The customer should never refuse a shipment. Even if the shipment seems like a total loss, the customer should accept the delivery after taking photo documentation and noting on the BOL the severity of the damage. All damaged shipments must be reported to Roofing4US within 24 hours. In case the shipment is refused by the customer then the Roofing4US owns the product.

Assuming proper documentation is kept and submitted in a timely manner, the Roofing4US will expedite the replacement of damaged or lost products at no cost to the customer and file the claim with the Carrier. The Fakro only works directly with the Roofing4US and remains invisible to the customer. If the Customer decides to return their order, they must contact the Roofing4US and never Fakro. Roofing4US will still have the right to deny a credit to the customer if return is 30 days past after the original ship date. Roofing4US has the right to deny any refunds to customer if product is returned damaged, used or in any other condition that would make it not resalable to Roofing4US.

If Roofing4US's customers return reasoning is due to any accidently or incorrectly ordered items (including but not limited to, buyers-remorse, didn’t need product anymore or change of mind), the Roofing4US will not issue a return label and the Customer will have to return product at their own expense. FAKRO will only issue a return label for damaged or incorrectly shipped items on behalf of FAKRO.

If Roofing4US's Customer decides to return any FAKRO product and it is being returned at their own expense, he/she must schedule their own pick up by their carrier of choice. In the event the item comes to the FAKRO warehouse damaged, either the Roofing4US or the Customer will also have to file a claim with their used carrier on their behalf. FAKRO will provide all the information and documentation needed for filing a claim if needed. All returns are subject to a 15% restocking fee from the Original Retail Cost. If return(s) is/are approved the customer will be refunded their original cost of the product at which it was purchased. No refund will be given on return shipments unless product arrived damaged or incorrect to the customer. In any other event a product is returned to the Distributor warehouse a refund will only be issued if product is received by FAKRO in perfect condition, not damaged.

Standard Delivery

All standard orders are subject to a minimum $60 delivery charge. Special order items marked with a "special order" badge may incur alternative delivery charges (see table below). The vast majority of orders (over 90%) are dispatched in 5 - 10 working days. A signature may be required on receipt.  All deliveries are completed by our fleet of partner trucks and distributors. In some remote areas of the US a long distance charge may apply for shipping. This charge will be notified to the customer and agreed before any payment is made. Also this condition may apply for orders whereby the movement of stock is required from one depot to another across long distances or off shore orders. Generally the long distance charge may be requested on orders exceeding 100 miles from our closest depot. Some products such as Spray Foam insulation is a hazardous material and is subject to a delivery charge or bulk buy products are subject to additional delivery charges due to the massive discounts that are available. This is highlighted at the checkout stage of your order.

Special Order Delivery Charges

Roofing4US will in most cases email the customer prior to delivery informing the customer of an eta. This is an eta only and is subject to change without notice to the customer. Roofing4US will endeavor to inform the customer of a delay in shipment by email if this may occur.

Deliveries will be notified to the customer by email. If the delivery date does not suit please reply by email a delivery date that suits you. Roofing4US does not accept liability for late deliveries or act of god circumstances that may cause your order to arrive on an alternative delivery time slot or date. Please note deliveries are not made on weekends. The customer is responsible in ensuring that there is an able bodied person at the shipping location on the day of delivery to assist with off loading. Delivery times can be given on the morning of delivery if required. All deliveries are to curb side only and any further handling by our delivery partners is at the discretion of our partner drivers.

Route - Package Protection Insurance

Roofing4US is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route package protection at checkout.

*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

ORDER TRACKING: Check the progress on your order by emailing info@roofing4us.com Please note: Deliveries are made to the address supplied to us. If orders are returned to us by the carriage company we may make an additional delivery charge for re-dispatch. 

RETURNS: Should you have a need to return goods, please email info@roofing4us.com with your returns request. Once the Returns request has been completed our customer services team will provide you with further information for your return. Please ensure you have your order reference number ready when contacting us. When returning goods (except when goods are faulty), the customer will carry the cost of restocking the goods. This restocking charge is 30% of the value of the goods being returned. The customer will be subject to a collection charge where applicable.

To return products, please: 1. Carefully pack the items in protective bubble wrap, or similarly suitable packaging. Please do not use the product box as outer packaging and note that we will deduct the cost of any returned items damaged from any amount refunded to you. Please include the goods order number with your name, date of order and address details. 3. The address of return will depend on what part of the US the goods have been delivered to. This will be given to the customer once the customer informs Roofing4US of the returns and quotes the purchase order number. Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or broken. To help us process an exchange, refund or credit note when returning goods, we would be grateful if you could supply details of your order number, name, date of order. We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post.

CANCELLATIONS & REFUNDS: In addition to our returns policy under the distance selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the merchandise if you send us a notice of cancellation in writing and return the merchandise to us in their original, unopened and unused condition. You must contact us by email as outlined above. Please note that if the item has already been shipped from our warehouse a restocking charge will apply and returns shipping charge. Your statutory rights are not affected. A full refund may be provided where incorrect, broken or damaged goods have been provided. Any orders cancelled outside of the first 2 hours of being placed will be subject to a cancellation fee of $30. All orders are processed within this time frame once placed online or over the phone and this is a none refundable fee due to procedures in place to process your order in a speedy manor.

SPECIAL ORDERS: Any products ordered in to our warehouse or ordered direct from the manufacture such as bulk buy products specifically for a customer is non returnable and  or non refundable. Any items that need to be ordered in advance specifically for a customer Roofing4US will notify the customer in advance of this and the customer can decide to proceed with their order on cancel at no additional cost.

Manufacturers products Defect: If for any reason that you feel that the product you have received is defect please contact Roofing4US immediately with photographs of the defect product. Please note Roofing4US is not liable for any manufacturer product defects and such issues will be addressed with the manufacturers product quality control team for further examination. If you feel the product is defect do not install the product as use of the product could null and void any manufacturer warrantee. Roofing4US will notify the manufacturer of any defects and the manufacturer will make arrangements to inspect such products. Please note damage to products during delivery is not a manufacturers defect and such issues should be addressed to Roofing4US and the usual steps taken when returning goods. If you do not wish to accept the goods upon delivery do not remove from the delivery truck and return them to back to Roofing4US. Please notify Roofing4US immediately of this issue so we can arrange for undamaged goods to be redelivered. The customer will not be charged for redelivery in this instance.