Shipping and Return Policy
Returns
We have a longstanding commitment of providing our customers with the best possible service every time they shop with us. We take great pride in exceeding our customers’ expectations and building lasting relationships. Returns must be approved in advance. Please call (786) 202 - 0704 or e-mail info@insulationmarketplace.com to obtain your Return Authorization (RA) number prior to shipping any product to us.
Important guidelines for all Insulation MarketPlace returns:
- All returns must be clearly labeled with your RA number.
- Returns must be in like new/unused condition to receive a refund.
- Returns may only be made within 30 days of receipt of your order.
- Customers are responsible for any costs related to returning the merchandise. We recommend using a carrier that will provide a tracking number for the shipment and offers insurance. If the item(s) arrive to us damaged, we will provide photos of the damages and/or make the package available to your carrier for inspection so that you may file a claim with your carrier.
- Shipping charges for the original order are non-refundable.
- A 20% restocking fee will be deducted from the product refund.
Damaged Products or Lost Packages
Your satisfaction is our success, therefore, our goal is to get your products to you on time and in perfect condition. Occasionally, something happens along the way to prevent that. Please let us know right away so we can make it right.
Damaged/Defective Products Should your items arrive damaged, defective or missing; please contact us within 10 days of receipt so that we can work with you to ship replacements or missing items right away. For defective items please be prepared to tell us in detail or share a photo of what is wrong with the product so we can use that information to prevent other customers from having the same issues.
Lost or Damaged Packages Should your order not arrive or the package is damaged, and you don't receive a satisfactory response from the shipping carrier, we want to help. Please contact us within three days after delivery (or the date it was expected to be delivered) and follow these guidelines to expedite the claim process:
- Inspect every shipment for lost, missing or damaged merchandise (be sure to count containers if your shipment came in multiple containers.)
- Sign the freight carrier's bill as short, damaged or incomplete to record the issue.
- Obtain the signature of the carrier for the lost or damaged merchandise.
- If you provide us with an incorrect address, please contact us right away so that we may try and re-route the shipment. However, if you do not contact us in time, the order will come back to our warehouse when they are unable to deliver it to you. In this instance, we will refund your order, minus the shipping charge and you will need to resubmit it via our website or over the phone.
