Returns and Cancellation Policy

Standard Return Policy
Damaged Shipments
Cancelled Orders
How Do I Return My Order?
What Happens When My Order Arrives Damaged?

Standard Return Policy

If for any reason you are not satisfied with your purchase, we will gladly accept your return or exchange on most items within 15 days. Please note that certain items are considered special orders by the manufacturers and these products may not be returnable.

While we offer free shipping on many of our products, the return shipping is the responsibility of the customer. Also, the original shipping charges incurred by our store on the returned items will be deducted from your refund. In addition, there may be restocking fees which will also be deducted from your refund if you wish to make a return. If the item is refused and returned to the manufacturer, any return freight costs will be also deducted from the refund.

Damaged Shipments

if your products arrive damaged or out of order that cannot be fixed with replacement parts, Online store will handle the necessary arrangements and cover costs of the replacement or parts orders. If damage or shortage or loss is not signed for and noted on the delivery slip, the manufacturer may not be able to ship replacements or replacement parts. Please make sure to inspect your products carefully during delivery process before signing the delivery slip. By signing the delivery slip without any comments, you are signing that you received “All items in good condition”.

Cancelled Orders

All cancelled orders have to be confirmed by Online Store in writing. If you have not received a written confirmation, your order has not been cancelled. Order that have been shipped cannot be cancelled and round trip shipping costs will be deducted from your refund if orders are refused. Orders that are refused are still considered returns and shipping fees along with restocking fees will be deducted from your refund.

All credits will for returned items will be issued once the items have been returned to the designated distribution center.

How Do I Return My Order?

In order to return your order, you will need to obtain an RMA (Return Merchandise Authorization) Number. You must either log into your account or contact our Customer Care at 800-706-3111. If your order is eligible for a return, and RMA Number will be issued to you and we will email you instructions on how to proceed with your return. Your return authorization will have an expiration date and you cannot return your order past that date.

It is the customer’s responsibility to ship the item back at their own cost. All items must be unused and in their original packaging. Additional fees may apply if return items are not in their original packaging or appear to have been used and are damaged in any way. Items that are shipped unassembled by the manufacturer cannot be returned once they had been assembled. Please make sure to package your return carefully. If the product is damaged in transit back to our distribution center the package will be refused. For your protection, we strongly recommend that you insure your shipment in the event that damages occur during transit of the returned order. Online Store does not take responsibility for lost or damaged returned packages. Please make sure to obtain the tracking number from the shipper along with the confirmation of delivery. Please send the tracking information to our Customer Service Department once you have shipped the package. Once we receive your returned item, we will inspect it and issue appropriate credit.  We will send you an email confirmation once we have processed your refund. You should receive your refund within 2-4 weeks from when you ship your package to us. Although in many cases you will receive your refund sooner, we allow about 14 days for the shipment transit and 7 days for inspection purposes. Your refund will be issued to the form of payment you used to make the original purchase.

What Happens When My Order Arrives Damaged?

Your Satisfaction is very important to us and this is why we insist that the products we ship to you are carefully packaged to withstand the transit from manufacturing warehouse to your home. Many products are crated, double-boxed, packaged in cushioning material and palletized to give your order additional protection. It is not likely that your order arrives damaged; however damages occur from time to time. If you receive a product that appears to be damaged and has missing parts, please make sure to note it on the shipping receipt in order to receive a full or part replacement, or be able to return the product for credit. Even if your package appears to be slightly damaged, please make sure to note: Package Damaged and if the carrier does not allow you to inspect the package, please write: Received and Not Inspected. Please noted that if your order is refused without any noted damage, it will be viewed as a regular return and subject to shipping and restocking fees.

Depending on your carrier, please follow the procedures outlined below:

WHITE GLOVE AND TRUCK DELIVERY:

Inspect your package and its contents prior to signing the delivery receipt. Please keep in mind that while some packaging may appear to be damaged, the additional packaging and padding on the inside may have protected your items and kept them in perfect condition. Please do not refuse the package without inspecting it on the inside. If you refuse an item that is not damaged, your return will be subject to our Standard Return Policy.

Once you inspect your package and notice that damaged occurred to your item, please make sure to note this on your receipt and notify us immediately by Phone at 800-706-3111 or email. If any merchandise is damaged and cannot be set up, please refuse this item and note refused due to damage on the receipt. If possible, please take photos of the damaged merchandise and email them to claims@onlinestoresinc.com

FEDEX OR UPS DELIVERY
If any merchandise is received in damaged condition, please refuse the carton(s) and report it to us immediately.
If you received the merchandise in damaged condition and the shipper has already left your premises, please report the damage to us immediately. Please keep the damaged item(s) in the original carton and packaging. If other items are packed with the damaged merchandise, remove all other items and hold carton for possible UPS or FedEx inspection and/or pick up.
When requesting a replacement order time is of the essence. Most carriers allow only 48 hours from the time of delivery for shippers to file freight claims. Please make sure to contact us within 48 hours to report any damage, defect, loss or shortage of items on your order. Please note that the manufacturers may not be able to honor replacements if too much time has passed between the deliveries and reported damaged to our store.