Shipping & Returns


Cable Production

The majority of our cables are custom-built to order, so the quantity and complexity of the order, along with our other current orders, define the time it takes to ship your order. However, we strive to provide extraordinary speed and quality with our cable production, so all orders are shipped as quickly as possible in all cases.

Shipping

Most orders are ready to ship within 1-4 business days, but because a few products take a bit longer, be sure to note the "Estimated Shipping Time" info next to the "Add to Cart" button on the product page (image below).

Estimated shipping time

Most orders ship via USPS, with larger/heavier orders shipping via FedEx. On certain occasions, we may drop ship an order or item from a vendor, and they typically use UPS or FedEx.

If you have a date you need the order by, please note that in the order comments.

Here are transit time maps from our location for reference (does not apply to drop ship items).

Priority Mail Map

FedEx Map

Free Shipping

  • Order must meet the $75 minimum before taxes and shipping.
  • You cannot combine multiple orders for free shipping.
  • Shipping is automatically calculated in the cart.
  • It is limited to economy shipments.
  • Only available to the continental U.S. (excluding APO/FPO).
  • Certain items are marked as excluded from free shipping.
  • Canceling items before shipment may affect free shipping.
  • Not available on prior orders.
  • If an item is returned, the shipping charges will be deducted from the refund.
  • Terms are subject to change without notice.

International Shipping

We accept orders from almost all countries (if your country is not on the list, please let us know). All orders from outside the United States must be pre-paid in U.S. dollars and are subject to normal import duty, taxes, and customs clearance charges in the destination country. International shipping duties and taxes are the purchasers' responsibility; EHS has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. If the purchaser refuses shipment due to duties and taxes, the purchaser will be liable for any costs incurred by EHS. EHS holds the right to refuse orders from non-U.S. customers; if done so, you will be given a full refund.

EHS does not collect any VAT or other taxes that may be required for the customer to pay.

We only accept international orders for our custom cables; we will not ship lighting equipment (cables not included), sound equipment, or pre-made RapcoHorizon snakes internationally. If you have a product in your Shopping Cart that we do not ship internationally, the site will not provide a shipping estimate.

We only ship internationally using USPS, and the website only estimates shipping based on USPS rates. Please get in touch with us if you have a time-sensitive item and need FedEx shipping.

General Sales Policy

We reserve the right to substitute a wire or part if we feel the change better fits the quality and needs of the customer. Normally we will contact the customer when we make this change.

Pricing is subject to change without notice.

If there is an item or part that is not available, discontinued, or too low in stock to fill the order, we will contact the customer to find the best plan to fill the order.

Shipping Times

We always will ship a product as quickly as possible.

See the product page for each item's estimated shipping time; this is for reference only due to the ever-changing inventory and order load. Larger orders will take longer to ship than smaller orders. If an item is back-ordered, the entire order is usually held unless special circumstances apply.

Priority is given to orders with Express shipping.

1-3 Days: In-stock items that can be quickly built or shipped.

2-4 Days: In-stock items that require more build time.

1 Week: Varying stock but generally available at short notice.

1-2 Weeks: Requires special order components for the build.

Call: Please call before ordering

Please call or email to check if anything you need is time critical or a more accurate ship date estimate. The time listed is for reference only and does not indicate current stock or availability or imply a guarantee.

Payment

We are required to charge sales tax on all orders shipped to the state of Tennessee. If you are a church, school, or other business with tax-exempt status in Tennessee, please get in touch with us for assistance with your order. For convenient online ordering, we can set your online account to be tax exempt for all orders. You will not be charged tax outside Tennessee, and no tax-exempt paperwork is required.

We accept Visa, Master Card, Discover Card, American Express, PayPal, and check or money orders. Orders are processed once payment is received.

Check or Money Order must be payable to:

Event Horizon & Services
310 Raywood Court
Nashville, TN 37211

Order Changes After Checkout Before Fulfilment

If the item price goes up due to a change, the increase plus a change fee will be charged at our discretion.

If the price goes down, a change fee will be at our discretion, and refunds will not be given when a refund is calculated to be $4 or less.

If materials have already been cut or assembly has already started, the fee/cost will depend on the change. Ex: shortened cables might not get a refund; longer cables might be subject to the price of a completely new piece of wire.

Returns /Refunds/Exchanges

All returns must be pre-authorized. No return will be accepted without prior authorization. In addition, we reserve the right to refuse the return of certain high-value items or large quantities of single items or special order items.

The return policy varies by item see the product page for the level of Return Policy that applies and details of each following:

Standard

Items to be returned for a refund or exchange for a different item must be received back within 20 days from the date of purchase. Taking into account shipping, this allows about 15 days to return the item for a refund. At our discretion, we may extend the deadline on a case-by-case basis. After 30 days, no refunds or exchanges will be authorized. See warranty for information on defective items.

If the order qualified and was shipped with free shipping, shipping expenses and the restocking fee will be decucted.

Returns for reasons other than the fault of EHS will be charged a restocking fee (usually 15-25%) plus the non-refundable shipping expense. In addition, all returns must be in the original packaging and in an unused condition. If the item is missing packaging or is in a used condition, a higher restocking fee will be deducted from the refund.

All return shipping costs are your responsibility. Any item attempted to be delivered with charges due will be refused. EHS will cover the costs of having a replacement item delivered.

If an item shipped to you is truly the wrong item and was our mistake, we will issue a call tag with a shipping company.

If there is an order discrepancy (received the wrong item, received the wrong quantity, or other problems), it must be reported within three days of package arrival.

If there is any shipping damage or an item is dead on arrival or defective, it must be reported within three days of package arrival. Please include in the initial correspondence whether it is shipping damage, DOA, or defective.

Standard Plus

Follow the standard return policy plus this: Applies to more custom items; higher restocking fee of 20-30%.

Limited

Follow the standard return policy plus this: Generally, for custom-built cables, basic cables can be returned at a 20-50% restocking fee; however, cables including custom text labels, short cables, non-reusable connectors, or unusual configurations are non-returnable.

Non-returnable

Follow the standard return policy plus this: To protect our low prices available to everyone and to offer highly specialized and/or customized items that very few people need, we have to restrict the returns of those certain items.

All "special order" items that are not on the site and are done through email, phone, or other means are considered non-returnable.

Restocking Fee

Why a restocking fee? We do not want to profit by selling products and charging high restocking fees. However, restocking fees have become necessary to keep our costs and prices down. The majority of customers never return items. When items are returned in non-new condition, we must sell them as used and below costs. If not paid by those who returned them, the additional costs have to be "shared" by others, which we do not believe to be fair. Therefore, we keep our prices down by charging a restocking fee to non-defective, non-fault returns to cover costs associated with the initial order and then the return. We try to keep the restocking fee as low as possible and in-line with the associated costs.

If the order qualified and was shipped with free shipping, shipping expenses and the restocking fee will be decucted.

Shipping Damages

If your order arrives damaged or destroyed, you must contact the carrier within two days. Save all the original packing material and items as proof of damage.

USPS: Go to your local post office

FedEx: Contact 1-800-463-3339

UPS: Contact 1-800-742-5877

Lost Package

Once the package is delivered, EHS holds no responsibility for the package. Therefore, we recommend you contact the carrier ASAP to trace the package. We also suggest you flag down the carrier, ask about the package, and check with neighbors to ensure no one else has it. Most of the time, people find the package after a short search.

We are happy to help, but most packages are found by a local search or dealing with the local carrier staff.

We will contact the carrier for a package trace if the package has not been delivered but is lost. Often this can take several days or longer. We will not ship a replacement until we are certain the package is lost and will not be found.

EHS Warranty

Products built by EHS are warranted for normal application for 90 days from the date of purchase. However, suppose the product is defective in workmanship or material or fails to operate for its intended purpose as described during the warranty period. In that case, it will be repaired or replaced when returned to EHS.

Normal application would be defined as where the product is in a safe environment and does not get excessive pulling, pushing, or crushing forces applied. Sharp corners and sharp edges are avoided. They are handled with care, kept out of the weather, and see nothing greater than light foot traffic.

Products not built by EHS have a 30-day warranty provided by EHS, beyond that the manufacturers warranty will apply. See the manufacturer site for details on their warranty.

There are no other express or implied warranties except as set forth herein. EHS shall have no liability or warranty covering you or any third party for special, incidental, indirect, exemplary, or consequential damages or any other economic hardship arising from the use or inability to use the products. In all cases, our liability is strictly limited to a replacement, repair, or value of the purchased product.

Shipping Error

In the rare event that there is an error in shipping by us (either the wrong item shipped DOA or missing item), replacement items will be shipped using the same shipment method originally paid.

Cancellations

Once the customer completes an order, it is received and may be processed as quickly as the next business hour. Therefore, changes or cancellations can be very difficult. We will make every attempt to make the necessary changes to your order. However, we do not guarantee that your order will be changed or canceled. Once your order is shipped or if it includes custom cables that have been constructed- it may be returned by the applicable return policy (above).

If we can cancel the order, there will be a 3-5% charge (not refunded) for payment processing. (This is a cost we must pay no matter what, and we will pass it on to the customer.)

Errors

We strive for the most accurate information, but specs and information can change without notice from our suppliers. EHS makes no guarantee or warranty that the site's text, images, graphs, or charts are accurate or up to date. We always make an effort to correct mistakes once found. We reserve the right to make adjustments or corrections due to changes at any time necessary.

Please let us know if you see a mistake so we can correct it.

Revision 11-29-2022

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