US Supply Virtual Counter™ Return Policy
At the US Supply Virtual Counter, we want you to get the perfect product for your project and be happy with the result. We realize that you may receive something that turns out to be not what you needed or wanted, and if a product needs to be returned we will strive to make that process easy for you. Use the information on this page for help with returns and cancellations on orders placed with the US Supply Virtual Counter.
Any item purchased on the US Supply Virtual Counter (that is a non-special or stock item order) can be returned up to 15 days of receipt of the product. No restocking fee will be charged. Initial shipping charges are not refundable and buyer must pre-pay the return shipping costs*. Items which are approved for return and are returned over 15-days, may be subject to a MINIMUM 25% HANDLING CHARGE ON THE RETURNED ITEMS.
All products must be returned in 'AS NEW' condition - which requires the product to be in its original packaging and in 100% resalable condition (unless product is deemed defective).
We are here to provide you with the best possible Virtual Counter experience, so please call 888-878-2050 for any questions about completing the return process.
Call us at 888-878-2050 and let us help you set up your Return Goods Authorization (RGA) which provides you with authorization to your package. Only items with a pre-approved RGA will be eligible to receive credit.
No merchandise will be accepted for return without the sale ticket or invoice number and our prior approval. A MINIMUM 25% HANDLING CHARGE ON RETURNED ITEMS over 15 days will be deducted from the credit.
All claims must be made within fifteen (15) business days after receipt of goods. Prices prevailing at the time of shipment shall apply to returns. SPECIAL ORDERS MAY BE CANCELED OR RETURNED ONLY IF APPROVED BY US, AND ARE SUBJECT TO HANDLING, FREIGHT AND RESTOCKING CHARGES TO MANUFACTURER.
Products that are uninstalled (unless defective) will receive credit only. Special Order items that are deemed defective can be returned only as per our special-order policy below.
Common carrier services
To return items that were delivered via common freight carrier deliveries (AKA – truck or LTL deliveries), please call us so that we can assist to arrange for pick-up of your product. US Supply Virtual Counter will accept returns from common freight carriers that are arranged by our customer care department only. Give us a call for help with common freight carrier returns at 888-878-2050.
*Return freight charges are the customer's responsibility. Customer will be notified of these freight charge policies at the time the return request is processed.
Returns are inspected at our warehouse upon receipt. Credit will be given to items we determine have not been installed or used in any way (except in case of defect). We will issue a refund for qualifying returned merchandise within 15 days of receipt. We will issue credit to special order returns that are deemed defective only.
Please inspect all shipments upon delivery prior to signing or accepting delivery. Customers are responsible for damaged products if approval signature is received. Our Virtual Counter team will help you if your shipment appears to be damaged. Please refuse delivery of damaged material and notify our US Supply Virtual Counter immediately by calling 888-878-2050. Please do not sign for the material. Claims for common carrier deliveries that are signed for without damage noted by the customer must be filed by the customer directly with the common carrier. Our Virtual Counter Associates will work to resolve concealed damage shipments on UPS or FedEx deliveries that are reported within 48 hours and will file a claim on behalf of the customer.
If you would like to return a product, we will help by issuing a Return Goods Authorization (RGA). To obtain an RGA and shipping instructions, please call our US Supply Virtual Counter at 888-878-2050. Requests for returns are generally processed within 2-4 days. You will receive your RGA via email which is provided. You are responsible for returning the items within 30 days once an RGA number is issued. Items returned over this 30-day time period, may be charged a minimum of 25% RESTOCKING FEE.
Please note: US Supply will accept and issue a refund for items returned with an authorized RGA only.
Cancellation policy You may cancel your order for any reason and receive a full refund prior to your order being shipped. Typically, most orders are shipped the same day they are received. Our Virtual Counter department can inform you of the status of your order and advise you if the order can be cancelled for a full refund. Once an item is shipped the terms of our Returns policy will take effect.
We make all efforts to order products for our customers that are hard to find elsewhere and are outside of our regular inventory. These orders are considered custom or special orders. A Virtual Counter Representative can help you place orders for special order items. You will be notified prior to placing the order that the item is a special order and is non-returnable (unless defective). You may be able to cancel the special order prior to being shipped by contacting the US Supply Virtual Counter at 888-878-2050. Our Virtual Counter Associates are here to help you! For any questions about the US Supply return process, cancelling an order or special orders please call us at 888-878-2050.