REFUND AND CANCELLATION POLICY
All merchandise returned to Universal Imports FL must have been purchased within thirty days of the request, this includes defective and resalable product. Returned product must be assigned a Return Authorization (RA) number. Any shipment without an RA number on the label may be subject to refusal and no credit will be due.
Q. How do I obtain a Return Authorization number?
A. You can obtain an RA number by one of three ways. Representatives are available to process your request by calling 888-646-5010 and selecting option 2.
Fax your request to the team at 888-268-4196. Fax requests are usually processed within 48 hours.
You can also email your requests to firstname.lastname@example.org
Q. What information do I need to obtain an RA?
A. You will need the invoice number or account number and PO. If you do not have this, a search may be done using the product number and company name and account number,
Q. Am I charged a restock fee?
A. As stated in our terms and conditions, we are happy to take back product ordered in error that has been purchased within the 30 day period. However, Universal Imports FL, does assess a 15% restocking fee for this service.
Q. Once I have my RA number what do I do next?
A. All returns must be labeled with the RA number in order to insure credit. Do not write directly on the product, it must be in resalable condition or Universal Imports FL will not accept it. Reference the number on the shipping label. Product is then shipped back to any Universal Imports FL receiving warehouse facility
Q. Once I send the product back how do I get my credit?
A. The RA number will turn into the credit memo when the product is received and checked in to our return facility. This is done by adding 001 to the RA number.
Q. I am a credit card customer, is my credit applied directly to my card?
A. Yes, it will be applied back to your card. Please keep in mind the complete process takes approximately 7-10 business days.
Q. I’d like to pay my bill, where do I send my payment?
A. Where you send your payment depends on where you are located. It is best to contact the Accounts Receivable department to obtain this information. They can be reached at 954-780-5426 Option 2 customer support
Q. What else can Customer Service help me with?
A. Customer Service supports the Account Executives in the sales department. Account Representatives are available to help you with returns, warehouse errors, tracking information, and credits.
Q. I need product information; can Customer Service help me with this?
A. This is something our sales department would help you with. You may reach them by calling 1-888-646-5010 option 2.
Q. I ordered one product but got something else, what do I do now?
A. Universal Imports FL prides ourselves on having a high accuracy rate. Unfortunately, there are times when a wrong pull of an item occurs. If this happens, call customer service as you would for an RA and explain to the Representative what happened. They will need a part number or a detailed description of the product that was received in error. All errors need to be reported within five business days of receipt of goods.
Q. I received my order but some product is missing?
A. If your order is not complete and all packages have been delivered, call our customer service team to receive a pending credit number. This must be reported within five days of receiving the order. Universal Imports FL Warehouse Research team will make the determination on the shortage claim. This process takes 7-14 business days. Approved credits will be mailed to you. Denied credits are explained in a letter outlining the information that the decision was based on.
Q. Once my order is placed can I cancel it?
A. Due to the quick turnaround times in which orders are processed we cannot guarantee the cancellation of an order. We do make efforts to accommodate depending on the 3-5 days grace period when the product is shipped out.
Q. Is my order guaranteed to arrive the next day?
A. Although we don’t guarantee next day delivery, most orders do reach customers the next business day.
Q. I haven’t gotten my order and when I track it I can’t tell where it is?
A. In addition to a tracking search, a tracer needs to be started to determine where the order is and takes 8-10 business days for the carrier to resolve. This is also the process followed for miss-delivered packages and a denial of signatures. Be sure to have a contact name and phone number of where the package should have been delivered. The information is for the commercial account use only.
Q. Can I get actual copies of invoice?
A. Yes this information can be obtained by sending email to email@example.com. You will need the ship to account number, the date range, Purchase order # (PO) or the invoice # itself.
ADDENDUM TO REFUND POLICY
Clearly mark your Return Authorization number on the shipping label of your return package.
DO NOT WRITE ON THE BOX ITSELF OR THE MANUFACTURER MAY DENY THE RETURN.
- Mail your returned items to the address provided by our Customer Service & Support Department.
- The goods associated with your Return Authorization must be post-dated within 7 days of Return Authorization issuance.
- No returns will be accepted on merchandise returned over 30 days from the issuance of the Return Authorization number.
- We strongly suggest the use of a shipping method that can track packages. You are responsible for properly insuring the item(s) being returned.
- Return credit is issued only for product total and does not include shipping and/or handling charges.
- Return credit will only be issued to items returned in the same condition as sold, with original packaging, manuals, registration cards and accessories. Refund will be processed once the products have been received, inspected and tested.
- Return labels for defective or damaged items must be printed within 10 days and are valid for 25 days from date of customer receipt. If the return label is not used within the 25 day timeframe, the Return Authorization and associated refund will be canceled. You will be responsible for any costs related to the reshipment of merchandise.
- RECEIVING YOUR REFUND
Credits are typically posted to your credit card within 15-20 days after we receive the returned merchandise. This allows for 5 days of processing at our warehouse, up to 5 days of processing for our Returns Department and up to 10 days of processing by your financial institution. You can check the status of your return at any time by contacting one of our friendly Customer Service Representatives. *To expedite your refund, email your package tracking number to firstname.lastname@example.org