Return to Help Index| Shipping and Returns | |
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| Return & Exchange Policy | |
| Do you have questions about returning or exchanging a product? Please call us direct at 920-569-0895. Division 10 Direct is committed to providing the lowest prices available to us with the quickest lead time possible while keeping the environment in mind. Our solution for all 3 aspects is to ship directly from the manufacturers for many of our items. A big challenge that comes with this decision is that we must follow the manufacturers, our vendors, return policies. Return Process: All returns must be approved and assigned a RMA # (return merchandise authorization number). Send an email to [email protected] referencing: 1. Order # 2. Product # 3. Reason for return or exchange (order error, cancellation, manufacturer's defect) Orders returned without an RMA # will be rejected and/or accrue additional restocking fees. Once an RMA # is assigned, we will email you the specific directions of where to send the return and how it should be labeled for manufacturer acceptance. Note: Products must be returned in original box with everything that came with it; instruction sheets, installation hardware, etc. The manufacturer must receive the package in resalable condition. For best results, pack the packaged return into a separate box for shipping so that additional shipping labels and markings are not added to the original box. Monies will be refunded back to the original credit card less the original shipping costs and fees associated with the return once the return has been accepted by the manufacturer. There are two different sets of rules for returns, depending on the reason for the request. Customer Error or Order Cancellations 1. Must be returned within 30 days. 2. 25% Restocking Fee applies 3. Original Shipping Costs are not refunded 4. Return Shipping Costs are buyer's responsibility 5. Product must be returnable* Manufacturer's Defect/Products Damaged in Transit/ Company Error 1. Email us: [email protected] or call direct at 920-569-0895 immediately. 2. Include a photo of the damage, defect, or error with your email. 3. Keep the damaged or defective product for possible inspection by the carrier and/or manufacturer. *See our Shipping Policy for more details on materials damaged in transit: Shipping Policy Upon receipt of your notification, we will work with the manufacturer to resolve the issue for a return or exchange per the manufacturer's warranty policy. *Non-returnable products include: Lockers Mirrors / Most Medicine Cabinets Custom Sized (ex. grab bars) or Custom Built (ex. products with logos or special paint) Large Volume Quoted Products Built-to-Order Products (ex. option selection) Other items per manufacturer's individual return policy |
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| Shipping Policy | |
Division 10 Direct is committed to providing the lowest prices available to us with the quickest lead time possible while keeping the environment in mind. So far, the best solution that we have come up with is to ship directly from the manufacturers for many of our items. A big challenge that comes with this decision is that we must follow the manufacturers, our vendors, shipping policies. See our shipping policy below. Lead times listed on our product pages are strictly manufacturing times, how long it takes the product to be ready for shipment from time of order, and are subject to change per the manufacturer. The lead times do not include shipping transit time. Transit times are available upon request, pulled directly from the carrier's website. They are rough estimates that can be affected by environmental factors such as weather, traffic, etc. Holidays and weekends are not counted in transit time estimates. The carriers used are selected by the manufacturer that the product is shipping from. You may specify a carrier at the time of order. However, you may become responsible for shipping charges and your shipping account may be required. Shipping Policy: Report any discrepancies or damages within 24-48 hours of receipt. If your package has visible damage at the time of delivery, refuse the shipment from the carrier and contact us immediately. We will work with the manufacturer to get a replacement shipped to you at no additional cost. **The buyer, our customer, becomes responsible for the package at the time of shipment. If damages were not noted on the freight bill at the time of delivery, the freight claim process also becomes the responsibility of the buyer. Please do not accept damaged packages without noting the damages on the freight bill. All freight bills are scanned into the carrier's database and shared with the manufacturer if disputes arise. If there is concealed damage on an accepted delivery: 1. Email us at [email protected] or call direct at 920-569-0895 within 2 business days of delivery. 2. Include a photo of the damage with your email. 3. Keep the damaged product for possible inspection by the carrier. We value your business and will do everything we can to help you through any shipping issues that may arise. |
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