Shipping and Returns
Your satisfaction is always our top priority. We work hard and we want you to be completely satisfied with your purchase.If for any reason you are not completely satisfied with your purchase, we will be happy to facilitate an exchange to ensure your complete satisfaction. Please note that all returns require a Return Merchandise Authorization (RMA) Number, which can be easily obtained online.
We always strive to make the Return and Exchange process as easy and hassle-free for you as possible. The process is very simple, please be sure to read our Return and Exchange Instructions for detailed information. Please contact our trained team of Return Specialists should you have further questions.
Items must be returned in NEW (unused, untested, and resalable) condition, in the original manufacturer packaging, with all accessories, kit components, promotional items and instruction manuals included. For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage.
Items that have been used by the customer or items that have been damaged by use cannot be returned to us.
Customized products with your name or logo will be applied a 20% restocking fee.There is no restocking fee for returns of non-customized products unopened, unused, and untested items returned within 30 days. This means that an item must be in sellable as new condition. Please keep in mind that restrictions apply (see Return Policy Exceptions for more details). We reserve the right to refuse to issue credit for any item that has been used, misused or damaged. We also reserve the right to charge a restocking fee of up to 20% on returns of opened, used, customized or damaged products.We also reserve the right to charge the restocking fee for exchanges and returns that don”t follow our Return and Exchange Instructions. Additional fees may apply if the item is not returned in its original packaging.
If you are not fully satisfied with your purchase, we will be happy to facilitate an exchange for you. Please return the item to us within 30 days of purchase and you will not be charged restocking fees, provided the item is in NEW (unopened, unused, untested and resalable) condition and it does not fall into our Return Policy Exceptions category. If an item is defective, it can be returned for an exchange within 30 days of purchase.
Please be sure to follow the simple steps outlined in Return and Exchange Instructions to guarantee the best service possible on your return.
Exchanges In Case Of Shipping Damage
If an item comes damaged as a result of shipping, please see Shipping Damage and Lost Packages Policy for more information.
Product Refunds – To qualify for a refund, our Return Conditions and Return and Exchange Instructions must be followed. If our steps are not followed, a refund will be issued in accordance with the condition of the returned merchandise and the value of any missing items. Refunds are not issued before the merchandise has been received, evaluated and processed by our Returns Team.
Shipping Refunds – Shipping charges on returns are not refundable. We do not offer refunds for shipping charges, including but not limited to domestic Ground, Express or International shipping. Please be advised that we are unable to refund any fees imposed by an entity other than HTH Inc., such as customs or brokerage fees.
Items with manufacturing defects must be sent directly to HTH Inc. in accordance with the Warranty terms after our 30 day return window has passed.
Return and Exchange Instructions
We have created a hassle-free Return and Exchange process with step-by-step guidelines for your convenience. To return or exchange an item, please follow these simple steps:
- Fill out and submit an RMA Request Form online to obtain a Return Merchandise Authorization (RMA) number. No return or exchange will be accepted without an RMA Number.
- Once your RMA request is submitted, you will see a page with Return Instructions and Merchandise Return Summary which contains an RMA number that is valid for 10 business days.
- Pack the item securely using as much of the original packing material that was left. Please note that we do not accept COD shipments. Please use carriers that offer delivery notification such as UPS, USPS, DHL or FedEx. Using one of these carriers will make shipment tracking possible. Please be sure to insure the package for full value of the merchandise. The merchandise is still your property until it reaches our warehouse and we are not responsible for any shipping damages occurring at this point. Please remember to include all the contents such as promotional items, accessories, and instruction manuals that came in the original order. Please note that we are not responsible for lost or stolen returned merchandise before it reaches our warehouse and it signed for by one of our Team Members.
- You will get a notification as soon as the return has been processed.
All returns are processed within 10 business days of the receipt of returned merchandise. Refunds, when applicable, will be issued as soon as possible, no more than 10 business days. Credit card companies vary in their processes of posting credits back to your account.
We are unable to accept returns or exchanges on the following items:
- If an item has been used, we are unable to accept its return.
- Customized or personalized products.
- Special order items including promotional and corporate gifts merchandise.
- Any international order