Shipping Policy

Shipping Policy

Effective December 2, 2022

Muller Ind LLC (“we” and “us”) is the operator of https://hotsylv.com, https://hotsysouthwest.com, and https://hotsysw.com(“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. Shipping Costs
   

Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. In most cases, customers are provided with the option of choosing their preferred shipping method at checkout. Payment for shipping will be collected with the purchase.

An exception to this applies to orders containing items that must be shipped LTL Freight. For more details on LTL Freight shipments please see Section 2. Freight below.

2. Freight

Due to their weight and size, some of our products must be shipped via LTL Freight services. The following conditions apply to orders containing these items:

2.1 – LTL Freight to the United States

If the item purchased requires LTL Freight, we will notify the customer of the additional freight costs based on the weight, dimensions, and destination of the item. We will send a separate invoice for the amount due via the website. The customer must pay the invoiced amount before the order is shipped. If the customer opts not to pay the LTL Freight costs, all or part of their order will be cancelled.

We are unable to ship items via LTL Freight to AA, AE, and AP addresses.

2.2 – LTL Freight to Outside the United States

We do not currently ship LTL Freight with a destination address that is outside the United States. If the final shipping destination is outside the United States, we recommend the customer work with a freight forwarder. The freight forwarder can either pick up the product from our warehouse, or we can ship the product to the freight forwarder’s warehouse that is within the United States. The customer will then work directly with the freight forwarder to get the product shipped to another country and pay the associated customs duties.

2.3 – LTL Freight Special Requests

Customers requiring lift gate service, delivery appointments, or limited access for items that ship by LTL Freight must notify us in advance of their order being shipped in order for us to accommodate these requests. Additional charges for these special requests will apply.

If a customer fails to notify us, or pay for these special requests in advance, it may result in delays in delivery, or the shipment may be returned to Muller Ind LLC at the customer’s expense.

3. Next-Day / Overnight Shipping

To ensure delivery on the following business day, all next-day or overnight shipping orders must be placed by 10:00 AM Pacific Time, Monday-Friday. Orders that have selected next-day or overnight shipping that are not placed by 10:00 AM will likely be delayed an additional business day for processing and transit.

4. Tracking Notifications

Customers will receive a tracking link via email. They will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

5. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

6. Duties & Taxes

6.1 – Sales Tax

Any applicable sales tax will be applied to orders at the time of checkout.

6.2 – Import Duties & Taxes

For international shipments, import duties & taxes may be required to be paid by the customer when the shipment arrives at its destination. If the customer refuses to pay these duties when the shipment arrives at its destination country, the shipment may be returned to Muller Ind LLC at the customer’s expense.

7. Lost or Damaged Packages

If a parcel has damaged in-transit, or if the expected delivery date has been exceeded by more than 5 business days, please contact our customer service department at (702) 829-6085 (Las Vegas store) or (702) 457-8887 (Henderson store) so we may begin an investigation with the courier.

We will process a refund or replacement if and when the carrier has deemed that they are responsible for the package being lost or damaged

8. Additional Shipping Details
   

8.1 – Change of Delivery Address

For change of delivery address requests, we can change the address at any time before the order has been processed for shipping.

8.2 – P.O. Box Shipping

Muller Ind LLC cannot ship to P.O. Box addresses. A physical mailing address is required for shipping.

8.3 – Military APO & FPO Shipping

Orders sent to AA, AE, and AP addresses will utilize USPS shipping services only. Extended lead times may apply on some items that will drop ship from our manufacturing partners.

We are unable to offer LTL Freight or courier services to these locations.

9. Customer Service

For all customer service enquiries, please call us during regular business hours, 8:00 AM – 5:00 PM (Pacific Time), Monday-Friday at (702) 829-6085 (Las Vegas store) or (702) 457-8887 (Henderson store) or email us at info@hotsylv.com.