After having contacted us via phone and are still not satisfied, just send back any product within 60 days of purchase if still in new, sellable condition and we will gladly refund 100% of your order less shipping and a 5% restocking/customization fee for orders involving cut rope or cable of 100 feet or less (10% restock fee for systems of 101 -200 feet and 15% restock fee for systems of 201 feet or more.)... or, if you like, please accept 125% credit as loyalty points. If any product arrives to your shipping address damaged or defective, we will send out a replacement as soon as possible. We cannot sell used cut rope or cable for liability purposes and will therefore deduct that cost from your refund, but any components still in sellable condition will be 100% refunded. Please reach out to us first before returning the order so we can discus refund policy or address any questions or issues you may have. In many cases we can email you a return shipping lable for convenience, which we will then deduct from your total refund. We reserve the right to deduct the total shipping amount we were actually charged, regardless whether or not we charged you our actual cost initially, as we quite regularly charge less than our actual shipping cost.
We ship via Priority Mail -United States Postal Service (USPS), FedEx, and UPS. Items are usually customized and shipped the same day. You will receive a tracking number in the shipping confirmation email that follows the order confirmation email from either Stamps.com or Rover Roamer. We will combine orders going to the same address when we discover them and will refund you any cost over actual shipping cost. If you order separately, reach out to us so we can do our best to combine orders. If an order gets lost in the mail, we will often ship out a replacement free of charge, but this will be on a case by case basis. Defective or replacement items will be shipped out immediately.
International orders: We ship via USPS International via Flat Rate Priority Mail Shipping. We don't charge a handling fee, just what USPS charges us. You will receive a tracking number in the shipping confirmation email that follows the order confirmation email. For international refunds, we reserved the right to reduce the refund by actual shipping cost charged us by USPS as we often contribute to the actual shipping cost.