Practical Information on Purchasing.
Who Is Actually Delivering the Unit?
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The Mechanical Details
Before You Order
Finding that an appliance you have bought and had delivered is inappropriate and will have to be returned is a grief to you and to the seller. Please be sure to make the following checks before placing an order. (If you live within the greater New York City area, Madison will ship within 2 to 4 business days.)
Assume nothing. Make absolutely, positively sure that your countertop has enough space for the cooktop. Check the unit's Installation Guide (we link to those on the particular unit-buy pages) to be sure you have adequate clearances available. It is highly advisable to not make the countertop cutout till you have the unit physically at hand.
Assume nothing. Have a qualified electrician explicitly verify that you have proper electrical service available where the unit is to be placed (not ten feet away). Like most electrically powered cooktops, the unit will require a dedicated "230-volt" (nominal value, actual may range from 220 to 240 volts), properly grounded service line of adequate ampacity--check the unit's buy page to see what that required capacity is.
Assume nothing. Though units are not especially large, make sure you have a negotiable path from outside, where it will be delivered, to the spot where it is to be installed.
About Shipping
Madison states that they are able to ship most orders within 1 to 3 weeks if available--longer if not. Please allow that much plus actual transit time (1 to 7 business days for "ground" shipping) before expecting your order.
You can see current shipping-policy details at Madison's site.
At Delivery Time
All units are inspected, checked, and packaged by the manufacturer prior to release to the carrier. Madison specifies that all equipment items be securely strapped to a wooden pallet prior to shipment, which greatly reduces the likelihood of damage during transit. But, in spite of their best efforts, shipping damage can and sometimes does occur. Here's what to do before signing for delivery:
Before signing the delivery receipt, make sure you have received all the items specified on the bill. If anything is missing from the shipment, note this on the delivery receipt and have the driver sign your copy.
Always note any external damage to cartons on the delivery receipt and have the driver sign your copy.
Unpack each carton in the driver's presence and carefully inspect each item. Note any damage on the delivery receipt and have the driver sign your copy. Contact the carrier immediately to file a claim.
If you discover concealed damage after the driver has left, immediately call the carrier and request inspection. Keep all packing materials and contents in the same condition as when the damage was discovered.
It is a good idea to take pictures immediately after discovering concealed damage in order to support your claim.
If the equipment delivered appears to be damaged beyond repair, refuse the shipment, and write on the shipping documents exactly why you refused it. Make sure you get a delivery receipt from the trucking delivery person with your remarks written on it. That will permit Madison to obtain a new unit from the factory and have the trucking company handle the problem they caused.
If the product as received was manifestly damaged, and you refused delivery, then at once notify Madison by telephone or email; they will arrange for handling of the damaged unit and for sending out a replacement; all further shipping charges associated with damaged products should be paid by Madison.
If you only discover damage or some defect after having accepted the delivery, then as soon as you detect the problem, call or email Madison--and be sure to obtain from them a Return Authorization number. No return without a Return Authorization number will be accepted.
Returns and Exchanges
Units (excepting special-order items)can also, under certain conditions, be simply returned or exchanged, but only within 15 days of when you receive the unit. Units being returned or exchanged for any reason other than defects are subject to a 15% restocking fee. Units being returned or exchanged (except for defects) must be in original condition (that is, not used and not installed), and with all original packaging material included. All shipping charges associated with a return or exchange, except for reasons of defect, will be your responsibility.
Madison's full return policies are available on their web site.
Order Cancellation
You can cancel your order at no cost if the unit has not already shipped. After the unit has shipped, order cancellations will incur a 15% restocking fee. In the order is cancelled after the unit shipped and is still in transit, you must pay all applicable fees and freight charges, and the unit must be returned to Madison in its original condition. "Special order" items cannot be cancelled.
Contact Information
If you need to telephone Madison, their number (not toll-free) is (718) 532-1800. You can email them from their web site. (You might want to record those data in writing, so you don't have to come back to this page to find them if you need them.)
Residential-Use Products Available in the U.K.:
