Returns and Refunds Policy

Non-Returnable Items: Custom or special request orders are not returnable. These items will be clearly marked on the product page. These may include, but not restricted to the following:

1. Contact Customer Service: Provide your order number and the reason for the return. Our friendly Customer Service team will assist you.

2. Return Process: We'll email you a confirmation and, within 2 business days, follow up with:

3. Packaging: Please wrap items carefully in their original condition and packaging. Save and email the tracking information from your shipping carrier (UPS, FedEx, USPS) to help us track the return.

If your product arrives damaged/defective, contact our Customer Service within 2 business days with images/videos showing the nature of the damage. We will remedy the issue by replacement of the defective parts, or a full replacement if needed at no additional cost to you. Note - Do not refuse delivery from UPS Ground or FedEx Ground due to packaging damage; the product inside might still be in good condition. If your Order is delivered by Freight carrier and requires a delivery confirmation/receipt signature, please inspect the outer package for visible damage/defects prior to signing/accepting receipt. If damage/defects are present, please document/note said defect/damages on signed delivery document(s) and take pictures.

If for any reason, you’ve changed your mind about the purchase, you can return most items within 30 days of receipt. Here’s how we handle returns and refunds for reasons not attributable to us:

1. Return Shipping: We provide return instructions along with a Return Authorization (RA) number and the return address. You must choose your preferred carrier to return the item at your cost and inform us of the return tracking number to process a full refund.

2. Restocking Fee: If the item is returned used or significantly different from its original condition, a 50% restocking fee will apply.

We will share the order tracking information with you upon shipping your item, enabling you to track the status of your shipment. Please note that orders will be delivered to the address provided at the time of purchase.

If your Ground/Parcel order is returned due to an incorrect address, non-availability (for orders that require a signature), or if the order is refused during delivery, it may be treated as a standard return and subject to exceptions in the above “Non-Returnable” section. In such cases, the return shipping cost will be the customer's responsibility, subject to above-stated Return Shipping and Restocking Fees, and the shipping costs will be deducted from the refund upon return.

If your Freight/Truck order is returned due to an incorrect address or if the order is refused during delivery, and the order was not previously confirmed cancelled with written Return Authorization provided by OJCommerce with documented damage/defects, the return shipping cost will be the customer's responsibility, subject to the above-stated Return Shipping and Restocking Fees. The shipping costs will be deducted from the refund upon return. If the item return was not confirmed, material costs may also be deducted from refund amounts.

You can cancel your order before it is processed in our warehouse. Orders are processed quickly, so contact Customer Service as soon as possible to check the status. Once shipped, orders cannot be cancelled and will have to be processed as returns.

Sometimes, in rare circumstances, we are forced to refuse/cancel orders due to pricing errors or inventory shortfalls. If your order is cancelled by us and your payment has been charged, we will issue a refund within 2-3 business days.

Once the items shipped by you reaches our warehouse, inspected for its return condition and accepted for re-stocking, we'll issue your refund within 1-2 business days. We appreciate your patience as the return process involves several steps.

For any questions or assistance, our Customer Service team is here to help. We are committed to ensuring you have the best shopping experience with OJCommerce.