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Shipping & Returns

Returns / Refunds Quick Overview

 

No-Hassle Returns

On all Returnable Items, the full cost of the merchandise will be refunded if the item is returned in unopened/like new condition, within the designated period and with a return authorization. Shipping costs are non-refundable unless your return is due to defective merchandise or an error on our part. Products may be returned within 30 days of shipment for a full credit or exchange (if the product is unopened) on Returnable items. See “Non-Refundable Items” for more info about Special Order Items. Returned items must be in the original packaging. Returns requested after 30 day of receipt will not be accepted.

 

Using the Online Return Process

Log in to your account, view your Purchase History, and click the order number you would like to create a return for. After the Order Summary page has loaded, click the “Request A Return” button on the righthand side. Complete required fields, and click “Submit Request” We’ll email you a printable shipping label and a return authorization (RMA) form right away. The return will be noted in your account so you can track it.

 

Non-Refundable Items

Sometimes products may be non-refundable. Non-refundable products are still completely covered against shipment damages, as long as they are noted in accordance with our policy. For more information on how we define Non-Refundable items, and our full policy, please scroll down to the "Non-Cancelable / Non-Returnable Products" section below.

 

You can obtain an RMA by clicking here.

 

Return Procedure

Use our Online Return Process to create a return.

Your Return Request will be acknowledged by email, and the authorization, if approved, will emailed shortly after. All documentation MUST be included in the return package.

Pack the item(s) securely in the original product packaging.

Include all paperwork, parts, and accessories.

All returned items must be brand new, unused and in their original packaging.

Do not write on or place shipping labels directly on manufacturer packaging.

Returned items will be inspected upon arrival.

Send the return package to the address listed on your Return Form.

The return package can be sent using the carrier of your choice. Keep the tracking number to monitor delivery status.

You can expect a refund in the same form of payment originally used for the purchase within 4–5 business days of our receipt of the returned items.

 

 

Full Return Policy

 

Returns and exchanges must include a Return Merchandise Authorization (RMA) Form. 

We make every effort to reply to all return requests on the same business day. Please note - if an item is returned without authorization, or contrary to the instructions provided, it may be refused or charged a minimum restocking fee of 25%. Please inspect all items upon arrival and notify us of any discrepancies within 1-2 business days. This includes shortages and overages. If your item is defective, over-sized, or non-cancellable/non-returnable, please see the appropriate section below. The full cost of the merchandise will be refunded if the item is returned in unopened/like new condition, within the designated period and with a return authorization. Shipping costs are non-refundable unless your return is due to defective merchandise or an error on our part.

 

How Long Do I Have to Make a Return?

 

You can return or exchange an item for 30 days from receipt of package. 

Please note - a Return Merchandise Authorization (RMA) is required. 

 

Return authorizations are valid for 30 days. If return shipment is not initiated within 30 days, the return authorization becomes void, at which point it will be automatically closed in our system. DO NOT return items outside of this return window, we will make our best effort to refuse the package and if it is accepted at the warehouse, you will be notified and will be responsible for the cost to ship the package back to you. Returns must be shipped via traceable carrier, and tracking information provided to factorypt.com.

 

Restocking fees

Returns requested outside of our standard return period or for Special Order Items will incur a restocking fee of no less than 25% and may be declined.

 

Once your return has been processed, you will be provided with an RMA number. Please write both the RMA number and your original order number on the outside of your return package. Do not write on the manufacturer’s packaging, as this may result in a restocking fee. Please ship the package pre-paid to the address provided. It is recommended to insure your item for its full value. factorypt.com is not responsible for lost or damaged merchandise. If your return is lost or damaged in transit, you would be responsible for filing any claims directly with your shipping carrier.

 

Over-sized Item Return Policy

Packages are considered heavy or oversized by meeting either of the following:

   • Over 130" combined in length and girth

   • Over 50 pounds

 

Oversized or heavy packages may be subject to no less than 25% and up to 50% restocking fee based upon the size and weight. Additionally, you will be responsible for the original shipping fees and return shipping fees if we receive an over-sized item returned for any of the following reasons:

   1. Delivery is refused without inspection

   2. Delivery appointment is missed

   3. A non-defective or undamaged product is returned

 

When returning an over-sized product, you authorize factorypt.com to assess additional fees as necessary, including the deduction of original and return shipping costs from a refund.

 

Non-Cancelable / Non-Returnable Products

The following items may be non-cancelable/non-returnable:

   1. Special Order items, defined as products outside the realm of normal existing stock and/or items that include: any modifications specified by the customer, product sourced outside of our standard supply chain, or products that are made to order by the manufacturer. Items also become Special Order when the line total is over $1000, or a greater than usual amount is placed on order (ie. When 1000 pieces of a $5.00 part are ordered)

   2. Items that require HAZMAT shipping

   3. Accessories, defined as but is not limited to: books, carrying cases, batteries, fuses, replacement bulbs, software, DVD's and/or other consumable items.

Over-sized and select additional items may also be non-cancelable/non-returnable. Please consult the product page and/or your product specialist for details.

 

Return Shipping

If you have ordered the wrong product or no longer want a product you ordered, you will be responsible for the return shipping cost. Returns created because we mistakenly shipped you the wrong item and/or the item is damaged or defected, qualify for free return shipping up to 30 days after the item was received. Please see the return policy for your specific return for more detailed information.

 

Return Policy for:

Non-Returnable Items

A small number of items that we sell are labeled as "Non-Returnable". These special order items are not eligible for our standard return policy described on this page. We do not accept returns or cancellations on these items once the order is placed. However, the manufacturer's warranty still applies to these items. All non-refundable products are boldly noted on the item page as “Special Order” or “Non-Cancelable”. If you order a non-refundable product, it will also be stated on the emailed order confirmation. Non-refundable products are still completely covered against shipment damages, as long as they are noted in accordance with our policy. If you require assistance with a Non-Returnable Item, please contact our customer service team.

 

Ordered the Wrong Products

If you have ordered the wrong product or no longer want a product you ordered, you will be responsible for the return shipping cost. Please use our Online Return Process to create and print your Return Form. The products must be returned in new and unused condition in the original packaging. The Return Form must be included in the box. The customer is responsible for all shipping charges associated with the return or exchange. There will be no restocking fee if you return the item within 30 days of receipt. We don't offer exchanges, but we would be happy to assist you in locating the correct item if you did make an incorrect purchase, if you need assistance please email or call our Customer Service Team.

 

Received Defective Products

factorypt.com must be notified of defective products within 5 business days of receipt. Please use our Online Return Process to create and print your Return Form. Be sure to include all pages of the Return Form. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not place a new order, we will ship your new items after we receive your return. factorypt.com will pay the shipping cost associated with the replacement.

 

Received a Damaged Package

If you receive damaged items, you must notify factorypt.com within 1-2 business days of receipt. Please use our Online Return Process to request your Return Form. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not place a new order, we will ship your replacement items after we receive your return. All returned products must be unused and in the original packaging. The Return Form must be included in the box.

 

Received Incorrect Products (Not What You Ordered)

It is rare that factorypt.com sends out the wrong products, as we double check every order. However, if you receive an incorrect product, you must notify factorypt.com within 1-2 business days of delivery by using our Online Return Process to create and print your Return Form. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not place a new order, we will ship your replacement items after we receive your return. All products must be returned in new and unused condition in the original packaging. The Return Form must be included in the box.

 

Freight Packages — Please Inspect Upon Delivery

Please inspect all freight packages carefully before signing for them. If a package looks damaged in any way because of the shipping process, please do not sign for it. Refuse delivery and contact a factorypt.com customer service representative immediately with a description of the damage. We will contact the freight company and begin a claim so that we can send a new product to you right away. If you are unsure whether the shipment looks damaged or not, please inspect it further and open it in front of the driver before signing that it has been received. It is your right as a customer to 15 minutes of the driver's time to fully inspect any freight packages. If you notice concealed damages after the driver has left, you must notify factorypt.com within 24 hours of receipt. Note: if you would like a lift gate, there is an extra fee.

 

All Other Returns

All returns that don't fit into one of these categories are eligible for return within 30 days of receipt of the product. There will be no restocking fee if your return is set up within 30 days of receiving the product. After 30 days, no return will be accepted unless stated in writing by factorypt.com. Please use our Online Return Process to create and print your Return Form. All items must be returned in their original packaging and your Return Form must be included in the box.

 

 

Changing Your Order Before It Has Shipped

We can make changes to orders that have not yet been shipped if you contact us immediately after placing the order; please be prepared with your order number. At factorypt.com, we work hard to ship orders as quickly as possible, and your order could ship within a few hours of being placed. Unfortunately, we are usually unable to make any changes to an order once it has dropped into “pick” status in our warehouse.

 

Cancellations

Orders can only be cancelled before they have shipped. If you wish to cancel an order that has already shipped, you will need to set up a return and send the material back with a Return Form. You can set up your return and create your Return Form by using our online return tool. The customer is responsible for the initial shipping charges for the order and the shipping charges associated with the return.

Orders for Non-Refundable products cannot be cancelled for any reason. This includes lead times. We do our best to accommodate your request, however in most circumstances this is typically the manufacturers policy as well for our purchase with them.