**All returns must be authorized by a CraftDirect.com representative. Please contact customer service to set up a return. You will receive a completed RGA form that you MUST include in your return to receive credit.**
Items Eligible for Returns
- Items that are being returned within 30 days of receipt, unused, and in resalable condition, complete with original packaging
- Items that were not shipped correctly
- Any defective items
- Items that were ordered in error by the customer
- Items received not as described
The product must arrive at CraftDirect.com in a resalable condition. Please note that if the return is not in its original packaging, there will be a 15% restocking fee applied to the return. No defects or damages to the product or packaging should be present to obtain a full credit (less shipping and restocking fees). Return shipping costs are not covered by CraftDirect.com, and CraftDirect.com is not responsible for any damages that occur during return shipping. Special order items are NOT returnable, and shipping charges are non-refundable. NO EXCEPTIONS! Any items returned after 30 days of return authorization issuance will be refused. Return authorization must be made within 30 days of customer receipt. All unauthorized returns are subject to a 15% restocking fee at the sole discretion of CraftDirect.com. Exchanges are permitted within 30 days of receipt of order; however, new shipping charges will apply on product "trades" (i.e., items ordered at the customer's error with a request later for a return and a replacement with a new product).
- Defective and Damaged items will only be exchanged for the same product or in-store credit.
- Items sent at CraftDirect’s error will be returned at CraftDirect’s expense.
- Items lost or damaged in shipping will be resent at CraftDirect’s expense.
- Credit for damaged or defective items will not be given until the item has been returned and inspected
- Defective items will be replaced at no additional charge
Damages received during shipping must be notified to CraftDirect.com within 14 days of package receipt. After this time frame, CraftDirect.com will not be held responsible for damages not reported to CraftDirect.com or the shipping company. Return authorizations for defective or damaged products seeking a replacement will not require payment. However, if the defective or damaged product is not returned within 30 days from the issuance of the return authorization, payment will be taken for the replacement product. You may also be required to provide pictures or other necessary documentation in order to receive a refund or replacement. Any defective product not returned back to CraftDirect.com within 30 days from return authorization issuance will not receive any credit. Any defective product returned under the manufactures warranty is only subject to a replacement, not a refund.
All items shipped via package service (i.e., UPS, FedEx, USPS, etc.) that have been damaged in transit must be refused at delivery or a claim filed within 14 days of receipt from delivery. Please open and inspect all packages upon delivery to identify any damages immediately. No claims can be made without this information and CraftDirect.com will not be held responsible for any discrepancies not specified with CraftDirect.com or the shipping company. CraftDirect.com will not be held responsible for any claims made after 14 days of customer receipt. If your item was shipped via LTL freight, it is very important that you check your package and your item for damage BEFORE the driver leaves. The damage MUST be noted upon signing for the item. If damage is not noted, YOU WILL NOT RECEIVE A REFUND OR A REPLACEMENT PRODUCT. If damage is not noted upon delivery, we will not be able to receive a damage claim from the freight company to receive money for that damaged product. The customer, in turn, will not receive a refund or a replacement item.
Payments / Refunds
Refunds will be given upon receipt and inspection. Returned products will be verified to be in new and resalable condition in their original packaging before a refund will be given. The refund will be applied to the same payment method used. All credit card refunds may take 5-7 business days to process. CraftDirect.com generally does not charge your card until your order has shipped. Some orders require special purchasing in which the payment must be taken before the product is ordered (i.e., orders shipping directly from the factory or manufacturer to the customer). We reserve the right to charge the credit card and investigate any order that seems fraudulent in any way.
Unless otherwise noted, all merchandise on CraftDirect.com is new and carries the manufacturer's original warranty. At CraftDirect.com, we offer quality products and work hard to provide fast and accurate service. If you receive your order incorrectly, damaged, or defective, we will work to promptly correct the situation. We will refund or replace any items in this situation, pending availability. In the event of reshipping an item, your item will be shipped using the same shipping method and warehouse originally used. If expedited shipping or a different warehouse is desired, it is the customer's responsibility to pay the difference in cost. At CraftDirect.com, we work hard to fulfill and ship your order out as fast as possible. We do reserve the right to back order or cancel orders at any time for any reason. You will be notified via email of the expected lead time or cancellation if this happens.
CraftDirect.com strives to ship orders as soon as possible. Orders can be canceled at any time before shipment. To cancel your order, please contact our customer service department. There are no cancellation fees as long as the product has not been shipped. If the product has been shipped, it cannot be canceled. The customer will need to receive the item and follow the return policy.
At CraftDirect.com, we make every attempt to make sure that our prices and product information are correct. However, we are not liable for any typographical errors or pricing listed in error on our website. CraftDirect.com reserves the right to cancel or refuse any order at any time.