Customer Service

Many of your questions and/or concerns might be answered on the FAQ page below. If you could not find an answer to your question, please feel free to contact one of our customer service representatives at the coordinates below and we will be happy to assist you.


Claims & Returns

Restocking Fee: any merchandise returned without prior authorization is subject to a 15% restocking fee, which will be applied against the value of the returned products 

In-Transit Damages: any claims for merchandise damaged in transit and noticed upon receipt (IE: crushed boxes, water damage, etc.) must be submitted within 10 days of the receipt of the goods. Please ensure to note these damages on any transport company waybill or delivery receipt before signing the delivery document. Failure to do so may negate our ability to claim with the transport company. 

Short-Shipments: any claims for short-shipment must be submitted within five days of the receipt of goods. Please ensure to note these shortages on any transport company waybill or delivery receipt before signing the delivery document. As transport companies only allow a limited amount of time to claim for short-shipments, we must enforce a five day time period without exception.  

Concealed Damages: any claims for concealed damages must be submitted within 30 days of the receipt of the goods. These claims will be considered on an individual case-by-case basis.  

Seasonal Merchandise Defectives: on seasonal merchandise, any claims for defective electrical or mechanical items which are returned by your customers must be made within 15 days after the end of that season (IE: Easter May 1st, Halloween November 15th, Christmas January 15th) 

Seasonal Pre-Booking Cancellation Fee: a 15% cancellation fee will be applied on any seasonal pre-booking orders which are canceled.  

IMPORTANT: Please ensure that you could enter the number of cartons or pallets being delivered and indicate that count on your waybill when signing. To collect shipments, it is your responsibility to claim directly with the carrier.