30-Day No-Hassle Return Guarantee
If you are unsatisfied with your
product you can contact us within 30 days of delivery for a full
refund if all parts/hardware are as new and in their original
packaging, no questions asked. However, you are responsible for all
freight costs to return the merchandise. After 30 days, or if the
item has been assembled, you may still return the item but a
restocking fee will be applied.
Return and Exchange Policy
Customer satisfaction is our top
priority and we want you to be completely satisfied with your
purchase. We have set specific guidelines to ensure a quick and
hassle-free return and exchange process. We have a fully staffed team
of experts who can walk you step by step through this process.
PLEASE INSPECT YOUR ORDER IMMEDIATELY
UPON ARRIVAL. DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS
UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE
PRODUCT YOU HAVE RECEIVED. If your product was shipped to you by
freight carrier (i.e., Yellow Freight, Eagle Global Logistics,
Roadway etc.) please inspect the product for visible damage before
the carrier leaves. Please make any notations on the Bill of Lading
(delivery receipt).
If you are not satisfied with your
purchase, you can return or exchange the product within 30 days of
receipt as long as the product is returned in new, unused, and
resalable condition inside its original packaging.
All products properly returned under
this policy are eligible for a refund, which may include an in-store
credit or credit to the original method of payment. We will credit
you for the total purchase price, upon receipt of the product, less
any applicable restocking fees. A restocking charge may apply to
specifically noted products. Certain orders cannot be returned due to
their uniqueness and/or personalization to your specific request.
Additional fees may apply if not returned in original packaging.
Return shipping costs will be at the customer's expense. Some of our
products are offered with free shipping, so please note if you return
a product that has free shipping our actual outbound shipping costs
will be deducted from your return refund. Returns will be inspected
prior to issuing credit. Please keep in mind, credit card companies
vary in the time they take to post credits.
If you are returning a product that was
given to you as a gift, you will receive an in-store credit as your
refund. The in-store credit can be used on any of our online stores
accessible at starlumbersheds.com
Please contact customer service at
1(888)659-1832 or email us via our Contact Us form for further
instructions on your return. In the unlikely event that your order is
incorrect, missing parts, damaged or defective, please call us within
7 days and we will send you the correct product, replacement product,
or replacement parts at no cost to you. Our customer service hours
are Mon-Fri 8:00 AM to 4:00 PM PST.
Packing & Sending Your Return or
Exchange
After calling to receive a RMA (Return
Merchandise Authorization) number and return address information, you
will need to prepare your item for shipment. Pack the item to be
returned securely in the original carton. Inside the box, please
include your contact information, the order number and the reason for
the return. Also note what you would like done (refund, new product
shipped, etc.). On the outside of the box, write the RMA number and
the appropriate address that was given to you by the customer service
specialist. Make sure that the package is fully sealed before
shipping. We will let you know what service to use for return
shipping. This will allow the package to be traced and also make the
credit process go much quicker. We are not responsible for packages
that are lost or damaged.
