Frequently Asked Questions (FAQs)
 

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Created: 2/25/2005    Updated: 5/22/2014 
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A cancellation will be allowed only for orders that have not shipped. For an order that may be cancelled, a $15.00 cancellation fee will apply. If the order requires production (for example, customization or product J-002) and if production has already started, then an additional 60% cancellation fee will apply (60% of total price of products in production).

A return for a refund may be requested within 7 calendar days of receiving the order. Only non-customized products may be returned for a refund. The refund will be reduced by a 15% re-stocking fee. You are responsible for shipping the product(s) for return back to us in new condition. The refund will be issued via the same method as you used for payment.

To exchange non-defective product(s), return the product(s) for refund (see details above), and submit a new order. Only non-customized products may be exchanged.

A defective product (a very rare occurrence) may be exchanged for the same product. We will pay for any shipping charges required to resolve the issue.

Before returning product(s), you must request and receive from us a Return Merchandise Authorization (RMA) number. The RMA will expire in 21 calendar days. Returns without a valid RMA number will not be accepted. With the RMA, we will provide the address for shipping the return. Only shipments to the correct address will be processed for return.

All requests and reports of issues must be submitted via email and within 7 calendar days of taking delivery.

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