Return Assistance
If you need assistance with a return, don't worry! Here's what you need to know:
No returns will be accepted without a Return Material Authorization (RMA). Please call our toll-free number and speak with a customer solutions representative to obtain an RMA number and shipping instructions. We will process your credit in the same manner as your original payment within 10 business days of receiving the returned item.
Unopened Merchandise
You can return any "unopened" products and accessories within 30 days of delivery for a full refund. Simply return the item to us, purchasing a label directly through UPS or FedEx. Using a non-approved shipping method may result in delays and damages that could affect your refund. If your product included free shipping, our actual outbound shipping costs will be deducted from your refund.
Opened Merchandise
"Opened" and unused products and accessories in their original packaging can be returned within 30 days of delivery*, but will incur a 25% restocking fee to cover testing, cleaning, and repackaging expenses. Return the item to us using a label purchased through UPS or FedEx. Non-approved shipping methods may cause delays and damage that affect your refund. For products with free shipping, our actual outbound shipping costs will be deducted from your refund. Opened returns must be in salable condition with original materials and packaging.
*Engine-powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. If the product has been gassed or oiled, it must be taken to an authorized service center for repair, which may be covered under warranty.
Factory Direct Items
These items are shipped directly from the manufacturer and can be returned with their approval. If approved, you may be responsible for round-trip shipping costs. Some products include free shipping, but the shipping cost may be included in the retail price. You may also be responsible for a restocking fee of up to 25%.
Cancelled Orders
Orders that have shipped cannot be cancelled. If you refuse a shipped order (not due to damage), you will be responsible for an ORDER RETURN FEE. We incur a fee from the freight carrier to return items, which depends on the item refused and the destination.
Built-to-Order Items
Products that are specially built for you and shipped by the manufacturer cannot be returned. These items are not routinely stocked at our warehouse and thus are non-returnable.
Installed Items
Installed items cannot be returned. Any damage from improper installation is your responsibility or that of your installer. A warranty claim can be made, but it is up to the manufacturer's discretion if they will cover any costs associated with incorrect installation.
Damaged Products
Inspect the goods before signing the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment, you will be responsible for filing a freight claim and arranging for the repair or return of the damaged goods. Report concealed damage claims immediately.
Suspect Damage
Sometimes the outer carton may look damaged, but the product inside is fine. If you suspect concealed damage, note "Possible Freight Damage" on the delivery receipt while the driver is present. This notation will make filing a freight claim easier if you discover damage later.
Obvious Damage
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.
Defective Products
We encourage you to test your product within 15 days of receipt so we can quickly address any mechanical issues. If you think your product is defective, don't worry. Often, it's a simple issue that can be resolved over the phone. You can also contact the manufacturer's customer service department. They have expert technicians ready to help. Please have your model number and serial number available for faster service.
Engine-powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. If the product has been gassed or oiled, it must be taken to an authorized service center for repair, which may be covered under warranty.
