Returns & Damage
Standard Return Policy
Your complete satisfaction is what counts at Klingman's. If, for any reason, you are not satisfied with your purchase, we will gladly assist you with your return or exchange within 30 days. Understand that certain items are considered special orders by the manufacturer and as such may not be returnable. Additionally, returns of non-damaged and custom ordered merchandise will incur certain charges as outlined in our standard return policy. Please contact us toll-free at 1-8-KLINGMANS for further details and to request an RMA (Return Merchandise Authorization) Number.
Return shipping is the responsibility of the customer. While we offer free shipping for many of our products, the original shipping charges and handling fees for the returned item(s) will be deducted from the refund. In addition there may be a restocking fee which will be deducted from your refund should you wish to make a return. If the item is refused and returned to the manufacturer, any return freight costs will also be deducted from the refund.
For products that arrive damaged or out of error or cannot be fixed with replacement parts, Klingmans will pay for a replacement to be shipped if the damage, shortage or mis-shipment is properly signed for. If damage, shortage or loss is not signed for, the manufacturer may not be able to ship replacements. Please consult our replacements policy for further details. If the customer does not want parts or a replacement unit, the product may be returned for credit as detailed above.
All canceled orders must be confirmed by Klingmans in writing: if you have not received a confirmation, your order has not been canceled. Orders that can not be canceled at the manufacturer or have been shipped cannot be cancelled and costs for handling or round-trip shipping will be deducted from refunds if orders are refused. Orders that are refused are still considered returns, and as such, the restocking fee and shipping costs both ways will be incurred as detailed above.
Any order that is refused or returned because the customer does not like the product, no longer wants the product, or believed the order was cancelled will be handled as a return or cancellation as outlined above and a credit will be issued as detailed above.
All credits for returned items will be processed once the products are returned to Klingmans in their original condition.
If you have any questions regarding our return policy before or after placing an order, please contact our customer service department at 1-8-KLINGMANS.
How Do I Return My Order?
Before any attempt to return your item(s) to Klingmans, you must call our Customer Service team at 1-8-KLINGMANS to request an RMA (Return Merchandise Authorization) Number. An RMA code will be issued and sent to you via email and instructions will be included on how to return your order. Your return authorization will have an expiration date and items cannot be returned past this date. It is the customer’s responsibility to arrange shipment of the product back at their cost.
It is the customer's responsibility to ship the product back at their cost. All items must be unused and in their original condition and original packaging. Additional fees may be applied if returned products are not in their original condition and packaging. Please wrap the package carefully. If the product is damaged while in transit back to Klingmans, the damage will be noted and the package will be refused. It is the customer's responsibility to contact their selected shipping company and arrange for compensation when a return is received damaged and is refused.
Use a preferred shipping method to return items to our provided address. For your protection, we require that you insure the package in the event that any issues arise during the transportation of the returned order. Klingmans will not be held responsible for lost or damaged returned packages.
Always obtain a tracking number or delivery confirmation from your shipper. Save this tracking number for your own reference as proof of pickup. Once the item is received and inspected by Klingman's service department a credit will be issued. An email confirmation will be sent to you once we have processed your refund.
You should receive your refund in approximately 10-14 days after receipt of merchandise by Klingmans. In many cases, you will receive your refund sooner. This estimate is based on the time it will take for most banks or credit card companies to process the transaction (up to 7 business days). We will always issue the refund in the same form of payment used to make the original purchase.
What If My Order Is Damaged?
We understand that once you have placed your order, you want to receive it as quickly as possible and in perfect condition. Our manufacturers' products are carefully packaged to withstand the journey from the warehouse to your home. In the unlikely event that your order does not reach you in optimum condition, please notify Klingman's Service Department immediately at 1-8-KLINGMANS if a product is damaged, incorrect or has missing parts and we will gladly assist you. If you would prefer not to accept a replacement, you may still return the item for credit under our Standard Return Policy.
For damaged orders shipped by Truck Freight or White Glove service, please follow the procedure outlined below:
Thoroughly inspect the package and its contents prior to signing for delivery. Please keep in mind that while the outside packaging may appear damaged, many times the item inside is successfully protected by the cushioning materials in the container and be perfectly intact. Do not refuse the order based only on an external inspection of the packaging. We require any damage to be noted on the shipping documents in order to have the manufacturer supply any free replacement parts. If the carrier will not allow you to inspect, write 'RECEIVED – NOT INSPECTED' on your delivery receipt, and inspect the items as soon as possible. Please note that if your order is refused, it will be viewed as a return and credit will be issued under our standard return policy.
Even if the package appears only slightly damaged, it is very important to write “PACKAGE DAMAGED” on the sheet you will be asked to sign at the time of delivery. A scratch on the box could mean a scratch on your purchase, and we want to help you fix that as quickly and trouble free as possible. Should any issue be discovered later on, the more documentation available, the easier it will be for Klingman’s Service Department to resolve any issue.
For orders shipped by any other method including USPS, FedEx and UPS, which may not require a customer’s signature, if parts are found missing or damaged after packages have been accepted, contact Klingman’s Service Department immediately to report any missing or damaged parts to arrange replacement.
When placing a replacement request, speed is of the utmost importance as most carriers only allow 48 business hours from the time of delivery for parties to file freight claims. Please contact us within 48 hours to report any damage, defect, loss or shortage of items on your order. Please note that the manufacturer may be unable to supply replacement items if too much time has elapsed between your delivery and the reporting of damage to Klingmans Service Department.
To request replacement parts or report damage, please contact our customer service department during normal business hours e.s.t. at 1-8-KLINGMANS.
Once your replacement request or damage is reported our service department will contact the appropriate manufacturer to determine whether a replacement part is needed or a total replacement is necessary. Your original order time may be an indicator of the length of time replacements will take to arrive. If tracking information is available for the replacements it will be sent to you via email when available.
Most manufacturers that Klingmans works with will replace whichever parts are needed to give you a complete undamaged unit. This is often quicker than replacing a whole item. Parts will be shipped to your door. If there are too many damaged parts, a new unit will be sent to you at the manufacturer’s discretion (please note that if no damage is noted when the order is accepted, the manufacturer may not be able to provide replacements).
If a new item is sent out, it will be sent with the same shipping method as the original order unless special circumstances apply: certain items may be too small for the original shipping method of your order. The appropriate shipping method for your replacement will be determined by the service department. If expedited shipping is requested any additional shipping charges will be at the expense of the customer. If damage is properly signed for on delivery, replacement items will be shipped free of charge.