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

 

How do I return merchandise

Question

How do I return merchandise?

Answer

Your invoice may include our pre-paid shipping label, known as a SmartLabel. You are not required to return merchandise using the SmartLabel; it is provided for your convenience.

General Return Checklist

Check return guidelines on invoice
Repack all items & enclosures in sturdy package
Enclose bottom portion of invoice in package
use pre-addressed return label
ship your return

Click on any of the entries above if you need more information about that topic.

Check Return Guidelines on Invoice
Make sure your return follows the return date guidelines. In most cases, this will be 30 days from the invoice date. You can find this information:

  • On the invoice, or in some cases in package enclosures
  • Fill Out Return Form on Back of Invoice
  • On the back of the invoice, write:
    • item number(s) being returned
    • item description and color/size
    • unit price of the item(s)

Be sure to check the option to receive a "Refund" and indicate your reason for returning.

Back to checklist

Repack All Items & Enclosures in Sturdy Package
Carefully repack the item using the original packing materials. Be sure to include:

  • all parts and paperwork
  • The bottom half of the invoice with the completed return information

Pack your return in a secure, sturdy shipping package to prevent damage to the item. If using the pre-paid SmartLabel, please remove any Priority Mail logos, stickers, or identifiers, as this may negatively impact the return transit time for your package.

Back to checklist

Use Pre-addressed Return Label
You may use the pre-addressed return label provided on your invoice for your order.

Back to checklist

Ship Your Return
Carefully repack the item using the original packing materials. Be sure to include:

  • Purchase insurance and tracking services
  • Save the shipping receipt for your records. Only merchandise received by our warehouse can be credited.

When using the Smartlabel, you do not need to purchase additional insurance or tracking services. Those features are included with the label.

Back to checklist

After the Return

Please allow 15 working days from the date you send the package back to ShopHQ for your return to process and refund to be issued to your original method of payment.

ShopHQ does not refund original shipping charges or reimburse the cost to return items that are not defective.

If you have not received your credit after 15 working days, please call ShopHQ Customer Service toll-free at 1-800-676-5523.

Exceptions to These Guidelines

  • Some merchandise will need to be returned directly to the vendor. Typical products of this type include:
    • TVs & TV accessories
    • computer and computer accessories
    • large fitness equipment
    • mattresses
    • large furnishings & household items.

Problems with merchandise

Sometimes the unexpected happens. ShopHQ is committed to helping resolve problems and answering questions quickly and easily.

All problems must be reported within 30 days of the invoice date as non-receipt and damaged orders are time sensitive due to the time restraints on filing a claim with the carrier.

Some examples include:

  • Damaged or empty shipping box or envelope
  • Damaged or defective item
  • Items missing, or too many items shipped
  • Parts missing
  • Incorrect item shipped to you
  • Item is the wrong color or size
  • Non-receipt of package after the expected delivery date has passed
  • Packages appear to be lost in transit (not confirming delivery)
  • If an order shipped out over 15+ days and confirms delivered, but the package still hasn't been received