Return Procedures:
All exchanges and returns are at the discretion
of Factory Express, Inc. and MUST
have a Return Merchandise Authorization (RMA)
Number. An RMA number must be obtained within
14 days of receipt of merchandise. Merchandise must
be undamaged and returned in new condition in it’s
original packaging. You may request an RMA number
by filling out the ”Exchanges
and Returns” form. Once you have submitted
your online form you will receive a confirmation number
via email for your RMA request (this is a receipt
for your RMA request, this is NOT your RMA number
and is not an approval to return your merchandise).
A Customer Service Representative will contact you
for any additional information that may be needed
and to assign your RMA number if approved for return
(number is valid for 14 days). Factory Express reserves
the right to determine applicability; custom and made
to order equipment or supplies may be excluded.
Returning Damaged Merchandise:
It is the customer’s/receiver’s responsibility
to note any damage or possible damage to the delivery
driver upon delivery. Damaged or missing items
must be reported to Factory Express within 48 hours
of receipt. DO NOT discard any packing until
you have determined the item is in acceptable condition
and does not need to be returned for any reason. It
is the responsibility of the shipper to file damage
claims with the carrier. It is the customer’s
responsibility to keep the package in the condition
it was received and have it available for the carrier
to pick up and inspect. Failure to do any of the above
may invalidate the claim or delay the claim process,
which in return can invalidate or delay the credit
process to your account. Defective merchandise is
dealt with based on the manufacturer’s warranty.
Shipping Procedures for Returns:
All items must be in their original box and packaging
and returned via insured, pre-paid freight to the
address specified by the Factory Express Customer
Service Representative. We suggest shipping with a
carrier that provides proof of delivery, as items
lost or damaged in transit cannot be credited back.
Your RMA number must be noted on the shipping label
so we can associate it with your account. Please do
not write the RMA number on the box, products
cannot be accepted if their original boxes are marked,
damaged or written on. Boxes without an RMA
number on the shipping label will
not be accepted and will be shipped back to the customer
collect. Shipping charges are nonrefundable.
Factory Express pays return shipping ONLY
for items shipped to you in error or received damaged.
Orders shipped to addresses outside the United States:
Orders shipped to addresses outside the Continental
United States may be assessed a tax or duty by the
country accepting the package(s). Taxes, duties
or brokerage fees are to be paid directly by the customer
and are not refundable under any circumstances. Please
check with your customs office to make sure you understand
all fees that may be assessed on your order.
Receiving Credit for your Return:
After your return has been received and inspected
a restocking fee of up to 20% of the original cost
of the item may be charged. Factory Express reserves
the right to determine the value of an item that has
been exchanged or returned. Credit will then be issued
in the form of store credit to your Factory Express
account (your account number is your Customer ID on
your invoice). Store credit can be used towards any
product sold by Factory Express and must be used within
12 months from the date credit was issued. |
