You may return your purchase for any reason within 30 days of receipt for an exchange or a refund of the purchase price excluding shipping and handling costs, 15% restocking fee for Goo Systems products and 20% restocking fee for all other items. Most of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your return refund. If a product arrives damaged, or we made an error, and it cannot be remedied with replacement parts we will pay to return the item to us and send a replacement to you. If you decide you do not want parts or a replacement, the item can be returned under our standard return policy. Please keep in mind that once an order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our standard return policy, where round trip shipping costs will be deducted from your refund.
All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Unfortunately, we cannot take returns of products that have been assembled, opened or modified. Additionally, certain products cannot be returned because neither we nor our suppliers can take them back. If you have any questions about whether a product can be returned, please call us.
Product Arrives Damaged
Our products are well-packaged to withstand damage during shipping. We double-box many items, and refuse to carry products that are easily damaged during shipping. If an item looks damaged or parts are missing, please notify us. If your order is shipping by Truck Freight, or White Glove, please note the important instructions below.
If Shipped via Truck Freight
- Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is VERY important.
- If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.
- If you have already accepted the package and find that parts are missing or damaged, please contact us right away and we will ship you the replacement parts free of charge. Speed matters since most carriers only let us file freight claims within 48 hours of delivery. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.
Our goal is to make buying online easy, safe and efficient.
Once an order has shipped, it cannot be canceled. In addition any of the events below will be handled as returns and will fall under our standard return policy, where round trip shipping costs will be deducted from your refund.
- You have tried to cancel an order but it has already shipped, so you refuse it upon delivery.
- You see the product at the time of delivery and decide it is no longer what you want, so you refuse delivery. This may be a result of any number of reasons that generally fall under "buyer remorse".
- The product arrives damaged, and rather than give us a chance to fix the problem through a replacement part(s) or a replacement unit(s), you decide you no longer want it and refuse delivery. As outlined above we work hard to rectify damage issues, in cases where a customer no longer wants the product we handle it as a standard return.
To Return a Product
You may return your purchase within 30 days of receipt. Please note: certain items are not returnable.
To return an item:
- Please email firstname.lastname@example.org and include your original order number, what product(s) you are returning, and your name. Or call us at (877)285-3522. We will give you an RMA number and a return address.
- Wrap the package carefully. All returned products must be in original condition and packaging; otherwise, additional charges may be applied.
- Return the product using your preferred shipping method to the address you are provided. This may be our main office or to a distribution center.
- Save your return tracking number, and if possible, email it to us so that we can track the return. It is important that you save the tracking number and that you insure the return package in case there are any issues during transit.
- Please Note: unless the return or exchange is due to an error on our part, we cannot refund shipping and handling or gift wrap charges. We will issue a credit to the credit card used for the original purchase.