Susan Harter Muralpapers Shipping Insurance Policies

Policy for Lost or Damaged Goods In Transit

In order to protect our customers and as a convenience to you, Susan Harter Muralpapers will secure shipping insurance from a third-party insurer, Shipsurance. In the unlikely and unfortunate event of lost or damaged goods during shipment, we will require prompt communication and your cooperation to recover the losses. If your completed Muralpaper is damaged or lost during shipment, we will work with the insurer and you to make sure a claim is submitted in a timely matter. Any monies paid by the insurance company will be applied to cover the costs of manufacturing replacement goods on an expedited basis. Please note that this arrangement is not intended as a refund, and is solely meant to apply to loss or damage related to shipment. In the event of a damaged or lost package during transit, you must notify our team via phone or email within 7 days of the final delivery. We will require a copy of the carrier’s tracer form, and photos documenting the damage. Please also hold on to all packing materials and damaged goods for the life of the claim, as we may request additional photos, or for it to be shipped to us. Failure to comply will result in denial of the claim.

Policy for Flawed Goods

Though it’s very rare to have any problems with one of our murals, please understand you have a 60-day window from delivery to inspect your goods. We consider all rights you may have to replacement goods waived after this time period. We also ask clients to double-check all murals before they are installed.  We’d like to be able to work it out with you quickly and fairly! We only replace goods if, in our sole estimation, we were at fault for providing flawed goods, or did not provide the mural style specified. We cannot replace the goods if they were damaged on-site prior to installation. We do not replace goods once installed, and never reimburse installation costs regardless of fault. So please do inspect the goods before gluing to the wall.