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"I would like convey my heartfelt thanks to Molly in your customer service department. She guided me through a process that I have absolutely no knowledge of."...

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How do I return an item?

Return & Exchange Policies
By placing an order with Factory Express, you are accepting our Return & Exchange Policies. If you do not accept or you have questions please email or call us at 1-800-399-2564 immediately, so we may assist you in answering any questions, or cancel your order. If we have not heard from you by the end of the business day on the day of your transaction, the terms are considered accepted.
Factory Express proudly offers a money back guarantee on all approved returns under $500 upon request. All exchanges and returns are at the discretion of Factory Express and MUST have a Return Merchandise Authorization (RMA) Number. An RMA number must be obtained within 14 days of receipt of merchandise. Merchandise must be undamaged and returned in new condition in its original packaging. You may request an RMA number by filling out the ”Exchanges and Returns” form. Once you have submitted your online form you will receive a confirmation number via email for your RMA request (this is a receipt for your RMA request, this is NOT your RMA number and is not an approval to return your merchandise). A Customer Service Representative will contact you for any additional information that may be needed and to assign your RMA number if approved for return (number is valid for 14 days).
*Factory Express reserves the right to determine applicability; furniture or safes once installed or assembled, food, beverages, medicines, software, items that have been used, items not in their original packaging, and special order or made to order products may be excluded.
Returning Damaged Merchandise
It is the customer’s/receiver’s responsibility to note any damage or possible damage to the delivery driver upon delivery. Damaged or missing items must be reported to Factory Express within 48 hours of receipt. DO NOT discard any packing until you have determined the item is in acceptable condition and does not need to be returned for any reason. It is the responsibility of the shipper to file damage claims with the carrier. It is the customer’s responsibility to keep the package in the condition it was received and have it available for the carrier to pick up and inspect. Failure to do any of the above may invalidate the claim or delay the claim process, which in return can invalidate or delay the credit process to your account. Defective merchandise is dealt with based on the manufacturer’s warranty.
Return & Exchange Shipping Procedures
All items must be in their original box and packaging and returned via insured, pre-paid freight to the address specified by the Factory Express Customer Service Representative. We suggest shipping with a carrier that provides proof of delivery, as items lost or damaged in transit cannot be credited back. Your RMA number must be noted on the shipping label so we can associate it with your account. Please do not write the RMA number on the box, products cannot be accepted if their original boxes are marked, damaged or written on. Boxes without an RMA number on the shipping label will not be accepted and will be shipped back to the customer collect. Shipping charges are nonrefundable. Factory Express pays return shipping ONLY for items shipped to you in error or received damaged.
Orders Shipped Outside the United States
Orders shipped to addresses outside the Continental United States may be assessed a tax or duty by the country accepting the package(s). Taxes, duties or brokerage fees are to be paid directly by the customer and are not refundable under any circumstances. Please check with your customs office to make sure you understand all fees that may be assessed on your order. Factory Express cannot estimate these fees or taxes and is not in any way responsible for their payment.
Receiving Credit for Your Return
After your return has been received and inspected, a restocking fee of up to 20% of the original cost of the item may be charged. If the item is not returned to Factory Express in new condition or if the item is damaged in any way, you will be responsible for the cost of repairs or the cost of the machine (whichever is less). When returning a product that originally received free shipping, your credit will be reduced by the normal shipping costs charged by Factory Express. Factory Express reserves the right to determine the value of an item that has been exchanged or returned. Credit will then be issued in the form of store credit to your Factory Express account (your account number is your Customer ID on your invoice) or issued as a credit back to your card upon request for returns of $500 or less. Store credit can be used towards any product sold by Factory Express and must be used within 12 months from the date credit was issued.
Receiving Credit for Your Return
While Factory Express tries in good faith to make sure the information contained in our web site is accurate, we are not responsible for typographical errors or technical inaccuracies. In the event that a Factory Express product is mistakenly listed at an incorrect price or quantity, Factory Express reserves the right to cancel or refuse any orders placed for product listed at the incorrect price or quantity. Factory Express reserves the right to cancel or refuse any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Factory Express will issue a credit to your credit card account in the amount of the incorrect price.
Product images are shown for representational purposes only. Due to the variances in computer monitors and manufacturers changing physical aspects of products (such as color), we cannot guarantee that the color represented in a product image is exactly what you will receive. Additional accessories or contents depicted in product images are not provided with the product unless clearly stated in writing.
FAQ's
How long do I have to return an item?
An RMA number must be obtained within 14 days of receipt of merchandise; once you have received an RMA number, it is valid for 14 days.
When will my credit card be credited?
Once your return has been received and accepted, please allow one to two billing cycles for your credit to appear on your statement.
Will I be charged for return shipping?
Unless an item was shipped to you in error or received damaged, return shipping is at your expense, using the carrier of your choice. Please insure the product and make sure you keep a tracking number for your records.
What happens if I receive the wrong item or my item arrives damaged?
If you receive an item in error or your order arrives damaged, please contact us immediately at 800-399-2564 so we can resolve the problem.