 RETURN POLICY - CANCELLATION POLICY - Damaged Items Policy
Can I return my order?
Yes of course... if policies below are followed, due to the manufacturer / distributors policies that we must adhere to, to return your item...
Since we are an Online Catalog Company and most items are drop shipped directly to you by the manufacturer/distributor who have stringent rules as how items must be returned to their warehouse... we must adhere to our time line to be able to receive return credits and refund your money
Please read our Company policy carefully- so we can exchange or refund your money as efficiently as possible to you depending on reason, condition, time of return, etc.
All Returns must be shipped to STM, LLC to receive credit
DO NOT ship to the Manufacturer/Distributor !
Do not contact the Manufacturer/Distributor - they will ignore non-commercial calls!
RE: Return / Refund Policy for Non-Perishables Items
This letter defines Company Credit Policies for returning / canceling an order on non-perishable item(s) ONLY ordered through steps-to-memories.com / STM, llc
CREDIT is issued for Authorized Returns Only with RMA #XXX- NO EXCEPTIONS!
* Notify Customer Service within 2 days of receipt of package(s) to issue a control number "RMA"
* Return of your ITEM(s) must be postmarked within 4 business days of the issue of an "RMA" number. If your order is not postmarked within this period, it will be accepted and considered as an unauthorized return, with a 75% restocking fee. The remainder of credit will be issued as a refund
* Unauthorized returns– are charged a 75% restocking fee with remainder issued as refund
* The control number needs to be written on the outside of the returned package in bold, preferably by Magic
* We recommend insuring the return package as any damages, etc are the buyer's responsibility, not STM's
NO EXCEPTIONS to above listing!
* All shipping costs are the customer’s responsibility. No credit is given on original shipping costs.
Properly marked return shipping label and return shipping cost are buyer's responsibility
You can return item(s) the cheapest way-for example:USPS parcel post, 1st Class Mail or Ground Carrier - if it is a light package up to 2bs or can fit in Priority Flat rate box - USPS is usually the cheapest
* Exception to above list - incorrect item(s) received
CREDIT % will be issued for the following reasons:
- Return of non-perishable item(s) with “RMA “ number issued
**client will be charged 25%restocking fee IF* item(s) is returned in original condition
** client will be charged 25%restocking fee plus $3.00 for dye kit sent separately for dyeable shoe order - NO Exceptions - shoe dye kits are non-returnable
**client will be charged 70%restocking fee IF * item(s) is not returned in same condition as received
** All tags and labels must be attached and repackaged as received - No signs of wear: lipstick, makeup, perfume, wear marks, watermarks, etc. or item will be refused or processed as an ‘Unauthorized’ Return *
All apparel is NON-returnable - NO exceptions
**client will be charged 40%restocking fee IF * RMA is requested by Buyer more than 48 hours after receipt of package
** request for RMA after 10 business days will be considered an UNauthorized return and charged 75%restocking fee
- EXCHANGE ITEM(s) Return of item(s) with “RMA” number issued - NO restocking fee if in original condition
- Changing the order – within approved timeline - NO restocking fee
- Order DELIVERED to your address by CARRIER- BUT not picked up by customer after 3 attempts is TREATED as an UNauthorized return and will be charged shipping costs plus 50% restocking fee when returned to original shipping location by Carrier -because STM is charged for shipment & return to manufacturer
- Unauthorized returns are charged a75% restocking fee, with the remainder issued as a refund
NO Exceptions
* Notify Customer Service within 2 days of receipt of package(s) to issue a control number "RMA"
* The control number needs to be written on the outside of the returned package in bold, preferably by Magic Marker for our Shipping Department to accept the return
* No Exchanges will be accepted without a control number - NO Exceptions
* We recommend insuring the return package as any damages, etc are the buyer's responsibility, not STM's
No Exceptions
Drop Ship orders – with proof of error that the wrong item(s) was received, but kept the item(s) needed anyway. The difference in value between product(s) ordered and product(s) received will be issued a Refund to correct the mistake made by shipper
If returning incorrect Drop shipped item – it must be returned to STM, LLC - NOT the Manufacturer!
RE: Return / Refund Policy for SEASONAL / Perishables Items
This letter defines Company Credit Policies for returning / canceling an order on Seasonal /Perishable item(s) ONLY ordered through steps-to-memories.com / STM, llc
1. No returns accepted. no Exceptions
2. Orders delivered 'late' because of 'ACTS of GOD' ? weather delays, floods, tornadoes, etc. are Non- refundable. No Exceptions. We have no control over any natural 'Act of God' that causes Carriers to delay shipment delivery. Safety of human life is more important than any item we sell... I would hope we do not have to explain any further... we fulfilled our obligation to ship an order.
********************************************************************************************************************************************
Cancelled Order Policy
1. Any orders cancelled within 24 hours of placing your order will be charged 'A CANCELLATION FEE" of 5% of total ORDER
2. Orders cancelled 2-19 days or less and prior to order Shipping /Need date will pay a 20% restocking fee
3. Orders cancelled while in route to buyer's destination will pay 50% restocking fee and all shipping costs when package returned -- This is considered an UNauthorized return - NO Exceptions
all shipping costs are the responsibilty of the buyer -
Only Exception - package delivered after "NEED DATE' due to Carrier mistake, weather, STM,llc/Vender problems-package should be 'Refused, it will be returned at no expense to buyer - Only if 'NEED DATE' was stated on buyer's original order/invoice
4. Cancelling an International order:
a) changing 'need date' once an order has been placed and causes STM not to be able to fill the order in time of the 'need date' will be charged a 25%restocking fee. No Exceptions
c) Orders cancelled while in route to buyer's destination will pay 50% restocking fee and all shipping costs when package returned -- This is considered an UNauthorized return - NO Exceptions
all shipping costs are the responsibilty of the buyer
b) International orders placed and cannot be completed by need date on original order will NOT be charged restocking fees
5. Exceptions
a) "Special ordered" items cannot be cancelled- example: dresses, tuxedoes, dyed items, etc. NO Exceptions
b) "Seasonal items"- Themed Christmas, Halloween, New Year, Valentine, St Pat's, Easter, Mardi Gras, Thanksgiving/Fall, Fresh Evergreens... NO Exceptions
c) NO Cancellation of New Gown / Dress / Tuxedo / Special Orders will be accepted once merchandise is ordered from supplier...NO Exceptions
NOTE:
All cancellations must be done in writing to:
a) Mail: 675 CITY PARK AVE, Fort Collins, CO 80521– attn: Purchasing
b) FAX: 720-548-9011 - The Cancellation date used to determine refund amount will be the date of your fax or stamp date of letter / email
c) E-mail cancellation is not recommended - If you cancel via email, the official cancellation date will be the date your email is opened & printed by steps-to-memories, LLC - not necessarily the date you emailed. As emails get caught up in ‘spam’ or not delivered - they cannot be guaranteed to being received as an official cancellation
Orders cancelled due to manufacturer discontinued items or them not being able to ship in time will receive full refund
************************************************************************************
Receipt of Damaged Item(s) Policy
CREDIT is issued for Authorized Damaged items Only with RMA # & Inspection by Commercial Carrier at your address.They will refund us IF correct Claim procedure is followed for refunds - NO EXCEPTIONS!
If their Claim procedure is not followed, there is no refund to pass onto to you - Our responsibility of the item is complete once handed to the Carrier - we will help you file a claim to receive a refund for damaged items
* Notify Customer Service within 2 days of receipt of package(s) to issue a control number "RMA" if it is a partial breakage - sometimes it is easier for us to file for you... 2 requirements for partial breakage
a) picture of damaged item emailed/faxed to Customer Service
b) you must keep item as received until Carrier releases claim
* if Return of your items must be returned to us as per Carrier's Instructions, package must be postmarked
within 4 business days of the issue of Carrier's "RMA" number - NO EXCEPTIONS
************************************************************************************************
Refund Procedure:
Cancelled / Refunded orders will be credited in a minimum of 30 days after cancellation – some credit card refunds take 2 -3 cycles to appear on your statement
** Prices are subject to change without notice as per Manufacturer/Distributor specs.
STM 0306-032609
|
