guarantees your satisfaction. We make every reasonable effort to ensure that our customers are satisfied with the products that they purchase through this site. All sales on this website denominated in US dollars are purchased from or associated companies. Below, you will find our policies for sales / shipping / warranty / returns and our promise of great service in the case that you have an issue with any our products.
Within/To USA, shipping is via UPS Standard and usually takes between 2 to 7 business days, except to remote areas where different services may be used at our discretion. Delivery requires a physical address: We do not ship to PO boxes or APO/FPO/HI/AK/PR addresses. Delivery address cannot be changed after purchase.
Within/To Canada, shipping is via UPS Standard and usually takes between 2 to 7 business days, except to remote areas where different services may be used at our discretion. Delivery requires a physical address: We do not ship to PO boxes or Canadian Territories (NWT/YT/NV) addresses. Delivery address cannot be changed after purchase.
We do not ship outside of USA or Canada.
Orders are processed within 24 hours of purchase (excluding weekends and holidays). A UPS tracking number is sent to our customers as soon as the item ships.
Refused Items / Undeliverable Items
If any shipment is not accepted by the receiver for any reason, including but not limited to, package refusal, incomplete or incorrect address, unavailability to receive package, non-payment for duty/tax for international orders, the carrier will return the package back to us. If this happens, one of two things can occur:
1) if we are notified while the product is on its way back to us, and you are able to contact us during this process, we can have it again rerouted back to you. In this case we would charge you the actual fees we get charged by the carrier for the redirection, readdressing, and redelivery. This could be free, but is usually charged at $20-40+ (for USA/Canada orders, international order shipping prices will be higher) depending on the speed of service chosen at checkout and where the package is when we are able to contact the carrier. We only charge you the actual fees that we are charged.
2) If the product is returned all the way back to us, a fee equal to the cost return shipping and any carrier handling / warehousing / customs / duty / brokerage / taxes / other fees will be charged to the customer before reshipment of the goods. Alternatively if the customer elects to have a refund, this amount plus the amount of original shipping will be deducted from the refund. In some cases, refunds may also be subject to a restocking fee. When applicable, the warehousing and handling fees and return shipping fees charged to us by the carrier often exceeds $30. We will only charge the fees that we are actually charged by the carrier.
Please ensure that the address that you provide when checking out is fully accurate including proper zip code, business name (if applicable) and apartment/unit number (if applicable). If an error is detected before the product ships from our warehouse, please put your order on hold as instructed in the email sent immediately after ordering and contact our customer service department with the corrected address immediately. Address changes will be done on a best effort basis at no cost. Depending on the shipping method chosen at checkout, it may be possible to change an address after a package has shipped. If this is possible, a service charge of USD$20 or equivalent must be paid for the package to be redirected. If you have chosen a shipping method which does not offer a redirection service, then our only remedy will be to wait for the product to be returned to our warehouse if it is not accepted at the original address.
Order Cancellations / Changes
In order for us to offer speedy order processing times, many order processing steps are automated. Immediately when you place your order, your order is printed in our warehouse for packing soon afterwards, possibly outside of customer service business hours. It is not always possible to change / cancel an order after it is placed so please order carefully. If changes are required to an order, you may send an email to customer service by clicking the CONTACT icon at the top of www. or by phoning us. Please note that from time to time, for whatever reason we may not receive your call / email / voice mail before the product ships. Any messages left for us requesting cancellations whether sent by email or voice mail will be processed on a best effort basis only. We will not be responsible for refunding shipping charges should an item ship because we did not receive your message or you were not able to successfully contact us. Once received, items may be returned / exchanged as per our policies below. If a product ships that you do not want, DO NOT REFUSE THE SHIPMENT when the carrier attempts delivery. Please see the section above for more details.
We hate backordered items just as much as our customers do, therefore we keep thousands of items with over 3,000 product skus in stock at all times. Larger than anticipated sales on certain items occasionally result in backorder situations. Our online ordering system and shopping cart will show you real time stock availability of most items before you place your order. (Please note that while every effort is made in keeping our online inventory system up to date, on rare occasions, it may be inaccurate, in these cases, we apologize for the inconvenience and will extend a 10% discount to you should your items be reported as in stock but actually be backordered.) Orders will be shipped automatically when the backordered product(s) come into stock. Orders that contain both in stock and backordered items expected to be in stock in a short amount of time will be held and shipped together. Orders that contain in stock and backordered items expected to be in stock in a longer amount of time will have in stock items shipped immediately and backordered items shipped ground when the backordered products come into stock. The duration of time before we split a shipment will depend on the cost to ship two packages and the shipping amount paid. Cancellations for backordered items are accepted up to 45 days after the date the order was placed, after which time our credit card processor prevents us from processing refunds. After 45 days cancellations for backordered items will result in the issuance of site credits only.
International Orders - Duty And Taxes
Unless otherwise mentioned within the site, all products are shipped from USA/Canada. Customers within USA/Canada should not expect to see any duties, taxes or brokerage fees when ordering from . Customers from outside of these two countries, may have taxes imposed by the government in your country upon import. Please check with the customs office in your country regarding duties or taxes which may apply to your purchase. If your order has been shipped by UPS or FedEx, the brokerage charge is included in the shipping cost for most countries.
RMA numbers required for all returns
Before returning any products to , you MUST obtain an RMA (Returned Merchandise Authorization) number by using the form below. You will receive an RMA number via return email. This RMA number MUST be written in large block letters on the outside of the box/envelope upon return. If your RMA is not clearly marked on the outside of your package, your return will not be accepted and will be marked RETURN TO SENDER at your expense.
Items must be sent back to the correct address
An address will be provided when your RMA is approved. This address MUST be used. Any products sent back to the return address marked on the shipping label will not be received by . The address provided is that of our broker, and they charge MASSIVE fees to receive parcels on our behalf. In the event that the package is sent to this address we will either deduct from the refund or charge the customer the actual costs incurred for the receiving service, storage service, repackaging service, paperwork processing service, and shipping fees to get the product to the proper address. This fee is never less than $50.
Items must be declared properly for customs purposes
Products must be returned to our location in Canada. Due to the international location of some of our customers, customs documentation will be necessary for returned shipments. Depending on your reasons for returning the products to us, you will receive instructions on how to declare the product for customs purposes. These instructions must be followed. If they are not followed correctly, and customs duties are charged, these charges will be deducted from any refund owing or will need to be reimbursed to us before a replacement is sent out.
Shipping Service Used
The address to which parts are returned is a PO box. FedEx, UPS, DHL, and other couriers cannot deliver to PO boxes. Your return MUST be shipped via the post office. If your shipment is sent any other way, it will be automatically rejected by the carrier and returned to you at your cost.
Prepaid shipping and insurance is required
We cannot be responsible for lost or misdirected returns, or returned that are damaged in shipment, so for your protection, we require that you insure all returns using a traceable method when returning to us. All expenses related to the return of goods to must be prepaid by the customer.
All items MUST be returned back to us using a post office service that offers tracking numbers. This number will be used to confirm receipt at our warehouse, and also to find the package in the case that it does not arrive when expected. In the event that an item is returned without a tracking number, we cannot be responsible in any way if the product does not arrive at our warehouse.
Items must be returned in original condition
We are not able to accept for return, warranty service, replacement, refund, etc. any products which have been abused, modified, improperly installed, mishandled, improperly maintained, scratched, dented or otherwise damaged (including damage in return shipping). Any products returned to us for exchange or replacement must be received in perfectly resalable condition with all original packaging in good condition. Exchanges or refund requests will be denied in all cases where non-resalable merchandise is received. In cases where merchandise is repairable, repackagable or a replaceable part is damaged, a partial credit / refund may be offered at our option.
Value of returned product will be adjusted if purchased at a discount
If items are supplied at a discount when purchased with another product, or if a free item is given with the purchase of an item being returned, or if free/discounted shipping is offered at the time of sale, the amount to be refunded or credited will be the difference between the total order value and the full retail value without discounts of the unreturned items purchased on the order.
The sole obligation of , (including but not limited to its owners, operators, contractors, consultants, employees, etc.) under our warranty shall be repair, replacement or refund, at our option. will not be responsible or liable for labor, or incidental or consequential damage of any kind. In no event shall our liability exceed the cost of the goods.
Returns for refunds
For any return where an item is not resalable due to installation, damage, abuse, damage in transit from customer to , etc., we reserve the right to refuse the return, and product will be returned to the customer at his/her expense. If an item is being returned in perfectly resalable condition, where customer requests a refund, an amount equal to all shipping costs related to the order (including any shipping costs as a result of exchange / warranty service), plus a restocking fee of 20% of the total order value will be deducted from the refund (for exchanges / site credit there is not a restocking fee). Alternatively, site credit for the original order value minus all shipping costs related to the order will be offered. Returns for refund goods must be received at our warehouse within 28 days of the original purchase date. After this time, only site credit will be offered in exchange for returns. Upon receipt, before a refund is made, the products will be inspected to ensure that they are fully resalable. If the product is damaged, or returned without all its parts, has any evidence of use, or for any other reason the product is deemed to be un-resalable your refund request will be denied and the return will be sent back to you at your cost.
In cases where the customer is in no way at fault for the receipt of the incorrect merchandise, will offer a prepaid shipping label where possible. If it is not possible, we will offer you either offer a free gift (which will far outweigh the postage charges) which will be sent with the correct product as compensation for your costs of sending the product back OR issue you a site-credit for the actual cost of postage to send the product back. Note that no compensation is offered if the product is sent via a courier service such as FedEx, UPS, DHL, etc. Credits are only issued on items being returned using the post office. If you are not at fault, please specify which compensation method you prefer. Under no circumstances can we offer a cash refund for return shipping charges.
RETURNS DUE TO INCORRECT SHIPMENT
We make every effort to ensure that each shipment is picked, packed, and shipped carefully, however, occasionally, mistakes happen. Upon filling out the form below, notifying us of the incorrectly shipped product, you will be assigned an RMA number, and should return the incorrectly shipped product to us. Upon receipt we will ship your new product to you. We reserve the right to send a replacement as a resolution to any incorrect shipment before offering a refund. If you wish to receive your replacement part before we receive your return, you may purchase an identical product from our site, and it will be shipped immediately. Once the original part gets back to us, we will refund the amount of the second transaction in full, INCLUDING shipping.
RETURNS FOR WARRANTY SERVICE / REPLACEMENT
Unless specifically stated at the time of purchase, we warranty all merchandise for a minimum of two months against defects in workmanship or materials for normal use. Longer warranties by the manufacturer, as noted in our product verbiage or during the ordering process may also be applicable. The warranty term in effect at the time of purchase shall be applicable to your items. For in-warranty items, repair or replacement will be made by per the published terms and conditions of the manufacturer. You must request an RMA number before returning products for replacement or service. Warranty claims will be denied if there is any physical damage to the product which appears to be a result of misuse, modification, negligence, incorrect installation/removal or return shipping damage. The sole obligation of , (including but not limited to its owners, operators, contractors, consultants, employees, etc.) under our warranty shall be repair, replacement or refund, at our option. will not be responsible or liable for labor, or incidental or consequential damage of any kind. In no event shall our liability exceed the cost of the defective goods purchased from us. If your returned parts are not covered under our warranty we will contact you and quote the cost of repairs.
ITEMS LOST OR DAMAGED IN TRANSIT
Our quality inspection and packing methods are such that we protect our product while in transit and so that all items that ship are in good, working order, however, rough handling by shipping companies occasionally causes damage to products. In cases like these, IF WE ARE NOTIFIED WITHIN 5 DAYS OF THE PRODUCTS BEING DELIVERED TO YOU we will file a claim with the carrier on your behalf. Claims of damaged goods made after 5 days of product receipt cannot be processed. Once the claim is submitted to the carrier, you will have an obligation to also work with the carrier in any reasonable means necessary to help with the claim. As soon as we are able to get our claim check, we can re-ship the parts to you. We reserve the right to send a replacement as a resolution to any lost/damaged in transit claim before offering a refund. If you wish to receive your replacement part before the claim is settled with the carrier, you may purchase an identical product from our site, and it will be shipped immediately. Once the original part gets back to us or an insurance payment from the carrier arrives, we will refund the amount of the second transaction in full, INCLUDING shipping.
RETURNS DUE TO DOA (Defective On Arrival or Damaged On Arrival)
If you receive a product which has been damaged, is defective, or has a physical defect, you may request a return using the RMA form below. During return shipping if any further damage occurs to the product, your exchange request will be denied. If there is any evidence of modification, or evidence that a product being returned as DOA has been installed or damaged in transit, your exchange request will be denied. Your claim must be submitted to within 5 days of receipt. We reserve the right to send a replacement as a resolution to any DOA claim before offering a refund. If you wish to receive your replacement part before we receive your return, you may purchase an identical product from our site, and it will be shipped immediately. Once the original part gets back to us, we will refund the amount of the second transaction in full, INCLUDING shipping.
EXCHANGES DUE TO CUSTOMER ORDERING ERRORS
We all make mistakes, so if you have ordered an incorrect product, we would be happy to exchange it for the correct product. If you wish to return for refund, please see that section in this document. To exchange your product, fill out the form below to obtain an RMA number and return shipping instructions. We will not charge a restocking fee, however, we will request that you pay our shipping costs for sending the replacement product to you. If you wish to receive your replacement part before we receive your return, you may purchase the correct product from our site, and it will be shipped immediately. Once the original part gets back to us, we will refund the amount of the second transaction in full, NOT INCLUDING shipping.
ITEM NOT RECEIVED
Products are shipped as soon as possible once an order is received. You will receive a notification email once your order is placed to let you know when your order should ship although most products ship on the morning of the same business day if the order is received before 2pm EST. Items are shipped with expedited priority and traceability using the postal service. ENTIRE ORDERS ARE NOT NECESSARILY SHIPPED TOGETHER as certain products on this site are sent from different locations or due to stock availability issues. Once shipped, delivery times can vary depending on location. Delivery is sometimes completed in as little as 3-5 business days for the northeastern US or most of Canada or as many as 5-10 business days for the south western USA. Due to the difficulties with the recent terrorist attacks, some packages may be delayed at the border. All packages are sent traceable. If you have not received your item within 30 days from the date your product was confirmed to ship (not the date you paid) and the item status has not been updated by the shipping company, please contact us.
Collection of Information We collect personally identifiable information, like names, postal addresses, email addresses, etc., when voluntarily submitted by our visitors. The information you provide is used to fulfill you specific request. This information is only used to fulfill your specific request, unless you give us permission to use it in another manner, for example to add you to one of our mailing lists.
Cookie/Tracking Technology The Site may use cookie and tracking technology depending on the features offered. Cookie and tracking technology are useful for gathering information such as browser type and operating system, tracking the number of visitors to the Site, and understanding how visitors use the Site. Cookies can also help customize the Site for visitors. Personal information cannot be collected via cookies and other tracking technology, however, if you previously provided personally identifiable information, cookies may be tied to such information. Aggregate cookie and tracking information may be shared with third parties.
Distribution of Information We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes.
Information may be shared with third party service providers, such as financial institutions for credit card billing, e-mail delivery services, marketing services, etc. These organizations are not to use your information for any reason other than to perform related services.
Commitment to Data Security Your personally identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings.
If you have any questions about any of our policies, please send an email to our customer service team for clarification before purchasing or returning your goods.
We always treat our customers with respect and conduct our business in a professional manner and we expect the same from our customers. Messages containing swearing, vulgarities, threats, insults, or any other impolite or unprofessional content will be deleted without a response.
Once you have read and agree to these terms please request a
Return Merchandise Authorization (RMA) Number