Something is Wrong
We work hard to make sure that everything is all that you could wish for, but sometimes things happen. And when they do, we work harder to make sure that it is all fixed and right for you.
Please check below to see what to do. If this doesn't help, please contact us.
|Something is missing||We ship from a couple warehouses and multiple manufacturers. These locations are marked on each product page. It may simply be that the items you ordered are coming from different places, or in more than one container. Of course, if you are concerned, please contact us and we'll let you know where all your items are.|
|I got something I didn't order||Ohh, that's not good. Please contact us to let us know what you received, and we'll get you what you expected.|
|Something was damaged in shipping||Please let us know within 5 business days -- the sooner the better -- if your package was damaged in shipping. Do not dispose of the packaging. We will get you what you need, but will also need to file a claim with the shipper. We will likely have to pick up the package from you to file this claim.|
|It just doesn't work||The items we carry are all warranteed by their manufacturers to work as designed. If for any reason your product fails, we will have it replaced for you. Please do not return a defective item to us. Generally the manufacturer will ship you a replacement. Often they will want to see your product to determine what went wrong to prevent such a problem from happening again. These details will be worked out with you specific to your case. Please contact us to report any defective items.|
|The address is wrong||Let us know as quickly as you know about the error. If it is our mistake, we'll get a new package off pronto. If you gave us an incorrect address we will ask that you pay for the second shipping. We will credit you for the original package as soon as it is returned. Sometimes we only discover an incorrect address when a package is returned. If this happens, we will attempt to reach you. If we can correct the address and reship the package, we will. If you opt to cancel the order rather than reship to a correct address, the refund policy will follow "Refused Shipments."|
|The package is missing||There is delivery confirmation or tracking on a.most all packages with the exception of those going to APO addresses. The only problems we've ever had with missing items that show as delivered have been with deliveries to apartment, condominimum or townhouse complexes. In all cases, a property manager, agent of helpful neighbor had collected your package for you to give to you when you asked. If the tracking shows that a package went missing, we will ship a second one off to you right away. If you are concerned, please contact us and we will start tracking the package down for you.|