NOTE: Currently, most couriers are NOT guaranteeing delivery times. When an order is shipped, an email is sent to the customer with a tracking number. STR Simulation of Savannah has no control over a shipment once it is in the hands of a courier and is not responsible for delays once an order has been shipped. While all orders are insured, STR Simulation of Savannah is not responsible for delays in shipping due to problems, overloads and other issues that the couriers encounter. An official service request must be made by the customer with the courier. if a delivery is later than indicated on the tracking notice. (Check your email for the tracking information. It may be in your spam, junk mail, or trash. STR Simulation of Savannah should be notified immediately when you believe there is an issue with your order. We will assist in all ways possible. If and when a courier determines a package is actually “lost” or damaged, it will notify STR Simulation of Savannah and at that time the customer will be reimbursed for the entire order.
Online Orders from Web Site: Free Priority Shipping for Online Product Purchases shipped to a single address in the 48 contiguous states. STR Simulation of Savannah does not ship outside the US at this time. See exceptions below.
Exceptions on shipping fees: Due to weight or addresses deemed difficult by the shipping company, some shipments may require additional fees for delivery. If this is the case, the buyer will be contacted and offered the opportunity to pay additional shipping or have their order canceled and the purchase fully refunded. STR Simulation of Savannah reserves the right to cancel orders and issue a refund under these circumstances.
Method of Payment:
Online purchases can be made with VISA, MasterCard, Discovery, and American Express. We will also accept bank checks and money orders and will ship items once the funds have been received and deposited.
Cancellation of Orders:
Orders that have been shipped cannot be canceled. Orders that have been processed, but not yet shipped may be subject to processing fees if canceled before being shipped. If you have placed an order and then wish to cancel it, you must call the business office immediately at (877) 787-7461 during normal business hours.
Out of inventory items:
All products sold online are intended to be in stock unless a message on the product page states “out of stock.” Occasionally an item that is out of stock is not noted as such. Should a product not be available within an order, the remainder of the order will be shipped and the item out of stock will be refunded. In such cases, the customer will be notified.
Shipping Method:
Please note that all orders will take at least one full business day before they are actually shipped, at which point most orders are shipped Priority via USPS. Many actually arrive in two or three business days from when shipped. However, the STR Simulation of Savannah is not responsible for the duration of delivery once it leaves its facility and is in the hands of a courier. STR Simulation of Savannah will assist the customer within its control, but the courier is fully responsible. While all orders are insured, STR Simulation of Savannah is not responsible for delays in shipping due to problems and overloads at the USPS or any other courier.
If and when a courier determines a package is actually “lost” it will notify the STR Simulation of Savannah and at that time the customer will be reimbursed for the entire order.
Most orders in the United States are shipped via USPS Priority to all 50 states. Any single order cannot be shipped to multiple locations. Orders can be shipped to a second person and address (for example, as a gift.) Products are shipped to all 50 states.
Returns, Defective items, Lost/Missing and/or Products Damaged in transit:
Damaged goods:
If it has been determined that any item was damaged during shipping, at the discretion of the STR Simulation of Savannah a refund for the damaged goods will be issued or a replacement will be provided. (Please note: not all products are immediately available for replacement.)
This is the link that must be used to report a damaged shipment, a defective product, or missing items:
Tracking of shipment:
STR Simulation of Savannah emails tracking numbers to its online customers on all orders. Before notifying STR Simulation of Savannah, please check your email, trash, Junk, or Spam folders. If you do not receive a tracking number, please contact us.
Tracking late or lost shipments:
At the time of shipment, the STR Simulation of Savannah will email you a tracking number. If a shipment does not arrive on the schedule noted in the tracking information, please call the courier (in most cases it will be your local Post Office) and provide the tracking information we provided to you via email. You will have far more success with your local post office than with a phone call from STR Simulation of Savannah. Often these orders were misdelivered to a neighbor or the box may be sitting at your local Post Office. You must make the call ASAP or your claim may be denied by the Post Office or courier.
If you have no success with the Post office on the recovery of a lost order, please submit a claim and we will attempt to resolve the problem from our end as well. As noted above, time is of the essence and your assistance is essential to reimburse your claim.
Submit here:
PLEASE NOTE: Without your immediate assistance and information (within a couple of business days of delivery) YOUR CLAIM MAY BE DENIED BY THE POST OFFICE or courier.
Returning goods:
Returns must be made within 20 days of purchase under these terms:
Our Quality Guarantee…
We take great pride in our reputation for quality and excellence. But, even more important we put our customers first. If you are not completely satisfied with your purchase and wish to return it for exchange, refund or credit. STR Simulation of Savannah may require the item to be returned to receive a refund, replacement, or credit. You may request a refund, credit, or replacement, under the following conditions.
- If the return requires shipping back to STR Simulation of Savannah, the return must have a RMA number (Return Merchandize Authorization) See details below…
- You may return the product to the STR Simulation of Savannah office at 37 W Fairmont Ave, Building #100, Savannah, GA 31406
- The item being returned to STR Simulation of Savannah must include the original packaging, if any.
- The item must be received by STR Simulation of Savannah within 20 days of the original purchase along with proof of purchase.
- Please note: If at time of purchase, the product was not shipped to the customer as part of the transaction, the customer must assume all costs of S&H related to a return, refund, or replacement.