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Returns and Damage

Standard Return Policy

Your satisfaction is what counts at CymaxStores. If, for any reason, you are not satisfied with your purchase, we will gladly accept your return or exchange on most brands within 30 days. Please contact us toll-free at 866-740-9830 for further details. Please note that certain items are considered special orders by the manufacturer, and these products may not be returnable.

Return shipping is the responsibility of the customer. While we offer free shipping for most of our products, the original shipping charges and handling fees for the returned item(s) will be deducted from the refund. In addition there may be a restocking fee which will be deducted from your refund should you wish to make a return. If the item is refused and returned to the manufacturer, any return freight costs will also be deducted from the refund.

For products that arrive damaged or out of error or cannot be fixed with replacement parts, CymaxStores will pay for a replacement to be shipped if the damage, shortage or mis-shipment is properly signed for. If damage, shortage or loss is not signed for, the manufacturer may not be able to ship replacements. Please consult our replacements policy for further details. If the customer does not want parts or a replacement unit, the product may be returned for credit as detailed above.

All canceled orders will be confirmed by CymaxStores in writing: if you have not received a confirmation, your order has not been cancelled. Orders that have been shipped cannot be cancelled and costs for round-trip shipping will be deducted from refunds if orders are refused. Orders that are refused are still considered returns, and as such, the restocking fee and shipping costs both ways will be incurred as detailed above.

Any order that is refused or returned because the customer does not like the product, no longer wants the product, or believed the order was cancelled is considered a ‘buyer’s remorse return’, and credit will be issued as detailed above.

All credits for returned items will be processed once the products are returned to the distribution center.

If you have any questions regarding our return policy before or after placing an order, please contact our customer service department at toll-free 866-740-9830.


Replacement Policy

If you require replacement parts for products from the following manufacturers, please call them directly:

Bush 1-800-950-4782
Prepac MFG 1-877-773-7221
Sanus 1-800-359-5520
Sauder 1-800-523-3987
South Shore 1-800-290-0465
Home Styles 1-888-415-3986

To request replacements, please login to MyAccount and fill out a replacement request. In order to process all replacement requests as quickly as possible, make sure that you include as much detail as possible when filling out the Replacement Parts Form. If special information is required or the manufacturer would prefer you call them, a note will be displayed on the replacements page. Contacting the manufacturer first will be faster than calling CymaxStores and having us call them on your behalf.

Once your replacement request is entered, please allow 48 business hours for processing, and several days for the replacements to be prepared for shipment. Your original order time may be an indicator of the time replacements will take to arrive. If tracking information is available for the replacements it will be sent to you via email when available.

Most manufacturers that CymaxStores works with will replace whichever parts are needed to give you a complete undamaged unit. This is often quicker than replacing a whole item. Parts will be shipped to your door. If there are too many damaged parts, a new unit will be sent to you at the manufacturer’s discretion (please note that if no damage is noted when the order is accepted, the manufacturer may not be able to provide replacements). The maximum number of parts to be replaced is determined by the manufacturer.

If a new item is sent out, it will be sent with the same shipping method as the original order unless special circumstances apply: certain items may be too large or too small for the original shipping method of your order. If damage is properly signed for on delivery, replacement items will be shipped free of charge.


How Do I Return My Order?

Before you return your item(s) to Cymax Stores, you must either login to MyAccount to fill out a return form or call our Customer Service team to request an RMA (Return Merchandise Authorization) Number. All return requests must be filed within 2 business days after product delivery. CymaxStores reserves the right to refuse return requests placed after the first two days of product delivery.

An RMA code will be issued and sent to you via email and instructions will be included on how to return your order. Your return authorization will have an expiry date and items cannot be returned past this date.

It is the customer’s responsibility to ship the product back at their own cost. All items must be unused and in their original condition, in their original packaging. Additional fees may be applied if returned products are not in their original condition and packaging. Depending on the manufacturer’s return policies, items that have been unboxed or assembled may not be eligible for return.

Please wrap the package carefully. If the product is damaged while in transit back to the distribution centre, the package will be refused.

Use a preferred shipping method to return items to the provided address. For your protection, we strongly recommend that you insure the package in the event that any issues arise during the transportation of the returned order. CymaxStores is not responsible for lost or damaged returned packages.

Obtain a tracking number or delivery confirmation from the shipper. Save this tracking number for your own reference as proof of pickup, and email it to CymaxStores Returns Department. Notify CymaxStores when the product arrives back at the distributor/manufacturer. Once the item is received and inspected at the manufacturer’s warehouse, they will issue credit, which CymaxStores will pass on to you. An email confirmation will be sent to you once we have processed your refund.


What If My Order Is Damaged?

We understand that once you have placed an order with us, you want to receive it as quickly as possible and intact. Our manufacturers’ products are carefully packaged to withstand the journey from the warehouse to your home: many products are double-boxed and/or packed in cushioning materials to give them additional protection. In the unlikely event that your order does not reach you in optimum condition, please notify CymaxStores immediately if a product is damaged or has missing parts and we will assist you. If you would rather not accept replacements, you may still return the item for credit under our Standard Return Policy.

If your item is incorrect or defective, the manufacturer will usually ship a new product free of charge. Please note that it is very important in these cases to accept the items, as pictures will usually be required by the manufacturer to verify the problem with the item.

For damaged orders shipped by Truck Freight or White Glove service, please follow the procedure outlined below:

Thoroughly inspect the package and its contents prior to signing for delivery. Please keep in mind that while the outside packaging might appear damaged, the actual contents of your package might have been successfully protected by the cushioning materials inside the container and be perfectly intact. Do not refuse the order based only on an external inspection of the packaging. If the damage is not noted on the shipping documents the manufacturer may not be able to supply you with free replacements. If you do not have time to inspect the item or the carrier will not allow you to inspect, write ‘RECEIVED – NOT INSPECTED’ on your delivery receipt, and inspect the items as soon as possible. Please note that if your order is refused, it will generally be viewed as a return and credit will be issued under our return policy.

Even if the package appears only slightly damaged, it is very important to any claim you might need to make that you write “PACKAGE DAMAGED” on the sheet you will be asked to sign at the time of delivery. A scratch on the box could mean a scratch on your products, and we want to help you fix that as quickly and simply as possible. Should any issues arise later on, the more documentation available, the easier it will be for CymaxStores to resolve any of your concerns.

For orders shipped by any other method including USPS, FedEx and UPS, which might not require a customer’s signature, if parts are found missing or damaged after packages have been accepted, contact CymaxStores immediately to fill out and submit a replacement parts form.

When placing a replacement request, speed is of the utmost importance as most carriers only allow 48 business hours from the time of delivery for parties to file freight claims. Please contact us within 48 hours to report any damage, defect, loss or shortage of items on your order. Please note that the manufacturer may be unable to supply replacements if too much time has elapsed between deliveries and reporting the damage to Cymax.

 




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