Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)
We want to ensure you receive precisely what you need for your project. If you need to return an item, please refer to these answers to common questions:

1. Frequently Asked Questions
2. How long do I have to return an item?
3. Which items are eligible for return?
4. Is there a restocking fee?
5. The item I received needed to be fixed. How do I get a refund?
6. I received the wrong item. How do I get a refund?
7. How do I set up a return?
8. How do I send my return?
9. How do I cancel an order?
10. When should I expect my refund?
11. What is a Freight Return Label, and when will I receive it?
12. What is a Call Tag, and how does it work?
13. My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?
14. I did not receive all my products. What do I do?
15. My purchase was lost in transit, what should I do?
16. Who do I contact if I need assistance with a return?

1. How long do I have to return an item?

For most items, you may initiate a return for a refund of the purchase price (not including shipping) within 60 days of receipt. Items cannot be returned or exchanged after 60 days of receiving the order. Refunds will be applied to your account (minus return shipping) once the item(s) has been received and inspected by our warehouse team.

2. Which items are eligible for return?

*Most items can be returned within the stated time frame for a refund

To qualify for a general return, the item:

Must be in resalable condition

Must be free from scratches and/or defects

Must not have been installed

Must be in the original manufacturer’s box and packaging and be free of writing.

Must not be missing pieces

Must not be clearance/liquidations/closeout

3.Is there a restocking fee?

No. There is no restocking fee on returned items.

4. The item I received was defective. How do I get a refund?

You may initiate a return for a defective item within 60 days of receipt for a full refund.

5. I received the wrong item. How do I get a refund?

You may initiate a return for an incorrect item within 60 days of receipt for a full refund.

6. How do I set up a return?

You can set up your return online with your collinets.com account. An account is necessary to set up returns or cancel orders.

Account Holders

Sign into your account.

Choose “Set up a Return” and follow the on-screen instructions.

Guest User

Select the “Orders & Returns” link from the header on collinets.com, then choose “Set up a Return.”

Follow the on-screen instructions to create an account so you may set up your return.

7. How do I send my return?

We recommend using the packaging from the original shipment if possible. Follow the instructions provided with the Return Goods Authorization (RGA) number we emailed. If you’re using a return label we provided, print it, attach it to the outside of the box, and drop your shipment off at any UPS location.

Return labels help us efficiently track your return. If you choose another shipping method, please get in touch with customer service.

If your shipment travels via freight (semi-truck, LTL, etc.), then repack all items very well, secure them to the original pallet(s), and prepare them for shipment (we recommend using the packaging from the original shipment). Follow the instructions provided with the RMA number we sent via email. Print the freight label that we provided via email. Do not attach the freight label to the shipment. Use the instructions provided to contact the carrier and schedule your freight pickup.

8. How do I cancel an order?

Because our orders are processed quickly, there is a very short period in which an order can be canceled.

Locate your order by logging into your account. You must have a collinets.com account to cancel an order. If you placed your order as a “Guest,” you must create an account to proceed. You may cancel your order online without assistance if a “Cancel Order” button is visible.

If the “Cancel Order” button is not visible, requesting a cancellation before an order ships may be possible by contacting our customer service team.

9. When should I expect my refund?

We will process your credit for the most general or defective returns once we have confirmation that our warehouse has received and inspected the item. Please allow 5 to 10 business days following delivery to our warehouse for credits to be issued. Refunds will be issued per our return policy.

Credit will be issued as soon as possible for refused shipments, damaged shipments, and freight claims filed within two (2) business days of receipt. However, please allow 5 to 10 business days to complete processing.

10. What is a Freight Return Label, and when will I receive it?

A Freight Return Label returns items via freight (semi-truck, LTL, etc.). This shipping method is used for bulky, heavy, or palletized products.

A Freight Return Label will automatically be issued at no charge for defective returns. Freight Return Labels for general returns are offered at a per-pallet flat rate per-pallet. The cost will be deducted from your credit.

Labels are emailed separately from your return authorization email. Your label will include instructions and carrier contact information for scheduling the pick-up timeframe.

11. What is a Call Tag, and how does it work?

A call tag is an additional convenience option for general returns. It is set up when a shipping carrier needs to pick up an item from your home or business and deliver it back to our warehouse. Call tags are for parcel shipments (UPS only) and must be set up through customer service.

A call tag costs $10.00 per package, plus shipping. The total cost of all call tags and shipping charges will be deducted from your credit amount. A call tag takes 24 hours to process. Once processed, the carrier will make up to 3 attempts to pick up the package(s) from your home or business.

12. My purchase was damaged in transit. How do I return it, request a replacement, and file a claim?

You may log into your account to access the return request tool. When setting up the return, please select “it was damaged in shipping” as the return reason. Please provide as much detail as possible about the damage in the description. You will be prompted to upload three (3) photographs of the damage.

If you notice damage while the carrier is on-site, DO NOT take possession of the damaged product(s). Instead, take a picture of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Next, contact the customer service team.

If you notice damage after delivery (concealed damage), take pictures of the damage and complete the return online, or contact the appropriate customer service team. Items shipped via ground shipping must be reported within 30 days. Freight carriers only allow two (2) business days after delivery to file a freight claim. You may set up a claim online through your account.We cannot help with any damage complaints, including visible or material defects, after the product has been installed or altered.

13. I received only some of my products. What do I do?

Occasionally, an order is shipped from multiple locations and will arrive at different times. If all material is not delivered, please contact our customer service team.

14. My purchase was lost in transit, what should I do?

In case of a lost shipment, please get in touch with our customer service team as soon as possible for assistance.

15. Who do I contact if I need assistance with a return?

Please call one of our teams for help:

All Products: (832)-407-1666 | sales@collinets.com