Our Cancellation / Return Policy
Q: CAN I CANCEL AN ORDER?
A: Once your order is placed, it is automatically processed for shipping -- you may not cancel an order once it has been submitted. You may cancel an order for a customized product (printed with your logo), as long as your cancellation request is received prior to the product going to print -- however, there will be a 15% cancellation fee assessed.
Q: WHAT IF I GET A DAMAGED OR DEFECTIVE PRODUCT?
A: Go to Your Order, select the appropriate item in your order, and use the links to report your problem and let us know that your product was damaged or defective. We will provide you with a pre-paid return mailing label and instructions for sending the product back to us. We will also send you a replacement of the same product at no additional charge to you.
Q: HOW LONG WILL IT TAKE TO REPLACE A DAMAGED PRODUCT?
A: We will have a replacement sent out to you as soon as we receive the damaged product back. In some cases, we will even be able to mail the replacement to you before you send back the damaged product. However, you will still be responsible for sending the damaged item back to us (using the manufacturer's pre-paid mailing label or call tag) unless you are instructed otherwise. If we don't receive it within 30 days of sending you the replacement, you will be charged for the second item.
Q: DO YOUR PRODUCTS COME WITH AN EXTENDED WARRANTY?
A: Some of our products come with a longer manufacturer's warranty than our standard 30-day guarantee. Please check the individual product page to see if an extended warranty is available for that item. In cases where your product does carry an extended warranty, you will be eligible for full replacement of that item for the life of the warranty. However, we assume no liability for the products sold by other companies on this website -- any problems related to the quality or safety of a product beyond our standard 30-day guarantee must be handled between the customer and the manufacturer.
Q: WHAT IF I JUST DON'T LIKE A PRODUCT?
A: First, please check the product page to see if that product is returnable for a refund or exchange -- some products may only be returned for an exact replacement, but we tell you ahead of time if this is the case on the "shipping options" link for each product. If the item is returnable, you may send it back within 30 days of the ship date and we will either apply the credit toward an exchange or provide a refund for the retail cost (minus any shipping and restocking fees) -- as long as the product is:
Q: WHAT IF I SIMPLY REFUSE A PACKAGE?
A: If you refuse a package without following our return instructions, you will still be charged the 15% restocking fee. Your refund may also be delayed, as we have no way of tracking the return of your product. And if your product does not make it safely back to our manufacturer, we will be unable to issue your refund. To avoid any unnecessary delays, please follow the return instructions on your packing slip.
Q: HOW DO I AVOID THE RE-STOCKING FEE?
A: You can avoid the 15% re-stocking fee by choosing to have another product of equal or greater value sent to you as an exchange, instead of a refund. You must still follow the return procedures listed below -- and you must ship the product back to the manufacturer yourself. If you want to purchase another product instead of paying the 15% restocking fee, please indicate which replacement product you would like and we'll be happy to ship it to you. If there is any difference in price, your credit card will be charged before your replacement product is sent out.
Q: WHAT PRODUCTS CAN I RETURN?
A: You may return any product that is damaged, defective, or otherwise unsatisfactory for a replacement.
Q: HOW DO I RETURN A PRODUCT THAT ISN'T DEFECTIVE?
1) Go to Your Order within 30 days of the ship date, select the appropriate item in your order and use the links and choose "I want to return this item" -- you will then be given the correct return address for that particular product. Please DO NOT simply send the package back to the address on the mailing label -- or to the www.OnlineOrganizing.com address -- as it may go to the wrong location and you will be held liable for the cost.
2) To qualify for a refund or replacement, the item must be sent back in its original condition -- including the original packaging and containers, documentation, warranty cards, manuals, and all accessories. We will not accept returns if packaging is not in its original condition. We will also not accept returns on items that are sent back in a condition that cannot be resold. If you reject that return shipment, we reserve the right to withhold credit.
3) You are responsible for all return shipping fees. Repack the item in its original packaging, include a copy of the packing slip, and send to the return address you have been given for that product. Pack the item well, insure it for the full value, and request tracking or proof of delivery -- any items lost in the mail or damaged during return are your responsibility.
4) Go to Your Order. You should see a list of the items in your order -- again choose "I want to return this item". Here you will be able to let us us know how and when you returned the product. Also please explain the reason for the return and let us know if you want an exchange or a refund. If you want to purchase another product instead of paying the 15% restocking fee, please indicate which replacement product you would like in the "comments" section.
5) Once the vendor has confirmed receipt of the item, your exchange/refund will be processed.
Q: HOW LONG WILL IT TAKE TO GET MY REFUND?
A: Upon receipt of the notice of return from the client, we will contact the manufacturer to confirm that the product was received. Within 30 days of confirmation that the product has been received by our manufacturer, a refund will be mailed to you in the form of a check or credited to your charge card (less the shipping and applicable 15% restocking fee).
Q: HOW LONG WILL IT TAKE TO GET MY REPLACEMENT PRODUCT?
A: Upon receipt of your return form, we will contact the manufacturer to confirm that the product was received. If there is any difference in price between the product you have returned and your replacement product, your credit card will be charged before your replacement product is sent out. Once your request is processed, your replacement will be shipped immediately.
Q: WHERE CAN I GET A COPY OF THIS RETURN POLICY?
A: You may right-click on this screen and select "print" to print a copy of our policy. An abbreviated copy and a link to this page will also be included on your packing slip when you receive your order.
Q: WHAT IF I'M NOT HAPPY WITH ONE OF YOUR VENDORS?
A: If the you feel that a product is of poor quality or a supplier has provided poor customer service, you may submit a complaint to us, to be considered when reviewing the inclusion of that product in our online catalog. All complaints should be submitted by sending us an email. We disclaim all liability for the products sold by other companies on this website. Any other sanctions against the supplier are the responsibility of the client.
Q: WHAT IF I HAVE A PROBLEM WITH MY ORDER?
A: Go to Your Order, select the appropriate item in your order and use the links to report your problemand we will take care of the problem as soon as possible.
By submitting your purchase order, the client acknowledges, understands, and accepts these terms of agreement.