This page is the short, plain version of section 9 of our Terms & Conditions. If your quote or invoice states different return rules, those apply to your order, and the Terms control if this page and the Terms ever differ. Nothing here limits your legal rights.
Returns at a glance
| Your situation | What to do | What happens | Return shipping |
|---|---|---|---|
| Damaged, wrong, missing or defective | Tell us within 3 days of delivery, with photos or video. If the problem is hidden, tell us as soon as you find it. | We repair, replace or refund. No restocking fee. | We pay |
| You changed your mind | Ask for the return within 20 days of delivery. After we approve it, ship the products back within 14 days. | Refund to your original payment method, or store credit plus a 3% bonus, minus the restocking fee (15% standard, up to 20% for some manufacturers; the percentage is on your quote). | You pay |
| Special-order, custom, cut-to-size, or marked “Special Order” or “Not returnable” on your quote | These can’t be cancelled once ordered from the manufacturer, and can’t be returned because you changed your mind. | If one arrives damaged, wrong or defective, the first row applies. | We pay if it was our error or a defect |
How to ask for a return
- Open your order in your account and choose Request a return. If you ordered without an account, use the link in your order email. You can also email us at [email protected].
- Tell us which products and why. For damage, wrong items or defects, add photos or video (up to 4 files, plus a link if you have more).
- We reply in writing. If we approve the return, our approval shows where to send it, the date to ship it by, and any restocking fee. Please don’t send anything back before you have our approval.
- Ship the products back by that date, in their original packaging. Keep your tracking number.
- We refund after we receive and inspect the products (or after the manufacturer confirms it received them, when they went straight to the manufacturer).
Things worth knowing
- Where the return goes. It can be the warehouse that shipped your order or the nearest manufacturer warehouse, whichever gets it there faster. Our approval tells you which.
- Full cases. Some manufacturers take returns only as full cases. If that is a problem for you, ask us: we can often ask the manufacturer to make an exception, such as accepting an opened case, and we will tell you the answer before you ship anything.
- Restocking fee. For a change of mind, a restocking fee applies to the price of the returned products. The percentage is on your quote (15% standard; some manufacturers require up to 20%). It is never taken from shipping or the card fee.
- Discounts that need the whole order. If your quote says a discount or free shipping applies only if you keep the whole order, returning part of it changes the price of what you keep. Section 9 of the Terms has a worked example.
- Your refund, your choice. For a change of mind you choose a refund to your original payment method, or store credit plus a 3% bonus. For damage, a wrong item, a defect or a cancelled order, your money goes back to your original payment method if you prefer.
- Store credit. Credit from a refund does not expire. The bonus credit expires on the date shown when it is issued and in your account.
- Card processing fee. It is shown before you pay. If you paid by card, it is refunded in proportion to the amount we refund to your card. If the return is for damage, a wrong item or a defect, it is refunded even when you take store credit. If you change your mind and take store credit, the card fee is not included in the credit.
Questions?
Email [email protected] or call (848) 878-0303. We are glad to talk a return through with you before you start.