Our company policies
Customer Service Statement:
Dear Buyer,
We, at BaldwinPines, do our very best to make your transaction with us a positive one. If you are unhappy in any way with the purchase, please email us at sales@baldwinpines.com or send us a message through the eBay message system. We ask that you give us a chance to resolve your issue before leaving negative feedback with eBay. If we have done everything we can to make this a pleasant transaction, please mark 5 stars on the eBay feedback section (ESPECIALLY ON THE SHIPPING COST).
This is very important because under the new eBay rules, if a seller fails to get 5 stars (not just 4s) on all detailed seller ratings, then they are charged more in listing fees by eBay and the seller’s listings are placed lower in the search listing results. Therefore; if this transaction was satisfactory, please mark all 5s in your feedback ratings.
In the area of shipping charges and time, please keep in mind that UPS sets the rates for shipping not us. It usually costs about $40 to ship a heavy package cross country. We also have about $10 in expenses to store, handle and package each shipment and those expenses are necessary in order to make sure your package arrives safely. We pay for the cost of insurance on your package, so please make sure you consider everything as you rate our shipping charges.
When we first receive your order, we need about 24 hours to process it and to dispatch the order to the warehouse for shipment. When the warehouse receives the order to dispatch, they usually complete it the same day. But please allow up to 48 hours total from the time you make your payment until you receive your tracking number via email. If you have not received your tracking number within 48 hours (business days only) then please email us at sales@baldwinpines.com to alert us to the problem and we will gladly look into the issue. Then we will either provide you with the tracking number or begin providing you status on a daily basis as to the issue and its resolution.
If you do not receive your package in accordance with the online tracking of the package, if the package is lost, or if it is damaged on arrival, please email us at sales@baldwinpines.com immediately. Once we have verified with UPS that the package has been lost or damaged, we will dispatch a replacement item to you at our expense. We may require that you either provide the damaged unit to UPS for inspection or return it to us at our expense. This may take a few days and the delay is driven by UPS, not us. If any of this happens in your case, please realize that the delay in getting your goods was outside our control.
If you receive your product and have difficulty with installation, etc., first please read the Users Manual cover to cover and take it step by step. Updated manuals are available on the manufacturer’s website at www.gatekeeperltd.com. Next read the FAQ (Frequently Asked Questions) on the manufacturer’s website under the support link. In most instances you should be able to resolve your problem. However; if neither of these sources resolves your issue, then please email us at sales@baldwinpines.com and we will be glad to provide you assistance. If it is found by our technical staff that you have a hardware failure, it is likely that the item is covered under warranty. We will be glad to provide replacement parts and service under warranty for your item. If the item needs in-shop repair, please follow the instructions on our web site work order form found at https://www.baldwinpines.com/work_order_form.php and ship the item, at your expense, to our repair facility. We will repair it in accordance with the warranty and return it to you at your expense. If the item is outside of the warranty, you will be asked to pay a standard labor fee (currently $65 per hour) plus the cost of any parts and the return shipping. If your item is in warranty, but our technicians cannot find any fault with the system, a $65 labor charge will be assesessed plus return shipping. A customer service representative will contact you to handle the details and obtain your approval for the charges. If you only need a replacement part to get your item working, we will ask that you either return your defective part first, or pay a refundable deposit for the new parts to be shipped to you right away. Due to the many losses we have experienced in the past with customers not returning parts, we have had to initiate this measure. Rest assured that once the defective part is returned to us, your deposit will be promptly refunded.
In all circumstances, we would like to work with the customer to amicably resolve any issues that may occur. Therefore we ask that you refrain from opening disputes with Paypal or eBay until we have had a chance to resolve your issue. In the case of a dispute being opened with either eBay or Paypal, please be advised that once this happens we will only communicate using that forum. We will no longer be able to offer an outside solution and will have to await the decision by PayPal or eBay, only further delaying resolution. It is much better for all parties to work together to come to an agreement. We want you to have only positive experiences with us as a seller and with our products.
Sincerely,
BaldwinPines, Inc. Customer Service Team
Auction Terms:
All items are new and carry warranty unless otherwise stated. All sales are final. In the unlikely event that you receive a defective unit, we will handle all warranty issues for you direct. No pick up is allowed, all PayPal payments will ship to the confirmed physical address only. It is the bidders responsibility to read and follow the auction description directions. By bidding, you are entering into a legal obligation to pay for this item. In the event that the seller must collect funds due to a chargeback where the product is kept or charged back, then the buyer or bidder agrees to pay for collection fees and expenses associated with collections. In the event that a libel negative feedback is placed on the sellers account, by bidding, the buyer agrees to pay all legal cost associated with removing the libel feedback according to the e bay "eBay is provided with a valid court order finding that the disputed feedback is slanderous, libelous, defamatory or otherwise illegal". If the seller has to file in court, then the buyer or bidder is responsible to pay, but not limited to, all court cost, filling fees, attorney fees, damages etc. If any legal action is taken on the part of the buyer, then the buyer is responsible for all legal fees for services provided by the buyer, however, if the case is found in the sellers favor, then the bidder or buyer is responsible for all cost that the seller has paid to defend, including, but not limited to attorneys fees.
THIS ITEM WILL SHIP FROM OUR OREGON WAREHOUSE
Payment Options:
Personal Checks: I DO NOT ACCEPT PERSONAL CHECKS.
Money Orders/ Cashier's Check: I accept cashiers checks or money orders and will ship the item immediately upon the receipt of a valid money order or cashiers check.
PayPal: Pay to sales@baldwinpines.com, PAYPAL PAYMENTS WILL ONLY BE SHIPPED TO A CONFIRMED PHYSICAL SHIPPING ADDRESS. IF FOR ANY REASON YOU DO NOT HAVE A CONFIRMED PHYSICAL SHIPPING ADDRESS ON FILE WITH PAYPAL, PLEASE SEND MAIL PAYMENT. IF BIDDER SENDS PAYPAL PAYMENT, ITEM WILL SHIP TO THE ADDRESS CONFIRMED BY PAYPAL WITHOUT EXCEPTION. WE ABSOLUTELY WILL NOT SHIP TO AN ADDRESS THAT IS UNCONFIRMED. IF FOR ANY REASON (CHANGE OF ADDRESS, GIFT, ETC. YOU WOULD LIKE THE PACKAGE SENT TO WORK ADDRESS ETC) A MAIL PAYMENT WILL BE REQUIRED. WE CAN SHIP TO ANY PHYSICAL USA ADDRESS IN THE 48 STATES WITH MAIL PAYMENT. IT IS THE RESPONSIBILITY OF THE BIDDER TO READ AND UNDERSTAND PAYMENT DIRECTIONS GIVEN.
WHY DOES PAYPAL REQUIRE SHIPPING TO THE CONFIRMED ADDRESS?
CLICK ON LINK BELOW:
http://www.baldwinpines.com/paypal_requires_products_to_be_s.htm
CLICK ON LINK BELOW:
http://www.baldwinpines.com/paypal_requires_products_to_be_s.htm
THANK YOU FOR MAKING E BAY A SAFE PLACE TO TRADE.
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Customer Service Policy:
We accept returns only if item is not as described. In the rare occasion of a defective item we will exchange it for a brand new one. Shipping is non-refundable. All sales final
Payment Policy:
Bidder is allowed 15-days for payment, NO PICK UP AVAILABLE