Return Policy
Cook's Direct Return and Warranty Replacement Policy
We recognize that issues may occasionally arise with your order, and our aim at Cook's Direct is to ensure a smooth and efficient experience during any return or warranty replacement. Please follow the outlined steps to initiate a return:
Damaged Shipments
If a shipment arrives damaged, please refuse delivery. If the package shows visible damage upon arrival and you are uncertain about the order's condition, address the issue with the shipping company immediately and refuse the delivery. Then, contact us at serviceandsupport@cooksdirect.com or 1-800-956-5571 promptly. We will initiate the replacement process on your behalf.
Return Process
All items are eligible for return within 30 days from the date of receipt. Depending on the manufacturer's policies, a restocking fee ranging from 15% to 50% may apply, along with potential return freight charges. For specific return policies related to a particular manufacturer or product, please contact our Service and Support team at 1-800-956-5571 or via email at serviceandsupport@cooksdirect.com. Returned items must be unused, undamaged, and returned with all original packaging materials. Please note that special ordered or custom items are not eligible for return. If a shipment is refused for reasons other than damage during transit or an error made by Cook's Direct, the customer will be responsible for all shipping charges and applicable fees in both directions.
It is crucial to inspect and count all cartons prior to signing for them. Any discrepancies such as shortages, damages, or other issues should be noted on the delivery receipt. For visible damages, refuse only the affected boxes and look for indicators such as crushed corners, wetness, or punctures. If the delivery includes equipment, inspect all components before signing. If a thorough inspection cannot be completed at the time of delivery, note on the bill of lading that inspection will occur later (within 24 hours of receipt).
All returns must be initiated within the 30-day window post-receipt. Returns are not accepted beyond this period. However, most large equipment comes with a one-year manufacturer warranty. Please feel free to reach out to the manufacturer directly for any concerns beyond the return window.
Refund Process
Upon initiating a refund, a call-tag will be emailed to you. You will need to return the product either to the manufacturer or Cook's Direct. Following the receipt and inspection of returned items, a credit will be applied to your account minus any applicable restocking or return shipping fees. If you would prefer the credit be issued to your original payment method, please include that request when you contact Service and Support.
Additional Assistance
Should you have any inquiries regarding your order, our customer service team is available to assist with shipment tracking, product returns, document copies, warranty information, installation guidance, and order-related questions.
If you need product specifications, feature details, or assistance in selecting the right product, please contact us. We maintain an extensive library and can access numerous manufacturers on your behalf.
Get in Contact
Service & Support: 866-613-2617
Fax: 1-800-956-6822
Address: Cook's Direct, Inc; 2250 75th St. Suite 200; Woodridge, IL 60517
E-Mail: serviceandsupport@cooksdirect.com
