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Returns FAQ

Updated

FAQ

Returns

1. How do I start a return?

To begin a return, you must provide:

  • Order number
  • Items to return
  • Preferred resolution (refund, store credit, or exchange)

If eligible, an RMA (Return Merchandise Authorization) will be issued with instructions.

2. What are the requirements for a return?

Returns must meet all of the following:

  • Requested within 90 days of purchase
  • Item must be new and unused
  • Original tags/labels must be attached

If these conditions are not met, the return may be denied.

3. What if my return is outside the 90-day window?

Returns outside 90 days are not eligible for standard processing.

However, support can still help troubleshoot:

  • Wrong item
  • Setup issues
  • Possible defect or warranty claim

4. Can I return a used or installed item?

No — items must be new and unused with original tags.

If the item is used, installed, or missing tags:

  • You may be redirected to a warranty or support path
  • Photos may be required for evaluation

5. Who pays for return shipping?

  • Return shipping is paid by the customer
  • A trackable shipping method is strongly recommended

6. What is an RMA and why do I need it?

An RMA (Return Merchandise Authorization):

  • Confirms your return is approved
  • Provides return instructions and address
  • Ensures proper tracking and processing

Returns without an RMA may not be processed.

7. How long does it take to get a refund?

  • Processing begins after the return is received and inspected
  • Allow at least 7 days for processing
  • Refund may take 1–2 billing cycles to appear on your statement

8. When will my exchange be shipped?

  • Exchanges are processed after return inspection
  • Once approved, replacement items are shipped with tracking

Defects, Damage & Warranty

9. What should I do if my item is defective or damaged?

Provide:

  • Order number or proof of purchase
  • Product name
  • Photos/video of the issue
  • Shipping address confirmation

Support will determine the best resolution:

  • Replacement
  • Parts
  • Exchange
  • Refund

10. What warranty coverage do you offer?

Warranty depends on product origin:

  • Made in USA:
    Lifetime coverage for manufacturer defects
  • Not made in USA:
    1-year “no questions asked” coverage

11. How do I start a warranty claim?

Submit:

  • Proof of purchase + date
  • Product name or SKU (or photo)
  • Photos/video of the issue

Support will confirm eligibility and next steps.

12. What if my product is outside warranty coverage?

If outside coverage:

  • Support may recommend replacement parts
  • Or suggest cost-effective workarounds

13. What is NOT covered under warranty?

For USA-made products, warranty does NOT cover:

  • Normal wear and tear
  • Impact damage
  • Modifications
  • Installation-related issues

14. How do I know if it’s shipping damage or a defect?

You may be asked to clarify:

  • Shipping damage: damaged packaging, visible impact
  • Product defect: issue with material, fit, or assembly

Photos of both the item and packaging help determine the correct path.

15. What happens after my replacement is approved?

  • Replacement item or part is shipped
  • Tracking is provided
  • The issue is resolved without requiring a return (in most cases)