We understand that sometimes unfortunate situations may occur with your order. Our goal at Cook's Direct is to ensure that your experience during a return or warranty replacement is as seamless as possible. We've listed the following steps to take when initiating a return:
Damaged during transit
Please REFUSE delivery of any shipment that arrives damaged! If your package arrives with visible damage to the box and you are unsure of the condition of your order, please address this issue with the shipping company and refuse the delivery. Please contact us at email@example.com or 1-866-506-3048 immediately and we will initiate the replacement process for you.
All items have a 30 day return period from the point of customer receipt of shipment. Depending on the manufacturer, you may be charged a restocking fee of up to 25% (in most cases this is 15%). There might be return freight charges as well, depending on the manufacturer. If you have any questions regarding return policies on a specific manufacturer or product, please consult our Customer Service team at 1-866-506-3048 or email us at firstname.lastname@example.org. Please refer to the list below for criteria of returning an order:
- Returned items must be unused, undamaged, returned intact with original materials. Special ordered or custom items cannot be returned. For refused shipments you will be responsible for full freight charges and applicable fees going both ways if they are refused for any reason other than the shipment was damaged in transit or if the shipping error was made by CooksDirect.com.
- It is important that you fully inspect and count your cartons “before” you sign for them. If you have shortages, damages, or problems, you should note this on the delivery receipt.
- If you have visible damage on any portion of your order, you should refuse those boxes that are damaged. Look for crushed corners, wetness, and punctures. If the delivery contains equipment, please inspect all parts of the equipment before signing. If a full inspection is not possible, please make a note on the bill of lading that you will inspect at a later time (must be within 24 hours of receipt).
- Returns must be initiated within the first 30 days of receipt. Any orders that have passed the 30 day return window are ineligible for returns through Cook's Direct. If you experience any issues with your products, please feel free to contact the manufacturer as most large equipment has a 1 year warranty.
Once a refund has been initiated, a call-tag will be emailed to the customer. The customer will be required to ship back the product to the manufacturer or Cook's Direct. Upon receipt and inspection of returned product(s), the customer will be refunded using the original payment method (paypal, credit card, amazon, etc.) and will be credited for the amount paid for the item(s) minus any restocking and/or return shipping charges.
If you have any questions regarding your order, contact our customer service team. We can help you with tracking shipments, product returns, and copies of supporting documents, warranty information, installation questions, and any questions about existing orders!
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Address: Cook's Direct, Inc; 27725 Diehl Rd; Warrenville, IL 60555