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Shipping & Receiving FAQs
What is your cut off time for outgoing shipments?Our carriers typically pick up during the last hour of the workday starting around 3:00pm. It's already past the cut off time for outgoing shipments. Where can I go to drop off my items?If you have an urgent overnight parcel and you missed the cut off time, there are drop boxes at the UPS store on 4th and San Fernando, or the Postal Annex on San Carlos between 3rd and 4th street. Please see Resources within the Shipping & Receiving website. I need to return a shipment back to the vendor, how do I do this?You must contact the vendor and let them know the reason for the return. The vendor will most likely give an RMA number, which needs to be noted on the box. A new shipping label must be created and affixed over the old shipping label. If you don’t have access to UPS CampusShip, you must fill out a Shipment Request and Return Material form. What is an RMA number and how do I get one?An RMA number stands for Return Material Authorization, and it's an alpha numeric identifier that indicates a user has been authorized by the vendor to return a product to the manufacturer. An RMA is similar to a tracking number in that it identifies a transaction. It is not uncommon for a company to refuse a returned item if there is no RMA number involved. My merchandise is damaged, what do I do?Shipping & Receiving inspects the condition of the boxes upon arrival but, there is sometimes concealed damage. If you discover concealed damage, you must contact the vendor and let them know the extent of damage. The vendor will most likely give you an RMA number for return. If your order is associated with a purchase order, you should contact Shipping & Receiving as well as the Purchasing Department so that an invoice is not paid until the vendor replaces the damage. Can I track my packages that have been shipped?Any package that has been shipped through Shipping and Receiving, can be tracked online. The carriers DHL, FedEx, and UPS all have websites with tracking features once you input the tracking number. The shipping and receiving dept also has an internal tracking system which can be used to track packages that have been delivered on campus. How long does ground shipping usually take?It depends on what part of the country you are sending your item to. Local shipments can ship as fast as one day but ground shipments can take up to seven business days for delivery. Can I receive and/or ship personal items through SJSU Shipping and Receiving?The Shipping & Receiving dock is intended for SJSU business commerce and items related to the function of the University. If you have personal items that need to go out, you cannot drop them off here. SJSU will not pay for loss or damage which may be incurred to a personal shipment upon delivery or in transit of delivery. I need to ship an item that is too heavy for me to transport, how can I get it to your location?A very heavy shipment, usually over 150 lbs, requires the services of a freight carrier. Contact Shipping & Receiving to assist with this shipment. We have trailers and forklifts to transport your oversized shipment to our loading dock. What are your shipping methods?We use UPS, FedEx, and DHL for domestic and international shipments. Which shipping carrier is best to use?You can choose whichever carrier you trust, they basically all have the same features and services. We like to use DHL for international shipping, as they cover more countries for international shipments. Who pays for reshipping costs on an exchange or return?All shipments will be charged back to your department using your extended zip for a billing reference. The exception to this is if the vendor has offered to pay for the shipping in which case they will give you their shipping account number. They may also issue a call tag which is an already prepared shipping label which we affix to your package and send back to the vendor. If a call tag is issued, you have three days to get your parcel to the receiving department for shipment. What if an item arrives damaged?If an item arrives damaged, Shipping & Receiving will note the damage with the carrier and take digital pictures of the damage. We will make an attempt to contact the department that ordered the item(s). If the damage is severe, we will refuse delivery of the item(s). Do you guarantee overnight delivery?We process the shipments and get them ready for delivery. The guarantee for overnight delivery is issued by the carrier i.e., UPS, FedEx, DHL. The options for shipment are completely up to you. You must choose the carrier of your choice. Shipping and Receiving makes no guarantees on anything. What if the carrier loses my package?The majority of carriers automatically insure up to $100 if your parcel gets lost. If your parcel is valued above $100, you have the option of purchasing more insurance coverage for your shipment. The insurance primarily covers loss of your package. If your shipment is damaged while in transit, you may have to prove that you packed the parcel properly to avoid damage to the contents of your package. If your parcel is lost, you can file a claim. If the carrier can't find the parcel, you will be refunded the amount insured. In the event your package is lost, you must be able to provide an invoice or receipt proving the amount of your merchandise. For how much should I insure my package?It depends on the value of the contents of your parcel. You should insure for the amount of your merchandise in the event it gets lost and you need to replace it. Most carriers insure up to fifty thousand dollars. The higher the insurance value will add to the cost of shipping. I don't have room in my area; can I store large orders or equipment in the receiving warehouse?We have limited space in our warehouse. The warehouse is constantly getting large and oversized deliveries. If we stored everything, we would not have the room to operate or receive efficiently. We strive for same day delivery of all parcels. Please also take into consideration the space requirements of your department and the dimensions of your elevators and hallways before ordering large equipment. The logistics may require a "set in place" by the vendor. I placed an order. When can I expect my shipment?The delivery time depends on what shipping method the vendor is using. Express shipments include one, two, and three day delivery times, while ground shipments can take up to seven business days. Your order can be delayed if it is on back order or if it is a "drop" shipment. If your shipment is related to a purchase order and you feel it is overdue, you can contact Shipping and Receiving for expediting. Do you supply packing materials and boxes for shipments?We carry letter envelopes and boxes for Express Shipments of UPS, FedEx, and DHL. We have limited packing materials on hand. If you are sending a ground shipment, you will need to provide your own box and packing material. Our packing supplies are limited to bubble wrap and butcher paper. I have an empty toner cartridge; what do I do with it?Most toner boxes have a return label inside the box for return and recycling. Fill out the label supplied and stick it on the box. You can then drop the box off in your outgoing mail for pick up or call Shipping & Receiving to schedule a pick up. I received an item I didn't order; what do I do?Very often, vendors blind ship complimentary items. If you did not order the item and don’t want it, you must not open the parcel or the carriers will not accept returns if the parcel has been opened. If you decide to refuse the parcel, we will send it back with the carrier. In most cases, these parcels are complimentary and not charged to your department so it's entirely up to you if you want to keep it or not.
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Salvador Campos, Manager San José State University Located in CY 117 |
