More about Returns

Q: Is the return address a US address?
A: Yes

Q: How do I know if an item is eligible for a return?
A: 
Items eligible for return must be within the accepted return date (30 days) and in the same condition that it was delivered to you.             

 

Q: How many days from my order can I return an item?
A: 
We give you 30 days to make up your mind on your purchase. Most items can be returned anytime up to 30 days of the delivery date of the item being returned.

 

Q: What if my order was damaged or there was missing items?
A: 
If you received your merchandise in damaged condition, or items are missing please contact us as soon as possible to report the problem.

 

Q: How do I initiate a return?
A: 
To initiate a return: Email us your order number here. Assuming your order is eligible for a return, indicate the reason that best describes your reason for return along with how you would like to ship it back to us. Your return will be processed immediately afterwards.

 

Q: Do I need a return authorization number?
A: 
Yes, all returns must have a valid return authorization number in order to be credited. The return authorization number will be sent to you once you initiate a valid return on a recently purchased order. If your item is eligible for a return, we will send the return authorization to you once you initiate a return. 

 

Q: What do I do with the return authorization number?
A: 
In order to expedite your return, your return authorization number should be clearly written on the shipping label or package of the item being returned.

 

Q: How long does it normally take to process the refund?
A: 
We process the refund within 1-3 business days of receiving your return.

 

Q: Where do you send the refund?
A: 
All refunds are sent through the payment method you used on the order.

 

Q: Who is responsible for return shipping?
A: 
The return shipping fees are the responsibility of the customer unless the received item was damaged.

 

Q: How is the price of the return label determined?
A:
The price of a return label depends on the size, product weight, distance to travel, and dimensions of the product being returned.

 

Q: What if I would like to use my own return packaging?
A:
When initiating a return, make sure to enter "Use your own shipping" and you will not be charged any additional shipping.

 

Q: What if I need to exchange the item for a different item?
A:
If you need to exchange your item, we ask that you place a new order for the desired item. Meanwhile your original order must be returned.

 

Q:  How do I return more than one item in an order?
A:
Each item has to be processed one at a time. If you would like to return multiple items from one order, go through the process of requesting a return for each item you would like to return mentioned above. Each product sent back to us will require a unique Return Authorization Number. For expedited processing, please make sure that you address the items consistently.

 

Q: When do I pay for the return label?
A: 
In order to make it easier for our customers, the amount of the return label you select will be deducted from your returned value amount as a restocking fee. You will see the amount that will be deducted at time of the return. For your convenience, you will not have to enter your payment information again.

 

Q: How long is the return label purchased on your site good for?
A: 
Each UPS return label is good for 30 days.

 

Q: Do I have to drop the returned item off at a UPS drop off location?
A: 
If you purchase a label from us, you will be required to drop the item off at a UPS drop off location. 

If you do not want to drop off your item, you are given an option in the email that is sent to you, to schedule a pickup with UPS. Please note, there is an additional fee associated with this service and you will have to pay for it directly through the UPS website.

 

Q: How do I find a UPS drop off location?
A: 
Search for UPS locations near you by going to UPS.com.

 

Q: What if I didn't receive my return shipping label from UPS via Email.
A: 
Emails sometimes get lost or blocked by ISPs, so please check your spam and trash folder. If you still can't find it, please give our customer service a call and we can get you the appropriate return information or put in a new return shipment request with UPS.

 

Q: I am returning an item from outside the United States, can I still purchase a return label from the website?
A: 
Unfortunately no. Return labels are currently available for most domestic orders within the United States. You will still be able to return it back to us using your own shipping method.

 

Q: What if I still have a question you didn't answer?
A: 
We are here to help. Contact our customer service team at 1-800-990-3460 or email us at info@universerugs.com.

 

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