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MERCHANDISE
RETURN AUTHORIZATION
What
is your return policy?
You may return most* undamaged non-discounted merchandise for a
full refund less shipping/handling fees and 50% re-stocking fee within 7
days of order receipt. *Absolutely no returns on image cds or bulk
discounted orders. All returns are subject to Customer Service
pre-approval. After 7 days, ALL SALES ARE FINAL!
RETURN
CONDITIONS
Non-defective returnable merchandise must meet the must meet the
following conditions to qualify for return acceptance.
- Merchandise must be in its original
minimum inner pack quantity, as shipped by us. Broken quantity inner
packs are not returnable
- Merchandise, merchandise packaging,
and inner pack must bear no markings or be otherwise defaced or
damaged
Following the issuance of a return
authorization, merchandise must be sent PREPAID within 7 days. If an
item is returned to us after 7 days, we reserve the right to keep the
item, and as per our return policy stated herein, a refund/credit cannot
be issued, and you will be notified of such. No Collect shipments will
be accepted. Returns without the proper return authorization number
printed on outside of carton will be refused.
Returns
which do not meet the conditions described in this return policy will be
returned and shipping cost of return will be charged.
ITEMS WITH
GUARANTEES OR WARRANTIES
If a purchased item includes a product guarantee or warranty, follow the
instructions on the guarantee or warranty for repair or replacement.
ITEMS DAMAGED DURING SHIPMENT
All merchandise damaged during shipment is covered by the shipper. If
you receive merchandise damaged during shipping, please contact our
Customer Services department within 30 days of the date of shipment of
your order, and your claim will be processed immediately. NOTE:
Established procedures by UPS, U.S.Parcel Post, and trucking lines, must
be complied with or they may deny your claim.
Q:
I received a package. Upon examination I found a broken ceramic vase.
Should I place a claim with the carrier or return it to GIFT SHELF?
A:
Please email Customer Support.
Q:
What procedure do I follow if I place a claim for a lost shipment and it
arrives soon after?
A:
Please notify GIFT SHELF immediately so we can close our files without
continuing unneccessary expenses for GIFT SHELF and the carrier.
Q:
My order has been lost. I need it now. Can't you just send a duplicate?
A:
UPS, Parcel Post, and trucking firms will not accept any responsibility
for hardships caused by lost shipments. We regret that we cannot assist
you in this manner. We suggest you place and pay for a duplicate order.
When the carrier validates your claim, we will credit your account or
send a refund check at your request.
WHAT
IF I HAVE A CLAIM?
GIFT SHELF makes every effort to see that your orders are shipped
correctly and that they reach you safely. Every order shipped from GIFT SHELF
is double-checked for accuracy. If a customer places a claim for a
shortage on an order, we take special care that it will not happen
again. The customer's file is flagged. Each order placed by a flagged
account must be double-checked by a supervisor before it is packed and
shipped. GIFT SHELF's quality control procedure is one of the most
stringent in the industry. In addition to retaining overseas inspectors,
each shipment is spot-checked on arrival. If excessive defects or a
problem is found, the entire shipment is individually inspected and
imperfects removed. Items are again randomly inspected on the order
filling line.
GIFT SHELF
seeks the best value which takes into account price as well as quality.
We believe we offer the best quality for the lowest possible price.
However, quality is subjective and viewed differently by each person.
What appears to be a flaw to one person may be viewed as a natural mark
of beauty to another. From time to time, claims may also arise because
spot-checking cannot assure that 100% of flawed merchandise is removed.
GIFT SHELF
uses styrofoam pellets as cushioning material when packing your order.
These pellets are much more costly than shredded newsprint which is
commonly used. The pellets do not compact, and therefore offer more
protection. They are much lighter than shredded paper thereby saving you
shipping costs.
Despite
all of these precautions, claims do arise. GIFT SHELF's adjustment and
return policy is truly very simple. We want to protect you and make you
feel comfortable — and make certain you get what you pay for. We have
established some requirements to make our policies and programs
workable.
CLAIMS
Claims
will fall under the following categories: (1) Lost order, (2) Damaged
merchandise, (3) Shortage on order, (4) Defective merchandise, (5) Wrong
item sent, (6) Manufacturer's Guarantee defect.
LOST
ORDERS
It doesn't happen often, but carriers such as UPS, truck lines and
Parcel Post do lose orders. If you have placed an order and have not
received it in a reasonable period, do the following:
-
Email
Customer support. Please include
the following information:
a.
Your name as it appears on your GIFT SHELF purchasing license.
b.
Your GIFT SHELF account number or username.
c.
A copy of the order submitted to GIFT SHELF and date mailed.
d.
Approximate dollar amount remitted and how the order was paid.
Personal check? Charge card? Money order?
e.
Your latest GIFT SHELF statement, if it shows the order in
question.
f.
If a partial order was delivered and the invoice is included in
one of the delivered cartons, please have this invoice available and a
list of the missing items. Advise the Adjustment Department of the
number of cartons received.
- GIFT SHELF
will check our computer to find the date your order was shipped and
the carrier used.
- GIFT SHELF
will initiate a tracer with the carrier. Normally a response is
received within 10 working days after the tracer is initiated. Most
carriers require a 10-day waiting period before they will accept a
tracer request. The U.S. Postal Service requires a 30-day waiting
period from date of shipment before they will accept a tracer. (90
days outside continental U.S.)
- GIFT SHELF
will notify you when we receive the result of the tracer. Results of
a tracer are generally one of the following:
.
The Carrier is unable to prove delivery. Therefore, credit has
been issued to your account, or we have reshipped your merchandise as
you requested.
a.
The Carrier will submit a photocopy of a delivery receipt which
will be forwarded to you. It will show the order was delivered in full,
and the signature of the person who received the order and the date it
was delivered.
b.
If, after receiving the photocopy, you find the signature is not
yours, a neighbor's or a customer of your family's return the photocopy to
GIFT SHELF's Adjustments Department together with a denial of signature
letter. We'll then file a denial of signature claim with the carrier.
This will require an additional 7 to 10 working days. We'll notify you
of the results.
c.
The Carrier may have returned the order to GIFT SHELF for the
following reasons:
i.
UPS made
three attempts at delivery to you and no one was home.
ii.
Your delivery address is a Post Office Box. UPS does not deliver
to a Post Office Box. They notify you, but if no response is made within
seven days, the package is returned to GIFT SHELF.
iii.
You have moved and your order was sent to your former address.
The package may have been retained by someone who signed for the package
at your old address, or the shipment was returned to GIFT SHELF.
DAMAGED
MERCHANDISE
Inspect each box for signs of damage such as crushed, torn, open,
unseamed tape, etc. If you do find outward damage, sign the receipt with
the words "Exception – Damage." For United Parcel Service
deliveries, contact GIFT SHELF's Customer Support Department and give the
invoice number or the shipment involved. Explain the damage involved,
number of cartons received and whether you desire a replacement or
credit to your account. This information will prepare us for a claim
report from the carrier.
Hidden
Damage by carrier:
If you should receive a shipment delivered by carrier that shows no
visible damage, but upon inspection you discover damage due to evident
rough handling, call GIFT SHELF within 30 days of invoice date and
report the damage. GIFT SHELF will issue credit or replacement at your
request.
If
your drop-ship customer reports damage:
Contact GIFT SHELF, giving us your drop-ship customer’s name and
address. GIFT SHELF will reship to your customer or credit your account.
Shortages
If you receive an order from GIFT SHELF and find it has not been filled
completely:
- Check
your invoice. If the item was out of stock, it was not charged to
your account. If the item does not appear on your invoice, be sure
to advise the Customer Support Department representative when you call
or write.
- Thoroughly
check the cartons and packing. Small items may be under the packing
material. Upon receipt, check the condition of the cartons. If there
is a shortage due to tampering, a claim must be placed with the
carrier. Follow the same procedure as if there is damage.
- If
there is no tampering and an actual shortage exists, contact GIFT SHELF's
Customer Support department. We'll need to know the invoice number,
number of cartons received, the missing item number, and whether you
prefer credit or a replacement.
- GIFT SHELF
will investigate the shortage. When the item is confirmed as not
shipped, it will be shipped or credit will be issued to your
account, whichever you prefer.
- If
reweighing your shipment or other checking procedures indicates all
items were shipped, we will advise you.
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