Refund policy

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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 are unable to accept general returns on any food or water items. These are perishable items and cannot be resold after a return. We have established this policy for your safety and peace of mind.
However, if we made an error packing your order (i.e., you receive the wrong item), please Contact Us, right away and we'll do everything we can to make it right for you. If the product is defective or if 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. General returns of items after 15 days will be addressed on a case-by-case basis.
All eligible returns must be in original box with original packaging materials for a full product refund (less shipping charges and a 15% restocking fee). 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 15% order cancellation fee plus any shipping charges we may have incurred if the order has already shipped or marked ready for pick up.
Refused or Undeliverable Orders: All undeliverable or refused orders will be refunded, however a 15% order processing fee and all shipping charges (including return shipping charges) will be deducted prior to issuing the refund.

UPS 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.

US Postal Service Return Shipments: After approximately seven (7) days, the US Postal Service will return any undelivered packages with a valid customer delivery address, which will then be considered a Refused/Undeliverable order.

Incorrect Shipping Addresses

If not corrected prior to shipment, orders submitted with an incorrect or undeliverable shipping address will result in 1) Address Correction Fee(s), 2) Return Shipping Charges, and/or 3) a Non-Refundable Order.

UPS Shipments: If the order has not yet been delivered, we may be able to redirect shipment to the correct shipping address, but will there will be an Address Correction Fee for each package in the shipment.
US Postal Service Shipments: If the order has shipped with an incorrect shipping address received with the order, the order will be 100% non-refundable.

Defective Product Returns

Defective or damaged products that are reported to us within 15 days of order receipt and are returned to us within 30 days of the original delivery date will be fully refunded or replaced.

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:

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.
Failure to keep all packing materials (outer/inner boxes, packing paper, peanuts, etc.) may result in a denial of claim.
To report a damaged shipment, please Contact Us. Please do not initiate a claim directly with the carrier. Failure to report a damaged shipment to us within five (5) business days of the delivery of your order may result in a delay and/or denial of the claim. If your order was delivered by UPS, the shipping carrier may request an inspection of damaged shipment. It's important to keep ALL items and shipping materials until the claim is resolved. Note: Claims may take up to 10 business days for resolution.
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 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:

Customer Name
Email
Invoice or Order Number)
Invoice or Order Date)
Product's 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:

Return the item to: TheEpicenter.com, Attn: RETURNS, 384 Wallis Street #2, Eugene, OR 97402.
Write the Return Authorization Number on the box (or include as reference on the shipping label).
Keep your shipping records for proof of return shipment in the event of loss of returned merchandise.

We highly recommend 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 (and a restocking fee on general returns). Shipping costs may be refunded only on returned items we determine to be defective);
or,
Whenever possible, we will ship a replacement for returned defective/damaged items at no charge.