We're here to help you with every phase of your purchase. Try our FAQ section to find answers to our most common questions. If you can't find the information you're looking for, call us at 800-638-8875, option 2.
Do I need to fill anything out on the form once I receive my Return Goods Authorization RGA form?
No, the Customer Service Representative you spoke/emailed with has completed the form as needed for our returns department.
What if the quantity or the item number on the RGA is not correct?
Please call us at 800-638-8875, option 2 or email email@example.com with the correct quantity or item number. Please do not change the form as it has already been submitted to our returns department. If you change the form, you risk the possibility of not receiving credit for the additional items.
When will my items be picked up if a pick-up was requested?
Depending up the original method of shipping, your return will be picked up within 3-5 days of receipt of your RGA, or you will receive a prepaid return label via mail in 7-10 days. If you miss the first pick-up, they will make 2 additional attempts. We are not able to schedule a specific time or date.
What if UPS came to my house before I received my RGA?
If you have sent back the items without the RGA, please email firstname.lastname@example.org immediately so we can notify our warehouse that the items are coming back without an RGA. This should not affect your credit as long as you notify us immediately. Itís also possible you have a spam blocker or bulk email folder in your email account and our email with the RGA was sent there. Please add email@example.com to your address book and then email us to resend the document.
What if my address is different than the one on the RGA for the UPS call tags?
Please email firstname.lastname@example.org with your Order Number (or Purchase Order #), the name on the order and the new address the items need to be picked up from. Damaged items cannot be moved from where they were delivered or no credit will be issued.
What if I am going out of town and I miss the pick-up?
Once the call tags have been issued we are unable to stop the carrier from coming to your residence, you can email email@example.com once you are back and we can reissue the request.
What do I do after receiving my Electronic Return Label (ERL)?
If you received an Electronic Return Label (ERL), please attach it to the return package and drop it off at your local UPS location.
I requested my RGA over a week ago and still have not received it, what should I do?
It is possible you have a spam blocker or bulk email folder in your email account and our email was sent there. Please add firstname.lastname@example.org to your address book and then email us to resend the document.
Once I have received an RGA, how long do I have to return my product.
Your product must reach our warehouse within 30 days.
Does the customer pay for shipping on a returned item?
Return shipping in the contiguous 48 states is covered for UPS & FedEx deliveries, regardless if it is a customer remorse return or if the item is damaged, defective, or due to our error.
Common freight carrier returns (for large items such as: tubs, very large chandeliers, toilets etc) for customer remorse are the customer's responsibility and need to be coordinated through our customer service department. In these cases, the cost of the shipping is subtracted from the credit when the return is processed.
I returned my item, how long does it take for my credit to be issued?
Refund for any returned merchandise is processed after inspection and within 30 days of receipt of the returned merchandise.
If you have any further questions please contact our customer service department at 800-638-8875, option 2.