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Customer Service


Aladdin Customer Service Is Here To Help

For assistance

USA: 800-888-8018 option 5 or customerservice@aladdin-atr.com

Canada: 800-387-3994 option 5 or canadacustserv@aladdin-atr.com

Puerto Rico: 800-216-9159 or jgarcia@aladdin-atr.com

International: 615-537-3614 or skennedy@aladdin-atr.com


Return Goods Policy

Damaged Goods Policy

Standard Freight Policy

Standard Shipping Process

Supply Product Use & Care Information

Download USA Customer Credit Application

Download USA Customer Information Update Form

Download Canadian Customer Credit Application

Download Canadian Customer Information Update Form



RETURN GOODS POLICY

Due to health regulations, all returns must be made within sixty days of the original shipment. A return will not be accepted without a Return Goods Authorization Number.


Returns determined as Aladdin’s responsibility:
The customer must provide Aladdin with the Aladdin invoice number or their purchase order number for the items that are to be returned. Once it is determined that the goods were shipped within the sixty day period and Aladdin is responsible for whatever issue involved, a Return Goods Authorization Form will be issued and sent to the customer along with labels to be affixed to each carton returned. The Return Goods Authorization Form specifies the carrier the customer should call to pick up the merchandise. Aladdin will be responsible for any freight costs on the return merchandise. Only after merchandise is received in Aladdin's warehouse will a credit memo be issued for the merchandise returned.

 

Returns determined as the Customer’s responsibility:
The customer must provide Aladdin with the Aladdin invoice number or their purchase order number for the items that are to be returned. Once it is determined that the goods were shipped within the sixty day period and the customer is responsible for whatever issue involved, a Return Goods Authorization Form will be issued and sent to the customer along with labels that are to be affixed to each carton to be returned. The customer should assign a carrier of their choice for the return of the merchandise. The customer will be responsible for any freight costs on the return merchandise. Only after merchandise is received in our warehouse will a credit memo be issued for the merchandise returned.

Aladdin may deduct a 20% restocking fee from the credit issued. Aladdin will only credit merchandise that is returned in the original, unopened cartons and is in new and unused condition. Customized equipment is non-returnable.


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DAMAGED GOODS POLICY

There are two types of damaged merchandise: Visual Damage AND Concealed Damage.

Visual Damage – When the product being received is visibly damaged.
1. Receiver should not accept merchandise with visual damage.
2. Receiver must sign delivery receipt “refused merchandise due to damage” and specify damage.
3. Receiver should call Aladdin Customer Service immediately after refusal.
4. Carrier will notify Aladdin Traffic Department and a claim will be filed.
5. Carrier will send acknowledgement of claim within 7 days after receiving.

Concealed Damage – When damaged merchandise cannot be externally detected.
Any receiving operation should be looking for this type of damage. Sometimes, however, depending on the type of product, it is almost impossible to notice.
1. Merchandise must not be removed from point of delivery and all packaging must be kept intact.
2. Receiver must contact Aladdin customer service to report damage.
3. Aladdin traffic department will request inspection based on the dollar value of the cargo.
4. Aladdin traffic department will file a claim based on the findings of the inspection.


Failure to comply with these policies will result in the customer’s responsibility to file claims.


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STANDARD FREIGHT POLICY

PREPAID on all orders of $1,000.00 or greater for combined products (servers/covers, domes/bases, and all stocked disposable and reusable traytop components); excludes equipment, carts, special order items, and service parts shipped from Aladdin's warehouse.

PREPAID AND ADDED TO INVOICE on all orders less than $1,000.00 of the above listed products and those products identified on the Aladdin Price List as “Drop Ship” to include all equipment, carts, special order items, and service parts.

FREIGHT ESTIMATES can be provided by an Aladdin Customer Service Representative upon request.

CARRIER SELECTION: Aladdin reserves the right to select the carrier.

F.O.B. DESTINATION: Aladdin ships F.O.B. Destination when Aladdin is prepaying freight charges. Risk of loss is borne by Aladdin until customer signs delivery receipt bill of lading.

F.O.B. ORIGIN: Aladdin ships F.O.B. Origin when customer selects carrier and customer pays freight charges. Risk of loss is borne by customer and their selected carrier.

IDENTIFICATION OF GOODS: Shall occur when they are placed in the possession of the carrier by Aladdin.

 

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STANDARD SHIPPING PROCESS
Aladdin’s normal shipping policy is stock item orders are entered one day and shipped the next business day. For instance, an order placed on Wednesday will ship Thursday. If a customer requests next day or 2nd day delivery, the order is expedited and shipped the same day. The customer will be responsible for the freight charges and any additional handling costs.


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Aladdin Temp-Rite - 250 East Main Street - Hendersonville, TN 37075 - 615-537-3600