Return Policies

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.

FREQUENTLY ASKED QUESTIONS

• What should I do when I first receive my merchandise?
  
• What are the guidelines for returning a product?
  
• What if I need to cancel my order?
  
• What if I accidentally ordered the wrong product?
  
• What if I receive the wrong product, or my product is damaged or defective?
  
• What condition should I return my merchandise in?
  
• How do you handle chargebacks or non-payment?
  
• What if I still have questions?
  

GENERAL SHIPPING/RECEIVING GUIDELINES

• When you receive your merchandise, immediately open all boxes and check for contents and damage.
• We must know within 2 days of delivery of any damage, blemishes, or other problems.
• There are no returns after 30 days.
• DO NOT THROW AWAY THE BOX OF THE PRODUCT, you will only receive partial credit or no credit.
• We only sell NEW products and can not sell used or damaged items.
• If you wish to return any item in your order, please call us at 1-866-501-6055 9AM - 7PM Mon-Thurs, 9AM - 5PM Friday (EST) for a Return Authorization (RA) number and instructions on how to return the product.

ORDER CANCELLATIONS

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.

RETURN POLICY RULES AND GUIDELINES

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:

• Certain products are not returnable, including food items, special order merchandise, discontinued stock and special promotional items.
   
• We will credit your purchase, less shipping and restocking fees (orders over $75 receive free shipping only if you keep the product) once the product has been received at our warehouse. All returns must be in like new condition, in original packaging, with instructions and accessories; items returned in less than new condition may be subject to additional restocking fees.
   
• When you receive your merchandise, please open all boxes immediately and check contents. We must be notified of any damage or other problems within 2 days of you receiving your products. In order to serve you better, we request that you also inspect all of your products for obvious defects/blemishes within 2 days of receiving them. As mentioned above, do not discard the packaging. Returns will only be accepted if they are returned in the original manufacturer's packaging.
   
• Listed products (items that have listed prices on our web pages) may be returned within 30 days of receiving them; the products must be brand new (never used) and in perfect condition with all manufacturer's packaging. In order to keep our prices at their lowest, we charge a 15% restocking fee and your original shipping and processing charges will not be refunded. Items not in perfect condition are NOT returnable.  If products are shipped back to the warehouse are NOT in perfect condition ( including packaging), NO credit will be issued.
   
• We do not accept returns for used or assembled products.
   
• Please contact us if you wish to return any products. Items must be brand new (never used), in perfect condition, with all manufacturer's packaging. We will issue you a RA number and return instructions. Items returned without an RA number are subject to a higher restocking fee and may delay the processing of your credit.

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.

• Returns of incorrectly ordered products are subject to a restocking fee. If you have ordered incorrectly, wish to reorder the correct product and return the incorrect product, your restocking fee will be 10%.
   
• Your reorder must be placed at the same time the RA is issued. Also, the "reorder" product must be a similar product, both in price and type of product.
   
• If you wish to return a product but do not place a reorder, the restocking fee will be 15% . If you return an original product, reorder a replacement and then return the replacement product, you will be assessed a 25% restocking fee for the return of the reorder.

POTENTIAL SHIPPING/RECEIVING PROBLEMS

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.

RESALABLE CONDITION

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:

• Must be clean and free of dents, scratches, holes, tears, cracks, stickers, price tags,etc.
• Should be unused.
• Must be in its original packaging (carton, wrap, protection or sleve provided by the manufacturer).
  

The Carton and Packaging:

• Must be free of writing, such as "Sold To", RA# or "Return To" etc.
• Must be free of holes, cuts or tears.
• Must be free of excessive tape or odd tapes, i.e. duct tape.
• Furniture cartons must be opened so that they can be reclosed, preferably by opening the carton flaps. Never cut furniture cartons around the bottoms or down the sides.
• All internal packaging (i.e. bubble wrap, cardboard corners, tops and sides) must be in place.
  

Knock Down Items:

• Ready-to-assemble furniture is not returnable if the manufacturer's carton has been opened and the contents removed for assembly, or the item as been assembled.
  

Electronic Items:

• Are covered by the manufacturer's warranty.
• These manufacturer terms are enforced by On Time Supplies. In situations where the manufacturers will not honor credit due us, we reserve the right to deny credit to you.

CHARGEBACKS, BOUNCED CHECKS, OR NON-PAYMENT

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.

OTHER SHIPPING QUESTIONS OR CONCERNS

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).