GENERAL INFORMATION
Parts Orders and Inquiries
Orders and Inquiries for all Snorkel parts should be directed to Snorkel Parts Customer service as listed below.
- Customer Service Location
Snorkel 2009 Roseport Road Elwood, KS 66024
- Phone Number
785-989-3000
Parts Personnel
Snorkel Parts representatives are prepared to handle all your service and repair parts requirements including ordering and shipping information, parts identification and pricing.
Working Hours
Snorkel Parts is open Monday through Friday from 8:00 AM to 5:00 PM (Central Time).
SNORKEL PARTS RESPONSIBILITIES
General
Snorkel Parts maintains a staff of trained parts representatives available to its Parts Customers for assistance in identifying parts requirements.
Snorkel Parts will maintain inventory of stock parts to service the various models of equipment both current and non-current production, and ship promptly in response to customer needs per identified time frames.
Technical Communications
Snorkel Parts will make available to its Parts Customers with current publications such as:
- Operator and Service Manuals
- Parts Books
- Parts Bulletins
PARTS CUSTOMER RESPONSIBILITIES
Personnel
All Parts Customers should maintain a trained parts staff and adequate inventory to support the machines in their fleet and servicing area. Personnel should read and understand the policies contained in this manual.
Library
All Parts Customers should keep a current library of all technical manuals and bulletins required supporting parts sales. For the most current information we recommend you use Online Services parts look-up system found at www.Snorkel.com.
Notification
Parts Customers should keep Snorkel Parts customer service informed of any changes in personnel, address, telephone or Fax numbers.
HOW TO ORDER PARTS
Ordering Method
Orders may be placed via our e-mail, telephone or fax. For customers requiring product information assistance, please contact Snorkel Parts customer service to ensure accurate and timely processing.
Parts Categories
Items are classified as Stock, Non-Stock, Quotable and No Longer Available.
Stock Items
- Shipped same day (domestic orders received by 3:30 PM CST)
- Items with historical sales directed stock levels and components for current production machines
Quotable Items
- Price and lead time will be quoted upon customer request.
- Once Snorkel Parts supplies the price and lead time, Quotable parts will ship within the lead time specified at time of order.
- Post production for over 10 years with no sales in 12 months.
- Considered a special order and are not cancelable and non-returnable.
- No longer available Items
- No longer attainable for sale to the customer.
- Post production for over 10 years with no sales in 12 months.
Parts Order Forms
Fax orders should be entered on the Snorkel Parts order form attached to this guide. A copy of a Parts Customer’s internally generated parts form, such as a company purchase order may be used but must include the following information:
- Billing and Ship to Address
- Parts Customers Purchase order number
- Desired Method of Shipment
- Quantity, Part number and description of parts required
- Partial or complete shipment
- Special instructions (if applicable)
- Model and serial number required
Order Cancellations
All cancellations must be received by Fax or E-mail and will be processed only if received before the order is released to the warehouse for picking. Cancellation requests for Non stock parts will be subject to review. Cancellation requests for Quotable parts will not be accepted.
ORDERING CATEGORIES
Standard Order
Standard Order for stock parts received at Snorkel Parts customer service prior to 3:30 PM CST will be processed the same business day. All orders received after 3:30 PM CST will be processed the next business day.
International standard orders will ship same business day, depending on commercial invoice and associated paperwork.
Stock Order
Stock orders (Domestic or International) received at Snorkel Parts customer service will be processed within two (2) business days of receipt of order. A fifteen (15) line minimum order quantity and $2500 minimum (List Price) will apply to all stock orders.
When placing stock orders, clearly mark the order form as “Stock Order”. Stock orders will only be processed when received by Fax or E-mail and must be clearly marked “STOCK ORDER”.
Items such as booms, platforms and major weldments, which are controlled by machine model and serial number, are not eligible for Stock Orders.
SHIPPING
Freight
Items will be shipped based on customer requested method. Any freight expense is the Parts Customer’s responsibility and will be charged on the invoice. Parts Customer’s shipping account may be used if supplied and requested with order
Packaging
Any additional expense incurred to safely ship without any damage will be charged on the customer invoice. These include crating, materials and special handling.
Shipping Discrepencies
It is the Parts Customer’s responsibility to report any shipping discrepancies to Snorkel Parts within five (5) business days of receipt of shipment. Discrepancies reported after five (5) business days will be subject to review.
Any Snorkel Parts shipments refused by the Parts Customer will be charged a 35% restock and return freight fee.
Order Cancellations
All cancellations must be received by Fax or E-mail and will be processed only if received before the order is released to the warehouse for picking. Cancellation requests for Non stock parts will be subject to review. Cancellation requests for Quotable parts will not be accepted.
PARTS DISCOUNT
Stock Order Discount
A fifteen line minimum order quantity and $2500 minimum (List Price) will apply to all stock orders and receive an additional 5% discount (Introductory disc + 5% = stock order discount).
Price Quotations
Price quotations are based on list price and valid for thirty (30) days.
Standard Terms
Terms are net 30 days subject to accounting approval. A late fee will be charged for payment not received within thirty (30) days of invoice date.
Parts Price List
All prices are at list, F.O.B. point of origin and are subject to change without notice.
HOW TO DEFINE RETURNABLE PARTS
Parts acceptable for return
To be eligible for return, parts must be unused and in saleable condition. All parts returned must be clearly marked with part numbers, in original packaging and shipped in a suitable container to avoid damage.
Parts unacceptable for return
- Unauthorized returns will be refused and returned to the parts customer, freight collect.
- Parts purchased by a parts customer through special price concession (warranty campaigns), parts from repair kits, or parts removed from new machines.
- All parts that are not in new condition or parts requiring clean up or rework.
- Parts that are contaminated, improperly packaged, or damaged in shipment.
- Paint and decals.
- All parts with a limited shelf life, including but not limited to, O-rings, seals, rubber hoses, hydraulic hoses, filters, and gaskets.
- Broken quantity packs or kits.
- Bulk parts cut to order, including but not limited to, machine trim stripping, wire rope and electrical wire.
- All electrical parts (unless proven to be defective).
- Part purchased or manufactured specifically for your order.
- Parts ordered under special promotions indicating "Sales Final".
- Any hardware items, including but not limited to: bolts, nuts, screws, washers, and hydraulic fittings.
- Any part with an extended line item net value of less than $10.00.
- Any part that is obsolete i.e. not included on the current parts list at the time of proposed return.
PARTS RETURN PROCESSING
Acceptable forms of request for Return Material Authorization RMA are a copy of the packing slip or original invoice with a detailed reason for the return. Please include a contact name, telephone number, Fax number and E-mail address (if available). Preferred method of request is the use of the online RMA form.
The warehouse must receive all authorized parts returns within 30 days of the parts customers’ receipt of the RMA. Parts not received within this 30-day period will be cancelled from the RMA.
Parts ordered in error or not needed for a repair
An RMA request must be submitted to Snorkel parts customer service with proper documentation (invoice or packing slip) within thirty (30) days from receipt of shipment.
- The Parts customers request will be evaluated to determine if part(s) are returnable. Upon receipt of the RMA, material must be shipped freight prepaid to Snorkel Parts warehouse, accompanied by the RMA packing list (Collect shipments will be refused).
- The RMA number must be clearly marked on the outside of the package (packages not marked with the RMA number will be refused).
- A $100 minimum net price will be required for returns.
- Upon receipt, inspection and acceptance of the parts, credit will be issued (based on the net invoice amount less a 25% restocking charge.)
- No allowance will be made for freight charges.
Shipping errors by Snorkel Parts
A return material authorization (RMA) request must be submitted to Snorkel Parts customer service with the proper documentation (invoice or packing slip) within ten business days from receipt of shipment.
- Upon receipt of the RMA, material must be shipped as directed to the Snorkel Parts warehouse, accompanied by the RMA packing list.
- The RMA number must be clearly marked on the outside of the package (packages not marked with the RMA number will be refused).
- Upon receipt and inspection of the part(s), credit will be issued for parts (based on net invoice amount) and applicable freight charges. No restocking charges will apply.
- Parts damaged in transit is responsibility of freight carrier
- Claims to be filed with Freight carrier for damages.
Annual parts return
This parts return is intended to give the parts customer an opportunity to return unused stock parts once during a calendar year. Return will be limited to 5% of the parts customers’ net purchase of parts from the previous 12-month period.
Submit a completed return material authorization (RMA) request marked “Annual Parts Return” with an itemized list of parts requested to return. Upon review Snorkel Parts will issue an RMA along with the eligible parts from the itemized list submitted by the parts customer.
- Upon receipt of the RMA, material must be shipped freight prepaid to Snorkel Parts warehouse, accompanied by the RMA packing list (Collect shipments will be refused).
- The RMA number must be clearly marked on the outside of the package (packages not marked with the RMA number will be refused).
- Upon receipt, inspection and acceptance of the parts, credit will be issued (based on the net invoice amount less a 25% restocking charge). If an offsetting stock order equal to or greater than the net value of the return accompanies the RMA request the 25% restocking charge will be waived.
SNORKEL WARRANTY
Our very competitive warranty is another added reason to own a Snorkel. Reference attached warranty statement or view online at www.Snorkellifts.com
- The Snorkel Limited Warranty will begin on the in-service date as provided by the Dealer on the Pre-delivery and Inspection Report (PDI). The warranty period will begin on the ship date in the event a PDI form is not returned.
- Warranty labor allowance is 75% of dealer's current shop rate*. This rate is subject to change without notice.
- Snorkel will reimburse the dealer for travel expenses to and from the unit to be repaired at the rate of $50/hour, with a maximum of 3 hours.
- All defective items to be returned at the discretion of Snorkel and must be accompanied by an RMA number to be supplied by the Warranty Administrator. Each case will be evaluated on an individual basis.
- Warranty claim reimbursements will be limited to reasonable and customary charges as determined by Snorkel
*Customer supplied documentation of conflicting state laws will supercede.
To Make a Claim
The Dealer shall be responsible for complete handling of all claims made under the Snorkel Limited Warranty Policy.
- Claim forms are available by calling the Snorkel Warranty Administrator at 800-255-0317 or 785-989-3000, or printing from our website.
- Complete the proper warranty claim form including required information; model, serial number and customer delivery date.
- State description of alleged part failure, failure date, hourmeter reading, corrective action taken, travel time, and repair date. PLEASE be as detailed as possible as this information helps us determine the amount of time allowed for labor.
- Mail, fax, e-mail, or submit the warranty claim per the instructions on the form. E-mail to warranty@snorkellifts.com.
- The dealer will be advised by the Snorkel Service Department as to the disposition of defective parts.
- Warranty claims must be received by the Snorkel Service Department within 15 days from the date of repair. Warranty claims received with insufficient information will be returned for correction or completion.
- Material returned for warranty inspection must be:
- Carefully and properly packaged to prevent additional damage during shipping.
- Drained of contents and all open ports capped or plugged.
- Shipped in container tagged or marked with the RMA number.
- Shipped PREPAID. Any item(s) returned for warranty by other means can be refused and returned unless prior written approval from Snorkel is noted.
Failure to comply with the above procedures could result in delay of warranty approval or eventual denial of the warranty claim. Copies of Snorkel Limited Warranty and Warranty Policies are available for download, via fax or mail upon request.
