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  • Customer Care Center: Returns & Warranties

    Customer Care Center: Returns & Warranties

    Returning a Standard Item

     Here are the basic steps:

    • If you wish to return items you can email, or call us at 801-518-5328 to request a return authorization (RA) number. Please make sure you obtain a return authorization number prior to sending an order back for refund or exchange as we can only accept returned packages that have an RA# written clearly on the outside of the package.  Please call or email us for more information or special customer service issues.
    • We do not accept returns on international orders. 
    • You must return the item within 30 days of receipt of the item. 
    • Pack the item securely in the original package.
    • Enclose a copy of the Receipt & Packing Slip with the item. Be sure to keep a copy of the packing list for your records. If you cannot send your packing list, please include your order number, billing name, and address with the item.
    • All products must be returned in NEW condition, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure full credit. 
    • All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries. For your protection, we recommend that you use UPS or Insured Parcel Post for your return. Unless your packing slip directs you to ship an item to a different address (and if so, follow such directions), ship the return package to:
    Returns Department
    8623 Wooded Glen Rd
    Louisville, KY 40220

    • Keep the Return Tracking Number from the package you are returning to insure that the package is returned to the warehouse. 
    • Upon receipt of the returned merchandise (and appropriate tags, receipts), we will credit the account originally charged within 1 credit card billing cycle from receipt of the return. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.
    • The restocking fee for direct-shipped standard item(s) is 25% of the item total. Any direct-shipped order that exceeds a return value of $1000 can have a restocking fee up to 50%.

    Our Standard Return policies do not apply to all items. For a list of exceptions to our Standard Return policies and instructions on how to return these particular items; please read our Return Exceptions policy.