Any order issues or returns can only be initiated via phone within 8 business days upon receipt of your delivery. No exceptions will be made via email or live chat or past the 8 business day time window .
In the event that you received a damaged unit, the wrong item, or were not shipped complete, please let us know via phone within 8 days upon receipt of delivery. We understand every case is different and varies in circumstance, so once a case is opened via your representative with photo evidence in email, please allow 24-48 hours for our warehouse to conduct and complete their investigation and to receive an email with a resolution.
In the event that your order was received complete and undamaged, but you are not satisfied with the order, please contact us via phone only within 8 days upon receipt of delivery. To be eligible for return, you will need to ship back a complete case in the original packaging, unused. There will be a 25% restocking fee + return shipping costs. We will not be providing prepaid shipping labels. You must use a reliable third party shipping partner such as (USPS, UPS, Fedex, DHL) to return your package. Please make sure that an RMA number/Reference number is written on the box/label, which can be provided for you via phone by our representatives. Additionally, once you've informed us of the return you have 14 days to provide us with a return tracking number. Once we've received your return we can process a refund. Otherwise, the return will not be accepted.
How can I cancel my order after receiving an “In Process” email?:
In order to get your orders to you as quickly as possible, we have a limited window to change or cancel orders.
Once an order has been charged, you have a 72 hour window to cancel your order from the time and date of the charge. All cancellations must be made via phone during normal business processing hours. We will not accept any cancellation requests via email or live chat.
Any cancellation requests made after the 72 hour window will be subject to a 10% cancellation fee at the discretion of (website name) since our warehouse has already prepared and packed your order for pick up.
How can I cancel my order after receiving a “Ready to Ship” or “Shipped” email?:
DISCLAIMER: In the event that your order ships the same day or is marked ready to ship the same day your order was placed and the tracking number has not yet been provided, the order will be too late to cancel. Please see the policy below for how to return your order.
The first step is to call us at our customer service number during business hours.
Once your “in process” email has passed the 72 hour mark window, the only way to cancel the order is by refusing the packages upon delivery or having the packages returned at your own cost back to our warehouse as well as being subject to a 25% restocking fee based off the subtotal calculated off your promo price (if applicable). A refund will be issued only once all packages have been returned and are checked in by warehouse staff.
Please note, by refusing the packages, you will be subject to a refusal fee + cost of shipping back to our warehouse. The refusal costs and shipping cost will be calculated by our shipping department and will be deducted from your refund total once all packages arrive back to our warehouse and are checked in by warehouse staff.
If you missed the delivery truck to refuse packages, the shipment would have to be returned at your own cost. We will not be providing prepaid shipping labels. You must use a reliable third party shipping partner such as (USPS, UPS, Fedex, DHL) to return your package. Please make sure that an RMA number/Reference number is written on the box/label, which can be provided for you via phone by our representatives. Once a tracking number is available for your return, you must call in to provide us with the tracking information, as well as, the amount of cases being returned. A refund will be issued only once all packages have been returned and are checked in by warehouse staff.
THINGS YOU SHOULD KNOW
Although we sell to all retail, online sellers, organizations, and individuals, our prices and case packs reflect the business model of selling to other businesses.
To maintain minimum bulk case packs at low discounted rates for you, our return policy must reflect that.
The 25% restocking fee is our compromise to offer our low prices and quality items to individuals. We understand that most wholesalers don’t offer returns; however, we see fit that we offer returns with attainable means.
If you believe your return is an exception to our return policy, please give us a call at 855-221-0536. Our customer service
representatives are available
Mon-Thurs from 10am-5pm EST
Fri from 10am-3pm EST
Saturday & Sunday Closed