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Frequently Asked Questions
What are my shipping options for this product?
Usually delivers in 3 - 10 business days after shipment
How do product returns work?
If we shipped and sold your item, then you can return those items to us within thirty (30) days of the ship date. If the return item has no defects or have not damaged a 20% restocking fee will be deducted, This policy does not apply if a different return policy is stated on the item's listing information.
To return an item to us, you will only need the following:
•A valid issued return merchandise authorization (RMA) from us;
•The original manufacturer’s box with the UPC still intact; and
•All accessories, manuals, and materials provided with the original item
Information about how to contact us can be found in the Order History for your Rakuten.com Account. You can find out how to access your Order History at https://secure.rakuten.com/AC/MyAccount.aspx. Once you have accessed your Order History, then please:
1.Locate the order or item you wish to return and select “Item Returns” link on the right.
2. Select the quantity you wish to return from the dropdown menu provided.
3. Select the reason for your return from the dropdown menu provided.
4. Provide an explanation for the reason for your return in the text box below.
5. Select if the manufacturer’s packaging is opened or closed in the dropdown menu provided.
6. Select which resolution you would prefer from the dropdown menu provided (either refund or replacement).
7. Once you are satisfied with your selections, then please click on the “Request a RMA#” button on the bottom right.
8. After you have requested your RMA, you will see a confirmation screen with your RMA number and our returns center address.
If your item qualifies for a free, pre-paid shipping label, then the label and return instructions will be sent to you within an hour via email. Please print your free pre-paid shipping label as soon as possible, as this link will only be active for 10 days. Once you print it out, then please tape it to the box and bring it to the carrier listed on your label. The typical carriers we use for returns are UPS, FedEx, and USPS. As long as you give it to the carrier assigned to that RMA your item will be returned to us with no questions asked.
If you did not qualify for a prepaid shipping label, then you may use any carrier you like to return the item to us. Please write the returns center address on the outside of the shipping box, along with the RMA number. Please do not write the RMA number on the manufacturer’s box as this may affect your return. Additionally, please send us the appropriate tracking information so we are able to verify that the item has been delivered to our returns center.
In either case, your return does not have to be back in our warehouse within 45 days, but it does have to be in the possession of the shipper within 45 days. Once given to the carrier, the carrier has up to 14 days to return the item to us. We encourage you to get tracking and insurance so you can assure your return is received and processed without issue.
If we determine that you are ineligible for an RMA, then please contact the manufacturer to see if they may assist you under the terms of their warranty.
As a further protection for you Rakuten.com Shopping guarantees that you will receive your items ordered from the Rakuten Marketplace in the condition shown on the listing at the time of your purchase. If you do not receive your marketplace item in the condition shown on the listing at the time of your purchase, please contact us first to give us the chance to address the issue for you.
If we can’t resolve a dispute with your order, or if we don’t respond, or if the issue is not addressed to your satisfaction, then you can rely on the Rakuten.com Shopping Marketplace Guarantee that covers the first $750 of every purchase. To find out how to file a Rakuten Marketplace Guarantee claim, please go to http://rakuten.com.
You agree that you as buyer and we as seller are responsible for determining the amount of sales, use or other taxes that you may owe as a result of your Marketplace purchase. You also agree that as seller we are responsible to collect, to report and to remit any sales, use or other taxes as may be required under applicable law. You agree (a) that Rakuten.com has no responsibility to collect, report or remit sales, use or any other applicable taxes in connection with your purchase, and (b) to fully indemnify, defend and hold Rakuten.com harmless from any and all claims, demands, damages, awards, fines, costs, expenses and liability in any way associated with foregoing. Without limiting the generality of the foregoing, Rakuten.com currently automatically charges sales tax with respect to any marketplace products shipped to California.