Return and Exchange Instructions

A RMA number should always be requested prior to returning an item for refund or defective item for exchange. All return requests must be submitted within 14 days of delivery date.

• Complete RMA request form. You will need to provide order number, SKU number of the item, item description, and reason for return. Once the form is filled out and submitted, the RMA request is usually responded to within one business day.
• You will be emailed your RMA number if your return or exchange request has been approved. Items must be returned within 5 business days of RMA issue date.
• Pack the item securely in the original packing material. All returns must be accompanied by a copy of the invoice. Write your RMA number on the outside of the shipping box.
• All returns must be shipped pre-paid by customer. Please use carriers (i.e UPS, USPS, DHL or FedEx.) that offer delivery notification. Please be sure to insure the package for full value of the merchandise.
• You will receive an email notification as soon as the return has been processed.

Receiving an RMA number does not guarantee that the return/exchange has been completed. All returns/exchanges are subject to a final inspection.

Address for Returns to:

Grant Supplies
ATT: Customer Return Care
630 Huyler Street
South Hackensack, NJ 07606
Phone: 1-888-884-0911
Fax: 1-201-994-0003

Non-Defective Returns

"Non-defective" item means ;

• Any item that is changed or cancelled after it has already shipped, or partially shipped, regardless of whether the delivery is refused.
• Any item that has not been opened.
• Any item that customer refused delivery, except shipping damage

Non-defective items returns are subject to a Restocking fee of $5.00 per item or 15% per order, whichever is greater, except in cases of a shipping error, a manufacturer defect, or shipping damage. However, the restocking fee may be waived if you place a replacement order of equal or greater value at our online store at the time of return, not necessarily for the same item.

For exchanges of items, a new order must be placed before receiving your non-defective returns. We will issue refund after receiving non-defective returns.

Any return that is damaged, misused, or altered in any way from its original condition will not be accepted.

Shipping for non-defective items is at the customer's expense, and will not be reimbursed. Shipping insurance is strongly recommended.

Shipping and Handling charges on returns are not refundable.

Any shipment that is refused or undeliverable will be assessed a 15% restocking fee plus return shipping cost.

Defective Returns and Wrong Items Shipped

• "Defective" items mean that the items have an originally manufactured flaw. The flaw existed before shipping and was not created in transit.
• Contact us to report defective items or wrong items shipped and request an RMA number within the first 14 days of delivery.
• Defective items or wrong items shipped can only be exchanged for the same non-defective item. Refunds are not provided.
• After the 14 day return period, products will be covered by the manufacturer's warranty as applicable. Please review the manufacturer information you receive with your new product to learn more about the manufacturer warranty.
• Return shipping for defective items and wrong items shipped must initially be prepaid by the customer.
• Upon inspection, if the item is deemed defective and wrong item shipped, your return shipping cost will be credited back to the same form as the original order payment method.
• Mr. Supply only credits UPS ground shipping so if expedited services are used the customer is liable for any corresponding charges.
• If the item is found in normal condition or damages are a result of the customer's improper use or mishandling, the item is considered non-defective. For non-defective items, the RMA will be canceled and the item will be shipped back to the customer at the customer's expense.

Shipping Damage and Claims

If item arrives damaged, it is always best to refuse delivery because shipping damage is a "Non-Warranty" issue for the item itself. However, if you receive an item that is damaged as a result of shipping, please contact us by e-mail or phone within 3 business days of delivery.

When submitting a shipping damage claim, digital photos may be required to document damage to the shipping container and/or product.

We can file a damage report with the shipping company and make arrangements to resolve the damage.

Refunds

• All refunds will be issued in the form of payment originally used to pay for the order.
• To qualify for a refund, our Return Conditions and Return and Exchange Instructions must be followed.

Refunds are not issued before the merchandise has been received, evaluated and processed by our Customer Return Care Department. Please allow approximately 5 business days for your return to be processed once it has arrived at the warehouse.

Return Conditions

Items must be returned in NEW (unused, untested, and 100% resalable) condition.

Items must be in its original manufacturer packaging, with all contents of the original package such as literatures and accessories (if applicable).

Items must be returned within 5 business days of the RMA issue date.

Items must be returned with RMA number and a copy of original receipt.

Any return that has not followed the Return Conditions and the Return/Change instructions may be declined and returned to customer at customer's cost or will be subject to an additional fee to cover the price of the original new condition. Due to manufacturers' policies, Grant Supplies cannot accept returns of some items for exchange, replacement or credit for any reason.

Special order merchandise and/or custom orders can not be returned. No cancellations, returns, refunds or credits are allowed.

Customer Support

Please contact our trained team of Return Specialists should you have further questions.

Customer service at 1-888-884-0911
e-mail at support@mrsupply.com

Our business hours are from 7am to 5pm EST Monday through Friday and 7am to 12pm on Saturday.