RETURNS & REFUNDS POLICY

Returns & Refunds

TheEpicenter.com has a long history of providing excellent customer service and our goal is to continue this practice. Our customers are very important to us and we want you to be happy with your order. If anything you purchase from us fails to meet your expectations or if there is a problem with your order, please let us know!

  • We cannot accept returns or offer refunds on Food or Water items unless we made an error packing your order (i.e., you receive the wrong item).
    If the product is defective or the items were damaged in shipment, please refer to our Defective Product Returns or Damaged Shipments policies below.
  • We will gladly accept non-food/water product returns for any reason if returned to us in resellable condition within 15 days of the original delivery date. Returns of items after 15 days will be addressed on a case-by-case basis.
  • All returns must be in original box with original packaging materials for a full product refund (less shipping charges). The customer is responsible for return shipping charges of the product unless the product is defective or was damaged during shipment.
  • A Return Authorization is required for all product returns and refunds (see Return Authorization Instructions, below).
  • We cannot offer refunds, exchanges, or accept returns of any used, opened item.
  • Immediately report all damaged shipments directly to TheEpicenter.com by telephone at 541-684-0717 or via email (see Damaged Shipments, below).
  • Cancelled orders, refused shipments, and undeliverable orders will be refunded less any cancellation/processing fees and applicable shipping charges. See our Order Revisions, Cancellations & Undeliverable/Refused Orders policy, below.

Order Revisions, Cancellations & Undeliverable/Refused Orders

  • Order Revisions: Order revisions can be made only before the order ships.
  • Order Cancellations: Order cancellations for any reason are subject to a 3% order cancellation fee plus any shipping charges we may have incurred if the order has already shipped.
  • Refused or Undeliverable Orders: All undeliverable or refused orders will be refunded, however a 3% order processing fee and all shipping charges (including return shipping charges) will be deducted prior to issuing the refund.
  • UPS Return ShipmentUPS makes up to three delivery attempts. After the third attempt, if no alternate delivery arrangements have been made with UPS by the receiver at the delivery address, the shipment will be returned to us and therefore considered a Refused/Undeliverable order, subject to a 3% order processing fee and all shipping charges (including return shipping charges).

Defective Product Returns

Defective or damaged products that are returned to us within 30 days of the original delivery date will be fully refunded or replaced absolutely free of charge. A Return Authorization is required for all returns. See Return Authorization Instructions, below.

Damaged Shipments

We take every reasonable precaution to ensure that your products are carefully packed to avoid any damage in transit, however damages do sometimes occur. If you receive a damaged shipment:

  1. Make a note of any visible damage on the delivery receipt. Be as specific as possible as this will assist us in processing the damage claim with UPS or the freight carrier.
  2. Failure to keep all packing materials (outer/inner boxes, packing paper, peanuts, etc.) may result in a denial of claim.
  3. To report a damaged shipment, please call TheEpicenter.com at 541-684-0717. Please do not initiate a claim directly with the carrier. Failure to report a damaged shipment to us within two (2) business days may result in a delay and/or denial of claim. Note: Claims may take up to 10 business days for resolution.
  4. After we have resolved the claim with the shipping carrier, we may require return of the damaged product to authorize replacement shipment or we may issue a customer refund. If we request return of the damaged product, please refer to our Return Authorization Instructions.

Return Authorization

Before returning any item, please contact us by phone or email to get a Return Authorization Number and return shipping instructions. Every return must have a Return Authorization Number in order to be accepted.

We will need the following information to issue a Return Authorization:

  • Name
  • Email
  • Invoice Number
  • Invoice Date
  • Item Name and Quantity of product(s) being returned
  • Reason for Return

After receiving your Return Authorization Number and return shipping instructions, make sure the items are repackaged in their original boxes with original packing materials:

  1. Return the item to: TheEpicenter.com, Attn: RETURNS, 384 Wallis Street #2, Eugene, OR 97402.
  2. Write the Return Authorization Number on the box.
  3. Keep your shipping records for proof of shipment in the event of loss of returned merchandise.

Returns shipped via US Postal Service or any shipment with a value of over $100 should be insured. We are not liable for return merchandise that does not reach our Receiving Department. As soon as TheEpicenter.com is in receipt of the returned item(s):

  • We will issue a customer refund (via original payment method) less any shipping charges. Shipping costs may be refunded only on returned items we determine to be defective);
    or,
  • We will ship a replacement for returned defective/damaged items at no charge.

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