We will gladly exchange any defective merchandise within 30 days of the sale date, except as noted below. We will pay shipping costs to exchange the item(s). There is no restocking fee for defective products returned in exchange for the exact same product.
For any exchange or refund, we need the original receipt or a record of the purchase in our system, and the product must be in its original condition, including the box, UPC bar code, packaging and all accessories.
Books and other printed material will be accepted for return or exchange if received in an unused, resalable condition within 30 days of the sale date. You will be responsible for all shipping costs to exchange or return non-defective merchandise.
Opened software, music, audio and video programs, and other media merchandise may only be exchanged in the event of defect, within 30 days of the sale date in the original factory box, and will be replaced with the same title and format only. Electronic equipment and other technological merchandise may only be exchanged in the event of defect, within 14 days of the sale date in the original factory box, and will be replaced with the same item only.
Non-Returnable Items
Charges for installation and delivery services are nonrefundable after the services have been performed. Restocking fees may apply to the return of some merchandise.
Certain customized or special order items, such as custom-built tables, may not be refundable or exchangeable except in the case of defects.
While we stand behind the quality of our software, music, audio and video programs, and other media merchandise, we are unable to accept returns or exchanges for these items, except in the event of defects. We are also unable to accept returns or exchanges of books and other materials which are sold sealed in wrapping or boxes that have been opened, except in the event of defects.
Return/Exchange Procedure
You may return or exchange items by mail or in person at one of our retail stores or main offices.
In-Store Returns
Here are some benefits of returning your purchase in-person at our store:
- Fast — We will process your return when you arrive at the store.
- No Shipping Charges — You can avoid having to prepare your product for shipping, locating the nearest UPS or FedEx drop-off site and avoid paying return shipping charges.
- Questions? We have knowledgeable, trained assistance staff to answer your questions.
- If you'd like to exchange your purchase, we have many items to choose from and our sales associates can make sure you get the product that's right for you.
Mail Returns/Exchanges
You may return any merchandise purchased via mail provided that the return meets the guidelines described below.
Before returning anything by mail to us, you first must obtain a Return Merchandise Authorization ("RMA"). Any returns mailed to us without a pre-approved RMA may be refused without notice, automatically returned and a handling fee may be assessed. An RMA is valid for 10 days.
You will be responsible for all shipping and insurance charges for returns, unless otherwise indicated. If you choose not to insure your package, and we do not accept return of the product, you will be responsible for any loss or damage.
Upon our acceptance of the merchandise in like new condition in conformity with this policy, the replacement prodcut will be mailed to you or the purchase price will be refunded by check or credit to credit card. For returns of merchandise purchased with a gift certificate or other voucher, we will refund the balance due to you back to a new gift certificate or voucher. Allow 14 days (not including delivery time for mail refunds) from when we accept your returned product for the processing of your credit or exchange. Additional charges may be assessed for products returned with any missing items, such as manuals and accessories.
For products that we verify to be defective, we will reimburse you for your shipping costs and pay for shipping of the replacement product to you.
Cancellation of Pending Orders
Orders made in our online store, by telephone or email, or otherwise made in such a way that requires shipping or other fulfillment after the time of sale, may be cancelled according to the following terms:
If the order is a normal, non-special order of regular merchandise, it is eligible for cancellation before the order has been shipped (meaning that the package(s) of the order has been picked up by the shipping carrier or fulfillment service, the shipment has been initiated and/or scheduled with the shipping carrier, or fulfillment services or agencies for the package have begun fulfillment services). Cancellation must be made in the form of an email sent to our orders department, either directly or via our Contact Us form.
Some items may be able to be cancelled, at our discretion, after they have already been shipped. However, shipping costs may not be refunded, and any additional shipping and receiving costs may be deducted from your refund. You will be responsible for any shipping costs incurred to return the package to us as well. Restocking fees may apply.
Special orders (either pre-paid or due upon receipt) — such as custom-made equipment and other items, support products, print-on-demand, build-on-demand, etc. — cannot be cancelled after the special order or manufacture process has been initiated by us. Services cannot be "cancelled" once they have been provided or have begun to be provided.
Refund Process
Refunds for returned items will be issued by check or credit to credit card (which may take several days, depending on your credit card provider). In-store refunds of small amounts may be issued in cash directly to customers, at our discretion. Refunds on merchandise paid for by check will not be issued until all checks paid have cleared in our accounts.
