POLICIES

You must have your receipt in order to make any warranty claims or returns. Your receipt is the packing slip that comes with your shipment. The rules concerning returns are as follows:

Guarantee
The Guarantee for delivered orders starts from the product's shipping date. If a return is made, there will be a 100 percent product refund, less any shipping and handling charges. The product must be returned in like-new condition, and any changes to the factory condition of the product will void the Guarantee. Customer is responsible for all shipping costs to return and receive the product. For in-store pickup purchases, the guarantee starts from the invoice date, and products must be returned in factory condition. A refund of the product will be issued, and is subject to a 25 percent restocking fee. This fee is also in effect for delivered orders that are returned to the store in person.

90 Day Warranty
The Warranty covers defects due to faulty workmanship or materials and starts from the shipping date or invoice date for pickups. After inspection and Box+Foam’s acknowledgement of product failure, defective products may be returned for replacement or repair. Customer is responsible for all shipping costs to return and receive the product. Box+Foam reserves the right to replace or repair the product with similar materials of equal or higher value that may not be an exact match to the original. The Warranty will be void if the product is found to have been physically abused, damaged, soiled, infested, resized or reshaped in any way. Warranty claims must be made by the product's original purchaser.

Products may not be returned for any reason other than what is stated below: Box+Foam is not responsible for lost or misdirected returns. For your protection, please insure all returns.

Incorrect Order
If there is a mistake in your order, please return the order to Box+Foam within 10 working days so that we may correct the error. All ground shipping and handling charges will be reimbursed. With all orders being unique and many being customized, please contact us before making your return. It may only be necessary to return a single component rather than the whole order, saving you the hassle of repackaging the entire order and allowing you to utilize the correct parts of the shipment while the situation is being rectified.

Mistake in Size
Foam dimensions are accurate only to within 1/4 of an inch for most foam products. Box dimensions are accurate to 3/16” per panel. If any product you order with specific dimensions is outside of this range, you will be issued store credit after returning the item(s) in factory condition, and we will cover ground shipping and handling charges.

Authorized Return
If a return is authorized without Box+Foam being at fault, there will be a 25% restocking fee, and the customer is responsible for all shipping and handling charges.

Authorized Exchange
If an exchange is authorized, the customer is responsible for all shipping and handling charges. For the exchange to occur, the product being returned must be in factory condition.

RETURN PROCESS

Step One
All products must be accompanied by a receipt in order to make warranty claims or returns. Your receipt is the packing slip that comes with your shipment. Approved returns must be made within 30 days of the shipping date or the time frame specified by the guarantee or warranty of the product.

Step Two
If a mistake is found with the order, contact us and we will instruct you which parts of the order to ship back. We will reimburse you for ground shipping and handling charges.

Step Three
Please call us to give your name, invoice number, date of invoice and the date you will be returning the item(s).

Step Four
Once your return has arrived at our facility, please allow 10 to 15 business days for your return to be processed.