The following Credit Card Disputes Policy applies to both U.S. and International customers:
Before you contact your credit card company to remove a charge you don't recognize on your statement, call the telephone number next to the transaction to investigate the charge. In most cases it is not a fraudulent charge; the credit card holder has simply forgotten about the charge.
Credit card disputes, known as "chargebacks" in the industry, take time and energy to get reversed.
We take chargebacks seriously!
We will take action to reverse the chargeback if you contact your credit card company to remove a charge without calling us; or if you dispute the charges because you didn't want to make arrangements to sign, redirect, or pick up the package(s); or if you dispute the charge because someone in the household received the package(s) 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 RMA (Return Merchandise Authorization) number; or if you dispute the charge because you refused the package(s) due to your country's custom requirements that you pay duties, taxes, and/or any other fees associated with any product(s) you ordered in the US for importation into your country.
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 an order is refused and returned to us for any reason other than what is outlined for RMA customers, the original shipping and handling cost along with the return shipping cost will be added to the bill along with a 50% restocking fee. If the bill is not paid to us within 30 days from the date of the invoice, it will then be turned over to a collection agency as a delinquent account. 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 negative report will show up on your credit report in approximately 90+ days and will stay on your credit record for at least seven years.
In cases where the chargeback is clearly fraudulent and with ill intent to obtain merchandise without paying for it, we will file a report with your local police and sheriff's department.
Please call us first to investigate a transaction you don't recognize before contacting your credit card company to remove the charge.