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RETURNS

Does my merchandise qualify for a return?

Checking to see if your merchandise qualifies for a return is as easy as answering 1-2-3 simple questions.
  1. CONDITION: Are all parts of merchandise still in original, brand-new condition, showing no sign of customization, wear, or use of any kind? If returning apparel, it is still plain, not customized with a name, number, or badge of any kind?
  2. COMPLETENESS: Have you enclosed all the original tags, etc. that arrived with your merchandise?
  3. RECENCY: Was the merchandise delivered less than 30 days ago?
If you have answered NO to any of the questions above, please do NOT attempt to return your merchandise, as we will not be able to process your return and cannot ship the items back to you. If you have answered YES to ALL of the questions above, please follow the steps below to return your merchandise. Please contact us if you require special assistance in returning incorrectly shipped or defective merchandise.

Are there any exceptions to the qualifications listed above?

If you believe you have received the wrong item or a defective, we will extend your returns period to 60 days while we work with you to get you a replacement. We do not necessarily expect a defective item to be in original condition. We expect it to show signs of normal usage consistent with its purpose. If we mistakenly sent the wrong item, you must send it back in new condition for us to be able to send the correct item.

How can I return items that qualify?

Sending your items back is as easy as taking 1-2-3 simple steps.
  1. INFORMATION: Print a copy of the original receipt and payment if the amount of your exchange will exceed the amount of your replacement. Enclose credit card billing information or check in USD.
  2. SHIPPING: Select a shipping method that will guarantee delivery, and send your item to MAILENDER Returns, 9500 Glades Drive, Hamilton, OH 45011.
  3. PROCESSING: Allow approximately 1-3 weeks after your return arrives back at our location to receive your replacement item or refund (less shipping costs). We do not usually charge to ship domestic exchange items back to you via standard ground shipping.

What if I want to return an item, but no longer have my invoice?

If you no longer have your receipt, you can print a copy of our online return form. Please be sure to include all relevant order and contact information including a daytime phone number.

How can I receive expedited returns processing?

Just contact us at customerservice@mailender.com to place a new order, and we will apply a ground shipping credit to your replacement order. Return shipping back to you is absolutely FREE if your shipping address is in the U.S. If you need expedited shipping, you pay only the upgrade fee. Then you can send your original item back for a refund anytime within 30 days of when you received it. When the original item arrives, we will issue a refund of your purchase price less shipping costs. This option gets the replacement item to you the fastest. With just two exceptions, nearly everything we offer can be refunded or exchanged within 30 days of delivery. Your return must be in original condition, complete, and timely (delivered less than 30 days ago) for us to process it. Shipping costs are non-refundable. Please do not attempt to return your merchandise that does not qualify for a return, as we will not be able to process your return and cannot ship the items back to you. Please be aware that your item must arrive back at our location for us to process your return. We strongly recommend that you select a traceable, insured return shipping method. Remember to keep your receipt and tracking number!

Do I need to call ahead for an RGA number?

Yes, please call 1-800-998-5453.

Where do I send returns?

Please remember to completely fill out the returns form (please include RGA # on packing slip) with your package and ship your return package insured and traceable to: Mailender, Inc. | 9500 Glades Drive | Cincinnati, Ohio | 45011

What shipping type should I use?

We strongly recommend that you select a traceable, insured return shipping method. Remember to keep your receipt and tracking number. We cannot accept COD's or packages marked "Bill Recipient" and please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit. Shipping costs are non-refundable unless the item was sent in error.

What if I believe my item is defective?

Please contact us at customerservice@mailender.com so we can fix the error and get the correct item shipped out to you. We ship all exchange orders back to you with FREE Ground Shipping in appreciation of your business and patience with us. Every item that we sell meets our highest standards for quality and performance. It's our experience that through proper care and normal use almost all defects for apparel will appear in the first 30 days after the purchase. For this reason you may return any defective item for 30 days after the date of purchase for an exchange or full refund upon inspection. Every defective claim is subject to inspection by a returns specialist. Our goal is to honestly evaluate every return and make a reasonable decision on every claim. We have designed our Returns process to support a reasonable cost of doing business and avoid needless waste.

Do I have to pay customs fees on exchanges?

We do our best to mark the reshipment of you order as an exchange. We cannot guarantee that there will not be additional charges when your package clears customs. Ultimately, the recipient is responsible for all customs fees including duties, taxes, brokerage fees, and any other fees assessed at the border before delivery. The assessment of customs fees is determined by your local government and is completely outside of our control.
 
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