Return and Refund Policy
Return and Refund Policy
--> NOTICE OF UPDATES TO THIS RETURN POLICY:
* ON APRIL 1, 2019, THIS UPDATED RETURN POLICY WILL GO INTO EFFECT.
* The purpose of the updates is to redefine and more clearly explain any applicable guarantees, our return policy, the returns process and eligible time frame for returns.
* Please review this updated Return Policy.
* YOUR CONTINUED USE OF THIS SITE BEGINNING ON APRIL 1, 2019 WILL INDICATE YOUR ACCEPTANCE OF OUR UPDATED RETURN POLICY.
* On December 3, 2019, the language of our cancellation policy was altered to be more specific; the policy remains the same.
Items can be returned within 45 days from the date you place your order, or 14 days from the date your item is confirmed as delivered by tracking, whichever occurs first; or for a period of time as required by applicable law. If more days have passed than are defined in the preceding sentence, unfortunately we can’t offer you a credit, refund or exchange.
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging, which must be in unused and new condition.
All return shipments are shipped at your own expense.
We are unable to offer cancellations, modifications, store credit, or refunds on any orders before the order has been delivered to you, and you have submitted a ticket through our Help Desk to initiate the return process.
Why do we have this policy? Because few customers request modifications or cancellations, we have determined receiving products as quickly as possible is more important to our customers, and have contracted with a new fulfillment partner that ships the vast majority of orders the same business day, or the following business day. Our new system instantly submits your order details to our fulfillment partner upon successful payment being received, and the fulfillment process begins within moments. Even if your package has not been scanned by the carrier as of yet, it is in the fulfillment process, such as labels have been printed, and pick and pack may have started. Many orders are packaged at the facility in Idaho, and then transported to a UPS sort facility, and do not begin reporting tracking until they arrive in California for USPS distribution. Our fulfillment partner services thousands of shipments per day, for multiple businesses, and locating a single package is not feasible.
Unless otherwise stated on the product listing, refunds are only applicable on products that are defective or have been damaged, broken, or disformed due to a manufacturing error, our error or during the shipping process.
Such items must be reported through our HelpDesk within 72 hours of delivery confirmation, including submission of images that show the defect, damage or incorrect item. Upon approval and at our option, we will issue a refund less shipping and handling fees or send a replacement item to you at our expense. We may require, at our option, that the defective, damaged, or disformed item to be returned.
Products that are in new condition may, at our option, and less shipping and handling fees, be exchanged for a store credit, exchanged for another product of equal or lesser value, or refunded.
Several types of goods are ineligible for store credit, exchange or refunds, and are exempt from being returned (unless required by applicable law); these include:
- Charges for Shipping and Handling (see SHIPPING below);
- Deeply Discounted (75% or more below the “strike-through price) or "just pay shipping" ($0.00 + a Shipping Fee) products (read more);
- Gift Cards & Downloadable software products;
- Perishable goods (such as food, coffee, seeds, flowers, etc.) cannot be returned;
- Health, personal care, intimate or sanitary goods;
- Hazardous materials, or flammable liquids or gases.
There are certain situations where no store credit, exchange or refunds or only partial store credit, exchange value or refunds are granted (unless required by applicable law); these include:
- Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error;
- Any item that is returned more than 14 days after delivery;
- Any order qualified for a free shipping promotion has a base shipping fee which remains in effect as identified in the Shipping section below
You agree to be solely responsible for any import duties and related customs fees associated with your order, and understand that we do not offer any compensation for these fees.
You will be responsible for paying for your shipping costs to return your item. For orders where you pay shipping and handling charges, these charges are non-refundable once your order has been submitted to our fulfillment partners for fulfillment. If you receive a store credit, exchange or refund, the cost of return shipping will be deducted from your refund.
For orders where you qualify for a Free Shipping Promotion (where your order receives free shipping), you agree the cost of outbound shipping and handling is defined as $6.95 for orders shipped to US addresses, and $9.95 shipped to non-US addresses, and these amounts are not refundable or eligible for store credit or exchange value.
Why do we have this policy? Shipping and fulfillment costs are one of the largest costs for any small business, and we incur these costs on every order that requires a physical product to be moved from our fulfillment partners’ warehouse to your delivery address. If you change your mind, and we receive the product back in re-sellable condition, we are not eligible to recoup the original costs for delivering the order to you from the carrier.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, be advised that depending on the method of payment you used, and the bank you use, refunds can take 5 to 7 business days to credit back to you. This is not within our control, as it falls within your financial institution's policies.
If more than 7 business days have passed since you received a refund confirmation email from us, contact your financial institution for more information.
If 10 business days have passed since we issued you a refund and you have contacted your bank with no resolution, submit a ticket through our Help Desk and we'll contact our payment processor to see if we can help you.
MAKING A RETURN
To complete your return, we require a receipt or proof of purchase, such as a copy of your order confirmation email.
We require that you contact us through our Help Desk in advance of shipping a product to us for return. The return address on your package may not the address you need to return your order to. Some of our suppliers and fulfillment partners do not accept returns on our behalf, and this may result in your return not being able to be processed, and not being able to be returned to you. You must submit a support ticket through our Help Desk, to which you will be issued a Return Authorization and the correct address to which your return must be shipped for proper processing.
We do not take title to returned items until the item arrives at our or our fulfillment partner's location as directed during your return process. We have no control over postal and courier services and cannot guarantee we will receive your return shipment; as such we encourage you to consider using a trackable shipping service that requires a signature upon delivery, or at minimum purchase shipping insurance. At our discretion, a refund may be issued without requiring a return. In this situation, we do not take title to the refunded item.
You agree that items discounted 75% or more below the “Strike Through Price", and items priced at $0.00 plus a Shipping and Handling fee are treated as “All Sales Are Final”, and are not eligible for exchange, store credit or refund.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return, minus shipping and handling charges. Once the returned item is received, a code for your gift credit will be emailed to you.
If we are unable to verify the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the original purchaser must contact us for to exercise the terms set forth herein.
ONCE WE RECEIVE YOUR RETURN
Once your return is received, we will send you an email to notify you that we have received your returned item(s). Once your return is inspected, we will also notify you as to the status of your qualifying store credit, qualifying exchange or qualifying refund.
If you are approved, your store credit will be issued, exchange shipped, or refund processed with a credit being automatically applied to your original method of payment, within a certain amount of days as determined by your financial institution.
GUARANTEES (if applicable)
*30 Day MONEY BACK Guarantee*
From time to time we may offer products with a 30 Day MONEY BACK Guarantee. This guarantee warrants the following: from the time you place your order, we will guarantee the item you ordered will be delivered within the delivery time frame displayed on the item listing. If you do not receive the item within the delivery window mentioned on the listing, or if it arrived damaged, we will have a replacement delivered to you within 30 days of you notifying us through our Help Desk and at no additional cost to you. If the replacement does not arrive within 30 days of the replacement shipment date, we will refund your order in full.
OUR 100% SATISFACTION GUARANTEE
If you are not satisfied with the quality, or any other aspect of the product you received, please return it to us within 45 calendar days of fulfillment, or 14 calendar days of tracking confirmed delivery, whichever occurs first, for a replacement or store credit equivalent to the product price, less shipping and fulfillment charges.
Procedure to claim this guarantee – Submit a ticket to receive a Return Authorization (we aim to respond to all support requests within 48 hours of request) - return the unused portion of the order to us and include a note with your order number (found in your order confirmation email) or your full name and shipping address, and approximate date of order so we locate your order in our system and send you a replacement, issue store credit to you (minus shipping and handling charges) in the form of a special code, or if you qualify for a refund, it will be processed directly back to your payment method (minus shipping and handling fees): credit card, PayPal or Amazon account, depending on which payment method you used at the time of purchase.
It is important to send unopened and opened items back to us, as we will issue qualifying store credit or qualifying refunds only for the returned items. If your order included consumables, and at our option we allow a return, and you have used and discarded the packaging, then return what you have left and we will issue store credit or a qualifying refund for the partial return.
Any shipping and handling charges paid for your order to deliver your items to your location are not eligible for qualifying store credit or qualifying refund once your order has been submitted for fulfillment. If you received Free Shipping as part of a store promotion, please see the SHIPPING section above to determine the shipping and handling amount that will be deducted from your qualifying return.