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Linda, Customer Service Supervisor
We’re very sorry to learn that there is a problem with your order. We work hard to uphold our founder's traditions of quality and durability; in fact, our rate of defect is less than 1%. But we're not perfect; if a defect made it past our quality inspections, we hope you will give us a chance to make it right.
We offer a free repair, replacement, or full refund for any confirmed manufacturer's defect.
We're going to discuss some exceptions to this policy, but don't worry, we're not trying to get out of responsibility for legitimate defect claims, our 127 year old reputation is far too important to us.
To prevent any misunderstandings, we should point out that there are some characteristics which are not considered defects. These are due to the nature of the materials or construction methods, or due to circumstances controlled by the buyer rather than the manufacturer.
If you are considering making a manufacturer's defect claim for any of the following reasons, please read our full returns policy so you can be sure to understand whether your concern is more likely to be considered a standard return or a defect:
In most cases, we will need to inspect the item to confirm that a defect is present. Return shipping will be refunded upon confirmation of a manufacturer's defect.
It is not necessary to make a defect claim to return an item. You are welcome to return an item for any reason. If a non-defective item is returned in new condition within the terms of the returns policy, you will receive a refund of 100% of the purchase price less shipping. The buyer pays return shipping for non-defective items.
PLEASE CONTINUE SCROLLING DOWN TO COMPLETE THE CLAIM FORM.