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Click on the topics below, to find information about your order, shipping status, returns and more.

 

Our Return Policy

If any item received from ShopHQ does not meet your expectations, you may return or exchange the item within 30 days of when you receive the item.

We offer two return options. You may choose to either return your item for a full refund of the purchase price, less the applicable shipping and handling charges back to your original method of payment; or, you may request an exchange for the same item. You may also reorder the item today and then return your original item for a refund.

With each package, there is a return form attached to your invoice which needs to be filled out and sent back with your item(s). Please fill out the return form and be sure to include it in your package so that we can easily locate your order and process your return as fast as possible.

If you are unable to locate your return form, click here to print a new one. If you do not have access to a printer, please include your name, customer number, order number, item number of product being returned, and reason for the return on a sheet of paper and include it in your return package.

Important Return Information:

About Exchanges
  • 1. To learn about your options for returning merchandise, click here.
  • 2. ShopHQ will not issue credit for items that have been altered or damaged.
  • 3. If you would like to make an exchange, please include the color and/or size you wish to receive.
    • Exchanges can only be made for items being returned to our Bowling Green, Kentucky locations
    • With an exchange we will first refund your original order and then place a new order for you based on the information included on the exchange form sent with your return.
    • Please allow 5 business days from the day ShopHQ receives your item to see your exchange order under "My Account". If you have an email address on file, you will receive an order confirmation email, as well as a shipping confirmation email so you can easily track the progress of your package.

 

About Refunds for Returns
  • 1. Refunds will be issued to the original method of payment used. Refunds to credit cards are applied immediately upon processing, but may not appear on your billing statement for up to two billing cycles.
  • 2. Original shipping and handling charges and the easy return SmartLabel fee are not refundable.
  • 3. If you have questions regarding which return address to use, please contact Customer Service at 1-800-676-5523 between 9am and 9pm EST, 7 days a week

 

After You Send Your Return Back
  • 1. Please allow 10 days for your return to be delivered,processed, and refunded.
  • 2. If you have not received a refund to your original method of payment after 15 days, please contact ShopHQ Customer Service at 1-800-676-5523 between 9am and 9pm EST, 7 days a week.
  • 3. For helpful tips on tracking the progress of your return, click here

 

How Do I Return An Item?

Should you decide to return your purchase, ShopHQ offers two return options for your convenience. You may choose to use the SmartLabel included with your invoice or select a carrier of your choice.

Using The SmartLabel:

If your invoice contains a pre-paid postage SmartLabel (shown below), you may use it and pay no upfront postage. An easy return SmartLabel fee ($6.99 for 4lbs or less, $8.99 for 4.1lbs to 8 lbs and $12.99 for 8.1lbs to 20lbs) will be deducted from your refund once we process your return. To use the SmartLabel:

  • 1. Complete, detach and enclose the return form with your item along with all original materials, such as the parts and paperwork that were included in your shipment.
  • 2. Cover or Remove all original shipping labels if you are returning your item in the original package.
  • 3. Affix the pre-paid SmartLabel directly to the outside of your return package (SmartLabel is located on the back of your original invoice).
  • 4. Drop Off your package at any USPS drop box, local Post Office or postal location (including your own mailbox).

The SmartLabel is an insured method of delivery so there is no need to purchase additional insurance or delivery confirmation.

What If I misplaced my SmartLabel?

Don't Worry! If your order included a SmartLabel but you misplaced the SmartLabel, you can reprint a copy by logging into "My Account" and choosing "Order Status". Find the order for the item(s) you wish to return and click "Duplicate SmartLabel". You will be able to reprint your label right on the spot as long as you have access to a printer.

What If I Use A Carrier Of My Choice?

If you did not receive a pre-paid SmartLabel, use the standard label on your invoice to return your package with a carrier of your choice.
  • 1. Complete, detach and enclose the return form with your item along with all original materials such as parts and paperwork which were included in your shipment.
  • 2. Cover or Remove all original shipping labels if you are returning your item in the original package.
  • 3. Affix the standard label directly to the outside of your return package (the label is located on the back of your original invoice)
  • 4. Return your item(s) by taking your package to a carrier of choice (UPS, USPS, FedEx, etc). Postage will be due upon receipt at the carrier location.
  • 5. Insure your package for the value of your item
  • 6. Obtain a tracking number so you can track your return as it makes its way back to ShopHQ.

How Can I Check the Status of My Return?

Checking The Status Of Your Return:
  • 1. Track your package:
    • If you used the SmartLabel to return your item(s), go to www.ShopHQ.com. Choose "Order Status" at the top of the page, click on "Track My SmartLabel Return" and type in the order number for the item(s) you returned.
    • If you used a carrier of your choice, please access the carrier's website to see when the package is scheduled to reach its destination.
  • 2. Check your Email:
    • If you used the SmartLabel to return your item(s), you will receive an email letting you know that your return is on its way back to us; then, a separate email when your return package reaches our warehouse.
    • If you used a carrier of your choice and you arranged to be notified about the progress of your package through the carrier, please check with your carrier (UPS, FedEx, USPS, etc).
    • Once your return has been completely processed, you will receive a confirmation email letting you know that we have processed your return along with the amount you have been refunded.
  • 3. Check ShopHQ.com:
    • Sign into "My Account" at ShopHQ.com and choose "Order Status" at the top of the page. If we received and processed your return, your order will show that your return has been completed.
    • The "status" of the item you returned will no longer state that it is "shipped" and rather that item was "returned" and the date the refund was processed for your return.

  • 4. Call ShopHQ's Automated Phone Line:
    • Dial 1-800-676-5523 and choose "4" for Customer Service Options, then "2" for Return Status. If we received your return and have completed processing, you will hear this return as one of the last 5 orders that were returned in the past 90 days.
    • Please note, the system will give you the item number(s) from the orders that were returned, so please be sure to have your item number(s) handy to verify.

ShopHQ SmartLabel

What is a SmartLabel?

Using a SmartLabel to return your item to ShopHQ is easy! The convenience of using a SmartLabel saves you time and effort from having to go to the Post Office, plus no additional upfront costs for tracking and insurance are needed. A SmartLabel is a prepaid return shipping label that is included in most ShopHQ packages and can be found on the back of your invoice (located on the right hand side). This label contains all the information about your order and return destination to make it easy for you!

Because the label is prepaid, you will pay no postage upfront and an easy return SmartLabel fee will be deducted from your refund amount once we process your return. The cost associated with using a SmartLabel varies depending on the weight of the package and is printed on the label for easy reference:

  • $6.99 for 4 lbs or less
  • $8.99 for 4.1lbs to 8lbs
  • $12.99 for 8.1lbs to 20lbs


Why is my order not eligible for a SmartLabel Return?

Not every ShopHQ order includes a prepaid SmartLabel; however, the majority do. If your order does not include a prepaid SmartLabel, please use a carrier of your choice to return your item.

Only items sent with a SmartLabel should be returned with a SmartLabel. If you misplaced your SmartLabel, please click here for instructions on how to reprint your SmartLabel.

How Do I Track My SmartLabel Return?!

IT'S EASY! If you used the pre-paid SmartLabel to return your package and you have an email address on file with ShopHQ, you will receive an email letting you know that your return is on its way back to us. You will receive a separate email when your return package reaches our warehouse.

If at any time, you would like to check the progress of your return, go to www.ShopHQ.com. choose "Order Status" at the top of the page, click on "Track My SmartLabel Return" and type in the order number of the item(s) you returned.