Orders returned to the manufacturer due to reasons other than damage or accepted returns (such as an undeliverable address, customer refusal, missed delivery appointment, etc.) will be subject to the cost of shipping the item back to the manufacturer as well as a 20% restocking fee.
If you contact us to request a refund of any product BEFORE it has shipped to you we will refunded your full purchase amount to the card/payment method you used minus a 4% transaction-processing fee.
A warranty claim needs to be placed with the manufacturer. The manufacturer’s warranty covers defects in materials and workmanship. The warranty varies based on the manufacturer and the specific product.
Defects resulting from negligence, accidents, misuse or excessive wear and tear are not covered by the warranty. If your product is eligible for a warranty claim, we will work with you and the manufacturer to get your replacement parts repaired or replaced.
Due to the personalization of many of our products, we can only exchange products for something different (color or style) prior to it shipping.
NOTE: If a product was shipped incorrectly due to our mistake, we will gladly and promptly exchange the item for the correct one and cover your return shipping. Or we will issue a store credit.
DAMAGED (IN TRANSIT)
We ask that ALL shipments be signed for with the message ‘pending inspection’ next to your signature. This protects you and ensures you will not be liable in the rare event that you open your merchandise and discover it has been damaged in transit or is defective.
In the event your product is received damaged, we’ll be happy to promptly set up a replacement of the exact same product. Any damage to your product must be reported within 72 hours of arrival.
SMALL ITEMS & PARCEL PLUS:
We will happily provide a refund for all items shipped by parcel service. Products need to be returned unused in its original packaging.
Items designated to ship via LTL Freight on our site are subject to the following guidelines:
Items shipping via freight carrier are shipped either on a wooden pallet or enclosed in a wooden crate.
Freight Carrier deliveries are curbside deliveries only, unless a loading dock is available.
The delivery location must be acceptable for a tractor trailer delivery truck. Any limitations impeding the ability for the truck to move closer to the end location is strictly determined at the truck driver’s discretion.
Customers must be present at the time of delivery to sign delivery receipt.
Lift gate service to lower products to the ground is either optional or included, depending on each product’s detailed delivery description.
Lift gate can be added to all freight shipments for an extra charge.
24-Hour delivery notification by phone is typically given for all Freight Deliveries.
Freight deliveries are made during regular business hours, Monday-Friday, typically between the hours of 8am and 5pm.
Freight company delivery appointment is typically a 2-3 hour window of time.
Please note, NutritionPrinciples utilizes several different freight companies and individual freight company policies can vary.
If a product arrives damaged that shipped via freight carrier, the customer must note the damages on the delivery receipt prior to signing for the delivery. Signing for deliveries without making damage notations means the product arrived in good and acceptable condition. Failure to note damages upon delivery may result in a denied claim by the freight company.
If items are clearly damaged upon arrival, please refuse shipment. Customer will not be charged extra for refusing damaged freight.
Before signing for delivery, ensure the shipment box count matches the box count on the delivery receipt. If there are any shortages, the customer must note shortages before signing for delivery.
Damages must be reported to us within 3 days of receiving your product, so we are able to file a claim on the customer’s behalf.
We contract third party freight companies for freight deliveries. These third party companies do not directly represent us in any manner. We have no control over third party freight company policies or actions and in order for us to fully protect the interest of our customers, the guidelines above most be strictly followed.