Cancellation & Return Policy

How can I cancel an order I’ve placed?

If you would like to request the cancellation of an order, please contact our Order Processing team immediately via our Contact Us form and choose “Order Changes or Cancellation” from the Reason for Contact drop-down. You may also submit a request by calling our support team at (866) 717-4943.

Most orders cannot be canceled more than 24 hours after being placed. However, we will accept requests up to the time of shipment as a courtesy.

Cancellation is not guaranteed until we have confirmation from the vendor/manufacturer, even if the request is received within 24 hours. If an order has already shipped, it will be subject to the conditions of our return guidelines below.

Can I exchange an item I purchased for another?

All items ship directly from their respective vendors. As a result, we do not have the ability to offer exchanges. The quickest way to obtain alternate items is to place a separate order and request to return the existing order.

How long do I have to request a return?

We offer a 10 day return period from the date of delivery. Requests must be received within this timeline to be considered. However, we will reach out to the vendor as a courtesy to determine if they are willing to accept returns outside this period.

Which items are eligible for return?

Residential or commercial items not marked custom, made-to-order, or non-returnable are eligible but are subject to the vendor’s terms and approval.

Items must be returned in the condition they were received, including all accessories, documentation, and packaging materials. Items that have been assembled, installed, or modified cannot be returned.

Advisory regarding the return of large commercial items:

Heavy commercial items, even if they are listed with free shipping, must be returned at your expense (excluding cases involving damaged, defective, or incorrect items). 

Compounded with the restocking fees referenced below, this can be quite costly and may render the return impractical. You may be able to recover more of your initial cost by reselling the items yourself.

We strongly encourage researching products thoroughly and consulting our support team with any questions prior to making a purchase. 

When will I hear back regarding my request?

Upon receipt of a return request, we will reach out to the vendor to request an RGA (Return Goods Authorization) number and follow up with you by email within 1-2 business days. We prefer to manage return requests via email to ensure you have a record of any instructions we’ve provided.

IMPORTANT: Orders returned without authorization are not eligible for refund. You must obtain an RGA number to ensure proper processing of your return. 

How much will I be refunded?

We will refund the value of the returned items following receipt and inspection by the vendor.

You are responsible for the cost and arrangement of return shipping. If your order shipped under our Free Shipping promotion, the outbound shipping and handling costs will be deducted from your refund.

If items are not returned in the condition they were originally shipped, your refund may be adjusted or deemed ineligible.

Commercial or bulk returns are subject to restocking fees, as outlined below.

Do you charge restocking fees?

We do not currently charge restocking fees for residential item returns. 

Commercial or bulk returns are subject to a 25% restocking fee. However, all Florence Corporation items are subject to a 30% restocking fee.

A return is considered bulk if any combination of five (5) or more items are being returned (including residential items).

What if an item is missing, damaged, defective, or incorrect?

If there is a problem with your order, please let us know within 48 hours of delivery. Our goal is to provide you with options and reach the best resolution as quickly as possible. Please contact our Customer Relations team via our Contact Us form and choose “Problem with Delivered Items” from the Reason for Contact drop-down. You may also submit a request by calling our support team at (866) 717-4943.

We will review your request promptly, reach out to the vendor if necessary, and follow up using the email address provided within 1-2 business days. We may request additional supporting details (e.g. photos, Bill of Lading, etc.) to aid in our understanding of the issue.

We prefer to manage requests via email to ensure you have a record of any instructions or details we’ve provided.

How can I order replacement parts?

To determine if replacement parts are available for your item, please contact our support team via our Contact Us form and choose “General Question” from the Reason for Contact drop-down. You may also call our support team at (866) 717-4943.

Be sure to describe the issue in detail and include your past order number and any part/model numbers, if available.

We are committed to providing you the best shopping experience in the industry. If you have questions about any of our policies, please give us a call at (866) 717-4943.

Revision Date: 01/27/20