ORDERING GUIDELINES

Minimum Order:
-$100 to one location. Orders less than $100 will be assessed a $5.00 Processing and Handling charge.
-New customer initial orders must be for $1,000 or more.

Submission of Orders:
To best serve our customers, orders can be submitted in any one of the following ways:
-EMAIL – address: Orders@grandgeneral.com
-FAX – submit to 1-888-289-3668 or 310-631-3568
-“Scanner” – Customers whose purchases exceeded $48,000 in 2004 are eligible to request a “Scanner” with which orders can be submitted and received at Grand General electronically. Contact your Grand General customer service representative if you would like to request a scanner or know more about this program.
-Telephone – Customers are encouraged to submit orders by one of the three aforementioned means rather than telephone. It is requested that telephone orders be limited to smaller orders such as add-ons to orders already submitted, priority orders requiring special shipping and handling, or fill-ins occurring between larger restocking orders. In the past, there has tended to be more opportunity for errors and misunderstandings when orders were placed by telephone.

Coordinating Notes:
-Grand General will acknowledge receipt of all orders received by Email within 24 hours of receipt. If acknowledgement is not received within 24 hours, please call your Grand General customer service representative to verify the status of your order.
-Customers who order by fax or scanner are encouraged to call Grand General to confirm receipt of their orders.
-All Orders must contain a Purchase Order (PO) Number.

Changes to Orders:
Revisions to orders – additions or deletions – should also be submitted via fax or email to reduce the possibility of errors. If it is too late to add to an existing order, a new PO number will be required.

Backorders:
With Grand General’s relocation to a significantly larger and more modern warehouse, fill rates are expected to exceed 96% once again. Customers will have the option of having their backorders shipped or cancelled. Backorders resulting from a freight prepaid qualifying order will be shipped freight prepaid.

Priority Shipments:
Orders to be shipped via a priority delivery means will be accepted. Customers requesting estimated cost of an order to be shipped via a priority status, such as Next Day Air, 2nd Day Air, 3rd Day Air, etc., will be faxed to the customer for approval. Customers will be required to sign their acceptance of the additional expense and to fax the form back to Grand General.

Drop Shipments:
Because Drop Shipments are also expensive to process and handle, a $20.00 service charge will be added to all Drop shipments. Warehouse Distributors are encouraged to increase their inventories to preclude the use of Drop shipments.

Lead Times:
With the completion of Grand General’s relocation to its new and significantly larger warehouse in Rancho Dominguez, Grand General’s policy will be to ship out all orders, submitted in accordance with the aforementioned guidelines, within 48 hours of receipt.

FREIGHT PROGRAM

Prepaid Freight:
-Orders of $1,000 and more will be shipped freight prepaid within the continental USA.
-Orders will be shipped using the most economical carrier available unless requested and coordinated otherwise.
-Grand General’s responsibility terminates when the carrier accepts (signs for) the shipment. Shipping information and documentation is available upon request.
-Orders less than $1,000 are FOB Rancho Dominguez, CA. 90220 and will be shipped “Prepay and Add.”

“Will Call” Orders:
Will Call orders require a 48 hour lead time prior to pick up. Orders not picked up within 48 hours of your scheduled pick up day will be assessed a $20.00 handling / processing fee or future Will Call orders will not be accepted.

Backorders:
Customers have the choice of having backorders Shipped or Cancelled. If originating from a prepaid qualifying order, backorders will be shipped freight prepaid.

Claims:
Claims for merchandise damaged or missing in transit must be submitted to the carrier. Carriers accept responsibility for shipments, including all cartons as well as the satisfactory physical condition thereof, when accepting the shipment. Grand General can assist in identifying the number of cartons/boxes shipped as well as the part numbers and quantity of each within each carton/box if necessary.
See “Claims for Shortages or Errors” for items missing from within the cartons/boxes shipped.

Priority Shipments:
-Priority shipments will be accommodated and shipped per customer instructions. The estimated additional cost of an order to be shipped via a priority status will be faxed to customers for approval prior to the order being shipped. A signed copy of the fax identifying acceptance of the priority shipping expense must be faxed back to Grand General prior to the order being released for shipment.
-If an order to be shipped by a priority status qualifies as a freight-prepaid shipment, the customer will be credited for what the cost of the shipment would have been if shipped by regular means.
-“Next Day Air” shipment requests must be received at Grand General by 1:00PM Pacific Time for shipment that day.

International Shipments:
Shipments to locations outside the continental United States will be shipped to the appropriate Shipping Agent or Broker within the continental United States in accordance with the terms of the freight program for US customers unless otherwise previously coordinated.

TERMS & CONDITIONS

Payment Terms:
Net 30
Accounts not paying within 30 day terms are subject to being placed on credit hold and assessed a 1.5% service charge, each month, on past due invoices.
Delinquent accounts will be required to pay Cash-In-Advance (CIA). Checks will be accepted but orders will not be released until the check has cleared the bank. Accounts paying CIA will be extended a 5% discount off the bottom line of their order.
Accounts may also pay by credit card. Credit card accounts will also be eligible for the 5% cash discount if the credit card transaction is completed within 3 days of acceptance of the delivery.
Cash-on-delivery (COD) orders will no longer be accepted.

New Accounts:
New customers, whose credit application have yet to complete processing and who desire to order immediately, may pay by credit card.

Returned Checks:
All returned checks will be assessed a $20.00 handling fee.

Accounts Sent to Collection:
Accounts sent to collection will be assessed a 20% Collection Fee to offset the cost expense.

Statement of Policy:
Delinquent accounts add to Grand General’s overhead costs and are ultimately passed along to our good customers. We do not want to penalize any of our good customers and, as a result, expect all customers to pay for the products we provide as stipulated by acceptance of our payment terms. Payment within terms is expected and accounts not complying will have their 30 day terms privilege rescinded.

WARRANTY POLICY

General Policy:
Warranty claims may only be submitted through an authorized Grand General Distributor and should only be submitted if an item has failed to perform or function as stated. Claims for items damaged or lost in shipment must be made to the carrier – see Grand General’s 2005 Freight Program. All items being returned as a “Warranty” must be accompanied by a general statement as to the nature of the warranty and a Returned Goods Authorization (RGA) number issued by a Grand General Customer Service Representative. Returns not possessing an RGA# are subject to rejection and return to the sender.

Chrome Products:
All Grand General Chrome Products are warranted to be free from defects in material and workmanship to the initial end-user for a period of 6 months from date of purchase under normal applications and service. The products being warranted must have been purchased from an authorized Grand General distributor. Distributors are requested to provide a copy of the customer’s purchase receipt, if possible, when submitting requests for warranty.

Lighting Products:
With the exception of LED’s, Grand General extends a Six Month Limited Warranty to the original end-user that its lighting products are free from defects in material and workmanship under normal applications and service. Warranted products must have been purchased from an authorized Grand General distributor.
LED lighting products are warranted to the end-user according to the following:
LED Bulbs --------------6 months
Regular LED’s ---------1 year
Step / Accent LED’s---1 year
Spyder LED’s ----------3 years
Pearl LED’s ------------3 years
The warranty is extended to the original purchaser certifying that the LED product is free from defects in workmanship and materials, only. This warranty does not apply to severe applications such as buses, construction equipment, and off-road equipment.

Exceptions:
Warranties arising from improper installation or use are not the responsibility of Grand General and are not covered by any of the aforementioned warranties.

RGA’s:
Outstanding RGA’s will be automatically cancelled if not used within 30 days of issuance.

Credits:
All Warranty Claims will be evaluated and processed within 3 working days of receipt of merchandise and credit issued within 5 working days. If a Warranty Claim is rejected, Grand General will provide a written explanation and offer to return the product(s) if requested. Items being returned may be combined with the customer’s next stocking order or returned separately at the customer’s expense.

Procedure:
A general statement as to the nature of the Warranty and an RGA # must accompany all Warranty Returns.
Warranty Returns must be returned freight prepaid with the RGA# displayed prominently on the outside of the carton(s).
Ship Warranty Returns to:

Grand General Accessories Mfg.
Attn: Warranty Department
1965 E. Vista Bella Way
Rancho Dominguez, CA 90220

SHORTAGE / ERROR POLICY

Claims:
Claims for merchandise missing from an order or received in error, as opposed to items damaged or lost in transit, must be made to Grand General within 3 working days of receipt of the shipment. See Grand General’s Freight Program for items lost in transit.

Shortages:
All shipping shortages or errors need to be reported to Grand General within 3 working days of receipt of the delivery. Please be prepared to provide the Sales Order Number (SO) and/or Invoice Number (PSI) as well as the quantity and part numbers of the items in question. In order to ensure you are credited for the discrepancy being reported, please note on the packing slip the date and person to whom the discrepancy was reported. Once verified, customers will have the option of having shortages replaced or credited to their account.

Overages:
It would be appreciated if a shipping overage were also reported to Grand General. Distributors will be offered the option of retaining the merchandise, at a discount, or returning the merchandise to Grand General at Grand General’s expense. If the items are to be returned, an RGA will be provided.

Customer Errors:
If customers make an error in ordering resulting in the receipt of product(s) not required, customers will have the option of returning the merchandise immediately or during an annual stock adjustment. If the merchandise is returned immediately, customers will be required to pay return shipping costs back to Grand General and will also be subject to a 15% restocking fee. See Grand General’s 2005 Annual Stock Return Policy for coordinating instructions.

Billing Errors:
Billing errors should also be reported to Grand General within 3 working days of invoice receipt. Customers are asked to provide the invoice number (PSI), part number, and quantities at issue. Once verified, corrective action such as a credit will be issued.

ANNUAL STOCK RETURN

General Policy:
As a general policy, one Annual Stock Return or Adjustment may be made in a 12-month period.
Requests for an Annual Stock Return must be submitted either by fax or email to Grand General for issuance of a Returned Goods Authorization Number (RGA#). Requests should list the quantity and part numbers of the merchandise to be returned. Returns not possessing an RGA# are subject to rejection and return to the sender.

Guidelines:
Merchandise being returned must be in “Re-saleable” condition, defined as a condition suitable for shipment, and acceptable, to another Grand General distributor. Items must be in their original packaging with no markings or stickers other than those belonging to Grand General.
All returns are subject to a 15% restocking fee. Returns requiring repackaging will be subject to a 25% repackaging and restocking fee. Grand General reserves the right of inspection and the right to withhold credit if one or more of the following exists:
? Merchandise is not in re-saleable condition.
? Merchandise is obsolete and no longer available from Grand General.
Annual Stock Adjustment Returns are limited to 5% of the previous 12 months purchases.
Only credit against future purchases will be given upon acceptance of a return. Deductions from outstanding invoices are not accepted.
Grand General reserves the right not to issue credit for merchandise returned without an RGA#.

RGA’s:
Outstanding RGA’s will be automatically cancelled if not used within 30 days of issuance.

Procedure:
An inventory of the merchandise being returned must accompany each return.
The RGA# should be prominently displayed on each carton/box.
All Returns must be returned freight prepaid.

Ship Returns to:
Grand General Accessories
Attn: Return Department
1965 E. Vista Bella Way
Rancho Dominguez, CA 90220

CATALOG PROGRAM

General Policy:
All Grand General Chrome and Lighting customers (including branch locations, if applicable) will be shipped one set of catalogs complete with price sheets when new catalogs come out. All customers will also receive New Product inserts automatically when published.

Catalog Requests:
Requests for additional catalogs should be submitted along with regular restocking orders.

DISCLAIMER

Grand General reserves the right to amend or change our Policies & Procedures without notice.