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Checking return status?

Question

Checking return status?

Answer

Please allow 15 business days from the date you sent the package back to ShopHQ for returns to be processed and the credit or refund to be issued. We understand the importance of your return and will process it as quickly as possible. The actual duration will vary based on the transit time for your package to arrive at our warehouse, the number of returns to be processed, and similar factors.

What Else Can I Do?
Here are some tips that may be helpful for working with your return:

Track your package.Most carriers offer tracking services on their packages for a nominal fee. If you purchased tracking, you should be able to use the carrier's website to see when the package reached its destination. Returns are processed in the order received, so if your package just arrived, a few more days may be required.

Check our website. A completed return is assigned a new order number (called an RMA number) in place of the original order number, and is posted back to your online account record. You can review both orders and returns by signing in, then clicking on the "My order history" link. It's not always easy to tell the difference between an order and a return due to identical formatting. The key differences between an order and a return are:

  • The status of a return is "RETURN" rather than Shipped, Cancelled, and so on.
  • The new order/RMA numbers have 7 digits where order numbers have 8 digits.

You can click the RMA number to view the return in more detail.

  • If you do so, you can also easily view the original order using the "Original Order" link found on that page.

Check your email.With many ShopHQ products, especially jewelry and watches, we are able to scan the return mailing label upon arrival in our warehouse. This generates a courtesy e-mail notification to the e-mail address noted on the customer account, letting you know that your package has been received.

  • We will also send notification of the return and refund to the same e-mail address.
  • If you would like to receive these updates and currently do not, let us know your request along with your correct e-mail address.

Additional Resources
If you need further help or information, you can:

E-mail Customer Service for assistance. Call our Customer Service line at 1-800-676-5523 where you can get an update on the status of orders and returns via our automated service anytime. If you'd like to speak with a live agent, Customer Service Representatives are available Sunday through Saturday, 8 AM to 8 PM Central time. Please have your ShopHQ customer number and order number ready.