How do I return an item?
RETURNS & DAMAGES
Returns: How do I return my order?
A return authorization must be issued before returning any merchandise. A restocking charge, as well as round trip freight charges, will be charged.
All items must be in the original carton, unassembled and unused. Please note that returns cannot be made after the product has been assembled. Custom orders are non-returnable. Many products (e.g. upholstered items) are considered custom items and are non-returnable. Please call us at 800-567-9998 for details.
Returns cannot be made after 30 days.
Damages: What if my order is damaged?
Please count and examine all packages at time of delivery. If there is a shortage, please note how many cartons are short on the delivery receipt. If the cartons are damaged, please note the damage on the delivery receipt. If the cartons are severely damaged, do not accept the shipment. The customer has a right to accept partial shipments and refuse the remainder damaged units. If a carton shows appearances that contents inside may possibly be damaged, insist that it be opened right at that time, and both you and the driver should make a joint inspection of the contents. Any such concealed damage should likewise be noted on the delivery receipt and on your copy. Be sure to retain your copy. Trade West should be advised immediately.
If concealed damaged is discovered after the receipt of the merchandise, Trade West must be notified within five (5) days to enable us to replace parts or the damaged product at no cost to you. Please contact our Customer Service Dept. at 800-567-9998 to report any type of problem you encounter, and our customer-service team will assist you to resolve the problem.
If your order was damaged in shipping, Trade West will file a shipping claim on your behalf. Here is what you should do after notifying us:
Retain damaged items — not only must damaged items be held at the point where received, but the cartons and all inner packing materials must be held until an inspection is made by a carrier inspector.
Document all your correspondence in writing. If possible, please provide pictures of damaged containers as well as the contents of the containers. This documentation will enable Trade West to settle the claims faster and more efficiently.
Steps to take when carrier makes inspection of damaged items:
Have damaged items in receiving area. Make certain the damaged items have not been moved from the receiving area prior to discovery of the damage. Allow inspector to inspect damaged items, cartons, inner packing materials and freight bill. Be sure to retain your delivery receipt. It will be needed as a supporting document when claim is filed.
After the inspector fills out inspection report, carefully read it before signing. If you do not agree with any facts or conclusions made by the inspector on the report, do not sign it. Unless repairs will be completely satisfactory, be sure the inspector requests replacement on the inspection report.
Forward your copy of the inspection report and delivery receipt to Trade West and a freight claim will be filed on your behalf. Should you choose to do so, you may file your own claim. Trade West will take no responsibility should your claim be declined.
Steps to take after inspection has been made:
The damaged merchandise must be held in original cartons. Trade West will advise you of the disposition of the damaged unit when the claim is settled. The customer must make the product available for salvage pick up.