Quick Reference
Return Window
30 Days
Refund Guarantee
Full Refund
Processing Time
5-7 Days
Defective Items
Free Returns
30-Day Return Window
Full Refund Guarantee: We offer complete refunds on the purchase price for items returned within 30 days of delivery.
Eligibility Requirements
- Time Frame: Return requests must be submitted within 30 days of your original delivery date.
- Condition: Items must be unused, undamaged, and in their original packaging/bundle configuration.
- Pallet Restrictions: Pallets cannot be returned if contaminated, treated, or previously used in a facility.
Return Costs
How Much Do Returns Cost?
Defective/Damaged Items
FREE
Non-Defective Returns
Customer Paid
Return Shipping Details
- Defective Items: Free return shipping for items that arrived defective or damaged by the carrier.
- Non-Defective Returns: For items returned in satisfactory condition, customers cover return shipping costs.
- Return Authorization Required: All returns must be authorized before shipping. Unauthorized returns may not be accepted.
What Is Not Eligible for Return?
| Item Type | Eligibility | Reason |
|---|---|---|
| Items After 30 Days | Not Eligible | Outside return window |
| Custom/Special-Order Pallets | Not Eligible | Made-to-order specifications |
| Used or Damaged Items | Not Eligible | Customer misuse or damage |
| Heat-Treated Pallets (Non-Compliant) | Not Eligible | Lost ISPM-15 compliance |
| Contaminated Pallets | Not Eligible | Safety and quality standards |
Important: To maintain safety and quality standards, items that fall into these categories cannot be returned regardless of timing.
Refund Processing Timeline
5-7 Business Days: Once your returned item is received and inspected, approved refunds are initiated within 5-7 business days.
After Refund is Processed
- Financial institutions require additional processing time to post funds to your account.
- Bank transfers typically take 2-5 additional business days.
- Credit card refunds may take 1-3 billing cycles.
- You will receive a refund confirmation email with transaction details.
Easy 4-Step Return Process
We want to make returning an item simple for your operations team. Follow these steps to start your return:
- Contact Us: Notify us via phone or email with your Order Number and reason for return. Provide a brief description of the issue.
- Receive Authorization: We will issue a Return Authorization (RA) number and provide detailed return shipping instructions via email.
- Ship Back: Pack items securely in their original packaging. Include the RA number prominently on all packages. Ship to the address provided in your authorization email.
- Inspection & Refund: Once received and verified, we process your refund immediately. You'll receive a confirmation email with refund details.
Damaged or Incorrect Shipments
If your pallets arrived damaged or incorrect, we handle replacements and refunds at no cost to you. Follow these steps:
- Preserve Evidence: Do not discard packaging or packing materials. Keep all boxes and protective materials intact.
- Document Damage: Take clear photographs of the exterior box, shipping label, and the damaged pallet(s).
- Notify Immediately: Contact us within 24 hours of delivery with photos and a description of the damage.
- We Handle the Rest: We work directly with the carrier to process a replacement shipment or full refund at no additional cost.
Zero-Cost Resolution: Damaged or incorrect items are replaced or refunded in full with free return shipping.
Have Questions About Returns?
Phone
+1 (470) 792-9127
Business Hours
Monday – Friday, 8:00 AM – 5:00 PM EST