Refund policy
ImportCrate.com uses and protects any information that you give ImportCrate.com when you use this website. ImportCrate.com is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. For more information please visit our Privacy Policy page.
RETURNS & EXCHANGES
ImportCrate.com accepts exchanges only (no returns) on merchandise within 10 days from delivery. However, ImportCrate.com reserves the right to authorize any product exchanges. If any product is accepted for exchange, an RMA number will be issued and a credit will be issued toward FUTURE PURCHASES ONLY. Original shipping charges are not refunded on returned items and additional items for which we pay the shipping will be only refunded less our original shipping costs. There is a restocking fee of 15% for all returns or exchanges.
Customers are responsible for all shipping charges on the return of the items. ImportCrate.com reserves the right to determine which party will be responsible for the shipping charges on the replacement or exchange item(s).
For returns and exchanges, please make sure to e-mail us for a Return Merchandise Authorization (RMA) number. Returns will not be accepted without an RMA number.
Shipping Delays
We are not responsible for delays in shipments. Products that are refused or returned because of late arrival are subject to the 35% restocking charge. It is the customer's responsibility to check the shipping schedules and determine the approximate delivery time to the destination, allowing 2 business days to process orders. Weekends and holidays do not count as shipping or order processing days.
Refusing a Shipment
If we receive a shipment back that has been refused you will be charged shipping in both directions (to and from you) as well as a processing fee of 15% (fifteen percent) or $5 minimum, whichever is more. No credit will be issued except against an exchange for different or other merchandise.
Non-Returnable Items
On orders over $100, no returns are allowed. No refunds on International orders. We are not responsible for lost international shipments.
Damaged Merchandise
In the case of any damages or incorrect shipments, you must return it in the original box with the packaging slip, freight prepaid and insured, within 10 days after receipt of your order for a prompt free replacement shipment. Returned items must be in new, unused condition to be eligible for exchange or credit.
If a package has been damaged in shipping and it is apparent when the package arrives at your door, please REFUSE the delivery. If you have already accepted a package, and then discover that it has been damaged, contact us immediately. Be sure to save all paperwork and packing material with the damaged goods. The carrier may wish to inspect it before processing the claim. Please do not return damaged-in-shipment merchandise yourself. The additional packaging will jeopardize your claim and keep you from receiving credit for the return.
Returns sent COD will not be accepted.
Order Cancellation
If we receive a cancellation request after your order has been accepted into our order processing system we will charge you additional paperwork processing fees of 7% (seven percent) or $15 minimum, whichever is greater. Cancellations made within 72 hours prior to the scheduled shipment day will not be accepted. If approved a cancellation verification number will be issued for all cancellations. Cancellations are not valid without the cancellation verification number. A separate cancellation number must be obtained for each cancelled order and your processing fee invoices sent to you.
Backorder Merchandise
In the event that some or the entire inventory required to fulfill the order are out of stock, a backorder will automatically be generated for the items not shipped on the order. Website stock status is only a guide to likely availability as no items are guaranteed to be available at all times and all merchandise on hand is subject to prior sale. Backorders are held open until the item is shipped unless the item is sold out or discontinued. If an order can be completed or if items needed for an order are in stock in another warehouse we hold the order until the items are gathered together in one place to create the most complete shipment possible. If you add items to an order that are known to be on back order as is stated on the website, these items will be treated as additional shipments for that order and actual shipping charges will apply to each additional shipment.
Lost Shipments
Once you receive your tracking number, Import Crate is no longer responsible for the package. You must contact USPS or FedEx with any questions or concerns. If your package returns to us due to incorrect address, you will be charged an additional shipping fee for redelivery. You will be contacted immediately if your order gets return to our office.
If you entered the wrong shipping address and you contact us BEFORE your order ships out with your correct address, we will update it for you for no additional fee.
Return shipping address:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at service@importcrate.com. Please note that returns will need to be sent to the following address:
Higante Works, Ltd. Co.
Attn: Import Crate Returns Department
RMA NUMBER:
7801 Alma Dr. #105 – 308
Plano, TX 75025
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at service@importcrate.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@importcrate.com.
Be sure to include your name, address, and daytime phone number.
ImportCrate.com shall incur no liability for any loss of income or other damage on account of any defect in any merchandise purchased herein other than to replace such merchandise.
ALL SHIPPING AND HANDLING CHARGES ARE NOT REFUNDABLE.