If for
any reason you are not satisfied with your purchase, we will gladly
accept your return or exchange on most items within 15 days. Please
note that certain items are considered special orders by the
manufacturers and these products may not be returnable.
While we
offer free shipping on many of our products, the return shipping is the
responsibility of the customer. Also, the original shipping charges
incurred by our store on the returned items will be deducted from your
refund. In addition, there may be restocking fees which will also be
deducted from your refund if you wish to make a return. If the item is
refused and returned to the manufacturer, any return freight costs will
be also deducted from the refund.
if your products arrive damaged or out of order that cannot be fixed
with replacement parts, Online store will handle the necessary
arrangements and cover costs of the replacement or parts orders. If
damage or shortage or loss is not signed for and noted on the delivery
slip, the manufacturer may not be able to ship replacements or
replacement parts. Please make sure to inspect your products carefully
during delivery process before signing the delivery slip. By signing
the delivery slip without any comments, you are signing that you
received “All items in good condition”.
All
cancelled orders have to be confirmed by Online Store in writing. If
you have not received a written confirmation, your order has not been
cancelled. Order that have been shipped cannot be cancelled and round
trip shipping costs will be deducted from your refund if orders are
refused. Orders that are refused are still considered returns and
shipping fees along with 15% restocking fees will be deducted from your
refund.
All credits will for returned items will be issued once the items have been returned to the designated distribution center.
In order
to return your order, you will need to obtain an RMA (Return
Merchandise Authorization) Number. You must either log into your
account or contact our Customer Care at 800-706-3111. If your order is
eligible for a return, and RMA Number will be issued to you and we will
email you instructions on how to proceed with your return. Your return
authorization will have an expiration date and you cannot return your
order past that date.
It is the
customer’s responsibility to ship the item back at their own cost. All
items must be unused and in their original packaging. Additional fees
may apply if return items are not in their original packaging or appear
to have been used and are damaged in any way. Items that are shipped
unassembled by the manufacturer cannot be returned once they had been
assembled. Please make sure to package your return carefully. If the
product is damaged in transit back to our distribution center the
package will be refused. For your protection, we strongly recommend
that you insure your shipment in the event that damages occur during
transit of the returned order. Online Store does not take
responsibility for lost or damaged returned packages. Please make sure
to obtain the tracking number from the shipper along with the
confirmation of delivery. Please send the tracking information to our
Customer Service Department once you have shipped the package. Once we
receive your returned item, we will inspect it and issue appropriate
credit. We will send you an email confirmation once we have processed
your refund. You should receive your refund within 2-4 weeks from when
you ship your package to us. Although in many cases you will receive
your refund sooner, we allow about 14 days for the shipment transit and 7
days for inspection purposes. Your refund will be issued to the form
of payment you used to make the original purchase.
Your
Satisfaction is very important to us and this is why we insist that the
products we ship to you are carefully packaged to withstand the
transit from manufacturing warehouse to your home. Many products are
crated, double-boxed, packaged in cushioning material and palletized to
give your order additional protection. It is not likely that your
order arrives damaged; however damages occur from time to time. If you
receive a product that appears to be damaged and has missing parts,
please make sure to note it on the shipping receipt in order to receive
a full or part replacement, or be able to return the product for
credit. Even if your package appears to be slightly damaged, please
make sure to note: Package Damaged and if the carrier does not allow
you to inspect the package, please write: Received and Not Inspected.
Please noted that if your order is refused without any noted damage, it
will be viewed as a regular return and subject to shipping and
restocking fees.
Depending on your carrier, please follow the procedures outlined below:
WHITE GLOVE AND TRUCK DELIVERY:
Inspect
your package and its contents prior to signing the delivery receipt.
Please keep in mind that while some packaging may appear to be damaged,
the additional packaging and padding on the inside may have protected
your items and kept them in perfect condition. Please do not refuse the
package without inspecting it on the inside. If you refuse an item that
is not damaged, your return will be subject to our Standard Return
Policy.
Once you inspect your package and notice that damaged occurred to your
item, please make sure to note this on your receipt and notify us
immediately by Phone at 800-706-3111 or email. If any merchandise is
damaged and cannot be set up, please refuse this item and note refused
due to damage on the receipt. If possible, please take photos of the
damaged merchandise and email them to claims@onlinestoresinc.com
FEDEX OR UPS DELIVERY
If any merchandise is received in damaged condition, please refuse the carton(s) and report it to us immediately.
If you received the merchandise in damaged condition and the shipper
has already left your premises, please report the damage to us
immediately. Please keep the damaged item(s) in the original carton and
packaging. If other items are packed with the damaged merchandise,
remove all other items and hold carton for possible UPS or FedEx
inspection and/or pick up.
When requesting a replacement order time is of the essence. Most
carriers allow only 48 hours from the time of delivery for shippers to
file freight claims. Please make sure to contact us within 48 hours to
report any damage, defect, loss or shortage of items on your order.
Please note that the manufacturers may not be able to honor
replacements if too much time has passed between the deliveries and
reported damaged to our store.
