Happy customers are our number one priority!
Our new system has made the exchange process more streamlined and faster than previously. With the new system, customer do not have to contact customer support and give their credit card information. It takes less time than the old procedure.
When the items are processed through the return center, we receive a report and an email ticket is created and sent to the customer.
Our team will process a refund for the amount of the returned items and place a draft order for the exchange items requested. The draft order will have all the items the customer requested as exchange on it and the link to the order will be sent to the customer.
The customer will click on the link and finalize the order for the exchange items by paying for the new items. Once the order has been completed by the customer, it will be processed and sent to the customer.
Refunds and payments:
- Refunds for returns or charges for product exchanges are processed with the same form of payment used in your original order. Please NOTE: You will be refunded for the item you sent back. We will then use the original form of payment to charge you for the new order.
- Refunds and product exchange charges may take approximately 14-21 business days due to processing and shipping times. The exchanged item(s) may take up to an additional week for delivery depending on the carrier.
- The credit card refund or exchange charge is initiated by a Customer Support representative AFTER the returned product has been received by our Distribution Center, but BEFORE the exchanged product is shipped back to the customer.
- If you have a payment exception, please be sure to make a note in the online Returns Portal comment box BEFORE submitting your return. One of our helpful Customer Support reps will call you for the information on your payment exception AFTER your return has been processed.
- Please note that if you used a bank issued gift card (i.e. Visa, Mastercard, American Express, etc) to place your order, you will need to keep the card in your possession to access the refund to the card.
- If you paid for your original order with PayPal and make an exchange for an item where money is due, we will email send you a link to the order for the new item(s) which you can then add PayPal payment to.
Your security and privacy are of utmost importance to us. Please DO NOT include any credit card numbers or private information in our online Returns Portal or on the packing slip included with your return.