1. SHIPPING AND HANDLING
 
1.1 DELIVERY TIME
GAIA POLE holds a production policy to keep stock always available, however, for accurate information, we prefer to confirm delivery from 2 up to 7 working days after your order is confirmed. Our factory is situated in Joinville, South Brazil, and once your order is ready to pick up, the courier provider will collect and inform you of the estimated delivery time that varies country by country. To enable us to inform you about the delivery status, please include your zip code and your best email at the order, so we can contact you if we need to!
Please note that these delivery times are approximate only. We CANNOT guarantee delivery any sooner than 7-15 days from the collection (not at the time of your order). Please take into consideration unforeseen or unplanned circumstances that may be out of our control Eg. fabrication delays, delivery delays due to transport and traffic, high volume of orders to be dispatched.
Also, please note that when our goods leave our factory, we are not responsible for any delays or different ways of deliveries that might occur because of the shipping company.
 
1.2 SHIPPING AND HANDLING
We send all poles using a door to door courier service. This is under the terms of commerce INCOTERMS 2020 – DELIVERY AT PLACE UNLOADED. Means that customs procedure may take force to have the products customs cleared in your country and import duties and taxes may be applied for your payment, depending on the eligible legislation of each country. Reading this term and accepting it, you will be advised of this expense which will be charged by the courier company before delivering the parcel to you.
This term requires the seller release goods for export, where applicable, without any obligation to release the goods for import. Import procedure is under BUYER responsibility to pay import duty and/ or carry out import customs formalities.
For ensuring full accountability from the delivery service, we cannot send to PO Boxes. Please ensure you list a street address for shipping, otherwise your order will be delayed while we contact you for correct shipping details.
Because we use a third party to deliver the goods, we are unable to call upon approach or give you an exact delivery date. Unless otherwise notified, the courier requires a signature upon delivery. If you are unsure if you will be home when the item is delivered, consider getting your parcel delivered to another address.
 
1.3 SHIPPING COSTS & CHARGES – DELIVERY POLICY
GAIA POLE, in willing to deliver the goods safety and with the best transport service possible, offers you the shipping cost and charges to be added with goods payment. We remind our General Terms that notwithstanding every effort has been made to ensure that the information contained on this website is accurate and up to date, GAIA POLE cannot be held liable for any price changes on product or shipping cost and charges at any time. Delivery/shipment quotations are based upon best information available at the time of quotation. All products and deliver are subject to availability and the company reserves the right to amend these charges without notice at any time. All delivery charges are exempt from any discounts shown or offered. Goods are at the SELLER’s risk, except for the import´s procedure and payments, upon to arrival at BUYER´S premises, that´s why the insurance fee must be applied with no exemption.
GAIA POLE operates the delivery services with the courier transport company FEDEX based on their terms of delivery. Therefore, all shipping costs and charges will be applied at the time of order. Completing the order, the shipping charge and insurance will be included at the total purchase order for payment. GAIA POLE shall not be liable for any loss or damage or expense whatsoever or howsoever arising from delay in delivery or failure to deliver. You can consult the courier´s terms of delivery.
Once you finish your purchase at our website cart, the total amount will be confirmed for your approval and payment being: Product amount including packing + freight cost from our factory up to the address you have informed for delivery + door to door insurance.
We also remind our Shipping and Handling Terms: Import Procedure is under BUYER responsibility to pay import duty and/ or carry out import customs formalities. This expense is not considered in your payment and will be charged by the courier transport company based on your country eligible legislation. Please take a careful read at our Shipping and Handling Terms.u>
Confirming the purchase, you automatically accept all GAIA POLE Terms and Conditions.


1.5 TRACKING
Once your order was shipped you will be sent an email that includes your tracking number. If you have misplaced this email, you can write to sales@gaiapole.com and we will send you all the required info.
It is your responsibility to track the order and check whether the order was delivered to your address, or to parcel shops. If the order was delivered to a parcel shop, please contact your local courier, with which the order was sent for further instructions. It is not our responsibility to track the order, or to getting in contact with local couriers.
 
2. MAINTENANCE INFORMATION
For information about assembly and maintenance of your pole, access the Product Manual page. For technical support, send an email to sales@gaiapole.com.
 
3. CLAIMS AND RETURNS
 
3.1 WARRANTY
All products come with 12 months of warranty. The warranty covers any manufacturing defect. It will not cover problems due the bad use or incorrect installation of the equipment. Therefore we recommend that you read with attention the manual product page before claim warranty because if during the technical analysis we do not identify any manufacturing defect, you will have a financial burden.
This warranty does not extend to any product that has been damaged or rendered defective: (a) as a result of accident, misuse, or abuse or lack of reasonable care; (b) by the use of parts not manufactured by GAIA POLE or sold by GAIA POLE; (c) by modification of the product.
Note: GAIA POLE is unable to accept any liability save to the extent and in the circumstances described above. In particular, GAIA POLE cannot be liable for any financial loss, injury or damage caused to the buyer or any other person caused by any defect in the goods except to the extent that its negligence caused it or contributed thereto.
GAIA POLE cannot therefore be responsible for the negligence of others. Where the buyer sells the GAIA POLE’s goods as the GAIA POLE’s agent, he has no authority to make any representations or give any warranties relating to the goods or their fitness for any purpose.
To claim the warranty about manufacturing defects you should send an email to sales@gaiapole.com and solicit the warranty form.
 
3.2 RETURNS BY REGRET OR QUITCLAIM
It is the customer’s responsibility to examine the consignments of goods upon arrival for the cases of wrong delivery, shortages, plus any transit damage. In these cases, claims MUST be made in writing to GAIA POLE’s email sales@gaiapole.com within 3 days of receipt of goods.
Damage may occur during transport. Once the parcel is received, please check for any damage on the outside of the package. And please make a remark on the delivery note, before signing it, and contact GAIA POLE on sales@gaiapole.com in case of any claim.
In case the goods have become lost in transit, please register your claim in writing to GAIA POLE’s email sales@gaiapole.com within 15 days of the invoice date.
Also we would kindly like to remind you that when our goods leave our warehouse, we are not responsible for any delays or different ways of deliveries that might occur because of the shipper. It is the buyer responsibility to track the order and check whether the order was delivered to their address
If the content is damaged, once you open the parcel, and no damage is shown on the outside of the parcel, also make a remark on the delivery note, and contact GAIA POLE on sales@gaiapole.com in case of any claim.
Any claim against GAIA POLE by a purchaser of its products arising out of the condition or quality of said products shall be made in writing to GAIA POLE within seven (7) days of the delivery of said goods.
GAIA POLE, in compliance with the consumer´s respect and legal regulation of e-commerce, also reserves the buyer to the right to give up your purchase until SEVEN (7) days after arrival and accepts the return of the goods.To express your regret about the purchase you must send an email to sales@gaiapole.com and request the regret form.
To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of delivery. Buyers will be responsible for the returning shipping costs of the item. Shipping costs are non-refundable. If the buyer receives a refund, the cost of return shipping will be deducted from the refund.
For the all above claims situation, any return will be only authorized upon written acceptance from GAIA POLE, who will instruct the same courier company that has delivered the parcel, to pick up the goods and ship it back within 15 days after the claim´s acceptance confirmation. It’s the buyer ‘s responsibility to leave the parcel packed and available for pick up. Please repack before delivering to the courier to avoid extra cost. If you have destroyed original packing, please provide a similar new one and justify it at the declaration form.
GAIA POLE DO NOT accept packing and carriage charges for customer returns, the return shipping cost and insurance as well as packing charges, if applicable, will be fully deducted from the refund. The shipping cost and insurance to be deducted will be the same amount charged by the courier company from your address to GAIA POLE, Joinville-SC, Brazil; in case of packing is required, it’s also be deducted as charged by the courier company. No refund or exchange can be made until the goods are received.
Important: If there is any damage to the product, the costs of repair and replacement of components will be deducted from the refunded amount.
 
4. LIABILITY
 
4.1 PUBLISHED DATA
All published data of any kind by GAIA POLE relating to products is approximate. No warranty or condition of accuracy is given or implied. GAIA POLE accepts no responsibility for any loss or damage direct or indirect arising out of or in connection with this clause.
 
4.2 GOVERNING LAW
The law governing all contracts with GAIA POLE is the Law of Brazil. In the case of any dispute, the Courts of Brazil have exclusive jurisdiction. Products supplied may be subject to patents and or registered designs. The Company reserves the right to withdraw or modify the design or specification of any product at any time without notice.
 
4.3 LIABILITY
As information on our website is provided free of charge, we do not accept liability for it. We will not be liable to you for any indirect or consequential loss, loss of profit, revenue or goodwill arising from your use of the website or information on the website.