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We test our products, and strive to provide excellent service. At our discretion, you may return your merchandise within 30 days of receipt. Please contact Etchworld between 9:30 a.m. &5:00 p.m. Eastern Standard time (Monday - Friday) at 800-872-3458 for return authorization. Return items must arrive sealed/unopened in new condition in the original carton(s). All return shipping arrangements and the cost are the sole responsibility of the customer. Refunds will be made after inspection of the merchandise; however, shipping and handling fees are not refundable. Returns after 30 days will be subject to approval and a 15% restocking fee.
If you discover a defect when playing a CD purchased from this site, follow directions on the back of your sales receipt to return for an exact replacement. You are responsible for shipping costs to return the CD to us. Once the CD has been inspected, a new CD will be sent with no shipping charged to you. After a CD purchased from this site has been opened, it cannot be returned for any reason other than what is outlined here.
Orders placed with us that contain "custom" or "specialty" items are not eligible for return nor will a refund be allowed. Custom items are clearly marked on their respective web pages. Since specialty items are ordered by phone, the non-return policy is noted on the invoice/packing list.
Credit Card Disputes
Before you contact your credit company to remove a charge you don't recognize on your bank statement, phone the telephone number next to the transaction to investigate the charge. Credit card disputes, known as "chargebacks" in the industry, take time and energy to get reversed. In most cases it was not a fraudulent charge; the credit card holder has simply forgotten about the charge.
We take chargebacks seriously!
If you contact your credit card company to remove a charge without calling us; or if you contact them to dispute the charges because we overrode your decision for "no signature" to "signature required"; or if you dispute the charges because you didn't want to make arrangements to sign, redirect, or pick up the package; or if you dispute the charge because someone in the household received the package and you were not made aware of it; or if you dispute the charge because we refused to take back non-returnable "custom" or "specialty" items; or if you dispute the charge because you didn't want to wait for our refund check to arrive; or if you dispute the charge on items that were returned without an authorization; we will take action to reverse the chargeback.
If our action to reverse the chargeback is successful, a bill for an administrative fee of $55 to process the chargeback reversal will be sent to you. If we are unsuccessful in our action to reverse the chargeback, we will send you a bill for the original order amount plus a $55 administrative fee.
If a package was refused and sent back to us, the original shipping cost along with the return shipping will be added to the bill. If the date of product return exceeds our 30-day Return Policy, a 15% restocking fee will also be added. In either case, if the bill is not paid to us within 30 days, it will then be turned over to a collection agency. If the bill is not paid within 30 days after you've been contacted by the collection agency, your account will be reported to all credit bureaus as a delinquent collection account. This will stay on your credit record for at least seven years.
In cases where the chargeback is clearly fraudulent and with ill intent to get merchandise without paying for it, we will file a report with your local police and sheriff's department. If the product was delivered within the US or to a Post Office Box, we will file a complaint for criminal mail fraud with the US Postmaster.
Please call us first to investigate a transaction you don't recognize before contacting your credit card company to remove the charge.
We want you to have a great experience purchasing products through our site. If for any reason, you are not satisfied with the merchandise or receive a damaged or defective product, please email us at sales@EtchWorld.com with a description of the problem. At our discretion we will try to work out the details so they are satisfactory for all parties involved.
That's it! Our store is open to anyone who is interested in purchasing products; however, shipping is presently offered only within the U.S. and Canada for online orders. Because of weight, size, risk of flammability, or aerosol packaging, some products within the store cannot be shipped to Alaska, Hawaii, or Canada; those products are clearly marked on the page.
For those living within the U.S. and Canada, make sure the correct shipping address is included on the Shipping Information page and your credit card information is included on the Billing Information page. This will assure that the product will be shipped on time and billed correctly. Some products can be shipped to a P.O. Box, but we ship to a physical address only unless other arrangements are made in advance.
Products that weigh less than a pound are shipped by USPS. Insurance, delivery confirmation, and a handling fee are added to the postage cost. Products over a pound will be shipped via Airborne, Federal Express, UPS, or USPS. The item and its actual weight will determine which shipping carrier will be used. Also, any products purchased through a drop-ship program will be shipped directly to you from the manufacturer using their shipping carrier of choice. All shipping charges include a small handling fee.
Even though most products are shipped within 2 days of order placement, please allow 7 to 14 business days for the products to arrive.
We do sell outside the U.S. and Canada—transactions are done either online or through our email at sales@Etchworld.com. If you live abroad and are interested in ordering products, please send us an email that includes your complete shipping information and the quantity of product. We will then research the most economical way to ship the product to you and send you a shipping quote by email.
This revised policy took effect as of 01/30/09.