Customers have 48 hours to cancel an order for free and receive full refund. If a customer contacts us on the phone within 48 hours of online order placement, the customer will receive full refund.
Email is not a valid method of contact for cancellation requests because an email may fail to reach us on time or it may never reach us at all. Customers must contact us on the phone to cancel an order. If an order is cancelled within the period which starts 48 hours after the order was placed and ends one week before the beginning of scheduled delivery time, there will be a $25.00 processing fee which will be deducted from the refunded amount. If an order is cancelled within the last week before the beginning of scheduled delivery time, the customer will receive store credit for the full amount. Store credits must be used within three months of the original order date. Store credits that are not used within three months will expire automatically at the end of the three month period.
If an order is placed no more than one week before the beginning of scheduled delivery time, the customer will have two hours to cancel the order for free and receive full refund. After the initial 2 hour period, the customer will receive store credit for the full amount in case of a cancellation. Store credits must be used within three months of the original order date. Store credits that are not used within three months will expire automatically at the end of the three month period.
All sales of supply materials are final and non-refundable as we do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additional non-returnable items are gift cards and health and personal care items.
Refunds (if applicable)
Once you cancel a reservation, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
We only replace items if they are defective or damaged. At the time of delivery, customers must inspect the items for pre-existing conditions before the delivery driver leaves. Claims made after the delivery driver leaves are not considered to be pre-existing conditions. Irregularities communicated to us by the customer after the delivery will be the customer's responsibility. We will charge the customer for the damages that are not reported to the driver at the time of delivery. If you inspect an item and find a cosmetic issue, point it out to the driver and he/she will make a note on delivery documentation. If you inspect an item and find a functional issue that would have a negative impact on the design purpose of the product, you can exchange it for the same item. In that case, your delivery driver will help you if he/she has the same item in the delivery vehicle. In case the delivery driver does not have the same item, you have the following options: i) schedule another delivery for the same item, ii) accept a comparable item as a replacement, iii) remove the item in question from your order list and receive full refund for that item, iv) cancel your order in its entirety and receive full refund. Please note that cosmetic claims are not basis for refusal and refund request. Cosmetic pre-existing conditions will be noted by the driver so that you do not get charge for it upon return.