Question 1

How do I place an order?

Accepted Answer

You can place an order by phone, fax, mail, or email, using whichever method is most convenient.

Question 2

What payment methods do you accept, and do you offer fall billing or payment plans?

Accepted Answer

Rae Crowther accepts checks, Visa, Mastercard, and American Express. Wire transfers are also accepted for international orders. Fall billing is available on certain orders and invoiced fall billing terms are due October 1 with no additional charge. Some items also offer payment plans, which require a signed school purchase order or signed Rae Crowther Purchase Agreement. Freight is due with the first payment.

Question 3

What are your pricing, discounts, and standard terms?

Accepted Answer

The catalog shows the lowest available price. Standard terms are Net 30 Days. Shipping charges are separate from equipment pricing and vary based on the items ordered. There is a $50 minimum order.

Question 4

Can I request a quote?

Accepted Answer

Yes. Rae Crowther can provide a guaranteed quote on any product in the catalog. Quotes are valid for 30 days. Freight rates are only guaranteed when the delivery address matches the quoted address exactly.

Question 5

Can product details or features change from what is shown in photos?

Accepted Answer

Yes. Delivered items may vary from photographs. Rae Crowther reserves the right to update products or make changes at any time in order to provide the best product with the latest features.

Question 6

What should I know about shipping and delivery?

Accepted Answer

Catalog weights are not shipping weights. All equipment is shipped F.O.B. Rock Hill, South Carolina.

Question 7

What happens if my freight shipment is lost or arrives damaged?

Accepted Answer

Products leave the factory in proper condition, but once shipped, the carrier is responsible for the shipment. If equipment arrives short or damaged, the delivering carrier is responsible for claims. The person signing for delivery should write 'Short' or 'Damaged' directly on the carrier ticket and keep a copy. Rae Crowther will help with the claim process, but reimbursement through the freight company can take 90 days or more.

Question 8

What should I do if I find concealed damage after opening the box?

Accepted Answer

Notify Rae Crowther and the delivering carrier immediately. Ask the carrier to complete a concealed damage report. In most cases, this must be done within one week of delivery.

Question 9

What is your cancelled order policy?

Accepted Answer

Cancelled orders are subject to a 15% restocking fee, and the customer is responsible for all freight charges.

Question 10

What is your non-warranty return policy?

Accepted Answer

Before returning equipment, contact the factory and describe the issue. Customers have 15 days to return items at their own expense. Custom or limited-edition items cannot be returned. Returned items must be in factory-new condition. A 25% restocking fee applies, along with the original freight amount, and the customer is responsible for all freight charges. Returns after 15 days will be refused. Rae Crowther does not ship equipment on a loan or trial basis.

Question 11

What is your warranty return policy?

Accepted Answer

Contact Rae Crowther by phone or email to confirm whether the item is under warranty. If it is, you may be asked to send photos of the part in question. General warranty coverage applies to defects not caused by abuse or normal wear. Rae Crowther will determine the cause of the damage and, if covered, will repair the existing part or provide a replacement. Warranty periods are 5 years for metal parts, 3 years for foam parts, 3 years for vinyl parts, 2 years for rubber parts, and 1 year for all other parts.

Question 12

What happens if I refuse a shipment?

Accepted Answer

Refused shipments are subject to a 15% restocking fee plus total shipping costs. If equipment is being purchased through a booster club or other non-school funds, the school should be notified to accept the freight on behalf of the team.

Question 13

What is covered under your limited warranty?

Accepted Answer

Rae Crowther's sole obligation is to repair or replace, at its option, any part found to be defective during the warranty period. Any product believed to be defective must be returned for inspection at the buyer's expense, and a Return Authorization Number must be obtained before returning a product under a warranty claim. The warranty does not cover products damaged in shipment or damage caused by misuse, negligence, accidents, improper assembly, ordinary wear and tear, vandalism, repairs, alterations, or replacement parts not manufactured or installed by Rae Crowther.

Question 14

Do you offer any implied warranties or accept liability for consequential damages?

Accepted Answer

No. Rae Crowther disclaims implied warranties, including merchantability and fitness for a particular purpose, beyond the warranties specifically stated. Rae Crowther is not liable for consequential damages, personal injury, or property damage beyond the limits of its stated warranty obligations.

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