SYLO USA · Customer policies
Shipping Handling and Delivery Policy
Approvals and commitments under these policies must be confirmed in writing by SYLO USA LLC through an authorized representative. This requirement does not limit customer rights or delay remedies required by law.
Agreed shipping arrangements
Specify destination, carrier, service, shipping charges, packing, temperature requirements, documentation, insurance, and shipment-risk allocation in the accepted quotation. Carrier, transport conditions, destination availability and delivery commitments are specific to the accepted shipment requirements. Applicable product, destination, safety, and carrier restrictions must be reviewed for the actual shipment.
Material and component handling
Handling requirements depend on the material and its documentation. Packaging for sterile vials, stoppers, and caps must follow the accepted presentation and relevant supplier instructions. Seals and protective packaging may be essential to maintaining the documented condition. Components described as sterile do not establish that all later processing or assembled output is sterile. Store and handle materials in accordance with product-specific instructions and the accepted project requirements.
Project inputs and timing
For customer-supplied inputs, agree who arranges shipment, receipt criteria, custody, storage, and return or disposal instructions. Lead times depend on technical approval, input availability, scheduling, testing, and agreed payment prerequisites. Written dates must distinguish targets from firm commitments. Inform the customer of material delays and resolve any required consent, rescheduling, cancellation, or refund process under the contract and applicable law.
Receipt loss and damage
Inspect delivered products and packaging promptly. Report suspected loss, damage, quantity discrepancies, or compromised component packaging through the agreed contact route with the order reference, photographs, labels, and relevant batch details. Retain evidence safely and follow case-specific instructions. The accepted contract must state a reasonable reporting and investigation process; reporting requirements must be disclosed before acceptance and applied consistently with applicable rights.
Customer instructions and custody
Provide accurate shipment and receipt information. Address customer-caused errors and independent carrier or seller errors separately, according to evidence and the agreed risk allocation. Customer mistakes do not remove remedies for an unrelated SYLO error. Customer property may not be discarded, returned, or charged for continued storage without the agreed process or legally required authority.