Shipping & Return Policy

SGM Southern Grouts & Mortars, Inc.
Effective Date: 10/19/19
Last Updated: 7/29/25

1. Overview

This Shipping and Return Policy governs the shipment and return of products manufactured and distributed by SGM Southern Grouts & Mortars, Inc. (“SGM”). Our policies are designed to serve the unique needs of professional contractors, distributors, and pool industry professionals who use our specialized construction materials.

2. Shipping Policy

2.1 Shipping Methods and Carriers

Standard Shipping Options:

LTL (Less Than Truckload): For standard orders and mixed pallets
Full Truckload: For large volume orders and bulk shipments
Small Package Delivery: For samples, small tools, and documentation
Express Shipping: Available for urgent orders (additional charges apply)

Preferred Carriers: We work with established freight carriers experienced in handling construction materials, including specialized equipment for heavy products.

2.2 Shipping Terms

FOB (Free on Board) Origin:

Risk of loss and title transfer to customer upon delivery to carrier
Customer is responsible for freight charges unless otherwise specified
Customer must inspect shipments upon delivery and note any damage
SGM is not responsible for carrier delays or damage during transit

Delivery Timeframes:

Stock Items: 3-5 business days from order confirmation
Special Order Items: 7-14 business days (varies by product)
Custom Products: 2-4 weeks depending on specifications
Peak Season: Extended delivery times may apply during busy construction seasons

2.3 Shipping Locations

Domestic Shipping: We ship throughout the United States from our strategically located facilities:

Pompano Beach, Florida (Southeast region)
Plant City, Florida (Southeast region)
Waxahachie, Texas (Southwest and Central regions)

International Shipping:

Available to qualified international distributors
Customer responsible for customs clearance, duties, and taxes
Additional documentation and lead times required
Minimum order quantities may apply

2.4 Shipping Costs

Freight Charges:

Calculated based on weight, dimensions, destination, and shipping method
Quotes provided with order confirmation
Fuel surcharges and accessorial charges may apply
Volume discounts available for regular customers

Free Shipping:

May be available for orders meeting minimum thresholds
Promotional free shipping offers subject to terms and conditions
Limited to standard ground shipping methods

2.5 Order Processing

Order Confirmation:

All orders subject to credit approval and product availability
Order confirmation provided within 1-2 business days
Changes to confirmed orders may result in delays or additional charges

Special Requirements:

Liftgate Service: Available for deliveries without loading dock (additional charge)
Residential Delivery: Special arrangements required (additional charge)
Appointment Delivery: Available for time-sensitive deliveries
Inside Delivery: Limited availability, additional charges apply

3. Delivery and Receiving

3.1 Delivery Requirements

Customer Responsibilities:

Provide accurate delivery address and contact information
Ensure appropriate receiving facilities (loading dock or forklift access)
Have authorized personnel available during delivery window
Inspect shipment immediately upon delivery

Delivery Documentation:

Bill of lading must be signed by authorized personnel
Note any visible damage or shortage on delivery receipt
Retain delivery documentation for warranty and return purposes

3.2 Inspection and Damage Claims

Immediate Inspection Required:

Inspect all packages and pallets before signing delivery receipt
Note any visible damage, shortage, or discrepancies
Take photographs of damaged items and packaging
Contact SGM customer service within 48 hours of delivery

Concealed Damage:

Must be reported within 15 days of delivery
Original packaging must be retained for inspection
Carrier inspection may be required for freight claims

4. Return Policy

4.1 Return Authorization

Return Merchandise Authorization (RMA) Required:

All returns must have prior written authorization from SGM
Contact customer service to request RMA number
Returns without valid RMA will be refused or returned to sender
RMA numbers valid for 30 days from issue date

Return Request Information: Provide the following when requesting RMA:

Original invoice number and date
Product description and quantity
Reason for return
Condition of product and packaging

4.2 Returnable Items

Eligible for Return:

Unopened, unused products in original packaging
Products with manufacturing defects (subject to inspection)
Incorrect products shipped due to SGM error
Products damaged during shipping (with proper documentation)

Non-Returnable Items:

Mixed or Used Products: Mortars, grouts, or finishes that have been mixed or partially used
Custom Orders: Special colors, custom blends, or made-to-order products
Perishable Items: Products with limited shelf life past expiration
Contaminated Products: Items exposed to moisture or foreign materials
Special Orders: Non-stock items ordered specifically for customer

4.3 Return Timeframes

Standard Returns:

Must be initiated within 30 days of delivery
Products must be returned within 45 days of RMA issuance
Seasonal products may have different return windows

Defective Products:

May be returned beyond standard timeframe if manufacturing defect is confirmed
Subject to inspection and quality control review
Warranty terms may apply for defective product returns

4.4 Return Shipping

Customer Responsibility:

Customer pays return shipping costs unless product is defective or shipped in error
Products must be packaged securely to prevent damage during return shipment
Include RMA number on all return packages and documentation

SGM Arranged Returns:

Available for large or heavy items (customer charged for pickup)
Required for products shipped in error by SGM
May be arranged for warranty returns at SGM discretion

4.5 Return Processing

Inspection Process:

All returned products subject to inspection upon receipt
Quality control review determines acceptability for resale
Inspection results communicated within 5-10 business days

Restocking Fees:

25% restocking fee applies to most authorized returns
No restocking fee for products shipped in error by SGM
No restocking fee for confirmed defective products
Custom orders subject to 50% restocking fee if returnable

5. Exchanges and Replacements

5.1 Product Exchanges

Equal Value Exchanges:

Available for unopened products in original condition
Must be initiated within return timeframe
Shipping costs apply for exchange shipments

Defective Product Replacement:

Defective products replaced at no charge when confirmed
Expedited shipping available for critical project needs
Technical support provided to prevent future issues

5.2 Wrong Product Shipped

SGM Error:

Correct product shipped at no charge
Return shipping paid by SGM
Expedited replacement available if needed

Customer Ordering Error:

Standard return and exchange policies apply
Customer responsible for shipping costs both ways
Restocking fees may apply

6. Refunds and Credits

6.1 Refund Processing

Credit Processing Time:

Approved returns processed within 10-15 business days
Credits applied to customer account or original payment method
Refund amount equals product cost less applicable restocking fees

Account Credits:

Trade customers may receive account credits for faster processing
Credits can be applied to future orders
Credit memos issued for customer records

6.2 Partial Shipments and Backorders

Backorder Policy:

Customers notified of backorders within 2 business days
Options provided to wait, substitute, or cancel backordered items
No charge for backorder cancellations

Partial Shipment Charges:

Multiple shipments may result in additional freight charges
Customers may choose to wait for complete order to minimize freight costs

7. Special Circumstances

7.1 Weather and Seasonal Considerations

Cold Weather Shipping:

Some products require temperature-controlled shipping in winter
Additional charges may apply for heated transport
Delivery delays possible during extreme weather

Peak Season Considerations:

Extended lead times during busy construction seasons (spring/summer)
Advance ordering recommended for critical project timelines
Limited express shipping availability during peak periods

7.2 Hazardous Materials

Regulated Products:

Some products subject to hazardous materials shipping regulations
Additional documentation and handling fees may apply
Delivery restrictions may apply for certain locations

8. Customer Support

For all shipping and return inquiries, contact our customer service team:

SGM Customer Service
Phone: (954) 943-2288
Toll Free: (800) 641-9247
Email: [Insert Customer Service Email]

Business Hours:
Monday – Friday: 8:00 AM – 5:00 PM EST

Emergency Support:
For urgent project needs, emergency support may be available outside normal business hours.

9. Policy Updates

SGM reserves the right to modify this Shipping and Return Policy at any time. Updated policies will be posted on our website with a new effective date. Continued use of our services constitutes acceptance of policy changes.

This policy is designed to support professional contractors and distributors in the pool and construction industry. For specific questions about shipping or returns, please contact our customer service team.