Linda, Customer Service Supervisor
We’re very sorry to learn that there is a problem with your order. We work hard to ensure that your order is correct, but we're only human. If we made a mistake, we hope you will give us a chance to make it right.
An "Oder Fulfillment Error" occurs when the seller sends the buyer the wrong item, the wrong quantity of items, or sends item(s) with options the buyer did not select. If we made such an error, we will be sure to fix it ASAP with a free replacement shipment or a full refund, whichever you prefer. Of course, if we need you to return anything we will either send a prepaid return shipping label or refund the return shipping costs for standard ground shipping.
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 claims, our 127 year old reputation is far too important to us.
To prevent any misunderstandings, we should point out that there are some circumstances where a customer might think we have sent the wrong item, but the situation is not an order fulfillment error.
If you are considering making an order fulfillment error claim for any of the following reasons, please click on the link for information that will help to determine if the reason may be considered an order fulfillment error claim, a manufacturer's defect claim, or a standard return authorization:
In many cases, we will be able to confirm an order fulfillment error by checking our own records, viewing a photo you send us, or hearing you describe what you received. In these cases, we can send a pre-paid return shipping label. UPS can come to pick up at your home or office if it would be inconvenient to drop off the package at a UPS Store. In some cases, we will need to inspect the item to confirm that an error has been made. In those cases, return shipping will be refunded upon confirmation of a fulfillment error.
To report a suspected order fulfillment error, call me at 1-478-745-1663, M-F, 9:00a-4:30p US EST, or if you prefer, you can complete the form below to initiate a claim and we will respond ASAP during office hours.