Because they contain glass, SolRx devices and replacement bulbs are not insurable by most shipping companies. To offer some protection in the event of shipping damage, Solarc has for many years included an Arrival Guarantee as follows. The Arrival Guarantee is applicable only when a Solarc shipping method is used; it is not applicable to shipments made using a shipping method designated by the customer.
In all cases, Solarc asks that the Purchaser accept delivery of the SolRx device, even if there is evidence of damage. Shipping damage is rare and usually involves a broken 6-foot bulb(s) in a 1000-Series, or to a lesser extent in an E-Series. It is far easier to have replacement bulbs sent by Solarc than to risk further damage by shipping the device back and forth.
For SolRx device sales in Canada and the USA, in the unlikely event that there is initial delivery shipping damage, Solarc will, as a minimum and at no cost to the Purchaser, immediately send the replacement parts with which to make the repair. In the unlikely event that the damage is more extensive, it may be reasonable that the device be returned to Solarc for repair or replacement, in which case the Purchaser agrees to do so according to the Returned Goods Policy at the bottom of this page.
For SolRx device sales to International Purchasers outside of Canada and the USA, Solarc will supply the replacement parts for free, but the Purchaser is responsible to prepay half of the shipping cost for those parts, and to supply the repair labour including if necessary by using electrical appliance repair company. International Purchasers are encouraged to purchase with the device a discounted “spare parts kit”, which may include replacement bulb(s), ballast(s) and/or timer. International Purchasers might also consider choosing the E-Series over the 1000-Series, because the E-Series is smaller and easier to ship, and within each E-Series Add-On device two(2) spare bulbs can be shipped loose. Please also see our Ordering > International page.
For Replacement Bulb Sales worldwide, Purchasers of 6-foot long bulbs in particular are encouraged to purchase one or two extra bulbs to cover the possibility of shipping damage or premature bulb failure, in which case Solarc will provide a monetary credit or refund for the loss. Should no spare bulbs be available, Solarc will provide replacement bulb(s) for free, but the Purchaser is responsible for all shipping costs. For shipments outside of Canada and continental USA, rather than shipping directly to the final destination and being at risk of courier ground transport damage, and also to reduce shipping costs, Purchasers are encouraged to have the delivery made to the nearest international airport, personally clear the shipment for import, and personally complete the delivery to the final destination. In all cases the Purchaser is responsible for any import costs such as special fees, duties and brokerage. Please also see our Ordering > International page.
If shipping damage has occurred, Solarc asks that the Purchaser accept the shipment, contact Solarc as soon as possible, submit pictures of the damage for review, and keep all packaging materials until a resolution has been made. We will do our best to correct the problem as soon as possible.
Please note that SolRx devices and replacement bulbs are typically not eligible for insurance from any freight company because they contain glass. Our best defence is heavy-duty packaging and wise shipping methods.