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Directions for General Returns
What carrier should I use?
You may use the carrier of your choice. Simply address your return package to the return address that we email with your RA #. Take your package to the carrier of your choice. We highly recommend using a carrier that has tracking information, FedEx, UPS, or DHL. If using USPS we recommend purchasing Delivery confirmation. Return shipping is at your expense and is not refundable.
General Merchandise
Please note: To be accepted for return, items must be in their original purchase condition, including the original product packaging, manufacturer's containers, documentation, warranty cards, manuals, and all accessories. Any item that you received with tags attached must be returned with those tags intact and attached. All packaging, including the original manufacturer's containers, must be unmarked and not defaced in any manner. Items purchased as part of a set or multi-item pack may not be returned individually. Returns that do not meet these requirements will be sent back to you and no refund will be issued.
All you have to do is fill out the Return/Exchange slip that came with your order with the following information If you did not receive an exchange/return form please follow the following guidelines to ensure we refund your order promptly.
Copy of Invoice or Order #.
Billing First & Last Name
Email address used to place order.
List the item(s) that you are returning for a refund.
Note the reason for the return
Detailed instructions to what you would like for us to do with your order.
We strongly recommend you make a copy of your invoice number and filled out return paperwork to keep for your records.
We also suggest sending all packages back to our warehouse Via FedEx, UPS or DHL. Keep the tracking number for your records.
Make sure to insure the package as we cannot be held responsible for lost packages. All packages shipped from our warehouse to you are insured for the amount of the items that total the order
If you send back your package VIA U.S.P.S, Make sure the package is insured and you add delivery confirmation. We cannot be held responsible for lost packages. All Packages shipped to you are insured by us.
We do not refund shipping charges.
1. We suggest that you make a copy of both invoice and return/exchange form to keep for your records.
2. Please address your package to the Terrells Retail address located on the front of your packing slip.
3. Pack the merchandise you are returning, including the original packing slip, in an appropriately sized box.
4. Please follow our guidelines to return merchandise as this will ensure your order will be processed correctly once it is received.
Return Shipping Address:(Please Note: We do use other return address for some of our leather product, make sure you have email for RA #, before sending any merchandise back to us or we will not accept it)
Terrells Retail Merchandise
Returns Dept.
3033 30th Avenue South
Minneapolis, Mn 55406-2033
5. After we have received your return, inspected it, and approved it for a refund, we will credit the approved refund amount to the credit card originally used to place the order. Please allow one to two billing cycles for your credit to appear on your statement.
Please note the following:
No item that is damaged, soiled or worn will be accepted for an exchange.
All Items are inspected by our warehouse personnel. If your returned item appears to be worn/soiled or is damaged in any way that renders the item not resalable, the item will be sent back to you and we will not exchange your order.
Please follow these guidelines to send back your order to be refunded
Jackets
All jackets must be properly packed to avoid wrinkles to the leather and or any damage that can occur on route to our warehouse. Fold items neatly to avoid wrinkling the leather. Use an appropriate sized box to ship back your order. All hang tags must be attached to the jacket. If the hang tag is removed or not included with the product there will a restocking fee applied to your return. If the item you are returning has removable armor and has been removed, please place the armor back in the correct place on the jacket or you will be charged a restocking fee. Do not include the armor within the package contents. All armor must be returned with the jacket.
Footwear
Follow the Directions for General Returns above to return your footwear within25 days of receipt. All boots must be properly packaged and returned in there original box. The boot box cannot be used to ship the item back to us, as it is not strong enough and can easily damage the contents of the box. If boots are not package correctly and are damaged on route to our warehouse, the item will be refused and shipped back to you.
Boots that are used, dirty, with thread loss and heavy wrinkle cracks at the front of the boot cause by using them will not be accepted for a return. The package will be sent back to you as they are not resalable.
Wear your boots indoors to avoid this problem, test them out indoors, if you feel they are not comfortable, do not continue to wear this will cause wear to show to the boots.
If you return a pair of boots without the original box, there will be a restocking fee applied to your return at our discretion.
If you have further questions, please contact Customer Service @ Sales@terrellsretail.com.
Helmets
Properly package all helmets sent back to our warehouse. If helmets are damaged on route back to our warehouse because you did not package them correctly, the item will be refused and shipped back to you. Do not use the helmet box to ship your order back to our warehouse, it can easily be damaged as the helmet box is not made for shipping but for storage. All packaging materials must be included with the helmet. If your helmet appears to have been worn, it will be refused and sent back to you. Follow the Directions for General Returns above. Returning Heavy or Bulky Items
Certain products have special return instructions due to their size or weight. to return them, please contact Customer Service @ Sales@terrellsretail.com for return instructions.
Q. What is the time frame for an exchange to be processed and shipped?
A: It depends on the exchange type:
· If you are exchanging for the same item but a different size and If the item is available and in stock, your order is usually exchanged within 4-5 business days. If you are exchanging for another item, it can take up to 5-10 Business day to process your exchange and have it shipped out to you. If you exchange for an item that is of higher price or lower price your order needs to be adjusted accordingly to what you are exchanging for.
· If you are returning item(s) for a refund and at the same time exchanging an item(s) for a different size or different item, it can take up 5-10 business days to have your order adjusted accordingly, this means to refund the items returned and to send out the items exchanged.
· Please make sure to include the necessary information, Invoice or Order #, Billing First & Last Name, Email address and also detailed instructions to what you would like for us to do with your order. If you do not include this information, we will not be able to process your exchange or refund.
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Please note the following:
No item that is damaged, soiled or worn will be accepted for an exchange.
All Items are inspected by our warehouse personnel. If your returned item appears to be worn/soiled or is damaged in any way that renders the item not resalable, the item will be sent back to you and we will not exchange your order.
If you would like to have your item exchanged quicker, simply place another order for the items you wish to exchange for. Whether you are exchanging for a different item or size. Return your current order so you can be issued a refund. We can not issue a refund until the package is received by our warehouse personnel and it is processed by our refund department. |
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Please follow these guidelines to send back your order to be exchanged.
Make sure to properly package the item(s).
Jackets:
All jackets must be properly packed to avoid wrinkles to the leather and or any damage that can occur on route to our warehouse. Fold items neatly to avoid wrinkling the leather.
Boots:
All boots must be properly packaged and returned in there original box. The boot box cannot be used to ship the item back to us, as it is not strong enough and can easily damage the contents of the box. If boots are not package correctly and are damaged on route to our warehouse, the item will be refused and shipped back to you. Boots that are used, dirty, with thread loss and heavy wrinkle cracks at the front of the boot cause by using them will not be accept for an exchange. The will be sent back to you as they are not resalable. Wear your boots indoors to avoid this problem, test them out indoors, if you feel they are not comfortable, do not continue to wear this will cause wear to show to the boots.
If you return a pair of boots without the original box, there will be a restocking fee 15% applied .
Helmets:
Properly package all helmets sent back to our warehouse, if helmets are damaged on route back to our warehouse because you did not package them correctly, the item will be refused and shipped back to you. Do not use the helmet box to ship the helmet back to our warehouse, it can easily be damaged as the helmet box is not made for shipping but for storage
If you have further questions, please contact Customer Service.
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Damaged or Defective Merchandise
If you believe a product was shipped in error from Terrells Retail, turns out to be defective, or was damaged in transit, please contact Customer Service so we can resolve the problem. Please keep in mind that all returns must be made within 10 days of receipt.
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