Why would an order ship Freight instead of FedEx ground or overnight?
- Any item over 150 pounds or bigger than 50” in height, width, or length cannot be shipped with FedEx ground or overnight. FedEx ships freight but it’s much more expensive and offers fewer services than the freight company with which we partner.
What services are provided when an order is shipped with the partnered freight company, Saturn?
- We’ve partnered with Saturn for their amazing customer service and White Glove package. When your order is ready to be delivered, an account representative will call you to schedule a four-hour window on the requested day of your choosing. They’ll ask you questions about the location of the building and room they will deliver to. The delivery will be brought to that room specifically. Two people will be available to ensure everything is moved inside safely.
What services are not provided when an order is shipped with the partnered freight company, Saturn?
- Delivery drivers will never uncrate/unpack your order. There is a liability issue with this task, but not to worry! Our professional installation team will already be in contact with you and you’ll have a scheduled day for them to come unpack your order and install it for you.
- Delivery drivers will not bring items over 80 pounds upstairs without an elevator. If your clinic is upstairs and does not have an elevator, we will need to arrange for a moving company to come in. There will be an extra fee for this service. This will always be discussed with you prior to the delivery being scheduled.
What if I want to use my own shipping company?
- If you have an account that you would like to use instead of the partners we work with, please communicate this to your sales representative before you sign your quote. Once you’ve signed, we will need contact information for that service. We can always work with a new shipping company; however, we cannot guarantee safe delivery with these companies. Once the order is picked up by your requested shipping company, MagVenture is no longer in possession and cannot cover any losses or damages.
What days can I have my order delivered?
- With FedEx, your order can be delivered Monday through Saturday from 8am to 6pm.
- Saturn freight can deliver any day, however, times before 9am or after 5pm will incur additional fees. Saturdays and Sundays also incur additional fees. We will always discuss this with you before the delivery is scheduled.
What if I changed my mind and I want a different delivery date or different delivery location?
- We understand that changes happen in this complicated world. If your order has not left us yet, then we can hold off until it is convenient for you to take delivery! If your system has already shipped to deliver at the location and date you requested, we will work out a new shipping arrangement. Depending on the extent of the change, additional costs may be incurred.
Are there any discounts on shipping costs for repeat customers?
- We charge a flat rate to cover standard freight shipping and do not add margins. This is true for repeat as well as new customers. Whether you are in rural Wyoming or busy Chicago, we charge all our customers a fair shipping price.
- When you purchase more items at the same time, the price is lower than setting up multiple different shipments. This reflects the discounts provided by the freight company.
How do I know my items are being shipped safely? What is the “protective packaging, shipping and insurance” charge covering?
- We ship all our items with a high-density foam cushioning surrounding every piece in every box or crate. Some items will arrive in cardboard boxes. These items have been proven to travel safely because of their weight and materials. Other items are shipped in wooden crates to give more stability to these heavier items. We always cover any shipping mishaps while the equipment is still under our protection. Until you have accepted the pieces in your possession, we will go above and beyond to make sure every piece is delivered safe and sound.
What do I do if I didn’t get all the pieces in my order or something has been damaged when it arrives at my clinic?
- MagVenture strives to provide comprehensive and safe delivery of your order. However, sometimes things are out of our control. When you accept delivery of your order, please look at the paperwork handed to you by the driver. There will be a total number of boxes/crates. If you have less or more than that number, please note it on the paperwork and give your installation team or your sales representative a call right away. If you have received a piece that has obvious damage, please note this on the paperwork and reach out to the installation team and your sales representative right away. Any pictures you can take will assist us in making sure we give you the best replacement as soon as possible. If you have any questions or concerns, please wait to sign the paperwork until you’ve contacted someone at MagVenture so we can reach out to our contacts on the back end.
How can I track my order?
- When MagVenture ships with FedEx we have a tracking number we use to ensure your order is moving appropriately. If you would like this information, we are happy to provide you with this!
- Our freight partner does not offer the same information. However, when your order has been picked up, you will be called shortly after to schedule your delivery date and timeframe that is most convenient for you. Unless something unusual happens (acts of God or unlikely accidents) your system will arrive in that window. We can even work around holidays to give you the exact day you would like!
What if I want to return my order?
- This situation is rare, but if you decide to exchange your equipment for a different item or have it shipped to a different location, your sales representative will walk you through this process. Our logistics team will work on the back end and make this as easy as possible with labels provided and setting up shipments. There is more information about this process in your quote order. In some cases, a restocking fee will be charged.
