FAQ: I want to return something and get an item in its place. How do I do this?
Of course you always have the option to return any product we sell for a full refund (see our terms pages for details), but if you want exchange merchandise, we make that easy too.
For the sake of speed and simplicity, we do not do traditional “exchanges” but rather we invite you to return any product you wish and ask that you place a new order for the product(s) you’d like to have in its place.
For US customers, we will provide a pre-paid return shipping label for those who place an order to replace the item(s) being returned!!
The free return shipping is our way of helping you to get the right product with minimal expense and hassle. We can either cross-ship your replacement, or you can return your item and get a gift certificate to buy the replacement product after we check in your return…. your choice! Cross shipping is best for those who want their replacement goods asap, and the return-for-gift-certificate option works for customers that don’t want to charge the cost of a replacement order before a refund is processed.
For customers outside the US who need exchange merchandise, we’ll provide a gift certificate for 110% of your return merchandise value. You can use the extra 10% to help cover the cost of the shipping for the replacement order. The world is a big place and it is too complex for us to provide return shipping for those outside the US, but the 110% option will certainly help with the cost of the process.
How long does it take to get a gift certificate? Gift certificates are sent via email on the second working day after your return hits our dock, typically by 4 p.m. central time.
For those of you who might ask why we handle our returns and exchanges this way, read on…
1) Most “exchanges” result in a charge or refund of money since rarely do people exchange for products of the exact same cost. Many want a different style or choose a size that is a different price, choose exchange items that do not have free shipping, choose premium shipping methods, or want more merchandise shipped along with replacement merchandise, and so on. Nowadays, we can’t just charge customers additional money on their credit cards because of new/recent rules by credit card processors that require consumers to enter their CCV codes for every transaction (we are not allowed to store CCV codes electronically anymore). Also, we are not able to “charge” customers who use PayPal. This means we’d have to personally contact every customer in order to process their exchange upon receipt of their merchandise, which would cause delays and increase our costs.
2) Many people don’t have time to wait for return merchandise to reach us before their exchange items ship out.
3) Customers like the ability to compare two sizes/products side by side in their home, which would not be possible to do by doing a traditional exchange.