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Recently I was in a shopping centre and went to the toilet. As I was washing my hands I noticed someone duck out behind me without washing their hands. Not that unusual. But this guy had his work clothes on. I knew which food outlet he worked at. So on my way past, I looked […]
We have just been through the process of signing up for the yellow pages again. I can still remember that ad where the secretary forgot to book the yellow pages ad, and the boss is yelling out the window. I would have to say, if we had missed it, I really wonder if it would […]
I’m a Dilbert fan. It is amazing what can fit into 3 small squares. But I think this cartoon may have outdone Dilbert. True, it did take 4 squares, but what a square: http://xkcd.com/1110/ In case it took you 20 seconds to look at it, and go “I don’t get it” then the answer is […]
After having dug to a depth of 10 feet last year, British scientists found traces of copper wire dating back 200 years and came to the conclusion that their ancestors already had a telephone network more than 150 years ago. Not to be outdone by the British, in the weeks that followed, an American archaeologist […]
Recently at the Fine Foods Trade Show I came across “Thermabag” According to the blurb “Thermabag keeps food and drinks hot cold or frozen for up to 3 hours”. I could be slightly cynical and say the boot of my car will do the same, but I assume they mean closer to the 3 hour […]
What happens to the food in your fridges and freezers when you have a power blackout, a brownout or a door is left open? When you find that there was a blackout, do you know for how long? What about the fridge door, was it left open over night or was it just from the […]
At OnSolution we try to ensure that the customer is totally satisfied with the product. If a problem exists we will endeavour to rectify the problem immediately. This isn’t always practical, so these are the guidelines we work by: Distributors: Distributors are responsible for the first level of support and often take care of the […]
Last time I mentioned the fun we are having with choosing a product name. We are also having a challenge with choosing a company name. We’ve outgrown the old company name. “OnSolution”. It really doesn’t mean anything, is impossible to remember, and most people write down OneSolution. OneSolution would have been great. It’s taken. So […]
I thought it would be easy to come up with a new product name. But with the wireless loggers rapidly approaching final release, choosing a new product name is becoming more urgent. Here’s the dilemma. The name has to meet the following criteria: It must be easy to remember. When someone mentions it to someone […]
Today I was talking to a customer who had recently purchased temperature loggers to monitor shipments to Japan. They had problems with shipments being rejected because of moisture damage. This was a new client in a new city in Japan and they were after a special mix that our customer could make. The new city […]
Our normal terms and conditions (like most businesses) is that you take possession the moment an order ships. If the order is lost or damaged in transit then, in theory, it’s your problem. In reality we will have a conversation and try to work out a good way to resolve the issue where we are both happy (or not too upset).
Shipping insurance is there to remove the drama. If an order is lost or damaged in transit, we will simply send out a replacement, and we will then deal with the courier directly to resolve the original problem.
Our shipping insurance also means that if an order is delayed beyond what is normal and reasonable then we will send you another shipment (stock levels permitting). Then you should receive one of them sooner, and when the second one arrives you simply Return To Sender.
Shipping insurance is 5% of the cost of the goods.
Is it worth it? Practically we have had far less than 5% of shipments have problems. It is, however, what Australia Post and other couriers charge. Ultimately insurance is about peace of mind and less hassle when something does go wrong.
Shipping insurance is offered as an option on all our web sites. You can select it at the checkout.
For large orders our staff may also ask if you would like shipping insurance.
If you would like shipping insurance on an order you are placing with us, just ask.
Unfortunately we have had a couple of large orders not make it and then the customer refused to pay. A friend suggested that the easy way to avoid the dispute is to insure any shipments where we have a significant risk.
If you would like an immediate line of credit (30 days to pay) and have the goods ship immediately (no credit check delays) and are purchasing over $500 then we will add shipping insurance to your order.
The shipping insurance can be waived if the order is between $500 and $2,000 and you provide us with a formal confirmation that you accept responsibility of the goods once they ship.
Alternatively you can prepay by direct deposit or credit card.
If there is a clear proof of delivery to the shipping address provided then we class that as delivered. Unfortunately there are cases where it is lost somewhere between the loading dock or receptionist and ending up in your hands. But we also know that a photo of the bag against a generic grey background is not proof of delivery, it is just proof of existence! It needs to be a reasonable proof of delivery.
It also doesn’t cover the expectation of overnight delivery. For example, if we were to ship to Melbourne (we are in Sydney) then we would expect it to be delivered within about 3 days. Most of the time it is overnight, but there are enough floods and other issues that regularly cause minor delays. Sending a second order the next day tends to not fix the problem. If it is super urgent, talk to us about how we can minimise the risk.
For damage claims we ask that you contact us immediately and we will probably ask for photos or some proof. The shipping insurance doesn’t cover claims weeks later. We do have warranty covering our items, but it excludes physical damage (e.g. being dropped). If the goods are damaged in transit then please let us know ASAP so we can cover it under the shipping insurance.