Many of the items are delivered via UPS and may not require a signature upon delivery. Tracking of shipments by UPS can be done through the respected website, www.UPS.com. In the event you have not received a tracking number via e-mail, you may track your order by the order number in most cases. If you are still unable to track your order, please fax us at 831-438-5448 or email us for further assistance with tracking.
Please inspect the box and contents to ensure there is no damage done due to delivery. In the event there is damage, please contact us immediately or on the next business day so we may assist you in the replacement of your order and file the proper claim with the shipper. Failure to do so may result in us not being able to replace the damaged order. We may require photos of the damage. In many cases, the shipper (UPS) may want to inspect or pick-up the damaged item. We ask you to keep the item for 10 to 14 business days before disposal of the damaged item should the shipper choose to inspect or pick-up the item.
Our primary goal is to have your purchase arrive as quickly as possible and in excellent condition. Should the order ship before the cancellation process has been completed, any restock fees, as well as outbound and return shipping charges will apply. We understand that some products have free shipping; however, there is a charge to ship the item to you. This charge will be passed along to you. Cancellation of Same Day or Next Day shipping items must be made within 2 business hours of your order. Request to cancel or change all other orders must be made within 24 hours. CANCELLATION REQUESTS CANNOT BE GUARANTEED!!
Customer satisfaction is our top priority and we want you to be completely satisfied with your purchase. We have set specific guidelines to ensure a quick and hassle-free return and exchange process. We have a fully staffed team of experts who can walk you step by step through this process.
PLEASE INSPECT YOUR ORDER IMMEDIATELY UPON ARRIVAL. DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE PRODUCT YOU HAVE RECEIVED. Please make any notations on the Bill of Lading (delivery receipt).
If you are not satisfied with your purchase, you can return or exchange the product within 14 days of receipt as long as the product is returned in new, unused, and resalable condition inside its original packaging.
All products properly returned under this policy are eligible for a refund, which may include an in-store credit or credit to the original method of payment. We will credit you for the total purchase price, upon receipt of the product, less any applicable restocking fees. A restocking charge may apply to specifically noted products. Certain orders cannot be returned due to their uniqueness and/or personalization to your specific request. Additional fees may apply if not returned in original packaging. Return shipping costs will be at the customer's expense. Some of our products are offered with free shipping, so please note if you return a product that has free shipping our actual outbound shipping costs will be deducted from your return refund. Returns will be inspected prior to issuing credit. Please keep in mind, credit card companies vary in the time they take to post credits.
Please fax customer service at 831-438-5448 or email us for further instructions on your return and to receive an RMA (Return Merchandise Authorization) number. In the unlikely event that your order is incorrect, missing parts, damaged or defective, please call us within 14 days and we will send you the correct product, replacement product, or replacement parts at no cost to you. Our customer service hours are Mon-Fri 9:00 AM to 5:00 PM PT.
After requesting to receive a RMA (Return Merchandise Authorization) number and return address information, you will need to prepare your item for shipment. Pack the item to be returned securely in the original carton. Inside the box, please include your contact information, the order number and the reason for the return. Also note what you would like done (refund, new product shipped, etc.). On the outside of the box, write the RMA number and the appropriate address that was given to you by the customer service specialist. Make sure that the package is fully sealed before shipping. We ask that the item be shipped either UPS or Insured Parcel Post. Using one of these methods will allow the package to be traced and also make the credit process go much quicker. We are not responsible for packages that are lost or damaged.