Shop Owner Description:
Hugo’s Online is committed to providing our customers with the best online shopping experience possible. We are committed to excellent customer service, even after the products you ordered have been delivered.
Customer Service Information:
E-Mail: firstname.lastname@example.org or email@example.com
Hugo’s Online Shipping and Handling
-All orders are subject to a processing delay (anywhere from 1-10 business days)
-Free Shipping only applies to orders with a street address inside the continental United States (Alaska, Hawaii, Puerto Rico, PO Box, APO, DPO and International Shipments will be charged shipping)
-Carriers used are FedEx and USPS based on package size, weight and destination at our discretion
-Orders shipped via FedEx SmartPost are handed off to the USPS for final delivery -International orders will be shipped with FedEx International Economy, USPS Standard Post or Priority Mail depending on the shipping speed purchased, size and weight of package and destination at our discretion
-Hugo's Online offers a "Will Call" pick-up option. Customers will have 2 business days to pick-up the order after contacted
-FedEx Ground, Home Delivery and International Economy shipments can be tracked on fedex.com. FedEx SmartPost shipments can be tracked on fedex.com and also on usps.com when the package is transferred to the USPS for final delivery. USPS domestic and international shipments can be tracked on usps.com.
- Standard — Usually delivers in 3 - 10 business days after shipment
30 Day Simple and Easy Return Policy.
Return requests must be approved, processed, and the merchandise returned to our distribution center within 30 days of receipt. If an incorrect item was ordered, you changed your mind about the order or you refused the delivery, there will be a 15% restocking fee. Damaged merchandise must be reported within 5 business days of receipt of products, please be sure to report the damage as soon as possible when the package is delivered so that we can process your claim. Make sure to keep all the original packaging and be prepared for us to request photos of the damaged parcel and contents.
If your item is defective, it needs to be reported within 5 business days of receipt of products, and you must have the original box. If the product is under manufacturer’s warranty you may be asked to contact the manufacturer and file a warranty claim for a repair or replacement. If you received fewer items than you were supposed to or the wrong item, it must be reported within 5 business days after delivery or shipping carrier noted delivery. If we receive your order back from the shipper due to an undeliverable address, forward on your address, insufficient address or the package went unclaimed, we will make one attempt to contact you for the correct address to re-ship your order. If we do not receive a reply within 5 business days, the order will be considered abandoned, we will restock the product and no refund will be applied.
Returns must be 100% intact, in the original packaging with the UPC or barcode clearly visible on the box. Any components, manuals, registration card(s), software, cables and/or accessories must also be included. Unfortunately, if merchandise returned to our warehouse is in a non-restock-able condition, we will be unable to issue a full credit. All return requests must be submitted as soon as possible and meet the following terms for return or they will not be accepted.
To return an item, please follow these steps:
Contact us by email at firstname.lastname@example.org to request a Return Authorization Number (RA# or RMA#). Returns received outside of this process are subject to delay or refusal.
The following details are required when contacting customer service:
-Order ID number
-Quantity to Return
-Reason for Return
-Your name Company name and Daytime phone number
-Your e-mail address
-Please also advise us as to whether or not you would like your merchandise reshipped (if available reshipments will be subject to a delay) or credit posted to your account Return shipping address will be provided after evaluating the issues.
Return shipment address is where to ship the returning merchandize. It may go back to Hugo’s Online or to a different warehouse location. Re-package the item and affix the shipping label, as instructed. Return requests must be approved, processed, and returned to our distribution center within 30 days of receipt of the order.
Any shipment arriving without an RA number on the shipping label will be refused. Include in the package a copy of your order confirmation or packaging slip with the RA# clearly written on it. Write your RA number on your shipping label and affix to shipping carton. In the case of multiple cartons, write your name on EACH shipping label, AND indicate number of cartons, for example 1/3, 2/3, 3/3. If the shipping carton is the original manufacturer packaging, DO NOT write the shipping address or RMA numbers directly on packaging as the product must be in resale condition, with no defacing, to receive credit. Make sure you receive a tracking number for the package so there is a way to track it back to us. Also, if the order was expensive, you may want to insure the package against loss or damage.
Hugo’s Online is not responsible for returned items that are damaged in transit. All approved RA’s must include the RA number and be in sellable condition as determined by distribution center or the returned merchandise may be returned to the customer and denied credit.
Please note the following when returning an item:
Hugo’s Online will apply a refund of the original purchase price of the item if received back in the condition the order was delivered and within 30 days of receipt. Shipping charged on the original order will not be eligible for refund for returns due to customer error. Refunds will be applied back to the original method of payment within 48 hours of processing the return.
Based on our return policy, any order that was refused will be refunded less our 15% restocking fee. Likewise, if you ordered an item in error, and it is returned with a Return Authorization Number, a 15% restocking fee will be assessed. This restocking fee is necessary to keep our prices as low and competitive as they are on our website. Returned products will incur a 15% restocking fee, except in cases of Hugo’s Online error. Return products must be in original condition (sealed, retail packaging); otherwise a refund may not be issued. If the return was necessitated by our shipping mistake we will pay for the return freight, otherwise freight is the customer’s responsibility.
Materials returned after 30 days from date of shipment will not be accepted. C.O.D. returns will not be accepted. Altered or etched items will not be accepted. Furniture and other assembly items cannot be returned once they have been assembled or installed. Items that require installation cannot be returned after they have been installed, so please make sure the item you received is the item you need. Clothing, food and beverages, pharmaceutical products, and personal safety items (including, but not limited to, first aid items, masks, respirators, and cartridges) can not be returned, except in the case of Hugo’s Online error.
Unopened software may be returned for credit. Opened software will be replaced only if the manufacturer approves it as defective. Due to certain manufacturer return policies some electronic items will not be accepted for return. This information will be provided to the customer once the return request has been made. Open hardware or software is non-returnable. Please remember to back up all of your data before installing any new software, or peripherals. Hugo’s Online is not responsible for any lost data.
We do not provide repair services, please contact product manufacturer for repair services.
We do not offer this service at this time.
VOC (Volatile Organic Compounds) Limits:
Hugo’s Online may be prohibited from offering certain products due to restrictions or requirements of various federal, state, local and other authorities having jurisdiction in these matters. VOC restrictions may change without notice.
Are products that have been previously sold and returned, then reconditioned and repackaged for selling purposes. Refurbished products come with a 30-day defective-only guarantee and are sold "AS IS." We do not guarantee replacement, nor do we cover return shipping charges. If you return a defective product, you will be credited through the same payment method used to place the order. Hugo’s Online will not accept returns on products that have been used. If an item has been used and is returned to us, no refund will be issued. Some products are not returnable for any reason, per the manufacturer’s request. You may be directed to the manufacturer for resolution. Please understand that we have no control over this process but will assist you through the process as best we can.
International Return Policy:
We are proud to ship to customers in many countries around the globe. All international orders are a final sale only. Hugo’s Online does not accept returns for any international order. All international orders are non-refundable and final. However we will work with you all the way to solve any issues. You can count on us for our services beyond export.
No pickup service:
If an item needs to be returned and we email a pre-paid return shipping label, please take the package to an authorized FedEx shipper or drop-box to return the package.
At this time we do not offer an exchange program. We will accept returns if they meet the return criteria and ask that you place a new order for the item needed.
You agree that you as buyer and we as shop owner 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 shop owner 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.