSTOMER SERVICE: 909-682-5048 (During business hours)
For inquiries about products, new customer orders or to inquire about orders
already placed.
FOR REORDERS ONLY: 800-354-6858 Voice Mail: 24 hours a day, 7 days a week.
1. A customer is initially assigned a FRR reference number. (It is noted on
the invoice sent with your product). After the tone, please state your assigned
FRR number.
2. Give your full name for reference. Orders will be shipped to the address on
file unless changes are noted.
3. State method of payment on file - Credit Card or EFT Draft.
4. Order by stating product code, product name (noted on order form), and order
quantity wanted.
THIS IS AN AUTOMATED SYSTEM - ALL OTHER MESSAGES WILL BE DELETED.
METHOD OF PAYMENT:
VISA, MasterCard and American Express credit cards are accepted. Orders are
not shipped if credit card is declined. In case of possible electronic
transmission error, declined cards are run twice. We will endeavor to call your
daytime number about declined credit cards. If we are unable to reach you by
phone, a letter will be mailed.
Personal and business checks accepted. Our insufficient fund check charge for
checks returned by your bank is $15.00. A check draft may be written to cover
both NSF checks and the $15.00 service charge.
CHECK DRAFT INSTRUCTIONS:
As a convenience to our customers, we have a bank check draft writing
system. The draft is printed, deposited and appears in your bank statement as a
regular bank check.
We will honor your personal check or check draft for immediate processing and
shipment. When paying for faxed orders by check please include a copy of your
"voided" check on separate sheet of paper. As some checks have artistic designs
that cover part of the routing and account numbers on the check, please write
all the numbers that appear on the bottom of your check on the blank sheet below
the "voided" check, including the check number.
When paying for phone orders by check draft, please have a copy of your check
available. We will require the name and location of the bank, check number,
routing and account numbers (from the bottom of your check). After the order is
placed, please write "void" on the check and mail to our office.
AUTOMATIC SHIPMENTS:
An automatic shipment program is an ideal way to insure that you will
receive product on a regular scheduled basis. An Autoship Schedule can be easily
cancelled or changed with a minimum advanced notice of 5 business days.
Information required for Autoship appears at the bottom of each dog and cat food
order form.
Autoship orders are packed the night before the date of shipment and picked up
early in the morning on the scheduled day of shipment. If the date of shipment
falls on a Saturday, Sunday or Holiday, the order is shipped prior to the
regular shipping date to insure prompt delivery after the weekend or holiday.
FAST SHIPMENTS:
We endeavor to process and ship all orders received before noon within 24
hours. Orders received on Friday, or the day before a Holiday, are invoiced and
shipped the next business day. Orders are shipped to the address on file by UPS.
Cut-off for UPS daily pickup is usually 3 PM. Please keep your address current.
To insure faster delivery, orders are transferred electronically to the Flint
River Ranch distribution center nearest you. Average delivery time, after UPS
pickup, is 2 to 4 business days. With some remote delivery points, UPS may
schedule delivery only once or twice a week. Please order in advance of need and
allow time for delivery.
RETURN POLICY - 100 % SATISFACTION GUARANTEED:
If any product fails to meet your expectations for any reason, it may be
returned within 30 days of invoice date, by shipping prepaid for replacement,
refund or credit. Please enclosed needed information with the shipment.
NAMES AND ADDRESSES ARE CONFIDENTIAL:
All names/addresses are confidential and are not available to third parties.
SALES/USE TAX:
Applicable sales/use tax is charged on all orders for the reason that we
have presence in all States. As some States have a combination of local, county,
city and State taxes orders default to the California sales tax unless we are
advised of a different sales/use tax for your State/City/Local.
EXPEDITED DELIVERY:
If expedited delivery is required, we suggest a small bag be ordered to meet
your requirements and larger bag(s) be sent by regular ground shipment. This
will help reduce your additional charges for the expedited delivery.
DELAYED, LOST AND DAMAGED SHIPMENTS:
If not at home, UPS will endeavor to try three times to make delivery. In
some cases, depending upon the delivery area, they may leave your package at the
front door; otherwise, they will leave a note or mail you a notice of attempted
delivery. With no response within 5 days, they will return the package to our
warehouse.
Because of weather, holidays, and various other reasons, your package may
require extra time for delivery. While UPS is usually very efficient, sometimes
packages are incorrectly routed and delayed in shipment. When confirming
shipments, the date provided by customer service is the date invoiced. The
actual pickup date can be a day later as UPS scheduled pickup closes at 3 PM and
pickup may be after a weekend or holiday.
If you feel a shipment has been delayed or lost and you reach our voice mail,
please leave your full name, daytime phone number, your FRR 4 digit reference
number and request a priority package trace.
1. If UPS advises they will be delivering with 24-48 hours, no action is taken.
No call back.
2. If UPS advises they cannot locate shipment, we will replace and ship a new
order. You will receive a call back and we will handle the claim with UPS.
3. If we have no record of receiving the order, we will call back for
clarification.
If you receive a shipment that is noticeably damaged refuse the shipment and
have it returned to Flint River Ranch for replacement. If the shipment was left
at your home while you were out, call UPS at 800-742-5877 and advise them that
you are refusing the shipment and they will pick it up. Call or fax Flint River
Ranch and we will replace all damaged products and handle the UPS claim.
Orders cannot be cancelled after they have been shipped. Customer assumes
responsibility for freight costs of undamaged shipments refused and returned.
Shipments are sent to address on the order form or the current address on our
computer files. Customer assumes responsibility to keep shipping address
current.
Last Updated: 05-05-02