Here’s how the returns process works. When a product comes back to us, we will first attempt to discern why the product has come back. Reasons might include the following:
- Insufficient address
- Customer refused original shipment
- Customer opened product and decided not to keep it
- Address not known
If a product is returned due to an addressing error on our part, we will reship the product UPS 2nd Day Air at our expense and there will be no additional fulfillment fee.
If, however, the product was returned due to an insufficient or incorrect adress provided to us and there was not an addressing error by us, we will reship the product at your expense. You will be contacted via e-mail regarding the return including the specifics of who, what product was shipped and to what address it was shipped. After you have provided us with a corrected address we will reship the product by your method of choice (rush vs. ground). Shipping costs plus an additional fulfillment fee will apply.
A $3 per return fee applies to any returned product except if the return was due to an error on our part.
You will be notified at least once per week by email of any returns. You will need to designate the contact person and an e-mail address within your organization that you wish to be contacted. Any refunds to be issued to your clients for a product return are handled by you.
If a returned product is not to be reshipped, the next step in the process will be to send it to our production department. The product will be inspected to determine if it is in resalable condition. CDs and DVDs will be inspected for scratches and cracks and replaced, if necessary. Binders and cases will be checked and replaced if necessary.
We do not have the resources to inspect printed manuals (either spiral-bound or in a 3-ring binder) page by page to make sure your customer hasn’t marked or highlighted the materials in any way. So the inside contents of manuals are discarded and replacement pages are run. You don’t want to take any chance of your customers receiving what they feel is a “used” product.
After all replacements are completed, the product will be reboxed and returned to inventory for you. You will be invoiced the cost of replacement materials (rework price), but the total cost will be less than the cost of producing an entire new set. Rework is completed as our production schedule allows and is not any any set timeframe.