Norcross Customer Policies
Norcross - Madagascar Group (NMG) Customer Policies
Customer Satisfaction Guaranteed Policy:
All product that leaves our facility is triple-checked for product and packaging concerns. However, from time to time, we still make mistakes. In the event your order is missing product, or product you received is not correct, please call us (520) 882-8884, as soon as possible, so we can correct the situation. Please note all products sold are natural stone and
the many variations of the stones produce different colorization and characteristics. All products are photographed to show best quality and items received may vary from the photos due to natural variation in the stones.
Order Processing Times & Order Delay Exceptions:
We take pride in our fast order processing. All orders are shipped within three  business days after it has been placed. In many cases, we usually ship faster.
There are two times every year when shipping might get slightly delayed:
Jan 20-Feb 21 during the Madagascar Minerals Gem Show in Tucson, AZ, and
Sept 1-17 during the Denver Gem and Mineral Show.
In the event that your order is delayed, beyond our stated policy, we will provide you with a gift to compensate for your inconvenience.
Expedited Shipping Policies
For clients selecting Overnight, 2-day or 3-day delivery options, please allow at least one complete business day for us to process the order.
Product Returns and Refunds Policy (RMA procedures)
In order to return product back to NMG, please first call us for eligibility in order to obtain an RMA #.
DO NOT RETURN PRODUCT WITHOUT AN RMA#. Doing so, might void your eligibility to obtain credit for returned goods.
We want you to be fully satisfied with every item you purchase. If you are not satisfied with an item that you have purchased, you may return the item at your expense within 30 days of receipt for a refund of the purchase price, minus the shipping and handling fees.
A restocking fee of 25% may apply for all items returned. The restocking fee will be waived
for the following reasons: Carrier damage/broken product, Receipt of an incorrect item.
Note: Items may be returned only after receiving prior approval.
Items must be returned fully intact and unmarred original packaging.
Any alteration of the product or packing in any form will disqualify it from being returned.
~ No exceptions ~
Refunds are processed within 30 days of receipt of order. Purchaser
assumes all liability for return package. A refund or credit will not be processed if products are lost or broken during return shipping. Refund or credit will not be processed if you have not received, signed,
and returned the provided RMA document. To avoid any loss, make sure to keep your tracking number, and insure the return package.
Product Breakage Policy
Unfortunately product breaks in transport from time to time. We cannot control the 3rd party shipping carrier (e.g. UPS or USPS), once we hand over the goods. We do our best job to ensure that goods are packaged appropriately. For this very reason we offer insurance options to protect your goods:
For web orders(www.MadagascarMinerals.com):
If you purchased shipping insurance from the shipping carrier of your choice, we provided you with the necessary details in order for you to process your claim with the shipping company.
If you require assistance, or have lost those details, please contact us.
For phone orders with NMG Protection Insurance:
If product arrived to you with damage, please first photograph the product along with original packaging. Email photos to firstname.lastname@example.org. Please call us at 520-882-8884 to obtain RMA. If you declined NMG Shipping Insurance (optional, and recommended for orders >$100), you will not be eligible for credit on damaged goods.
For phone orders with insurance from the shipping carrier of choice:
If you chose the lower cost insurance option, with the shipping carrier itself, you will have to process your claim directly with that shipping company. If you cannot locate the details on this order, we will be happy to resend those details to you.
Some of our products are delicate, and require 2nd box (double-boxing)
packaging when shipped with a 3rd party shipping company (USPS, UPS).
Products purchased on the web site have these costs built into the dynamic shipping charges. All phone orders will have a $5/ box double-box charge, if required. Larger wholesale orders (>200 LBS) are typically shipped on pallets, and therefore do not require double boxing. We have been shipping worldwide for well over a decade, and have learned, many times, that it is
better to be safe than sorry.
Shipping Insurance Options
1) Shipping Carrier Insurance:
NMG offers the option of using the chosen shipping
carrier''s insurance (e.g. UPS insurance). We will handle the claim process for any lost or damaged freight. Customer is responsible for providing us pictures of the damaged item(s) and packaging. Customer must make the item(s) and packaging available for inspection and/or pick up by the shipping company.
We do offer the option to "opt out" of insurance altogether. If you chose to "opt out" of insurance, the liability associated with accidental loss or damage lies solely with you.
2) "Opting Out" of Shipping Insurance
NMG offers you the right to "Opt Out" of Shipping Insurance. We will send you your invoice via email for you to check the appropriate box to "Opt Out" of all insurance. You will then be
required to sign your invoice and email it back to us.
Please be aware: By choosing to "Opt Out" of insurance (on orders >$100),
The liability associated with accidental loss or damage lies solely with you.
Wholesalers Using Their Own Shipping Carriers:
Some of our wholesalers prefer to use their own bulk freight shipping carrier. In these cases, we cannot be liable for goods lost or broken, after we have signed them over to your shipping company. If we are using one of our shipping companies, we will offer you one of the 2 shipping insurance options (listed above).
MG is a wholesale business with its US distribution located in Arizona.
99% of NMG sales are business-to-business wholesale transactions.
Web site: NMG charges sales tax to end users in AZ alone (determined by the shipping address). All other states and countries will not be charged sales tax. If you are a web site wholesale user with an AZ shipping address, contact us with your Federal Tax ID#, in order to have your user account modified to show your tax-exempt status. Phone Orders: All Arizona clients (determined by the billing address) that do not have a Federal Tax ID# registered on their account with us will be charged AZ sales tax.
Pricing Errors: In the event of a pricing error on the Madagascar Minerals
Site, Madagascar Minerals reserves the right to cancel any orders resulting from such pricing errors. Prices, specifications, availability and terms of offers may change without notice. Quantity limits may apply to orders, including orders for discounted and promotional items. Despite our best efforts, a small number of items may contain pricing, typography, or photography errors. Correct prices and promotions are validated at the time your order is placed.
Our Privacy Policies
MadagascarMinerals.com is committed to ensuring your privacy is protected.
How We Use Information We Collect:
To be able to use certain areas and features of our site, at your request, we may require you provide us
with information that identifies you personally. This information may include:
Your company name
Your email address
Credit card/payment account information
The information we collect may be used to confirm your identity, in order to create your account at MadagascarMinerals.com,
to charge you for the service offered by MadagascarMinerals.com, and to communicate with you.
All email newsletters contain instructions to unsubscribe from the mailing list. You may contact us at newsletter@MadagascarMinerals.com to remove your email address from our mailing list at any time. You may create your MadagascarMinerals.com account to use and subscribe to the service offered by MadagascarMinerals.com you must provide us with your personal information.
We will never sell or share your personal information to any persons or organizations except when required by law for the investigation of illegal or criminal actives, the exercise of legal rights or in defense against any legal claims, or otherwise.
YOUR CREDIT CARD INFORMATION:
At the time of payment, your credit card information is passed securely using 128bit SSL to our payment gateway. We never store your credit card information for any reason.
HOW WE ENSURE THE SECURITY OF YOUR INFORMATION:
COOKIES - HOW WE USE THEM:
ONLINE ADVERTISING WE USE:
We use Google AdWords Remarketing to advertise trigger across the Internet. AdWords remarketing will display relevant ads tailored to you based on what parts of the MadagascarMinerals.com website you have viewed by placing a cookie on your machine. THIS COOKIE DOES NOT IN ANYWAY IDENTIFY YOU OR GIVE ACCESS TO YOUR COMPUTER The cookie is used to say "This person visited this page, so show them ads relating to that page." Google AdWords Remarketing allows us to tailor our marketing to better suit your needs and only display ads that are relevant to you.
If you do not wish to participate in our Google AdWords Remarketing, you can opt out by visiting Google''s Ads Preferences Manager
CONTROLLING YOUR PERSONAL INFORMATION:
We make every effort to give you access to your personal information, to allow you to correct any inaccuracies, or to remove your personal information at your request provided it is not required for genuine business purposes or by law to be retained.
We require you identify yourself and the information you request to access, remove, modify or correct before commencing such requests. We may refuse requests that are of unreasonable technical effort or would be highly unfeasible, endanger the privacy of others, or require access that is not normally necessary. When we provide access to your personal information for the purposes of modification, correction or removal, we do so free of charge except where doing so requires a unreasonable effort.
To request access, correction or removal of your personal information, please contact email@example.com. To request the removal of your account, please contact firstname.lastname@example.org. We will remove all of your information and data from the Site within 7 business days upon receipt of your request.