All orders must be submitted in writing to Valen via email or fax. Order acknowledgments are then returned by fax or e-mail within 24 hours. The order acknowledgement is sent to confirm that the order has been entered in our system according to the customer’s instructions. It is extremely important that acknowledgements are checked immediately upon receipt. Valen must be notified immediately of any errors found. If you have not received an acknowledgment within 24 hours after sending your order, please contact Valen Customer Service. Orders that have been submitted to Valen more than once will be the responsibility of the customer.
Please contact Valen Customer Service immediately if you need to cancel or modify an order. In most cases cancellations can be made if notified within 24 hours, but if the order has already been issued to production, cancellations are not allowed. Order modifications, depending on the extent of the change, may or may not be accepted, but if accepted can result in longer lead times.
Defective Product Policies
Contact Valen Customer Service within three working days after receipt of a shipment if you receive damaged or defective products. Claims must be in writing and include the original order or invoice number, a list of defects or errors and photographs of the damage or defect.
Valen will ship replacements or missing items as soon as possible after the receipt of a claim. We may require the return of product for inspection prior to production of replacements. Returned merchandise must be shipped with secure and protective packaging materials to prevent shipping damage.
We reserve the right to ship replacements at regular price until an investigation is complete. Any credits issued are against the original order. Non-defective items and custom-made items are not returnable.
Freight Damage Claims
Valen is not responsible for damage during transit. If you suspect damage upon arrival of the truck, take photos of the materials inside the truck before unloading. In all situations, if a shipment contains a damaged box or skid, the freight bill upon arrival of the freight must be marked “Damaged” or “Subject to Inspection”. The receiver and the delivery driver must sign the delivery document. If the freight bill does not contain a notation of damage and the signatures, the freight carrier may not honor the claim. In all cases, motor carrier or UPS, if you suspect damage may have occurred, carefully document your initial inspection of the product in writing and with photographs, including time stamps. Retain the damaged product and packaging materials for inspection by the carrier. File claims for damage by common carriers with the carrier. Report claims for damage by UPS to Valen Customer Service, who will in turn file the claim with UPS and will receive any reimbursement.
Valen takes care in the design and application of its packaging solutions. Experience has shown that most claims result from mishandling of materials by the carrier. Please follow the above steps for claims or replacement parts for materials damaged in transit. The processing of replacement orders due to carrier damage is according to the customer’s normal payment terms.
Valen warrants our products to be reasonably free of defects in materials and workmanship for one year. When properly handled, our products will conform, within reasonable tolerances, to applicable specifications. This warranty applies only when products have been handled, stored, and installed correctly. Valen will not be responsible or liable for any indirect, consequential, transportation, or incidental damages or costs sustained by the user. This includes cost of materials, labor, travel, installation, or other related expenses. Valens’ warranty is limited to the value of the original materials purchased and the price paid for the materials. Natural characteristics in wood products that fall within Valen specifications will not be considered defects. Valen will not be liable for damages to products caused by improper handling or installation. Our products are not warranted against expansion due to moisture or high humidity. Valen expressly disclaims any and all other warranties, whether expressed or implied, including all warranties of merchantability and warranties of fitness for a particular purpose.