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INTERNATIONAL ORDERS

Ergomart is based in the United States and has been doing business worldwide for over 15 years. Our products are used in most corners of the globe. The Ergomart team works closely with End Users, Integrators, OEMs and Resellers in Europe, Asia, North and South America, Oceania, Africa, as well as the Middle East.

DISTRIBUTION CHANNELS

Ergomart is located in the United States and acts as our sole international shipping and distribution point. We ship most products and custom project solutions directly from our manufacturing facility and warehouses located in Dallas, Texas.  

ORDERING OPTIONS

All orders and quotation requests that originate from outside the USA are handled by our trained staff of professionals. You may:

  • Use the “Get Quote” feature on our website to request a quote that will include shipping charges. Please use the comments box to provide the full shipping address and preferred method of shipment.

  • Call us at +1 214 742 6066 EXT. 1 to talk to a representative for assistance in selecting a product and placing an order. Note that our hours are Monday to Thursday 8 am - 6 pm and Friday 8 am - 5:30 pm US Central Time.

  • Please feel free to send us an email at sales@ergomart.com:

    • If requesting a quote, please provide a list of the items you are interested in, including all the options (colors,  accessories) and quantities, as well as the full shipping address and preferred method of shipment.

    • If you have any questions, please provide a detailed description and any drawings, sketches or CAD models of your intended application.

INFORMATION REQUIRED TO INITIATE ORDER PROCESS

  • A list of Items you are interested in, including all the options (colors, accessories) and quantities

  • Full name, physical address including the postal code for the delivery address if applicable

  • Email Address and Phone number

  • Preferred Shipper and method of shipment

  • Brokerage Information

  • Time frames and schedules

PAYMENTS

Payment for international orders must be received in advance of shipping. In some cases we will accept credit card payment for orders less than $1,000 USD. Orders exceeding $1,000 USD are always paid via wire transfer. We always reserve the right to require payment in advance or a deposit to commence production. We also reserve the right to further limit the credit card payment options.

INTERNATIONAL SHIPPING TERMS, CONDITIONS AND PRECAUTIONS

  • Shipping rates are determined by the weight and size of your order and the method of shipment.

  • No Guaranteed International Delivery Timeframes: Unfortunately, delivery times to international destinations are NOT guaranteed due to the irregularity of time spent in customs, shipping delays, weather related issues, and carrier problems outside the control of Ergomart. Customs inspections and other issues can delay delivery for weeks depending on your country’s laws and regulations. Contact your local customs office for more information.

  • Customs Fees & Taxes: All international duties, taxes and any other fees related to customs clearance or international imports are always the customer’s responsibility. Please contact your local customs office for an estimate of all fees once you have all the information from Ergomart. If you are working with a freight forwarder or your own shipping company they should be able to assist you with understanding all the costs involved of clearing customs in your country. If a package is refused entry for any reason, you will be responsible for any return shipping fees should you wish to return the new and unused product. Certain custom engineered solutions and products will not be eligible for return. Ergomart always provides true and accurate paperwork for valuation of products. Documents we provide will always reflect the price you have paid in US dollars to us.

  • Freight Forwarders: Ergomart is NOT responsible for damage or loss that occurs to packages after being delivered to the freight forwarder. Bear in mind some freight forwarders may repackage items shipped to them to maximize space within master shipping cartons or crates; such practices can increase the likelihood that damage could occur during transit. Ergomart packs our products in such a way that it's meant to be opened only once and not repackaged.

  • Product and Freight Damage - The following steps are critical to insure successful outcomes when damage occurs to the product during shipment:

  1. Photograph damaged packages with multiple images BEFORE opening if the package has obvious external damage.
  2. Photograph each step of the process of unboxing to assist in making successful claims against the shipping service in the event they have damaged or mishandled your product.
  3. ALWAYS save ALL packaging material as these can be a critical component for making a successful claim with the shipping service.
  • International Product Returns: Returns can be particularly time consuming, difficult and expensive for international orders and in many cases are simply not feasible. Make special note of the conditions for returns on International shipments.

  1. If you plan to place a large quantity order, please first order a small number of initial samples to ensure that the product is appropriate for your intended use.

  2. Ergomart can not refund shipping costs unless the product is damaged by our shipper and they agree to reimburse us. This means the customer must carefully document (photograph) any shipment that appears like it could be damaged BEFORE opening the package. SEE all necessary steps above under the “Product and Freight Damage” heading.

  3. Restocking Fees for returns are 25% and the cost of the return shipment must be paid by the customer.

  4. The costs pertaining to importing and then returning goods is borne by the buyer. Ergomart will not refund taxes, tariffs, duties or brokerage fees for returned products.

  5. No order can be returned in used condition.

  6. All requests for return require an RMA number issued by Ergomart.

  7. All returns requests must be initiated within 14 calendar days of receipt of product in country. In the event your product is tied up in customs it will be at Ergomart’s discretion to increase the return request window to 30 calendar days.

  8. Return shipments without paperwork and an RMA number provided by Ergomart will increase the likelihood of the forfeiture of some or all of the funds paid for the product.