1) How do I return a defective product for replacement?
We want you to be happy so we try to make this as painless as possible. The first step is to call 1-800-679-9670
to get some help and/or to confirm that the product is indeed defective. If it is, you'll be given an RMA number and instructions on how to ship it back to us. Please make sure that all parts are rewrapped and protected in the box. A refund or exchange will be sent when the original product is received. Please let us know if you need expedited service.
General Frequently Asked Questions List
2) How do I get my replacement fast?
Our general policy is send out replacements only after we have received the defective product. We then ship the product regular ground. If you need the product quickly, you may purchase the new product, have it sent, and then we will credit your account once the original product is received and inspected.
General Frequently Asked Questions List
3) How do I return a product for a refund?
Please call and talk to a service representative for return authorization. (1-800-679-9670
) If the product is unopened and undamaged, you can simply send it back by common carrier, or for a fee, we can issue a call tag and the carrier will come pick it up for you.
All products are inspected before a refund is issued. Damaged will be assessed and deducted from the refund. Damage caused by return shipments are the responsibility of the customer and not Easels Direct. Please insure return shipments.
General Frequently Asked Questions List
4) Is there a restocking fee on my return?
There is no restocking fee if we are notified within 5 working days. After that we will apply a restocking fee based on the number of days until the return. All returns will be inspected for damage and will be deducted from the refund.
General Frequently Asked Questions List
5) Why were my shipping charge not refunded?
Shipping for returns and exchanges is nonrefundable. Shipping is part of the transaction, not the product. Only the product is returned so only the product price is refunded.
General Frequently Asked Questions List
6) When can I expect my refund?
Refund or credit takes 1-7 business days to process. Keep in mind that the time in which a refund is issued also depends on how soon we receive the returned product and how long it takes for us to confirm and process the request.
General Frequently Asked Questions List
7) Something is missing in my order
Thoroughly check the entire package and box. Kits are sometimes attached to packing materials and occasionally overlooked. If you can't find something, call our customer service number 1-800-679-9670
, and let us know what you're missing.
General Frequently Asked Questions List
8) Something is damaged during shipping
Always inspect a package as soon as it arrives. If the delivery driver is still present, have him note the damage. This will make it easy to process a claim with the shipping company. Call us and let us know about the damage so we can file a claim with the shipper and get your product replaced. You will be given instructions on the phone about how to return the damaged product.
Note: You must file this report within 5 business days after receiving the order.
General Frequently Asked Questions List
9) What I received is different from what I ordered
Please call customer service at 1-800-679-9670
and let us know what you're missing. If we made a mistake, we'll fix it immediately.
General Frequently Asked Questions List
10) You may have charged my order twice
We keep an online log sheet for all credit card charges. Our online transaction software does not allow charges to the same credit card twice. If such charges are confirmed, we will issue a credit quickly. Please call us before you call your credit card company. If there is an incorrect charge, we will help rectify it immediately.
General Frequently Asked Questions List
11) My package arrived one day after the estimated date, may I get my shipping refunded?
No. UPS and FedEx do not guarantee ground shipping to residential addresses. Some air shipments are guaranteed but it is extremely difficult to get a refund for late delivery. Shipping refunds for late air shipments will be decided on a case by case basis.
General Frequently Asked Questions List
12) I canceled my order, but it was still shipped
Once you hit the buy button an order is created. You must call to cancel an order. If the package has already been sent, you will be given instructions on how to proceed.
General Frequently Asked Questions List
13) What's the status of my order?
Most orders are processed and shipped within 1-2 business days. Out-of-stock items ship in 1-3 weeks. You can use the UPS in-transit map to help determine when a package will arrive. When your package is shipped, you'll receive an e-mail from UPS with your tracking number. You can then come back to this site and track you package.
General Frequently Asked Questions List
14) I called your office but no one answered
Our business hours are Monday through Friday from 8:00 am to 5:00 pm, Mountain Standard Time. No one will answer phone calls out side business hours. We try to answer all calls, but occasionally you will get the answering machine or answering service. Please leave a message and we'll respond as soon as possible. If your question isn't immediate, send us an e-mail and someone will usually respond in a few hours. Our office is closed during most national holidays.
If you have a question, please see if you can find an answer online at our web site first. 95% of the questions asked through telephone and email already have an answer at our web site.
General Frequently Asked Questions List
15) I sent an email twice but received no reply
E-mails will be answered only during business hours. Our normal e-mail response time is 2-24 business hours. During peak time such as Monday, response to emails may be delayed.
If you have a question, please see if you can find an answer online at our Web site first. You may find the answer on our FAQ pages.
General Frequently Asked Questions List |
