About Returns and Exchanges:
What is your return policy?We understand that sometimes an item needs to be returned. Should it be necessary for you to return an item, you may return it for an exchange or a refund, excluding shipping charges, subject to the following conditions.
Personalized or custom items are not returnable, i.e., invitations or cards imprinted with your servicemember's name, unless we have made an error in the custom printing, or other personalized or customized products. This includes all personalized or customized Christmas ornaments. (If we print or produce what you have provided and your information was incorrect, that is not our error. If we print custom invitations as you approved them, it is also not our error. If we misprint or incorrectly produce what you spelled correctly, however, that is our error.)
Returns of bulk orders, if permissible, are subject to a restocking fee. The fee depends on the product involved and whether it came from our existing inventory or we filled your bulk order with new inventory. In no case shall the fee exceed 30%. Bulk orders involving personalization or custom work, however, are not returnable except as provided above for misprinting. Also, bulk orders of gift items filled after placing a special order with a supplier on your behalf are not returnable. Please see additional information about Bulk Orders.
All other items are returnable if they are in salable condition. We will not accept for return any stationery items that have been written on, for example, or a bible which you have already inscribed to someone. Also, items that are damaged during shipping to you for which you did not obtain insurance are not returnable because the items are not in salable condition. Insuring fragile items at the time of sale, such as Christmas ornaments or glass products, is solely your responsibility.
Before you attempt to return any merchandise, you must contact us. within seven (7) calendar days of receiving your order for a return merchandise authorization number (RMA#) and the item must be returned to us within fourteen (14) calendar days of our issuance of your RMA#. In your message, provide
your order number,
the product code(s) or description of the item(s) to be returned,
your name, address, email address, and phone number,
the specific reason for your return, and
whether you seek a refund or exchange (we do not issue store credits). If you want an exchange, we will pay the shipping costs of sending the exchanged item(s) to you.
Once you receive your RMA#, write it on a copy of the invoice or packing slip, place it in the box, write the RMA# on the outside of the box, and ship the items to us pre-paid.
Items must be shipped to us pre-paid. We will not accept return merchandise shipped C.O.D. Also, we are not responsible for lost or damaged packages that you attempt to return. So, for your protection, please insure the package and ship it via a traceable method.
Please allow ten (10) days from our receipt of your returned merchandise to process your refund. Refunds are made in the same manner as your payment. So, if you paid by credit card we will credit your card.
If you order additional merchandise along with a return or exchange request, you will be charged shipping to cover shipping the additional merchandise even if the additional item(s) is shipped with the item(s) on exchange.
No returns will be accepted without an RMA#. No refunds or exchanges will be made after 14 days of our issuance of your RMA#. If any of the above conditions are not met, cards4heroes.com, LLC, reserves the right either to refuse the return or to charge a restocking fee of up to 25%. We may waive any or all of these requirements at our discretion. Generally, we will do so if we made an error in your order, i.e., if we shipped you the wrong product.
Refusing a shipment is not effective to request a cancellation or to request a return and refund. If we have filled an order you have placed and shipped it to you but you refuse the shipment, you must Contact Us for instructions. When we receive the package we will send one (1) email to you and it will be the only notice you receive regarding disposition of your order. In that email we will give you the option to have us ship your order again or process a refund. If you want us to ship your order again, then you must pay for the additional shipping charges and provide a correct shipping address. If you prefer a return and credit, you will be credited only for the price of the merchandise as we had already shipped your order to you and you refused to accept it. You must respond promptly to our email notice. Failure to respond within 10 days will be considered abandonment of your merchandise and we will donate it to a local military related charitable organization. By placing an order with us, you are agreeing to these terms.