Damaged or short shipments should be reported within 5 days of receipt. If a shipment arrives damaged or if the box appears damaged:
- Note damage on the delivery bill and have the driver sign it, acknowledging the damage.
- Contact the Duralife Customer Service Department within 5 days of receipt at 1-800-443-5433 to start processing an insurance claim. An order will be entered at that time to replace the merchandise.
- Save the container and merchandise for inspection.
Missing or Wrong Items
- If your order is missing items or has been incorrectly filled, please contact Customer Service. Short shipments should be reported within 5 days of receipt.
- Call our Customer Service Department at 1-800-443-5433, Monday through Friday from 7:00 a.m.-3:00 p.m. ET for a returned goods authorization number (RGA number). Write the number on the outside of your return shipment and send package to Duralife Inc. 195 Phillips Park Drive, South Williamsport, PA 17702. All return shipping expenses are paid by the customer. Items must be returned within 30 days of receiving RGA number.
- If you receive merchandise as a result of a Duralife Inc. error, we will pay for the return shipping expense and no restocking fee will be applied.
- For all other returns, we will credit your account for returned merchandise, minus the restocking fee, once merchandise has been received, inspected and confirmed to be in resalable condition. Credits will not be issued for items received in non-resalable condition. The customer is responsible for properly packaging and protecting the item during its shipping back to Duralife Inc.. Initial freight charges are not credited.
- All returns must have an RGA number (returned goods authorization number can be obtained from our Returns Department–see above). All unauthorized returns are subject to a 20% processing fee and a $10 administrative charge.
- All returns must be in original packaging and received in new and resalable condition.
- For health reasons we are unable to accept returns or exchanges of hygiene products if they have been used.
- Credits for returns are issued only to original purchaser.
- Any order cancelled before it is shipped will be subject to a 6% cancellation fee.