Return / Refund Policy
We want our customers to be completely satisfied with our products. If for any reason you wish to return your purchase, please read the following instructions:
- Manufacturer’s warranties are dependant upon the brand you have
purchased. Information for each manufacturer should be included with your
delivery, will be posted here and also in the FAQs.
- For KingCord products, you may return items within 30 days of purchase
upon authorization. The product should be shipped prepaid in its original
packing and in saleable condition, by ground mail (USPS or Canada Post)
for credit or refund. Due to US Customs Brokerage duties, a CDN$45
return fee has to be charged on returns from the US.
CANCEL ORDER AND RETURN POLICIES
General Order Policies
Products Our products are NEW and unused unless otherwise stated.
Communication You will receive separate emails confirming that your order has been processed and shipped. If we require more information, we will attempt to contact you first by email, then phone.
Cancellations and Modifications
- Order modification - You may make changes to your order before the purchase order (PO) is issued to the warehouse. The PO is generally issued within 24 hours of your order. After the PO is issued, increases in quantity of the same product will be processed as new orders; other modifications to quantity or product will be treated as cancellations (see Cancellation - after order confirmation below). To make changes to your order, please call us before 5:00 pm CST on the day of your order (Mon.-Fri. only) at (888) 411-7016.
- Cancellation - before PO is issued - For orders canceled before the PO is issued, you will receive a full refund (see Refunds below).
- Cancellation - after PO is issued
- Before shipment - You will not be charged for the cancellation unless the supplier has already submitted a ship request for the order.
- After shipment - Orders canceled after shipment will be treated as returns (see Returns below).
Tracking
Your order status page will be updated with a tracking number within 48 hours of shipment, and an email will be sent to you notifying you of the same.
Receiving
- Please inspect the box(es) for signs of damage before opening your product! If you think there may be product damage, please take a photo of the unopened box. This will help prove that damage was the carrier's fault.
- Please retain original packaging until you have verified your product performs as expected in accordance with the warranty.
Returns
Customer remorse
- Closed box - If the box is unopened, you are entitled to a refund of the retail price you paid less actual outbound and return shipping charges (see Refunds below).
- Open box
- Personal-use products (make direct contact with the body): No returns.
- Other products: We will do our best to obtain a refund from the supplier; however, this may not be possible. If it is, the exact refund amount will be at the supplier's discretion upon examination of the returned product. In addition to actual outbound and return shipping charges, you may be charged a restocking fee up to 15%.
NB: If your product shipped "free" due to a promotion, you will still be liable for outbound and return shipping charges.
Damaged in transit
If your product is damaged in transit, please take photos showing the damage and immediately call our Customer Service team at (888) 411-7016, Mon.-Fri. from 9am - 5pm CST.
- Original packaging available
- If the box is unopened and/or original packaging is available, we will arrange a pickup and refund the order in full or re-ship the product free (includes shipping charges if applicable). You are responsible for preparing the product for pickup. Photos showing damage are required.
- Original packaging is not available
- No replacements or refunds.
Defective product
- Repairable If a product is defective (under warranty) and can be repaired, the supplier will be responsible for parts and repairs. We will assist with shipping parts and facilitating communication with the supplier. NB: Suppliers require original packaging.
- Not repairable If a product is defective (under warranty) and cannot be repaired, we will facilitate a pickup of the original product and will provide you with either a replacement product or a refund (see Refunds below). NB: Suppliers require original packaging.
Wrong product shipped
If you have received the wrong product, you will not be liable for costs incurred. If you changed your order and we could not accommodate your request in time (see Order modification above), please note that you will incur applicable return and/or re-shipment costs
- You've refused our shipment by mistake
-
Delivery not possible
- Customer error - You will pay re-delivery shipping charges (which vary by carrier) when the initial shipment fails because you entered incorrect delivery information.
- Address was changed after the Purchase Order was issued - You will pay re-delivery shipping charges (which vary by carrier) when the initial shipment fails because you changed your address after submitting an order.
- Our/supplier/shipper error - We will provide free re-delivery if our error, our suppliers' error, or our carriers' error prevented delivery.
Other Shipping Issues
Refunds
- Pre-shipment cancellation - Refunds are provided within 5-7 days when you cancel an order before it has been shipped.
- Customer remorse - The processing time for refunds on defective products is approximately four weeks, as follows:
- You prepare the product for pickup (original packaging - see Returns)
- Call our Customer Service team at (888) 411-7016, Mon.-Fri. from 9am - 5pm PST.
- Give us 5-10 business days to receive Return Authorization from the manufacturer
- Give us 3-5 business days to arrange a pickup and extra 5-7 days for the carrier to deliver the product to the warehouse
- Manufacturer inspects the products and acknowledges receipt to us (3-5 business days)
- We issue a refund to you (1-2 business days)
- Credit card company processes payment (3-5 business days)
- Damaged in transit - If you refused delivery because product was damaged and would like a refund, please send us pictures of the damage and call our Customer Service team at (888) 411-7016, Mon.-Fri. from 9am - 5pm PST.
- Defective product - The processing time for refunds on defective products is approximately four weeks, as follows:§ You prepare the product for pickup (original packaging - see Returns)
- You call our Customer Service team at (888) 411-7016, Mon.-Fri. from 9am - 5pm PST.
- Supplier issues a Return Authorization Number (5-10 business days)
- We arrange for pickup (3-5 business days)
- Carrier delivers product to warehouse (5-7 business days)
- Supplier inspects the product and acknowledges receipt (3-5 business days)
- We issue a refund to you (1-2 business days)
- Credit card company processes payment (3-5 business days)
NB: Exact refund amount depends on product and whether it is open/closed box (see Returns).
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