Caster Concepts prides itself on being a make-to-order company. Once customer service receives a purchase order, the order is reviewed for accuracy versus the quote the customer received. If everything matches, the order is entered into our system. Production then calculates a ship date and creates a job jacket. Once this happens, production and purchasing have complete visibility of the order.
When jobs are created, and production and purchasing have visibility of the order, work starts on the ordered casters or wheels. This makes canceling an order very difficult for Caster Concepts to accept cancellations.
Cancellations can occur if the order has not been sent to production, if we are waiting on approval, or if the casters or wheels are something we sell frequently. We evaluate each cancellation request on a per-order basis. Production, purchasing, and customer service review the request and assess the work that has been completed and items that have been purchased. It is then determined if this is a returnable item or if it is going to be scrapped.
For example, steel billets used to make the specific part would be scrapped and melted back down. The bearing that went in the part would also be scrap. Machined wheel cores could potentially be scrapped, but sometimes be used for other orders.
Cancellations fees are also something we consider with a cancellation. Cancellation fees are for the material, labor, etc. that Caster Concepts incurred at the time of the request. Special casters are not subject to cancellation; this is noted on the quote and the order acknowledgment that is sent once the order is processed.
For returns, all returned goods must be authorized in writing in advance of shipment. All goods must be in new and unused condition and be standard stocking items. A handling charge will be assessed depending on the cost of reconditioning and restocking the product.
In a nutshell, an order can be canceled if it meets the right criteria. Caster Concepts manufacturers on a per-order basis, so each time an order is placed it is being made for the quantity on the purchase order and to the specifications of that specific customer. Canceling an order is possible, but also know that once the purchase order is placed, our production and purchasing team are working on getting the necessary materials to complete the order you the customer specified.