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| Home > Help Section > International Shipping, Returns, Damages |
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| For International Shipments, why do you require Drop Ship Customers to submit their invoice to be enclosed in the box? | | We have this policy for several reasons:
1) we are acting on behalf of you and want to fill out the customs paperwork to your value specifications
2) we ship packages for many different customers who have special requirements; having our customers provide the invoice as a default ensures we fulfill your requests; we need a single procedure for all customers
3) it is prudent to also put an address inside the box in case the exterior paperwork becomes detached or unreadable; this helps ensure delivery
4) we send the items by Priority Mail which are essentially not trackable; by enclosing an invoice, this minimizes the delays in delivery due to customs questions;
Yes, we are aware that the package will be accepted by the post office without a commercial document. But UPS and Fedex do not accept packages without them -- so we chose to standardize for all shipments this way. We deal in volume and we are taking every measure to make sure that your customer receives the package in as expedient a fashion as possible. | | Do you ship to my country? | | Please create an account by clicking the "My Account" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.
How do we select which countries we don't ship to?
From our experience shipping overseas, there have been issues in some countries due to fraud and poor mail handling. Also, our third party insurance company does not insure packages to these "difficult" countries. Here is a list of countries which we do not ship to. We recommend that you keep this list in mind as you receive orders from overseas as you too may have issues with your customers.
Restricted country list:
Afghanistan, Angola, Balkans, Belarus Bolivia, Burma, Congo, Democratic Republic of Congo, Republic of the Cote D'lvoire (Ivory Coast), Cuba, Iran, Iraq, Lebanon, Liberia, Nigeria, North Korea, Paraguay, Somalia, Sudan, Syria, Zimbabwe and there could be others as foreign political situations fluctuate
| | What are my payment choices? | | During the checkout process you may choose any of our current payment options (Visa, Mastercard, Discover, and AMEX) and continue to place your order. Please note that we will not ship your order until we receive payment from you. | | When will my order ship and what are my shipping charges? | | International shipments require special preparation and paperwork. They typically ship 3 to 5 business days after receipt. Shipping is automatically estimated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their estimated prices. Due to the wide variety of restrictions for shipping to international destinations, the shopping cart estimates shipping but does not always take into account the number of boxes or size restriction per box. Therefore, shipping calculated by the shopping cart is only an estimate. | | What is the return policy? | | Returns and Exchanges: Within 30 days from the date of the invoice,
contact customer service via email to request a Return Merchandise
Authorization number (RMA#). Describe why you would like to return the
item(s) and whether you would like to exchange it. Once we receive the
item(s) back in our warehouse and inspect it, we will refund your monies
for the merchandise if it is in resalable condition. The merchandise
must be returned in its original packaging, showing no signs of wear or
shelf damage. We recommend insuring your return package since we are not
liable to complete the refund or exchange unless the merchandise is in
its original, resalable condition. No exchanges or returns after 30 days
from the date of invoice. Returns for reasons other than our own error
are subject to a 20% restocking fee. | | Procedures for Damaged in Transit | | When a customer receives a damaged item via FedEx please follow these steps:
1) Report damage within 7 days of receipt of the package.
2) Email a photo of the damage to [email protected] with a description of the damage. (We use this information to advise manufacturing of issues)
3) Does the customer want a replacement?
4) Advise the customer to hold on to the damaged item for 7 business days in its original packaging.
**DO NOT return the item to the warehouse until instructed.**
When a customer receives a damaged item via USPS Priority Mail International or Domestic Priority Mail please follow these steps:
1) Report damage within 7 days of receipt of the package.
2) Email a photo of the damage to [email protected] with a description of the damage.
**Photos must be provided for USPS claims**
3) USPS damage claim form must be signed by the customer. (request this form USPS-damage-form.pdf from customer service).
4) Does the customer want a replacement?
5) Advise the customer to hold on to the damaged item for 10 business days in its original packaging.
**DO NOT return the item to the warehouse unless instructed.**
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