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Ground Shipping within the US- $5.95 Allow up to 10 business days shipping.
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2nd Day within the US- Federal Express - Allow 2 business shipping days - $20
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Overnight within the US - Federal Express - Allow 1 business shipping day - $30
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Overweight items
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For International Orders :
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For International Express Orders :
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Q: What are normal business days?
Business days are Monday through Friday except
holidays.
Our ability to track packages using the US postal service is limited and in some cases we just can't. If you need to track a package, you will need to use one of the express services. We ask for delivery confirmation on our packages, but that only tells us that it arrived in your mailbox, we cannot tell how long it will take to get there, or who received it.
We can't send tracking numbers on packages shipped ground. We will be happy to look it up for you if a reasonable amount of time has passed (i.e. 10 days or more) and you haven't gotten it, but the process to get the number out of the system is too labor intensive to do for every package we ship.
When you call us to let us know that you haven't gotten your order, please have the name of the person that the package was shipped to and your invoice number (sent to you on your receipt by email). This makes it MUCH easier for us to find your order. We will look up to see if the package was delivered according to the service used. If it has not been confirmed as delivered 10 days after we sent it, then we will reship it for you at our cost. However, if it has been confirmed as delivered, we cannot consider the item lost.
Q: My International order hasn't arrived, and it has been more than 2 weeks from when I placed the order.
Before you call us, check with your local post office. Almost all of the items we ship Internationally that are "not received" are actually being held by customs, and need to be picked up at your local post office. Even if you have not received a notice from the post office, please check with them before you call us. If it has been more than 45 days and you have not received your order, we will attempt to confirm from our end, and if necessary re-ship to you.
Q: I have picked up my package from customs and there were additional customs fees - Will you reimburse me?
We are sorry, but no. When we ship a package outside the US, there are occasionally extra charges we aren't aware of at the point of arrival, depending on exchange rates, tariffs or taxes that aren't applied here in the US, so we cant anticipate when we send them to you.
Q: Why does it cost more to send outside the US if it is not going express?
When we ship a package outside the US, the weight charges alone are much more than it would be for shipping domestically. In some cases for heavier packages, our shipping fee doesn't cover the actual charges. In addition, we have to use different packaging than domestic boxes that go priority mail, there are customs forms that have to be filled out, and Homeland Security now requires that all international packages have to be verified in person at the post office, they cannot be dropped with the domestic mail. We certainly don't mind taking extra care for our International customers, but we do have extra costs involved.
Q: Is shipping to an APO or FPO or other military postal code considered International shipping?
No, while these orders are handled as if they were International shipments, out of respect for those serving in the Armed forces, the standard ground shipping is applied. We regret that we cannot send these items express however. (Please note that the USPS does not offer delivery confirmation on APO or FPO boxes, and that this applies only to those serving in the US Armed forces.)
Q: The package was not picked up in time and was returned to Supports USA. How do I get it?
If for some reason your package is returned to us (most often because either the delivery service couldn't reach you, or you didn't pick it up at the place you asked us to deliver it) we will let you know that we got it back. We verify all addresses before we send it through the USPS database, and if there are any questions on your address we will contact you for an alternate address. If your package was attempted to be delivered but sent back to us, don't worry, we will hold onto it for you, however if you want us to send it again, we will have to bill you for shipping again. If you decide you want a refund instead, we will refund the item MINUS the cost of the shipping. If it has been more than 30 days since the item has been returned to us, and we have not been able to reach you, then we will return the item to stock. You can still get the item sent out with additional shipping costs, but if it was a non-stocked item, we will need to reorder it.
Q: I would like to return an item, what do I do?
We will exchange for size, provided you meet the following conditions:
The Item has NOT been worn, and is in the same condition as it was when we sent and in the original packaging. If the item is NOT in like new condition, we will NOT credit you for it.
You have called and asked for a Return Authorization Number within 7 days of receipt, and sent it back to us within 14 days.
In most cases, when you call for the Return Authorization, we will ask if you want the new size shipped to you then (before we get the return item back). If you do, then we will charge you for the new item so we can send it out as soon as possible and when we get your return back, we will credit the card you used to purchase it with the cost of the shipping.
We allow ONE exchange for size per item, if you want to exchange a second time, there is a 20% restocking fee.
Please note, sometimes we ask the manufacturers to drop ship an item to you directly so you get it faster, but they are doing this as a courtesy to us as their distributors, and they bill us, we do not give them your information. Please do not return items directly to the manufacturer. They will not notify us, most of them refuse the shipments, and if they do accept it, they cannot credit your account because they don't have your order information and they have no way of knowing to notify us that you sent it back. If it is not received by SupportsUSA, we cannot credit you.
If you are returning an item for a reason other than to exchange for size, please note:
There is a 20% restocking fee on all returns.
We will inspect the item, if it is in the same new condition that we sent it to you in, and in the original packaging, we will refund you the 80% minus the original shipping. Unless the item was defective from the manufacturer, we cannot take back items that have been worn more than to try them on.
Occasionally someone decides to simply refuse a package when it is delivered, this is your choice, but we still consider a refused package to be a return, and in this case there is no RA number, which means we have no idea why you are sending it back to us. EVEN IF YOU REFUSE A PACKAGE, you STILL need to call us and get an RA number, to tell us you intend to return it. We do not automatically credit you, as we cannot tell the difference between a refused item because you didn't want and and a refused item that was sent to a wrong address.
Q: If I am returning or exchanging an item, who pays the return shipping?
You will be responsible for the shipping to return the item to us, and if applicable, for the shipping of the new item to you. The only exceptions here are if somehow we made a mistake in the shipping, in which case we will cover the shipping costs.