Shipping / Claims / Returns
RESISTOL.COM SHIPPING & CLAIMS POLICY
· After you place your order, we will send you an order confirmation via email.
· Please note that multiple item orders may result in a split shipment based on stock availability. We will email tracking information when your order is fulfilled and shipped.
· At this time, we do not ship to PO Box addresses, Military APO/FPO addresses, U.S. Territories (American Samoa, Guam, Northern Mariana Islands, Puerto Rico, U.S. Virgin Islands), Alaska, Hawaii, and anywhere outside the United States.
RESISTOL.COM RETURN & EXCHANGE POLICY
While we are unable to process exchanges at this time, we do accept returns.
Resistol will accept returns* for full-priced items purchased on Resistol.com and will issue store credit to the customer within 30 days of order date. Resistol will also offer exchanges for identical items, but in a different size. Returns received after 30 days from order date will not be accepted. Resistol will not accept a return on merchandise that has been washed, worn, damaged after receipt, missing the original tags or otherwise altered. Return approval is at the discretion of our Returns team and Resistol reserves the right to deny any return that does not comply with our policy. Denied returns will be shipped back to the customer.
*Sale merchandise is FINAL SALE and NOT eligible for return.*
*Any orders containing a special offer are NOT eligible for return but can be exchanged for a different size if applicable under Resistol's discretion.*
· You will be refunded for the value of your returned item(s) and tax. You will not be refunded original or return shipping costs.
· We only accept returns that were purchased via this website. Resistol.com will not accept orders that were purchased from other retailers.
· If you receive an item that is damaged or differs from what you ordered, please contact customer service immediately.
· You must ship your return using a trackable shipping method. Resistol.com cannot accept responsibility for packages we do not ship. Please keep the tracking details for your records.
RETURNS FAQ
How will I know when Resistol.com receives my return package?
As soon as we receive and process your return we will email a confirmation to the email address you provided on your original order. Note, if there is a refund due, this refund will be noted in your email confirmation and typically shows up on your credit card account within 2-5 business days (depending on your credit card) or by your next credit card statement.
What is a good guideline when I should expect to receive an email confirmation that my return package has been accepted and processed?
Allow 2-4 weeks for your return to be processed. This takes into consideration the transit time of the return package back to us, a full warehouse inspection of the returned item(s) and credit processing of your return paperwork. As soon as your return is processed you will receive an email confirmation.
RESISTOL.COM CLAIM POLICY
When you make a purchase at Resistol, we want to make sure it is delivered to you without issue. Get peace of mind with our delivery guarantee in the event your delivery is damaged, stolen or lost during transit. Package Protection covers lost, stolen, and damaged items so that you can rest easy knowing that you’re covered if one of your orders arrives damaged or doesn’t arrive at all.
How Does It Work
Normally, if a package is lost, damaged or stolen during transit, we will issue a claim with the carrier on your behalf and wait for the results of the claim investigation before issuing a refund or re-shipping the order - and in the case of damaged items, usually require visual proof of damage.
By selecting Package Protection at checkout, we are able to handle claims faster. You simply submit a claim on our claims portal and we'll issue a no hassle refund or replacement immediately.
When Is A Shipment Deemed 'Lost'?
We use the same rules that the carriers use for defining a lost shipment:
- Carrier status states "delivered’", but you have not received it. Allow up to 7 business days but no longer than 15 days for United States domestic shipments (20 days for international shipments, including Canada) for your shipment to be delivered. Sometimes the carriers prematurely mark shipments as delivered and then issue a redelivery, and it then turns up in a secure location at your property or perhaps may be delivered to the wrong address that is caught and corrected by the carrier.
- If your carrier status is not "delivered" and your tracking has not updated for 2 weeks from the ship date.
Shipping carriers may classify these situations as a ‘delay’ if there is a high number of shipments in their network, and they are aware of delays. As long as there are no known carrier delays, we will offer a refund or replacement right away.
What Is Considered 'Damaged'?
- Items arrive damaged in transit - interior packaging is torn, bent, broken etc.
- Some of your order is missing due to the box/envelope having broken open during transit
What Is Not Covered Package Protection?
- Missing parcels or redelivery fees due to invalid / incorrect address information provided by you when you placed the order
- Delays in transit (as defined by the carrier)
- Orders that have not shipped yet
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International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your chosen carrier and pay required customs fees. If you
- refuse customs payments, we are not liable for any return to sender fees and these will be deducted from any refund that may be due
- Items that are returned to us for a refund or exchange through our returns & exchanges portal
- If you requested items to be left at a location other than the address you supplied with your order and they go missing - this waives the right to any claim as per carrier terms and conditions
How To Submit a Claim
- If you purchased Package Protection at checkout and your order is lost, damaged or stolen, please submit a claim using our Package Protection Protection claims, Returns and Exchanges portal.
Our Policy For Handling Unprotected Shipments
If you do not elect to purchase Package Protection at checkout and your shipment is lost, damaged or stolen during transit - we will diligently follow the claims policy of your selected carrier to either locate the shipment or deem it as lost. This process can take up to 4-8 weeks, may require additional documentation from you and is at the discretion of the carrier.
If your shipment has GPS location or photographic evidence from the carrier that it has been delivered to the address on your order, is with a neighbor or at any other secure location and in good condition, we are not responsible for a refund or replacement.