How Do I Take Care Of Product Replacements and Refunds?Updated 2 months ago
REPLACEMENTS & REFUNDS
We will either replace or refund for damaged or lost items. We do not accept returns nor will we reimburse you for any return shipping costs incurred by you or your customers for damaged products or incorrect shipping addresses.
What we need to make a replacement or refund an order:
Please provide the customer name and email.
Please provide the order number
Any information the customer has provided to you about the issue over email
Please provide a picture of the wrong/damaged item.
PRODUCT EXCHANGES
Any returns due to size issues or second thoughts are entirely up to you and how you would like to handle them with your customers, we don't offer exchanges or refunds in those situations.
Cancelling Orders
Orders can only be cancelled if they are in the "Pending" Status. After an order has moved to "Processing" the order will have been sent to manufacturer and our manufacturers do not allow us to change, alter, or cancel orders after they have been sent in. If you would like a window of opportunity where you will be able to cancel an order before it is sent to the manufacturer please click here for more information.
PRODUCT ISSUE
If the manufacturer sent out the wrong product, wrong size, or bad graphic, send a support ticket with a picture of what the customer received for quality control purposes and we will offer a refund or replacement once the issue is deemed the manufacturer's fault or our fault.
US customers have up to 30 days after the shipped date and international customers have up to 60 days after the shipped date to request a refund or rework for damaged or missing items in an order.
INCORRECT SHIPPING ADDRESSES
If we receive an order back for an incorrect shipping address you will be charged for reshipping the order to your customer. If we do not receive an order back for an incorrect shipping address or an old address a new manual order will be required. We don't refund orders that are shipped back to us for incorrect shipping addresses.
OLD ADDRESSES
If an order is lost due to a bad or old address we will not refund the order. You will need to create a new order for your customer and new product and shipping charges will apply.
NO TRACKING OR NO MOVEMENT
We will either replace or refund.
If a package does not show any movement or becomes lost in transit and is past the allotted time for delivery by 3 business days, We will send a new package - at our cost - to the customer, or refund the order. We may ask you to check with your customer to verify the shipping address or supply us with a new shipping address.
Keep in mind that during off-peak months orders are, on average, processed within 3-7 business days and are then ready for shipping. During peak seasonal months, orders are, on average, processed within 9-12 business days and are then ready for shipping. This does not account for shipping times and manufacturers are allowed the full amount of time listed in under product type for delivery.
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