Question 1

What does this transport surcharge cover?

Accepted Answer

This transport surcharge covers the specific logistics costs involved in delivering bulky or non-standard-sized orders. Guiding barriers, posts and queuing systems often exceed the dimensions or weights accepted by standard express carriers, requiring the use of specialist providers (palletised courier service, dedicated freight). This surcharge is calculated as accurately as possible and includes no commercial margin: it reflects the actual cost invoiced by the carrier.

Question 2

Is this surcharge applied systematically to every order?

Accepted Answer

No, the transport surcharge is only applied to orders whose logistics configuration requires it: large quantities, pallet delivery, or destinations outside the standard zone (islands, mountain areas, industrial addresses with restricted access). For an order of a few guiding posts sent as a standard parcel, the usual shipping costs apply with no surcharge. Our team can confirm at the time of order whether this additional charge is necessary for your delivery.

Question 3

Can I avoid this surcharge by splitting my order?

Accepted Answer

Splitting an order is generally not the most economical solution: transport costs apply to each separate shipment. It is often more advantageous to consolidate your requirements for crowd guidance and marking equipment into a single palletised order, which can reduce the unit cost of transport. Our sales team can advise you on how best to organise your supplies in order to minimise overall logistics costs.

Question 4

Does the transport surcharge differ depending on the country of delivery?

Accepted Answer

Yes, the structure of logistics costs varies depending on the destination. Delivery to mainland France does not involve the same constraints as shipping to Belgium, the Netherlands or Germany. The crowd guidance systems we sell are shipped throughout Europe, and any surcharges take into account local transport networks, import taxes and the customs requirements specific to each country.

Question 5

Does delivery include placement upstairs or in an exhibition room?

Accepted Answer

Standard delivery is made to the foot of the building or to the loading dock. For delivery to a room, a storage area or an upper floor, which is common when installing distancing posts in museums, galleries or showrooms, an additional carrying service can be arranged. This service is subject to a separate quotation. We recommend planning for it when placing your order so that the intervention can be coordinated with your installation schedule.

Question 6

What should I do if damage is found on delivery?

Accepted Answer

If damage is visible on receipt, you must enter precise and detailed reservations on the carrier's delivery note (never sign without reservations). Photograph the packages and damaged products immediately, then contact our customer service team within 48 hours.

Question 7

Can collection on site be arranged to avoid transport costs?

Accepted Answer

Collection from the warehouse is possible by prior appointment. This option is particularly suitable for professionals who wish to inspect their guidance and marking equipment before collection, or who have their own logistics. It also avoids any transport surcharge linked to delivery constraints. To arrange a collection, please contact our sales team so that order preparation can be planned and access arrangements to the logistics site confirmed.

Question 8

Is the transport surcharge refunded if a product is returned?

Accepted Answer

Transport costs, including logistics surcharges, are generally not refundable in the event of a return initiated by the customer, in accordance with the general terms and conditions of sale applicable to professionals. However, if the return follows an error on our part or a product defect, the full cost of outbound and return carriage is covered. Our European manufacturing and rigorous quality controls keep such situations to a minimum. Please do not hesitate to contact our customer service team with any question specific to your order.

Transport Surcharge (POT-0002362 - 5/8)

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