Who’s responsibility are International duty / customs fees?
Duties & Customs Fees are the responsibility of the customer. International deliveries may be subject to customs processing and additional charges. These charges are the responsibility of the consumer. Refusal of package acceptance is also the responsibility of the consumer, and does not constitute a refund.
Is there a deadline for returning products for a refund or exchange?
We will accept any unwashed/unworn merchandise items for return or exchange within 30 days of delivery (within 45 days of purchase for shipments outside of the United States). The return date will be determined by the postmark on the returned package.
To what address should I send items I am returning or exchanging?
In order for us to process your return as quickly as possible, send us an email at [email protected]. Please be sure to include the name of the item being returned and the original order number. Please be sure to also include the reason for return/exchange. Place all items in their original packaging or into a secure box or envelope mailer. Returns can be mailed via USPS or UPS.
All returns should be addressed to:
Hi-Line Merchandising, LLC
ATTN: Returns Dept.
392 Five Locks Rd, Suite 5
Shoemakersville, PA 19555
Am I able to return or exchange something that I was gifted?
We accept returns on orders that were purchased as a gift. Please note that a refund or any financial adjustment made on the order will be applied to the original form of payment only. If you are not the purchaser of the gift, the refund will be issued in the form of a store credit to the webstore that the gift was originally purchased from in the current amount that the product(s) are listed. If you are not the original customer, please include their name and zip code to help expedite the process.
What is not refundable?
The following items or situations are not eligible for a refund or exchange: Wearable items that are washed or worn, undergarments, masks, open media, downloads, as well as perishable goods.
Is My Order Eligible For a Cancellation/Refund?
If an order was placed and you have received an Order Notification via email, that signifies that your order has started the Fulfillment Process. Please allow our Fulfillment Center to process the order for 14 business days. If a Shipment Notification has not been received within 14 business days, your order is eligible for a Cancellation. Please allow up to 14 calendar days for the financial adjustment to be made on the order. The refund can only be applied to the original form of payment.
What form will my refund take?
All refunds will be credited to the original payment source. If the original payment source is unavailable we reserve the right to issue a credit to the webstore in which the item was originally purchased. Shipping and handling charges are non-refundable except in the case of a manufacturer’s defect.
Who pays for postage?
Hi-Line Merchandising is not responsible for return/exchange shipping costs, unless there is a manufacturing defect. Please email [email protected] with photos and an explanation about your defective merchandise, and we will determine if your return/exchange is applicable for free shipping. If you are returning an internationally shipped order, please include your shipping receipt. Please contact customer service for shipping reimbursement information based on your purchase. If we determine at our sole discretion that the merchandise you return is not eligible for return or exchange you authorize us to charge your original payment source the applicable return shipping charge.
Are there requirements for how my return/exchange needs to be shipped back to you?
For any returned merchandise valued in excess of $100.00 you must send the merchandise using a traceable and insured ship method and include your receipt with your return for reimbursement. Please note, we only issue reimbursements if the return is due to an error on our part. If necessary, you may arrange with our customer service center for a call tag to be sent to you for use in shipping the package via United Parcel Service (UPS), with the cost to be deducted from your refund.
What if my return is lost in the mail?
We do not issue refunds for items not received by our returns department and recommend you use a traceable ship method to ensure successful delivery.
Should you need further assistance, please call customer service at (610) 562-2087, or e-mail [email protected].