Our goal is for you to be completely satisfied with your purchase. This policy outlines the steps for returns, replacements, and refunds to ensure a fair and transparent process. If you have any questions, please contact us at customer-service@averagestoner.com.
Eligibility for Returns & Replacements
We accept returns or offer replacements for products that are broken, faulty, or missing upon delivery. You must notify us of any issues within 7 calendar days of the delivery date shown on your tracking information.
Lost or Stolen Packages
If your tracking information shows that your package was delivered but you have not received it, please first check with household members, neighbors, and any common areas like a mailroom or front desk.
Once a package is marked as “Delivered” by the carrier, our responsibility and that of our suppliers is considered fulfilled. We cannot be held responsible for packages that are lost or stolen after the delivery has been confirmed by the carrier’s tracking system.
However, we are here to help. Please contact us at customer-service@averagestoner.com in this situation. We will gladly provide you with all the necessary shipping information to assist you in filing a claim with the carrier or a report with local authorities for mail theft.
Incorrect Shipping Address
It is the responsibility of the customer to provide a complete and accurate shipping address at the time of purchase. Please double-check your information before finalizing your order.
If an order is returned to us by the carrier due to an incorrect or undeliverable address provided by the customer, you will be responsible for the full cost of re-shipping the item. We will contact you to arrange for payment of the new shipping fee before the order is sent out again. We are not responsible for orders that are lost or delivered to the wrong address due to customer error.
Faulty or Damaged Items
If you receive a faulty or damaged product, please follow these steps:
- First, try any official troubleshooting steps provided with the product.
- If the issue persists, send us a short video or photo clearly showing the problem.
Once we have this information, we will coordinate with our supplier to find a solution, which may include a replacement.
Change of Mind Returns
Please be aware that not all of our suppliers accept returns for a change of mind. If a return is possible, the item must be in new, unused condition with all original packaging.
If the supplier charges a restocking fee for a change of mind return, you will be responsible for this fee. The fee will be deducted from your refund amount. Please reach out to us directly to inquire about a change of mind return, and we will check with the supplier on your behalf and inform you of any applicable fees.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible. We will submit a cancellation request to our supplier. Please note that once an order has shipped, it cannot be canceled. In this case, you will be responsible for returning the item, including providing tracking and insurance for the return shipment.
Return Shipping & Refunds
- **Outbound shipping costs are non-refundable.**
- You are responsible for return shipping costs, unless the return is due to a supplier error or fault, in which case a return label will be provided.
- For all returns, we highly recommend using a **tracked and insured shipping service**. We cannot issue a refund for a return shipment that is lost in transit.
- Once your return is approved and received, we will process your refund.