Returns and exchanges
Didn't get what you want? We'll make it right. We want your experience with Identity to be pleasant and productive. Below is the fine print. It's there to expedite returns as well as to make clear to everyone what we do and what we don't do.
How to package a return
In order to receive a full refund or to process an exchange, we must receive products back in a resaleable condition. If a product is sent to us and damaged during shipping, the customer is responsible for the loss or damage of the product. We have several suggestions to ensure safe shipping.
Pack the product properly. Our products are wrapped in paper, plastic or cardboard to keep them safe during shipping. Please rewrap the products so that the pieces aren't rubbing against each other. Once wrapped, tape them together. If parts are loose in the box, they will get damaged.
Insure your packages. All shipping companies offer insurance, generally about $.35 per $100. If a shipment is lost or damaged, the shipping company will pay for it. Identity cannot file a claim for a package it did not send. The customer is responsible for filing a damage claim for the package they sent.
For further information on proper packaging, consult the UPS Web site at http://www.ups.com/content/us/en/resources/prepare/index.html
Please keep a receipt of the shipment. If the package is lost, you need the receipt to file a claim with the shipping company.
If you take the package to a public shipping company such as PakMail or Mail Boxes Etc., they will take care of packaging it properly and will file any claims for you in case of damage.
Shortage or wrong item
If we made a mistake and sent you the wrong items, we will send you the right item and arrange to have the wrong one sent back at our cost. Please call 800.555.5555 for immediate service.
Exchange items will be shipped once the original item has been received and inspected. For immediate exchanges, you can purchase the new item and have it sent, and then we will credit your account when the original item is received. The customer is responsible for all shipping costs and will be charged accordingly. All returned items will be inspected for damage and charges will be assessed before a new item is sent. Identity is not responsible for damage during shipping. Please review the repacking guidelines above.
Shipping costs are nonrefundable. Shipping is part of the transaction and not the product. Only a product can be returned, so only the product price is refunded. If the product is defective or damaged, we will pay the return freight and send you a new product. If a product is exchanged or returned for a refund, then the customer is responsible for the shipping, including any damage incurred on the way to us. All shipments will be made via UPS Ground. Customers will be responsible for upgrades to UPS Next Day Air, 2nd Day Air or 3 Day Select.
Notify us immediately
Please call and notify us of returns within 15 business days of receipt of product. You will have 15 days from receipt to return the product. After 15 business days, we will apply a restocking fee based on the number of days you've had the product. We inspect all returned items and determine what it will cost to make them resaleable. Any damage will be deducted from the refund. Please repackage the product carefully as we must receive it in good condition to issue credit. Please review the repacking guidelines above.
Get an RMA number
If you need to send us a return or exchange, please call and get an RMA number first. This number allows us to recognize your return when it comes in and expedite your refund or exchange. Call 877-331-6766 to ask for the RMA number.
Custom Orders are not available for refund. All custom orders will require half down when the order is placed. The balance is due upon completion of the order.