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20% restocking fees on virtually everything
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Be careful to make sure that you really want/like the item that you order at as every item appears to have at least a 20% restocking fee.
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jktshff1 on 12/27/2007:
And??? At least you read the fine print before you bought..didn't you.
geoffschultz on 12/27/2007:
Here's what the fine print was that I read. I missed the part about the 20% restocking fee. Would you have found it?


Customer satisfaction is our top priority and we want you to be completely satisfied with your purchase. We have set specific guidelines to ensure a quick and hassle-free return and exchange process. We have a fully staffed team of experts who can walk you step by step through this process.

PLEASE INSPECT YOUR ORDER IMMEDIATELY UPON ARRIVAL. DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE PRODUCT YOU HAVE RECEIVED. If your product was shipped to you by freight carrier (I.e., Eagle Global Logistics, Roadway) please inspect the product for visible damage before the carrier leaves. Please make any notations on the Bill of Lading (delivery receipt).

If you are not satisfied with your purchase, you can return or exchange the product within 30 days of receipt as long as the product is returned in new, unused, and resalable condition inside its original packaging. As a convenience, orders placed between November 1st and December 25th will have the return guarantee extended to January 31st.

All products properly returned under this policy are eligible for a refund, which may include an in-store credit or credit to the original method of payment. We will credit you for the total purchase price, upon receipt of the product, less any applicable restocking fees. A restocking charge may apply to specifically noted products. Certain orders cannot be returned due to their uniqueness and/or personalization to your specific request. Please click on the Return & Exchange link on the page of the product you ordered to determine the exact restocking fee. Additional fees may apply if not returned in original packaging. Return shipping costs will be at the customer's expense. Some of our products are offered with free shipping, so please note if you return a product that has free shipping our actual outbound shipping costs will be deducted from your return refund. Returns will be inspected prior to issuing credit. Please keep in mind, credit card companies vary in the time they take to post credits.

If you are returning a product that was originally purchased with a gift certificate, you will receive an in-store credit as your refund. If you are returning a product that was given to you as a gift, you will receive an in-store credit as your refund. The in-store credit can be used on any of our online stores accessible at

Please contact customer service at 1-866-577-3529 or email us for further instructions on your return and to receive an RMA (Return Merchandise Authorization) number. In the unlikely event that your order is incorrect, missing parts, damaged or defective, please call us within 30 days and we will send you the correct product, replacement product, or replacement parts at no cost to you. Our customer service hours are Mon-Fri 8:00 AM to 10:00 PM ET.
jktshff1 on 12/28/2007:
I take the time to read most of the "store policies" where I do business. Seeing as how that was the longest paragraph and was well written I believe I would have.
geoffschultz on 12/28/2007:
Please re-read what I posted. Specifically:

"A restocking charge may apply to specifically noted products. Certain orders cannot be returned due to their uniqueness and/or personalization to your specific request."

I hardly expected EVERY product to have a 20% restocking fee based upon the above paragraph. None of the products are "specifically noted." You have to find this information by clicking another link.

My purpose is to point out that this company has very high restocking fees and people need to be aware of it. You seem to be defending their practice. Had I realized that this was standard operating practice for them, I wouldn't have done business with them.

-- Geoff
jktshff1 on 12/28/2007:
Thanks for the reply, no, not defending their policy, that's their business. Pointing out that when making a purchase, there needs to be a clear understanding of the retailer's policy you are dealing with.
Just curious, why did you send something back? That may clear things up a little.
heaven17 on 12/28/2007:
I imagine this restocking fee policy is to discourage people from making excessive returns. Perhaps they've had a lot of customers change their minds due to buyer's remorse or the customer bought the birdbath for a special occasion with the intent of returning it immediately after (essentially renting it).
But they should be a bit more clear on their fees and what it applies to, surely.
Anonymous on 12/28/2007:
heaven17 has the best answer on this one and I'm not just saying that cause he's a buddy of mine.
geoffschultz on 12/28/2007:
In this case it was a 150 watt birdbath heater which keeps the birdbath from freezing in the winter. We decided that keeping this running during the winter wasn't a "green" thing to do as there's a creek nearby.

I didn't suspect that a birdbath heater would qualify as unique nor was there anything that was specifically noted on the description. The heater was $45, so the restocking fee is $9. Add that to all of the shipping and I'm almost at 50% of the cost of the unit.

What surprised me was that I found that there's a 20% restocking fee on every item that I looked at. We're talking bird feeders, etc and you only find that by clicking on their returns policy link. I'm not saying that what they're doing is wrong, I just think that they should make it more apparent. As usual, let the buyer beware, and I wasn't. I also didn't think that we'd return it...

-- Geoff
Anonymous on 12/28/2007:
Good post, thank you - I will be aware of that fee now.
jktshff1 on 12/28/2007:
Thanks, good posts....
geoffschultz on 02/27/2008:
To add to this continuing saga, I returned the bird bath heater at the end of January. To date I haven't received a refund. They request that you ship the item back to them via a carrier who provides a tracking number. Unfortunately that increased the shipping to about $12 instead of $8 with parcel post. Since this was only a $45 item, $12 shipping + $9 restocking meant that I was almost at 50% of the item's cost. My fiance often buys clothing on-line and returns items via parcel post, and we've had no problems with that, so we chose the parcel post route.

They claim that they never received the item, and I suppose that there always is that possibility. However, when I see a company that requests that you return items via a traceable carrier, it implies to me that their receiving department does a terrible job of tracking returns. I suspect that this is a garage shop operation who has no quality control built into their shipping & receiving.

-- Geoff
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