REFERENCE / POLICIES

PAYMENT TERMS
All items are shipped after payment terms have been approved.
New Accounts - require Visa, MasterCard, COD, or Prepaid Cheque
Established Grandfather Accounts - Net 30 day terms are subject to prior payment history with our company.
C.O.D. Shipments - C.O.D. orders are accepted. Current charges for carrier used will apply.
NSF Charges - all NFS cheques are subject to a charge of $ 30.00

FREIGHT TERMS & ROUTING
Freight F.O.B. Surrey, BC Canada (with exception to 4% freight allowance, where applicable)

Products will be shipped next day with the exception of Picture Frames and non-stock items.
All orders that include frames will be held until frames are ready to ship.
All orders will be shipped with applicable charges included on invoice (with exception of freight collect)
Mercana will determine which carrier to use (Economy UPS or Expedited Mail).
Tracking - UPS: 1-800-PICKUPS Canada Post: 1-888-550-6333
Residential delivery or other charges for special carrier services may be additional.
Backorders - Prepaid (with exception of C.O.D.)
Additions to backorders are freight collect (4% freight allowance will apply to additions over $150.00).
C.O.D - Please specify preferred carrier. C.O.D Charges on backorders will be 50% subsidized by Mercana.

4% FREIGHT ALLOWANCE
All orders over $150.00 are entitled to a 4% freight allowance.

4% of merchandise on the invoice (tax not included) will be credited towards the freight charge.

Freight charges and credit (allowance) will be shown on invoice. Items shipped together must meet $150.00 minimum.

Exceptions - The following will NOT receive 4% freight allowance:
Equipment, Paper Rolls, Crescent mount board, Framed Art, Acerboni albums, 5000 quantity priced mounts & all low margin items.

Non-Stock Items - must be shipped together and must meet $150.00 minimum order to be eligible for 4% freight allowance.
Shipping via customers carrier - 4% freight allowance available. However orders will be shipped COLLECT.
4% freight allowance will be credited back provided documentation of freight charges are given to Mercana within 30 days.

RESPONSIBILITIES / FREIGHT CLAIMS
Our responsibility is to provide a quality product well packaged for transit with the freight carrier.
The carrier has the responsibility to deliver the product to you in good condition.

YOU are responsible to report all damage to the appropriate Carrier.

Please inspect shipment for damages and note on freight bill. All claims are to be made within 3 business days of delivery.
Freight Claims - Mercana will assist on claims to UPS and Canada Post only.
Please contact our Customer Service Team regarding any question concerning your shipment.

In the case of damaged goods, please do not discard any of the packaging materials.
The Carrier will send out an inspector upon claim being reported.

Any replacements shipped will be billed on account, upon approval from carrier of damaged goods.
Mercana will credit back related charges on account.

RETURNS
No returns will be accepted without proper prior approval.
Custom items are non-returnable
Restocking charges - 15% restocking charge on returned items / 100% of original outgoing freight incurred will apply.
Freight must be returned pre-paid.
Please contact Mercana immediately regarding any shipping errors.

CUSTOM OPTIONS
Mercana has been manufacturing picture frames from raw moulding for over 15 years.
All Mercana "M" Frames are custom, made to order.

Because we are the manufacture of many of our frames, Many custom options are available to our customers.
Some of these options include the following:
- Many raw moulding profiles to choose from
- Many Liners choices (Velvet, Silk, Linen and wood finishes)
- Over 150 ornamentation designs
- Over 90 custom “Mercana” original frame colours

*All prices are subject to change without notice*
Please consult our Customer Service Team for available Custom Options