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Shipping & Returns

Why Jacuzzi at FaucetDirect.com?

Our Company

Returns

FaucetDirect.com is the best place to buy products online. We stand behind our products and guarantee your satisfaction with every order.

FaucetDirect.com promises to deliver high-quality products, in excellent condition, to your door. If, for any reason you’re not completely satisfied with your purchase, please contact our customer service team.

Compare our General Return Policy with our Competitors*

	FaucetDirect.com
Ability to Setup Return Online 24/7	Yes	No	No	No	No
Restocking Fees	15%	0% if returned within 30 days 20% beyond 30 days	15% - 20% for Returns 0% for Exchanges equal or greater value	15%	30% for Returns 25% for Exchanges
Days to Return Item	30	120	30 days for Returns 60 days for Exchanges of equal or greater value	60	30
Days to Receive Credit	7-10 business days	5-10 business days if no complications arise	7-10 business days may take up to 30 days	30	30
Additional Information	Items returned without a return number may delay credit	Not responsible for products sent back without authorization Items returned with damaged packing are subject to a $15-$100 reboxing fee	20% handling fee on items returned without an RGA number 20% on refused delivery + return shipping cost	Items returned without a return number will not be credited	Additional 15% processing fee on items returned without a return number
Office Hours	8am-9pm M-F 11am-7:30pm Sat 1pm-6pm Sun EST	10am-8pm EST M-F Sat-Sun Closed	8am-9pm M-F 8am-5pm Sat-Sun CST	Sales: 8:30am-8pm M-F 9am-6pm Sat Closed Sun EST Customer Service: 8:30am-7pm M-F EST Closed Sat-Sun	8am-5pm PST M-F Sat-Sun Closed

*Last Updated 7/23/2009 at 1:25PM PST

General Returns

We can process general returns and refunds only for items purchased from FaucetDirect.com or one of its affiliates. To set up a general return online you can visit our returns tool here. All general returns must be set up within 30 days from the day you receive your product. To receive a refund please make sure of the following:

All returned merchandise must be in resalable condition
The product must be free from scratches and/or defects
All merchandise cannot have been installed
You must have the original packaging for the item
There cannot be any writing or labels on the packaging for the item
All returns must be over $15 in total value. Any return for less than this total amount may not be permitted.
Packages must be sent back by customer via a traceable source. Ex: FedEx or UPS, (Please do not use USPS.)
All items must be returned with their assigned return authorization (RGA) number. Items returned without an RGA number may delay credit.

You can also cancel items that have not been shipped yet. To cancel an order that has not yet shipped, please call our customer service department immediately. Once an item or an order has been shipped it cannot be canceled, and you will have to process a general return.

Defective Returns

We can process defective returns and refunds only for items purchased from FaucetDirect.com or one of its affiliates. To set up a defective return online you can visit our returns tool here. All defective returns must be set up within 60 days from the day you receive your product. There are no restocking fees on defective returns.

Need to setup a return? Click here to log into your account and setup your return online 24/7!

NOTE: We are not responsible for any labor costs, which occur as the result of the installation of wrong or defective parts. In addition we are not responsible for lost shipments. You must contact us to file a lost shipment freight claim with the respective shipper.

Returns from Canada

Setting up returns for our neighbors to the North is also easily accomplished. Just keep in mind the following:

Shipping charges are not refundable unless the product you’re returning is defective or damaged
Taxes and duties on Canadian shipments are fully refundable
The customer is responsible for including all necessary return documents with the return shipment or they may be charged taxes or duties so that we can re-import the item back to the United States
Returns for Canadian customers may take an additional 3-5 business days to process beyond the time for domestic returns

NOTE: We are not responsible for any labor costs, which occur as the result of the installation of wrong or defective parts. In addition, we are not responsible for lost shipments. You must contact us to file a lost shipment freight claim with the respective shipper.

What to Expect

After setting up your return your return request is processed with our warehouse. Usually in 3-5 days an RGA number will be issued to you via email along with an address to ship the product(s) back too, defective returns will include a link to a prepaid FedEx label with the correct shipping address back to us. This email will also include all the instructions on how to package your return properly. Please make sure your RGA number is clearly written on the outside of your package, not the product box. When the return is received at our warehouse it is opened up and inspected to make sure the proper products were received as well as everything is in resalable condition with no marks on the box so the product can be put back into inventory.

(Helpful Hint* - to help expedite the credit to your account, please send return tracking information to our customer service department).

The warehouse then fills out the necessary paperwork and issues credit via the method you paid on the order. Due to the inspection process and shipping times please allow 7-10 business days for your credit to be applied. If you paid by check please allow an additional 14 days for delivery of check via USPS.

Exceptions

Some items FaucetDirect.com sells are not available in our web catalog but can be purchased over the phone. If you purchase a special order item by contacting or calling our toll-free number it may not be returnable or may be subject to a restocking fee. When you call, a sales associate will notify you of any applicable return charges. If defective, you may only exchange these items for the same product. Please call our customer service number if you are uncertain about any part of this return policy or if you have unanswered questions.

Cancellations

To request cancellation please contact our customer service staff as soon as possible. As long as the order has not been assigned to a warehouse for shipping, it can be cancelled. Once we receive your request for cancellation it is passed on to our Distribution Center who then notifies us if the order has been cancelled.

After confirmation of cancellation from our Distribution Center, your order will be cancelled and an email confirmation will be sent to you. A credit will be posted to your account within three business days.

If we are unable to cancel your order, a Customer Service Representative will contact you. Please see our return policy if you would like to return your merchandise.

Refunds

We will notify you via e-mail of your refund once we have received and processed the returned item. Please note: we will refund shipping costs only if the return is a result of our error.

We will do our best to process the return quickly. Please allow 7-10 business days for processing. Refunds will be credited to the original purchasing credit card account number only.

(Helpful Hint* - to help expedite the credit to your account, please send return tracking information to our customer service department).

If you paid by check please allow an additional 14 days for delivery of check via USPS.

To begin processing a return, please visit our customer service department.