Although we have the highest consumer satisfaction (and we work very hard to earn it), everything doesn’t always go according to plan. We know that… sometimes orders are short shipped… merchandise can be broken… and the wrong product is sent. When that happens, we have the following returns policy. Please read carefully as it is strictly enforced.
Orders that are in the “Fulfillment” stage, after the first hour, are in the process of being shipped and cannot be canceled. To cancel an order after it has been fulfilled, you must wait until the shipment arrives and treat it as a regular return (a 20% restocking fee plus shipping charges may or may not be deducted from the original purchase depending on the manufacturers policy).
NO REFUNDS WILL BE AUTHORIZED AFTER 30 DAYS.
Return Merchandise Policy:
You must obtain permission for any return merchandise. For non-warranty returns, you have 30 days from the ship date to apply for a refunds. Once we have your request, the return merchandise authorization number (RMA#), with complete instructions will be sent to you. Products being returned must have an RMA# issued before returned. Most non-defective and undamaged items returned may or may not be charged a 20% restocking fee depending on the manufacturer’s policies.
Please Do NOT return to the address below nor the address on the package. In order for us to be able to accept your return it must go to the right address. You will be given further instructions in the email after the return is approved.
A Return Request for new items may be applied for exchange within (14) days of receiving them. For certain specialty items a 15% restocking fees may apply for exchanges. When you contact us we will let you know if there are any fees.
All defective items will be fully refunded and in most cases a prepaid shipping tag issued for its return. Otherwise the defective or incorrect items will be replaced. If we offer to replace an incorrectly shipped item we will do so at our cost, otherwise we will refund customer return shipping fee but not original shipping fee.
Damaged shipments from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim. We are not responsible for damage caused by the freight carrier.
If a product appears to have a manufacture’s defect, please contact us and our Customer Service Department will get back with you with further instructions. Some of our manufacturers will want to contact you so they can determine if the problem is a manufacturer defect or a problem with installation and setup. This will help them determine whether they are to be responsible for return shipping costs. Please do not return products to us without first contacting us to receive instructions, because many items will need to go back to the manufacturer.
Each manufacturer, has a different Warranty and return policy that we uphold. Our return policy for defective items varies depending on the product.
If the defective item is beyond the 14-day return period, customers should contact the manufacturer and process a warranty claim through the manufacturer’s customer service.
If you received a different product than the one you purchased, please notify us as soon as possible. Once we have your request, the return merchandise authorization number (RMA#), with complete instructions will be sent to you. Products being returned must have an RMA# issued before returned. The item must be returned with the following:
- All original contents (product, manuals, instructions, etc.).
- Original packaging.
- Original invoice or receipt.
Once a return is authorized by our return department you should:
- Return the item to the address given to you by our return department.
- Include the Return Authorization Number .
- Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns shipped via U.S. Postal Service (U.S.P.S.) or with a value of over $100.00 should be insured. We cannot be held liable for return merchandise that does not reach our return department.
We can refund shipping costs only if the return is a result of our error. You are responsible for all return freight charges on shipments that are refused or returned with no fault on our part. We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors. The limit of our liability is the replacement cost of any item you purchase from us. For returns due to manufacturer defects, the manufacturer will usually pay return shipping. They may require that you contact them to make the determination whether a defect exists or the problem is due to something else. You should first notify us of the problem, and we will you send contact instructions if required by the manufacturer.
Incorrectly Ordered Item or Unsatisfied With Item Ordered
Sometimes our customers realize they ordered the wrong item or find out they don’t have a use for it anymore. That’s not a problem.
We will gladly accept returns if the items:
- Have not been installed
- Are in its original manufacturer packaging
- Are in New Resalable Condition within 14 days of purchase
You will have the option to receive either 100% in store credit (minus shipping fees) or you can choose to receive a refund to your credit card with a 20% restocking fee deducted. Please understand that the cost of shipping will not be refunded. Note: Certain products have higher restocking fees or have special return requirements which are indicated on the product page. Policies listed on the product pages take the place of the general return policy.
It is the customer’s responsibility to pay for return shipping and to make sure that the shipment is packaged “appropriately” (according to UPS guidelines ) to prevent damages.
(Please remember not to write the RMA number directly on the manufacturer’s box)
Once our Returns Department receives the return, there will be a thorough inspection of the item(s) returned to confirm that the return has been delivered as expected. (Discrepancies found with what is verbally explained to our customer service reps, which are saved in the customer’s account may result in a refusal of the return).
Please note that refusal of a shipment upon delivery will also be refused by our Receiving Department due to a lack of a RMA number. This will result in additional shipping charges.
Item Damaged Upon Receipt (due to mishandling by shipping carrier)
If a shipment gets damaged by one of our carriers, it is important for our customers to accept the shipment & notify our customer service representatives within 2 business days. (Please do not refuse the package as this will be refused by our Receiving Department & incur additional shipping charges).
Our credits department is required to report a damaged shipment to the carrier within 2 business days, otherwise reimbursement for the shipment may be withheld.
If the shipment is held longer than 2 business days, it may be treated as an incorrectly ordered shipment (see above).
If the shipment is within 2 business days, our customer service representatives will gladly accept the return and provide either a replacement or a Full Refund. A Return Merchandise Authorization (RMA) number will be issued and directions on how to return the item will be provided. In order to receive a replacement immediately, the customer will be asked to provide his/her credit card information once again and place another payment, which will be credited once the return is finalized.
Wrong Items were shipped (or items are missing in the shipment)
Our Shipping Department takes pride in its shipping accuracy rate. However if you do receive an incorrect item due to a shipping error or if your order is incomplete, please contact us immediately to report the error and a supervisor will be able to provide you with a satisfactory resolution. We apologize for any inconvenience that may be caused, but we will make every reasonable effort to satisfy our customers.
The customer service supervisor is required to gather the order information, such as total weight of the package delivered and total expected weight, and investigate with the Inventory Manager, Shipping Department, and with the shipping carrier to confirm the customer’s claim.
Once the error is confirmed, a Return Merchandise Authorization (RMA) number will be issued and directions on how to return the item will be provided. (Please note that there may be additional repacking fee if the original box is defaced. Please remember not to write the RMA number directly on the manufacturer’s box).
If you decide to return undamaged or non-defective products, you will be responsible for a 20% restocking fee. All orders shipped via UPS will be subject to UPS Intercept fees, including but not limited to address corrections and/or undeliverable shipments.
An order of customized garments or items that has been screen printed or embroidered cannot be returned because we cannot return the items to our wholesale distributors. If your final product arrives and you believe it is different than what you signed off on, please contact your sales representative immediately. We will review the complete order with an internal investigation and determine if your instance qualifies for an order reproduction.