Payment and Delivery

Online Order

Please note that the main purpose of this website is to provide essential support in sales and promotion of RUMEX products. It was not designed for online purchases. However, you can still place an order which will be processed by our customer service, but we kindly ask you to take into account that the prices and availability of the products are subject to change. Please contact us for final proforma invoice and for information concerning availability. If you don’t find any product online it might mean that it has Discontinued or Special order status – in this case please contact our customer service so that we could provide this information for you upon request.

At Checkout you are requested to check thoroughly the Billing and Shipping information. Please note that these fields are filled by default from your account. The fields are editable. The only fields that can not be edited are Company name and e-mail – please contact us in case you need to change this information. Please use the Comment field for any additional requests.

You will receive the confirmation letter containing details of your order to the email indicated in the account.

Our customer service managers speak English and Spanish. They will process your order within 24 hours since the order has been received and inform you about the availability of the products. Please note that we are closed on Saturdays and Sundays, as well as during public holidays.

Delivery

All International shipments will be billed to the customer unless the customer gives authorization for RUMEX to use their own account with these companies. Please remember that most of forwarders pick up before noon local time. We do our best to ship your orders as soon as possible, but we would appreciate if you could provide us 2-3 days for packing and labelling, especially if your order is relatively large.

We usually ship the orders with our regular invoices and packing lists. If you need some additional documents please let us know in advance. Legalization of documents is available upon request and is normally billed to the customer. We usually stick our regular labels containing basic information about the product required by legislation. However, if you need some customized labels feel free to contact your customer service manager to discuss the details.

Important:  RUMEX ships the orders under EX WORKS Incoterms – that means that all liabilities, risks, transport and insurance costs related to the goods are totally with a customer.

• For deliveries from the US: Please be informed that by default we use UPS shipping as the most economic one. However, you can also choose Fedex, TNT or DHL. We do not recommend to choose USPS as it is not trackable outside US. 
• For deliveries from Latvia: Please be informed that by default we use Fedex shipping as the most economic one. However, you can also choose UPS, TNT or DHL.

Customs, Duties, Taxes

Please be informed that your package may be subject to the customs fees and import duties and fees levied by the country of destination. These charges are always the recipient's responsibility, as well as the customs clearance procedures, which can cause delays beyond original delivery estimates. Please understand that we have no control over these charges and can't predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information prior to delivery.

Important: RUMEX respects international legislation. We assume that all the products approved for delivery from your side have been properly registered in your country  prior to delivery and are imported lawfully. We do not make any corrections in labels or shipping documents that are intended to import our products illegally. We kindly ask you to follow the international norms and not to risk your and our reputation as well. Please make sure the product can be lawfully imported to the destination before placing an order with Rumex.

• For deliveries from Latvia: There are no restrictions for shipping inside the EU. RUMEX International covers all the custom clearance duties. Inform us about your VAT number and we will exclude the VAT from your order.

Backorders

Our catalog features more than 2500 items, and we do our best to have enough of popular instruments in stock at any moment so that you could receive your order completely in one shipment without delays. However, some items might still be unavailable at the moment of purchase.  When a backordered item is selected, we will offer you alternatives and provide you an approximate date when the backorder becomes available. Please be aware that backorder dates are approximate and subject to change. Depending on the information provided you may decide to postpone the shipment to have all the items shipped at once or you may split your shipment to have the backordered items shipped later. As far as this decision is completely  your responsibility, RUMEX does not compensate the shipping fee for the delivery of backorders.

Handling

Please be informed that we charge a Handling of 40 USD/euro once per shipment. This is the generalized fee for the processing and packing procedures. We do not charge the Handling twice if the order has been split due to backorders. 

Receipt

We take great pride in our reputation for quality and excellent value. It is important to us that you are completely satisfied with your purchase. As soon as you receive your order please check the package and make sure the items delivered correspond to the ones ordered and that all the instruments function properly. Please note that no returns will be accepted after 60 days. If you have any problems after you receive your order please don’t hesitate to contact us. We guarantee our instruments against any manufacture defects for life.

Special Order

If you need a discontinued or out-of-stock item, or if you wish to purchase a customized/special order item, please send your request to your customer service manager. Once we confirm the manufacturing possibility with the factory, as well as the cost and minimum order quantity we will provide the information to you accordingly. Please be informed that special orders are 100% prepaid: 50% should be transferred upon the confirmation from RUMEX side and the rest 50% before the delivery. The manufacturing time for such products is usually 3-4 months.

Tenders

We encourage you to actively participate in public tenders and we do our best to support you. We are always ready to help you to find the equivalents for the instruments of our competitors and offer them at reasonable price. However, we kindly ask you to take certain actions before sending requests to our customer service to facilitate and speed up the process:

• Please send us the document in an editable format, preferably Excel. We do not process photos or scans in pdf or jpeg.
• Please provide the most complete information about the tender: clients of tender, competitors of tender, decision date, delivery and payment terms, penalties, etc
• Please carry out initial evaluation and analysis of the tender – check your registration for the products, valid certificates of RUMEX, etc – before taking decision about your participation in the tender
• Please check at your side if partial delivery is acceptable, if the equivalents should be exactly the same or may slightly differ, if we can participate with the selected instruments only, if we have to supply samples.