 RETURN POLICY - CANCELLATION 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.
Please Read Cancellation Policy below to allow for correct procedures of Manufacturers/ Distributors Cancellation Policies to be followed
Thank you in advance
All that's good
Staff - STM, LLC
Return to:
675 City Park Ave., Fort Collins, CO 80521
970-301-9723 Fax 720-548-9011 / customerservice@steps-to-memories.com
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, LLC, STM,LLC
CREDIT is issued for Authorized Returns Only with RMA #- NO EXCEPTIONS!
* Notify Customer Service within 2 days of receipt of package(s) to issue a control number "RMA"
* Return of your non-perishables must be postmarked within 4 business days of the issue of an "RMA" number - NO EXCEPTIONS
* All shipping costs are the customer’s responsibility. No credit is given on shipping costs.
You can return item(s) the cheapest way-for example:USPS parcel post, 1st Class Mail or Ground Carrier - if a light package up to 2bs or can fit in Priority Flat rate box - USPS is the cheapest
* Exception being 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 charged25% 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 ie: shoes worn or damaged, lipstick/make-up on item, pieces broken or missing,etc.
**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 by CARRIER - BUT not picked up by customer after 3 attempts is TREATED as an UNauthorized return and wil 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 a 75% restocking fee, with the remainder issued as a refund
NO Exceptions
*1 – 3 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
Properly marked return shipping label and return shipping cost are buyer's responsibility
* 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
Return of your non-perishables 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. NO Exceptions
All Returns must be shipped to steps-to-memories.com, LLC to receive credit
DO NOT ship to the Manufacturer/Distributor
Ship TO:
675 City Park Ave
Fort Collins ,CO 80521
Unauthorized returns – are charged a 75% restocking fee with remainder issued as refund - 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!
All Returns must be shipped to steps-to-memories.com, LLC to receive credit
DO NOT ship to the Manufacturer/Distributor !
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Read full policy below for Cancelled Orders of Non-Perishables
1. Non- Perishables: Orders cancelled within 20 or more calendar days before “shipping date” will receive full refund.
2. Orders cancelled 19 days or less and prior to order shipping date will pay a 20% restocking fee
3. Orders cancelled while in route to buyer's destination will pay 75% restocking fee and all shipping costs
This is considered an UNauthorized return - NO Exceptions
4. Orders refused and returned to STM,llc will be handled as an UNauthorized order and charged 75% restocking fee - all shipping costs are the responsibilty of the buyer -
Only Exception being package delivered after "NEED DATE' if date stated on original order
4. 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 Gra, Thanksgiving/Fall
NO Exceptions
NOTE:
All cancellations must be done in writing to:
a) Mail: PO Box 1413, Fort Collins, CO 80522 – attn: Purchasing Department
b) FAX: 720-548-9011 - Cancellation date used to determine refund amount will be the date of your fax or stamp date of letter
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
NO Cancellation of New Gown / Dress / Tuxedo / Special Orders will be accepted once merchandise is ordered from supplier. NO Exceptions.
Orders cancelled due to manufacturer discontinued items or them not being able to ship in time will receive full refund
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
STM 03/06/415/08
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