Returns and exchanges policy
We get it — sometimes a purchase doesn't work out. It happens. If you need something returned or exchanged, you'll find everything you need to know here.
What items are eligible for a return or exchange*?
- Stock items in new condition
- Unused items in saleable condition
What items aren't eligible for a return or exchange?
Custom items (including custom cut or imprinted items) are not eligible for return, refund or exchange.
Gift cards are also non-refundable.
What about non-stock items?
- Non-stock items produced through third-party manufacturers are subject to that manufacturer's policy.
*All returns are subject to our thorough inspection.
How do I return or exchange an item?
- Most shipping carriers require 6 items to process the claim so please save the box and packaging until your claim is processed.
- A photo showing the damaged item and how it was packaged inside the box
- A photo of the damaged item
- A photo of the packaging material used
- A close-up photo of the shipping label with tracking number (generally starts with 1Z)
- A close-up photo of the box manufacturer’s certificate (round stamp on outside of box)
- Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides)
Requesting an RMA# accomplishes three things:
- Ensures there are no surprises when items arrive at our warehouse
- Enables us to process your return faster
- You receive your exact credit for the item
Please forward all the information above to Customer Service and contact us for an RMA# (Return Merchandise Authorization) before making a return, then write that number on the outside of the shipping box.
Please note — you are responsible for the return shipping cost.
How long do I have to return/exchange an item?
Order shortages and damages need to be reported within 5 business days of delivery.
It depends on the item!
- Stocked smallwares and equipment: up to 30 days from the delivery date.
- Stocked parts: up to 90 days from the delivery date
- Non-stock products: subject to the manufacturer's return policy**
**We will notify you of the applicable policy before issuing you an RMA#. No claims can be made for labor or shipping costs unless they are specified in the manufacturer's warranty.
When can I expect to see my return credit?
Credit will be issued no later than 72 hours after we receive, inspect, and process your return.
How do I return heavy equipment and/or crate items?
We handle these returns a little differently.
For these items, you must call us within 5 days of receiving the item. Credits will be issued within 30 business days after we receive, inspect, and process your return. If you're looking to exchange your item, we must first receive the product before we ship you another item.
Can I return chemicals?
Pursuant to state and federal regulations, some chemicals are not returnable. To learn if your chemicals qualify, contact us before requesting an RMA#.
If the chemical is returnable, we will issue a RMA# and mail you a "limited quantity label" that must be affixed to the box before giving it to UPS.
Remember, always contact us before making a return or exchange. And if you have any questions on any part of our return policy, don't hesitate to reach out.