Shipping & Delivery Policy

Heckler does not ship to destinations, persons, or entities prohibited by applicable U.S. export controls, sanctions, carrier restrictions, or import requirements. Heckler may decline other destinations where service is unavailable or shipment is impractical. Actual destination availability is determined at checkout or in a Heckler quote or order confirmation.

Domestic shipments are FOB Origin / shipping point, and risk of loss transfers when Heckler tenders products to the carrier. This applies to parcel and LTL/freight shipments unless another written shipping term controls. Heckler will reasonably assist with carrier claims, but domestic transit risk after tender is the customer's responsibility.

Unless a Heckler quote, order confirmation, or other written agreement states otherwise, an international ecommerce order identified as DDP ships DDP (Delivered Duty Paid), Incoterms® 2020, to the shipping address stated on Heckler's order confirmation.

Different terms may apply to distributor, reseller, enterprise, freight-forwarder, customer-carrier-account, or specially quoted orders. Under DDP, Heckler handles ordinary transportation and import-clearance obligations and retains ordinary shipment risk until delivery to the named shipping address, subject to the customer-caused exceptions below.

DDP does not automatically include inside delivery, unpacking, placement, stair carry, white-glove service, installation, liftgate, or other accessorial services unless separately purchased or agreed.

Duties, import taxes, brokerage, customs fees, and similar amounts displayed or collected at checkout may be estimates. If Heckler knows of a material discrepancy before shipment, it may request payment of the difference before release or cancel and refund the affected order.

If an additional legitimate assessment occurs after shipment or delivery, Heckler may invoice the customer for the difference rather than automatically re-charge the original payment method. If actual amounts are lower, Heckler may refund or reconcile the difference as appropriate.

Outstanding legitimate reconciliation amounts may result in account suspension, future-order holds, revocation of credit, and normal collection remedies. Heckler does not automatically absorb every difference between estimated and actual DDP costs.

Even for DDP shipments, carriers, customs agencies, or government authorities may require the recipient to provide a tax or VAT ID, importer information, government identification, power of attorney, authorization form, license, certification, know-your-customer information, or other documentation. Customers must provide required information promptly and accurately.

The customer is responsible for incremental costs caused by failure to cooperate or inaccurate customer-supplied information, including storage, detention, demurrage, return freight, redelivery, brokerage, abandonment, disposal, and related charges. If the shipment becomes undeliverable for those reasons, Heckler may reasonably return, redirect, abandon, or arrange disposal of it and charge or deduct the resulting costs.

If customs confiscates, rejects, or destroys a DDP shipment despite the customer's full cooperation, and the issue was not caused by customer conduct, information, eligibility, intended use, or local illegality, Heckler bears the ordinary pre-delivery DDP risk. If the cause is customer-attributable, the customer bears the resulting costs and losses to the extent permitted by law.

Large international shipments are typically transported by UPS, FedEx, DHL, or another carrier selected by Heckler. Typical international transit is estimated at 5–9 business days after carrier pickup, but customs clearance, local inspections, carrier issues, weather, regulatory review, and other events may add time.

Expedited international service may be available depending on destination, product, and carrier. Options may appear in the cart, checkout, or shipping calculator, or may be quoted separately. Expedited service affects carrier transit only and does not guarantee or expedite customs clearance.

Heckler does not offer or guarantee Saturday delivery. A carrier may nevertheless deliver on Saturday under its own service operations.

A ship date is the date Heckler expects an order to leave its facility; it is not a promised delivery date. Transit estimates begin after carrier pickup and remain subject to carrier and customs conditions.

Heckler may try to accommodate requested delivery or installation dates but does not guarantee them unless expressly agreed in writing. Customers should not schedule installers, contractors, rentals, site shutdowns, or other dependencies solely from an estimated delivery date. Heckler is not responsible for resulting labor, rescheduling, downtime, rental, or project-delay costs.

Heckler may split an order based on availability, lead time, origin, or shipping requirements. A partial shipment is not incomplete performance, and each remaining item will ship when available. Unless otherwise stated, customers will not be charged more than the agreed shipping amount solely because Heckler elected to split fulfillment.

Customers must provide complete and accurate delivery information. Address, carrier, service-level, and destination changes after order placement are not guaranteed. If Heckler can accommodate a requested change, resulting additional costs are the customer's responsibility. Address-correction, rerouting, redelivery, storage, and similar charges caused by incorrect or incomplete customer information may be charged to the customer.

Some products or shipping methods cannot serve PO boxes, APO/FPO addresses, freight forwarders, or other restricted locations. Availability depends on the product, carrier, and destination. Freight forwarders remain permitted subject to the terms below.

Customers may select a freight forwarder. Delivery to that forwarder constitutes delivery to the customer for the applicable domestic shipment. Heckler is not responsible for loss, damage, repacking, consolidation, export, customs, or other events after the forwarder receives the shipment. Independently forwarding a domestic delivery internationally does not create a Heckler DDP obligation.

When a customer requests shipment on its own UPS, FedEx, DHL, or freight account, or contracts directly with the carrier, the customer is responsible for carrier charges and claims. Heckler's responsibility ends at tender to that carrier unless otherwise agreed in writing. International shipments on customer carrier accounts are not automatically DDP.

Unless otherwise arranged, standard LTL/freight delivery is to the carrier's ordinary delivery point. The customer must provide suitable access, commercial receiving capability, personnel, dock or forklift capability, or purchase needed liftgate or other accessorial services.

Liftgate, inside-delivery, limited-access, residential, appointment, redelivery, storage, detention, demurrage, address-correction, and similar accessorial charges may be billed to the customer when requested, required by the destination, or caused by an inability to receive as arranged. Charges assessed later by the carrier may be invoiced after shipment. Carrier delivery appointments and windows are estimates, not guarantees.

Heckler or the carrier may require a signature based on order value, product, destination, fraud risk, or other factors. The customer is responsible for having an authorized recipient available. Recipient-authorized signature waivers, carrier releases, delivery instructions, or changes may affect claim eligibility and are at the customer's risk.

An unauthorized refusal is treated as an unauthorized return. The customer is responsible for resulting return freight, storage, brokerage, duties and taxes, redelivery, and other costs. The applicable 15% restocking fee still applies to otherwise returnable products, and custom or configured products remain non-refundable once production begins.

A customer will not be penalized for reasonably refusing a shipment that is severely or obviously damaged, or that Heckler instructs the customer to refuse.

Read the Return Policy

Before signing for freight

• Count cartons and pallets against the bill of lading (BOL) or delivery receipt.
• Inspect cartons, crates, pallets, and packaging for visible damage.
• Photograph visible damage.
• Note every visible damage condition or shortage on the carrier delivery receipt before signing.
• Retain all original packaging and shipping materials.
• Report concealed damage or shortages to Heckler within 5 business days.

Normally, accept and document visible damage rather than automatically refusing delivery. Refuse only when the shipment is severely damaged or Heckler customer service instructs you to refuse it. Visible shortages must be noted at delivery, and piece count must be verified against the BOL before signing.

Report concealed damage or shortages to service@heckler.com within 5 business days of delivery. Provide reasonable supporting documentation, including photographs of the damaged product, carton and packaging, shipping label, and pallet or crate where applicable. Keep all original packaging and materials until Heckler or the carrier confirms they are no longer needed.

Notify Heckler promptly of a lost shipment or a package marked delivered but not received. Heckler will reasonably assist with a carrier investigation. Domestic risk follows FOB Origin after tender to the carrier. International DDP risk remains with Heckler until delivery, subject to the customer-caused exceptions in this policy.

Shipping charges and international customs or import amounts displayed at checkout may be estimates. If actual requirements or costs differ materially because of size, weight, destination, carrier rules, import requirements, or calculation error, Heckler may seek approval of revised charges before shipment or cancel and refund the affected order.

Customers are responsible for confirming that products are lawful and suitable for importation, possession, installation, and use at the destination, including project-specific certifications, permits, electrical requirements, building codes, and local approvals.

Heckler may cancel an international order before shipment when sanctions, certifications, importer-registration requirements, carrier restrictions, or other import requirements cannot reasonably be satisfied. Cancellation or refund of a custom or configured item remains subject to the custom-production rules in the Terms of Service and Return Policy.

Read the Terms of Service

For shipping, delivery, customs, or freight-damage help, contact service@heckler.com.