What is your refund policy?
Once you receive your order, if there is a problem, you have 72 hrs. to notify us. All exchanges and returns must be accompanied by an RA number (Return Authorization number). Item must be returned within 10 days of receipt. All RA's expire 10 days after date of issuance. You will receive a store credit for future purchases once we receive the product in our warehouse. You must contact us at 757-470-0903 (click to call) for this number. Without an RA, any returned box will be refused at the dock. If box somehow comes into our warehouse without an RA, you will be contacted to see if box should be destroyed or returned to you at your cost. Any discounts, free shipping and/or promotions given on your order will be deducted from your credit. We do not refund shipping cost. Returns are subject to a 15% restocking fee and customer is responsible for shipping both ways.
A few general notes about returns:
Each product is checked and packed by hand before being sent. Any damages to the product during shipment should be filed with the shipping company.
Because we only sell new, unused items, all returned items must be in their original packaging with no signs of use.
We always do our best to accommodate our customers on time related orders but we are not responsible for time factors on product delivery from shipping carriers.
Shipping Methods: We offer shipping from UPS for customers in the United States and Bongo International for International customers. UPS SurePost is a shipping savings service which partners with the US Postal Service to deliver to your home or P.O. Box and can take 1-2 extra days for final delivery.
USPS International is offered to our APO/FPO Military customers; this shipping cost must be calculated in house and emailed to you prior to shipment.
Shipping Charges: The cost of shipping is calculated by the online shopping cart at the time of purchase. If this does not work or is incorrect, the cost of shipping will be calculated in-house and we will contact you. Rerouting an order [changing the delivery address once the order has been shipped] will cost an additional $13.00 USD.
Signing for packages: While most orders under $100 USD do not need to be signed for, we recommend you check the "require signature" checkbox when checking out; this helps protect the delivery of your package. Please note that we are not responsible for any packages that are not or stolen. If your package is missing, see the this UPS FAQ page.
Hazardous Material (HAZMAT): Any items in your order that are considered Hazardous Materials [HAZMAT] can only be shipped ground within the Continental United States. Due to regulations by the U.S. Department of Transportation [USDOT] these items will not be shipped via Next, Day, 2nd Day or 3-Day. These items also cannot be shipped outside the Continental United States nor to APO/FPO addresses. Items considered HAZMAT contain flammable or corrosive liquids.
Same Day Shipping: Same day shipping orders must be placed before 1:30pm CST during business days in order to qualify. Same day shipping guarantee is only valid for in-stock items and excludes mascots and orders placed between October 5th-31st and December 18-25th.
Please note that shipping carriers do not count weekends or holidays when calculating your shipping time.