Refunds and Returns

REFUNDS AND RETURNS

If you are not satisfied with your purchase for any reason, you may return it to us for a full refund of product value. Please see below for more information on our return policy. 

RETURNS

We accept returns and will provide a full refund of the purchase price plus applicable taxes, provided the product and packaging is not damaged or used, and items are returned within 30 days of original purchase. After 30 days, up to 90 days from original purchase, we can accept returns however subject to a 25% restocking fee. After 90 days from original purchase, returns are not accepted. 

We do not cover shipping costs either to or from a customer location, both on original purchases and returns. 

For exchanges, please contact us to discuss the circumstances, but generally, this will require a return and new purchase to be handled complete separately. Any items returned for refund, must be new and unused, in original undamaged packaging. If items have been installed, assembled, or damaged, we cannot/will not accept.

If we sold or shipped the wrong item, we will cover all costs to remedy.

All returns require advance communication with and approval by our customer service support staff. We will provide an RMA document, for you to print and include with return shipment, and we ask that you provide us with return freight details, to help expedite the receive and refund-credit process, once item(s) are back at the warehouse.

All items returned must include original documentation, parts, and packaging.

If an item is delivered to you damaged, we will pay for the return shipping, and arrange for replacement item(s) with no additional cost.

It is the responsibility of the purchaser to inspect goods at the time of delivery. If upon inspection of a shipment, the product itself is visibly damaged, call us while the driver is still there if at all possible. This will ensure that any damage occurred prior to delivery.

If items are returned freight collect, the product will be refused. \

If a shipment is rejected by the receiving customer, we will not cover costs to return the parcel, or cover fees issued by the freight company, either for freight, duty, tax, or other. 

We do not refund for shipping costs either to or from a customer location. 

Refunds are typically processed/issued within 7-10 days following the item(s) being received. We do not refund for the original freight charged. 

Refunds will use the same form of payment used to make the original purchase. 

RETURN PROCESS

To return an item, please email customer service at dave@ship2user.com to obtain a Return Merchandise Authorization (RMA) number/document. After receiving a RMA form, place the item securely in its original packaging with the RMA form, then mail/ship your return parcel(s) to the address noted in the RMA. 

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return, and relay the tracking information to customer service so we're aware the return is inbound.  

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least seven (7) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

EXCEPTIONS

The following items cannot be returned:

•   used or installed
•   damaged
•   items without original packaging and/or documentation

For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange.  

ORDER CANCELLATIONS

We accept order cancellations prior to shipping out the item(s). To cancel an order, forward the email confirmation received when you made the purchase, to dave@ship2user.com, with a note requesting to cancel the order. We will then forward the cancel-request to the warehouse, and provided we catch the order in time, we will cancel and issue refund.

If the shipment is already on the floor for ship-out, or loaded on the truck, we will not be able to reverse/cancel the fulfillment, and a return will have to be arranged after the product is delivered.

We will not initiate or attempt to change/alter destination of items shipped, or already in the hands of the freight company being used to ship the item(s). 

DAMAGED OR DEFECTIVE PRODUCT

If an item is delivered to you damaged, we will pay for the return shipping, and arrange for replacement item(s) with no additional cost. It is the responsibility of the purchaser to inspect goods at the time of delivery. If upon inspection of a shipment, the product itself is visibly damaged, please call us while the driver is still there if at all possible. This will ensure that any damage occurred prior to delivery. If items are returned freight collect, the product will be refused. 

While extremely rare, we’ll note that in the event of defective products or "dead on arrival", we will take every measure possible to expedite resolution, which may involve replacement items being shipped ASAP, or other means deemed suitable to remedy. It's rare to see such an event, but should something be damaged in transit, similarly, we'll take every measure possible to remedy. If items arrive damaged, or are found to be damaged when received, please take pictures of the item(s) and packaging, and send to dave@ship2user.com, and we'll determine best course forward. 

If wrong items are shipped, we'll make arrangements ASAP to resolve. 

CUSTOMER REMORSE 

If you purchased the wrong product, it doesn't fit, or you no longer want the item, we will accept returns, subject to the terms outlined herein. 

QUESTIONS 

If you have any questions concerning our return policy, please contact us at: 

+1 (416) 389-6762

dave@ship2user.com