At OnTimeSupplies, customer satisfaction is our top priority. We understand that in some circumstances, you may need to return your order for any number of reasons. We are committed to working with you to make this return process as smooth and hassle-free as possible. You can obtain a Return Authorization by calling us at 1-866-501-6055, 9AM - 7PM Mon-Thurs, Friday 9AM - 5PM (EST). With that in mind, look below for our official policies on the various types of returns.
If you have placed an order and would like to cancel it for any reason, please contact us immediately by calling 1-866-501-6055. We will do everything we can to stop your order from shipping, however we cannot guarantee this as your order may be processed minutes after you press the submit order button. If we cannot stop your order from shipping you will be responsible for all shipping and handling charges both shipping to you and return shipping back to our warehouse.
If you change your mind about your purchase and wish to return it, we will be happy to accept your return. However, keep in mind that to best serve all of our customers, certain guidelines are in place for how we handle returns:
Returns - if you ordered wrong:
If you made an error and ordered the wrong products, and wish to return the product; you will need to call us and request an RA number and return instructions. Remember, returns will only be accepted within 30 days from the receipt of the product.
Please do NOT return any product that you have ordered without prior contact.
Wrong Products Received:
It is very rare that you will receive an incorrect product; we double-check all orders before we ship them. However, if we made a mistake/error in shipping, please notify us within 2 days of receiving your order. We will issue an RA number and return instructions on how to return the product. We will ship you the correct product.
If you ordered the incorrect product (your mistake), then please see "ordered wrong", above. Please note that we sell over 40,000 products from hundreds of different manufacturers, and if they provide incorrect product information for our website we are not directly responsible for such documentation errors. However, we are a reputable company and we will do our very best to resolve the situation and take care of our customers.
Product Overages and/or Double Shipments:
Upon any incidences of duplicate shipments of orders or merchandise, On Time Supplies will contact the customer to request that the merchandise be returned to our facility. We will make all arrangements for the items to be picked up at the customer's location. If all attempts to contact the customer are unsuccessful, or if the customer refuses to return the unpaid merchandise, On Time Supplies reserves the right to charge the customer for the goods.
Shipping Damage:
If the packaging appears damaged on the outside, please refuse to accept it from the carrier; or please make sure when signing the shipper's proof-of-delivery slip, you include a note stating the package is or appears damaged. If you do accept a damaged shipment, please inform us immediately. Also, if there was any internal (non-visible) damage, this will need to be reported to us within two days of receiving the product.
Defective Products:
Within thirty (30) days of receiving your order, if any product proves to be defective; please contact us immediately. Please DO NOT ship the product back to us without contacting us first and receiving an RA number and return instructions.
If the product is defective, you will receive a replacement. If you choose to return the defective item, rather than replace it, we will charge a 10% restocking fee and your original shipping and processing charges will not be refunded.
If after 30 days of receiving your product, it proves to be defective, we would like for you to deal with the manufacturer. Whatever policy the manufacturer has will determine how you will proceed. We supply products; we do not warranty products and after thirty days we leave it up to the manufacturers. There may be instances when the manufacturer, once they have been contacted, will ask that we help in the replacement process.
If this is the case, we will assist you and the manufacturer with the return process. However, 30 days after receiving your product, it will be necessary for you to contact the manufacturer first.
When processing returns, On Time Supplies requires that the item be in resalable condition; we only sell new products and we strive to maintain a level of quality for all customers. Therefore, the following guidelines are in place to determine whether an item is resalable:
The item:
The Carton and Packaging:
Knock Down Items:
Electronic Items:
Any false claims or undisputed charged backs will result in a mimimum of a $25.00 resolution fee. We take chargebacks very seriously, and any chargeback could affect our national credit score with credit card service companies. If we need to resort to a collection agency to collect the bounced check, past due or non-payment the customer will be charged a minimum of 30% of the amount owed to On Time Supplies.
For any other potential shipping problems, inquiries, or an explanation of our policies, please contact us at 1-866-501-6055 9AM - 6PM Mon-Thurs, 9AM - 5PM Friday (EST).
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