Refunds and Returns

We understand that the legalese of our terms of service might make understanding our refund and returns policy challenging, so we’ve created this FAQ. Our process is simple. In summary, the most important things you need to know about our policy are the following:

• You have 30 days from the date of delivery to return your item.
• 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 something different, you will need to request a return, and all refund and return policies apply.
• You are responsible for return costs (except when the product received is defective, in which case we will assist in 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 prevention. Clicking on it will remove the blur!)

Where should returns be sent to?

Please mail all returns to:

1167 Berkshire Blvd. #1039
Wyomissing, PA 19610

DO NOT SEND THE PACKAGE BACK TO THE SHIPPING WAREHOUSE. If the product is opened, it should be appropriately repackaged. 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, and 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.
• It must be packaged within a box and not shipped alone for protection.

Do you accept exchanges?

We do not offer exchanges for a different product; they are considered returns. We will only exchange a product when it arrives defective or damaged as part of resolving an issue.

My order arrived damaged. What do I do?

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

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 start things for you and let you know 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?

No, returns are handled the same way regardless of the origin of the order, and under Pennsylvania and U.S. law. Please note that our return policies may offer less flexibility than local statutes mandate, and customs may be more difficult to pass due to an open box.

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

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. This provides enough time for us 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, please get in touch with us as soon as possible so we may research the issue.

What are the reasons a return or refund may be rejected?

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

• Where the product returned is not the product sold, or other potential act of fraud;
• Requesting/receiving 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.

Please note that you must correct these issues if your return or refund is rejected. This includes payment of any fees or charges we incur. We charge fees for returns only in this case, which are equal to the charges incurred.

Do you charge restocking fees?

No, since our refunds and returns policy only allows for the return of new or like-new products, a restocking fee is unnecessary (it can be resold as new).

I ordered it 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?

This is the only situation where our return policy does not apply, as Tempest sells it directly, we are an affiliate. Please get in touch with their support staff for guidance.

Why are digital products non-refundable?

Since digital products can be reproduced when purchased, we cannot offer refunds.

I have more questions. Who do I contact?

That’s okay. Our support area has much more information, and you’re always welcome to reach out and ask. We aim to answer all support queries on the same business day. Doing so is easy; click “Get Help” from any page.