Customer Service

Our Return Policy

Order Cancellation

Once an order has been placed and processed, orders can only be cancelled with approval from a customer service representative. If you have a cancellation request, please call our customer service center on 1-804-262-6429, to process a cancellation. For cancelled orders that are called in with enough time to prevent the order from being shipped, a complete refund will be issued. If a shipment is sent and then refused or without first obtaining a cancellation confirmation number, a 25% cancellation fee will apply in order to cover our costs and losses. Any cancellation may be subject to a 25% cancellation fee at our discretion.

Return Policy

Before returning any product, you must first obtain a Return Merchandise Authorization (RMA) number. Returns cannot be accepted without a RMA number. Please have the following information on hand when calling for a RMA number: customer name, order number or invoice number, and the nature of the problem. The number can be found on your shipping label or packing slip.

Defective Items: All defective items will be exchanged for exchange, credit, or repair. We encourage you to contact the manufacturer or warranty provider if your product fails to perform to its specifications. Many problems can be resolved with their assistance and technical expertise.

Non-Defective Items: All non-defective returns for credit or exchange must be returned within 30 days from the invoice date, 100% complete, in resaleable condition, and must include original packing material, manuals, blank warranty cards and other accessories provided by the manufacturer, in order to qualify for our 100% money back guarantee. Shipping charges are non-refundable. All returns will be processed and fully inspected after they arrive in our warehouse, and those that are not complete, or that have been comprimised in any way, may have minimal charges that apply.

Obtaining replacement items: Visa and Mastercard regulations state that we can only have one product shipped per charge. Therefore, either we need to receive the first item back before we ship the replacement product, or we can re-order, re-charge, and re-ship the replacement product, with a pre-paid return label - and then issue a full credit upon the first product's return.

Exclusions

1. Customized or Personalized Products
We are unable to authorize returns for products that have been altered or specifically produced for the customer. This includes items made on commission.

2. Non-Resale Condition
Any items that are returned in a condition that cannot be resold, such as deformed boxes, missing instruction booklets, damaged disks, etc. Invalidates our 100% money back guarantee policy. These items will be either sent back to the customer or charged restocking fees of up to 25% of the purchase price. Please ensure that any returned items meet resale requirements.

3. We will not accept returns on any food products lacking a seal or on which the seal has been broken or shows indications of tampering.