Refunds and Returns

Updated May 26, 2025

Our process is simple. In summary, the most important things you need to know about our policy are the following:

• Orders may be canceled at any time before shipment. However, once an order ships, it cannot be canceled, and you must schedule a return.
• You have 30 days from the date of delivery to return your item in new or unused condition. You don’t have to have a specific reason, although if you do, we’d appreciate it if you shared it with us so that we can improve in the future.
• Any item must be in unopened or like-new condition to qualify for a full refund.
• Exchanges are only offered for defective and damaged deliveries. If you would like to return an item after receiving your order, please request a return, and all applicable refund and return policies will be applied.
• You are responsible for return costs, except when the product received is defective, in which case we will assist with a replacement at no cost to you.
• Digital products are nonrefundable and non-returnable.
• Allow seven calendar days after we receive the return for your refund to be processed.

Support e-mail:
he**@*************er.com
(Our security plugin obscures emails for spam bot prevention. Clicking on it removes the blur.)

Our customer service is available at any time, with responses typically provided on the same business day if received before 6:00 p.m. ET.

Returns

Do you have questions about how to start a return, where to send it, or how our process works? Read on.

Where should returns be sent to?

If within 30 days of purchase, after receiving approval for the return, unless otherwise directed, please mail your return to:

1167 Berkshire Blvd. #1039
Wyomissing, PA 19610 United States

We kindly request that you use the above address for any returns, as it provides us with a secure method to handle returns if we are not immediately available to accept delivery.

Our physical address can also serve as a return point for local customers or for processing complex returns. In-person hours are by appointment only; please let us know if you prefer to return in person or are making a significant return. This helps us ensure returns are secure and adequately checked in, preventing delays.

100 Intervilla Ave (Rear)
West Lawn, PA 19609
Mapping apps will take you to the home in the front. Our warehouse is located in the rear building on Noble Street heading west. See the Street View photo below. It is the gray building between the two houses. Parking is typically available in front of the building and the home along Noble.

Any item purchased from us should be returned to our return address, unless you are returning in person, or other arrangements are made that both parties agree to. If the product is opened, it should be repackaged appropriately. For your peace of mind, we strongly recommend purchasing insurance in case of loss in transit.

We cannot be held responsible for damage or loss in transit. Any damage or loss must be rectified before a refund is approved.

Any return must have the following:

• A valid return address (no PO Boxes)
• A return authorization number. We’ll provide this during the process. Placing documentation inside the box is optional.
• The product must be packaged within the box it was delivered in or another appropriately sized box for protection.

What is your return process?

You request a return via support. Please take pictures and videos if the return request is due to damage or defects. Doing so speeds up our side of the return process, as we can often prepare for the return and share this information with our suppliers.

We review your request, ensure you provided a valid return address, may ask questions for clarification, and assign a return authorization number. At this point, your return is approved.

We highly recommend returning your item in the same box. If you’ve disposed of that box, your return must be packaged in an appropriately sized box. For high-value items, we strongly recommend purchasing insurance from your selected carrier.

Please share the tracking number with us as soon as you receive it.

When we receive your return, depending on its nature, we may follow some or all of the following steps:

• Verify the damage or malfunction
• Contact the manufacturer
• Research the issue reported
• Ask further questions for clarification
• Initiate an exchange with the manufacturer/distributor

This process may take up to 7 calendar days.

We may have additional questions during the process. After our review is completed, we email you a decision. If approved, the refund process begins. If the request is rejected for any reason other than fraud, you can appeal the decision once.

Please note that to appeal a decision, you must be able to dispute a specific finding with evidence. Rejections occur only for the most serious infractions of this policy, and the questions we ask during the process are intended to prevent such rejections.

Please keep reading for more detailed explanations of this process and our policy.

How do I start a return?

Starting a return is easy. Click “Get Help” from any page to start a support ticket, or “Support” in the main menu. Provide your order number, a brief description of the issue, and photos if necessary. We’ll initiate the process for you and notify you when the return is approved.

(You can also open a support ticket within My Account by visiting the Support Tickets tab.)

I live outside the US. Is there anything different I should know?

Returns are handled the same way regardless of origin, with disputes handled under Pennsylvania and U.S. law. Please note that our return policies may offer less flexibility than your local statutes permit, and customs may be more challenging to navigate due to an open box, which may delay your refund beyond our typical seven-day policy for domestic refunds.

As customs laws vary from country to country, we cannot provide specific guidance on what your country may require.

We highly recommend contacting us with any questions before ordering, so you can ensure that what you’re ordering is exactly what you need. As you’d guess, the logistics of international returns aren’t as straightforward as a domestic one.

I ordered and it’s on its way, but I want to cancel.

Cancellation of orders before shipment is done immediately, with no reason necessary. Once an order has shipped, it can no longer be cancelled, and our refunds and returns policy takes effect.

I want to return my Tempest. Who do I contact?

Tempest is sold directly by WeatherFlow; we are an affiliate. For guidance, please contact their support staff.

Do you accept exchanges?

We do not offer exchanges for a different product; they are considered returns under our policy. We will only “exchange” a product when it arrives defective or damaged to resolve an issue.

Defective and Damaged Deliveries

What to do if this happens, and how we’ll fix it.

My order arrived damaged or defective. What do I do?

The most important thing to do is to take pictures when you discover the damage. A valid damage claim must be made within 24 hours of delivery. Next, contact support immediately to initiate a replacement order.

Replacing the defective or damaged part may be faster due to the manufacturer’s stock. We will always provide you with the options and allow you to select the desired resolution.

What if I am on vacation when the order arrives?

The only exception we make for damage claims is when a customer can provide proof that they were unable to receive the delivery within the 24-hour window. We kindly request that you refrain from sending any documents with banking information on them. However, a reservation confirmation, a letter from a conference, or similar materials are more than sufficient.

This is the only time we request proof, except for a return receipt or photos/video of damage or defects. We do this to prevent and deter fraud.

Refunds

More about our refund policies and procedures.

How long does it take to process refunds?

While we aim to process refunds as quickly as possible, please allow up to one calendar week for our processing and for the refund to complete once the return is received.

International refunds are processed in the same manner as domestic refunds, but may take longer due to bank processing times. We suggest contacting your bank or card issuer for guidance on when to expect international refunds from a US e-commerce retailer. If it helps, we use Stripe as our processor.

The one-week waiting period allows us sufficient time to receive the return, address any remaining issues, and for your card to process the refund. If you do not receive your refund within one week of delivery to our warehouse and your delivery location is within the United States, please get in touch with us as soon as possible so we can investigate the issue.

For what reasons could a return or refund be rejected?

Rejection of refunds or returns is extremely rare, but there are situations where we reserve the right to refuse a refund and/or return request:

• Where the product returned is not the product sold, or other potential act of fraud;
• Requesting/receiving multiple returns or refunds that could be considered excessive or suspicious;
• Where the product shows signs of use or wear;
• Any customized orders (i.e., customized apparel, etc); and
• Any unauthorized return.

You are responsible for correcting these issues if your return or refund is rejected. This includes repaying any fees or charges we incur for a rejected return or refund.

We have a zero tolerance policy for fraud. Suspected fraudulent transactions may be reported to the appropriate authorities for further investigation.

Do you charge restocking fees?

No, since our refunds and returns policy only allows for the return of new, defective, or unused products, a restocking fee is unnecessary; the product can be resold as new or returned to the manufacturer for full reimbursement.

What situations may result in a partial refund?

A full refund is provided in nearly all cases, as we don’t charge restocking fees. However, there are rare situations where a partial refund may be offered. The most common reasons for this are:

• The product arrived damaged in transit, and the customer did not purchase insurance with the carrier. A full refund is provided if damage occurs, and after we can successfully file a claim. Packaging a return properly dramatically reduces the risk of damage.
• The customer had a previously rejected refund or return for the same order. Any fees and costs we absorbed for the rejected return will be subtracted from the refund amount.
• Misrepresentation (product is non-operational when reported as operational, etc.). Accurately and truthfully describing your return reason or damage claim is essential. Not only may this result in a partial refund, but it may constitute return fraud. We deny refunds and returns for “misrepresentation” only when evidence indicates that an order, return, or refund could be fraudulent.

The amount withheld can vary. Generally, it is the costs we incur. However, we withhold a minimum of 10% of the product’s purchase value for misrepresentation or damage issues, as the product can no longer be sold as new, was functional when sold, and for repair costs and other losses.

We reserve the right to offer partial refunds for reasons other than those listed here. If we do so, we will specify the circumstances that caused us to make such a decision and our reasoning.

Why are digital products non-refundable?

Since digital products can be reproduced immediately after purchase, we do not offer refunds.

What happens if I dispute a charge?

While we understand your frustration during an issue, disputing a charge should be considered a last resort. When a dispute is denied, the card issuer’s decision is final. Additionally, the dispute can take up to 30 days to process, which may delay any refund due since your card issuer now handles it.

We will only communicate with your card issuer during a dispute for legal reasons. Your card issuer will answer any questions about the dispute’s status. We will not have additional information beyond what your card issuer shared.

However, we will make all attempts to reach an equitable resolution to prevent a dispute. You can appeal if you disagree with our decision to reject your return or refund. You can not, however, with a dispute.

I have more questions. Who do I contact?

Our support area has much more information; you’re always welcome to ask. We aim to answer all support queries on the same business day. Doing so is easy; click “Get Help” from any page. Our customer service is available at any time with responses on the same business day if received before 6 pm ET.