We accept all returns in undamaged and uninstalled condition within 30 days of the original order date. Beyond this date we would recommend you resell the item on a third party marketplace like eBay or craigslist.
Owners who install the unit have 10 business days from the time of receiving the said item to initiate a return. If not returned within 45 days from the original purchase date, we are not obliged to accept your return.
We warranty all of our units for 1 year from time of purchase. At our discretion we will replace or repair partial units after the warranty period. Beyond the warranty period the purchaser is responsible for shipping charges both directions.
We do not offer any refunds on shipping for returns.
If you wish to return the product you will be responsible for shipping costs back to Chico, California 95973. For return shipping information, you may use the from address on the package in Chico, CA or contact us for the complete address if you do not have the original packaging and labeling. We recommend putting some insurance on the parcel due to damage or theft in-transit from your carrier. Many times we have received returned packages with no unit inside the package as it was not properly taped up. The unit and it's contents must be complete for us to issue a return.
If the unit is being returned due to a technical issue or warranty, we will generally issue a pre-paid return label if you are within the US as shopify will allow us to initiate pre-paid returns via USPS within the domestic USA. For other countries outside of the US, you will be responsible for shipping the unit back to us even within the warranty period. We will ship back out at our expense internationally.
Initiating a Return
If you wish to initiate a return, you should e-mail us at email@example.com with your order# to return the product within 30 days of purchase. In the subject line please write 'return for order number 12345' where 12345 is your order number.
1. Send an e-mail to firstname.lastname@example.org with the order# in the subject line to initiate the return. In the body of the message please give a brief explanation to return, refund or exchange.
2. Place your unit in a 6x9 or similar sized bubble mailer which is adequately taped up with packing tape.
3. Ship the parcel to the correct address in Chico, CA 95973 as listed on the original packaging. If you need the correct mailing address, please ask for this in the initial return e-mail.
If your parcel has gone missing, please contact us about shipping out another unit after 10 business days of the package being late. We consider a parcel lost in the mail once it has been stuck in-transit for more than 10 business days in the domestic US. For foreign orders, you should allow for up to 40-45 days before considering the package lost. If the post office shows the parcel delivered based on the original tracking number, they will not honor any shipping claim. You should check with neighbors, your front porch or if one of your family members picked up the package. Every shipment has $100 worth of insurance through USPS for ground advantage shipping or Priority Mail.
We recommend you reach out to us on a return before attempting to initiate a chargeback. For product returns it may take up to 5 business days beyond the reception date to issue a refund. To find the reception date you should have a tracking# or similar. In some cases returned items get held for pickup at the local post office which will delay how quickly your return will be processed as it will require someone visiting that location to pickup the parcel after receiving a pickup slip.
We always recommend you put the item in a 6x9 bubble mailer to return. Larger boxes may not fit in the box we utilize and will delay your refund. E-mail also generally can take 48-72 hours for a response due to weekends. At this time we only have one employee responding to e-mails. If they are sick or on vacation, these response times will be increased.
If you decide to initiate a chargeback without reaching out to us for a return, some customers think this is easier to deal with than returning the product, you may be liable for added fees to charged to us initiated by your banking institution if you have not abided by our return policy.