- Shipping & Returns
Shipping & Returns
All returns require authorization via RMA# (Return Merchandise Authorization). No returns will be accepted without RMA#
i. To obtain an RMA#, please e-mail the following information to email@example.com or fill up the form at Contact Us.
1. Your name, e-mail address and contact phone number
2. Order number
3. Date ordered
4. Shipment date received
5. Item(s) and quantity you wish to return
6. Reason for return
Custom Orders are non-cancellable
Close-out items are non-returnable
A. You have 7 days from the receipt of goods to report damaged, defective, missing or wrong items shipped due to error on our part.
i. We will provide a return label for you to return the product
ii. Alternatively, we may also instruct you to simply discard the product directly
B. You have 7 days from the receipt of goods to report unwanted items, changed mind items, or wrong items shipped due to error on your part.
i. Return shipping is your responsibility and must be prepaid
ii. A 15% restocking fee will be billed on all returns
C. Items to be returned must be 100% intact, in the original packaging with all components, manuals, and/or accessories. If a product is being returned as new, but has clearly been used or damaged prior to its return, we reserve the right to charge a fee or refuse refund completely
D. Once returns are received and passes inspection, credit memo will be issued for credit, less any restocking or damage fees.
If you need to return an item, please provide information that requested above for inquiry RMA#. We will respond quickly with instructions for how to return items from your order. Failure to provide information above will delay the processing of your return.
All orders will be shipped via UPS Ground, unless otherwise requested and authorized by us. However, some of our products are too large to ship by standard methods and must be shipped via freight/truck.
Truck - General Information and Customer's Responsibilities
The customer must be present for the truck’s delivery time to receive the order. If the customer is not present to receive the truck shipment, this may result in additional charges for re-delivery, storage, or return shipment. The customer will be responsible for any charges from a missed or failed delivery.
Products that ship via truck/freight are generally large and heavy items. Therefore, please ensure that all doors and pathways are large enough for your product. The customer is responsible for any charges or fees that might be incurred for products that do not fit through doors or pathways. These charges may include initial and/or re-delivery charges, storage fees, or return shipping.
Our products are packed securely to protect our product, however, it is still possible for products to be damaged during shipping. Before signing any receiving document or allowing the truck driver to leave, please check for any possible product damage. If you find any suspected damage, please note the details on the carrier’s Proof of Delivery (POD) or Delivery Receipt and take pictures of any damage to the crate or packaging materials as proof. Open and inspect all packages for damage immediately upon delivery. If you find the product to be damaged after you uncrated/unpacked the product, please keep all the packaging material and contact Omnizone within 5 business days to resolve the situation. Due to the limited time frame for Omnizone to file a claim for shipping damage, any damage not reported within Five (5) business days of delivery becomes the responsibility of the customer. Any damage that occurs after the shipment is delivered is the responsibility of the customer.
For products that ship via truck/freight, a raised loading dock is required at the delivery location. We do offer options for locations that do not have a loading dock such as Lift Gate delivery ($50 additional service fees) and Special Service delivery ($75 additional service fees).
Commercial Dock to Dock Truck Delivery
Dock to dock delivery is a standard truck or freight delivery. A raised loading dock is required at the delivery location. A forklift or pallet jack should be available for unloading the order. It is the customer’s responsibility for uncrating/unpacking and debris removal.
Lift Gate Truck Delivery
If the location does not have a raised loading dock, we do offer lift gate truck delivery with an additional $50 service charge for lowering the pallet/crate to ground level outside the building. This option is suitable for customers that have the manpower to transfer the product indoor. It is the customer’s responsibility for uncrating/unpacking and debris removal.
Special Service Truck Delivery
This delivery is recommended for customers that do not have a raised loading dock and require additional assistance to bring the product indoors. We offer special service delivery with an additional $75 service charge. The freight carrier will move the merchandise inside the nearest door that does not require stairs. It is the customer’s responsibility for uncrating/unpacking and debris removal.