We accept returns of items within 30 days from shipping day.
Please don't throw away original packaging for your order until after you have assembled the furniture and you will not be requesting a return. The original packaging is required for a return.
Contact us at firstname.lastname@example.org if you're having issues with parts or with the assembly of the item.
REQUESTING A RETURN
Email us at email@example.com to request a Return Authorization Number (RA#) and indicate the reason for the return within 30 calendar days from the shipping date of your item. We will email you the Return Shipping labels within 1 business day after the return request has been approved (see below for details). Please ship back the items in the original packaging as soon as possible, so the returned item is in transit within 15 calendar days from the day Shopango Customer Care provided the return labels.
We will provide you return shipping label(s) and return instructions. However, if item or parts are damaged, we will instead replace the damaged parts for free. Please see Item Return Terms for more information.
RETURN INSTRUCTIONS AFTER RA# & RETURN SHIPPING LABELS HAVE BEEN PROVIDED:
- Disassemble and/or pack the undamaged items back into the original packaging: All parts, hardware, tools, printed materials, cables, and accessories must be included in the return.
- Item must not be damaged - if this is the case, we will provide free replacement parts to resolve the issue.
- Tape shut the box(es) securely with heavy duty tape, preferably using strong clear packing tape.
- Remove or black out all original shipping labels and stickers.
- Print and put on box the Return shipping labels.
- Take the boxes to the Carrier locations or their authorized locations based on the Return Labels received (FedEx or USPS).
We will refund orders usually within 2-3 business days after the items are delivered to our warehouse.
The return shipping cost + the Restocking Fee will be deducted from the total paid for the item/order.
We will refund your order within 3-7 business days of receiving the return back in our warehouse. If there is an issue with the return, we will reach out to you via email and/or telephone to resolve the issue.
ITEM RETURN TERMS
The Customer is responsible for the Return Shipping Cost + 15% Restocking Fee on all returned items if the item is received back in new condition and in the original packaging. These costs will be deducted from the total amount paid for the item.
If item is returned with unreported damage that is not shipping damage - we may charge a Restocking Fee of up to 75%. If the damage happened during shipping, The Customer will not be responsible for the damages, however the return shipping + the restocking fee will be deducted from the return.
If a different item than ordered is returned to us, we will not refund the order and we will reach out to the Customer to resolve the situation.
Received your item damaged / defective / missing parts?
We will ship you original new replacement parts from the manufacturer for FREE - please email us at firstname.lastname@example.org with the following information:
- Order number,
- Description of the damage,
- Pictures of the Shipping Box(es)
- Pictures of the Damaged Parts / Item,
- For furniture only - List of Damaged Parts
In the rare case that the shipping damage is extensive (over 60% of parts are damaged in furniture), the case will be escalated to replace the entire item.
We do not accept returns of damaged items.
If replacements for parts or the entire item are refused by the Customer, 75% of the order will be refunded once the requested pictures are provided and the case approved.
Exceptions are handled on a case-by-case basis, or in the case of parts/item not being in stock for replacement. Please contact us with any questions or concerns.
Did you receive the wrong item?
Please email us with pictures of the box & item you received, and we will arrange for the pick-up of the wrong item and the shipment of the correct item.
ORDER CANCELATION POLICY
Customers can cancel an order at any time free of charge BEFORE the order is processed with our warehouse. To determine your order's status please reach out to our customer service department immediately by email at email@example.com, or call us Monday - Friday 9am - 5pm Eastern at 954-266-6164.
An order cannot be cancelled after it has been processed with our warehouse. You may refuse the package with the carrier (FedEx), or request a return as stated above. It will be processed and refunded as a Return, as per our Policy.
Please contact us at firstname.lastname@example.org with any questions or concerns.