Wrong product received
It is very rare that you will receive an incorrect product; we double-check all orders before we ship them. However, if we made a mistake/error in shipping (it does rarely happen), please, first, notify us within 2 days of receiving your order. We will then issue an RGA number and return instructions on how and where to return the product. Please do not ship anything back without an RGA and those instructions. It is our wish to take care of you as soon as possible and get you your product. Plus, we will pay the shipping costs both ways.
We truly do care and want nothing more than to get your order in your hands.
If you ordered the incorrect product (your mistake), then please see "ordered wrong" below.
Shipping damage
Once you have determined that the products shipped to you were received damaged, you need to notify us and the carrier (ie. UPS,FedEx, or US Postal, etc.) within 2 days. If the packaging appears damaged on the outside, please refuse to accept it from the carrier; or please make sure when signing the shipper's proof-of-delivery slip, you include a note stating the package is or appears to be damaged. If you do accept a damaged shipment, please inform us and the carrier (UPS, FedEx, etc.,) immediately within those 2 days. Depending on the product and where/how it was shipped, it may be necessary for you to deal with the carrier. Most trucking companies will only deal with the receiver in cases of damaged goods.
Please DO NOT ship the product back to us without contacting us first and receiving an RGA number and all the important instructions.
Also, if there was any internal (non-visible) damage, this will need to be reported to us and the carrier within two days of receiving the product.
Once you have informed us (and the carrier) with this information we will send you complete instructions on how we will be taking care of the damaged goods. We wish to take care of you and get your damaged product replaced as soon as possible. Please do let us know if you have not received the instructions within 1-2 business days.
Defective product(s)
Within thirty (30) days of receiving your order, if any product proves to be defective; please contact us immediately. Please DO NOT return the product back without contacting us first and receiving an RGA number and the necessary return instructions.
After receiving the defective merchandise, we will test it if need be, and we will ship back to you (at our expense) a non-defective replacement product.
Should we determine that the product is in fact defective (and was returned in accordance to our return instructions and policy), we will not only pay the cost of shipping the new non-defective product to you, but we will also reimburse you for standard UPS/FedEx ground rates/charges (not 2nd day air) that they charge for shipping the defective product back to us. This does not include any 3rd party processing fees imposed by some shipping companies. This offer is only good in the Continental U.S. If you ship the product back to us from outside of the 48 states, you will need to pay for the cost of sending the product to us.
If the product is not defective, we will return the product to you and not reimburse you for the cost associated with you returning the product to us.
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