To obtain R & N Collectibles, Etc authorization to return a defective item for credit or replacement, simply contact us within 15 days of receipt. Non-defective merchandise returns will incur a 20% restocking fee, and must be returned within 7 days of receipt.
Conditions
Non-defective merchandise must meet the following conditions to qualify for return acceptance.
A. Merchandise must be in its original minimum inner pack quantity, as shipped by R & N Collectibles, Etc. Broken quantity inner packs are not returnable.
B. Sample items are not returnable.
C. Merchandise, merchandise packaging, and inner pack must bear no markings or be otherwise defaced or damaged.
Returns which do not meet the conditions described in this return policy will be returned and shipping cost of return will be charged.
Items with Guarantees or Warranties
If a purchased item includes a product guarantee or warranty, follow the instructions on the guarantee or warranty for repair or replacement.
Items Damaged during Shipment
All merchandise damaged during shipment is covered by the shipper. If you receive merchandise damaged during shipping, please contact our Sales Department within 20 days of the date of shipment of your order, and your claim will be processed immediately. NOTE: Established procedures by UPS must be complied with or they may deny your claim.
CLAIMS
Claims will fall under the following categories: (1) Lost order, (2) Damaged merchandise, (3) Shortage on order, (4) Defective merchandise, (5) Wrong item sent, (6) Manufacturer's Guarantee defect.
LOST ORDERS
It doesn't happen often, but carriers such as UPS, do lose orders. If you have placed an order and have not received it in a reasonable period, do the following:
Contact the R & N Collectibles, Etc Sales Department. Please have the following information ready:
a.Your full name.
b.Your R & N Collectibles, Etc account number.
c.A copy of the order submitted to R & N Collectibles, Etc and date mailed.
d.Approximate dollar amount remitted and how the order was paid. Personal check? PayPal? Money order?
e.If a partial order was delivered and the invoice is included in one of the delivered cartons, please have this invoice available and a list of the missing items. Advise the Sales Department of the number of cartons received.
R & N Collectibles, Etc will check our computer to find the date your order was shipped.
R & N Collectibles, Etc will initiate a tracer with the carrier. Normally a response is received within 10 working days after the tracer is initiated. Most carriers require a 10-day waiting period before they will accept a tracer request.
R & N Collectibles, Etc will notify you when we receive the result of the tracer. Results of a tracer are generally one of the following:
1. The Carrier is unable to prove delivery. Therefore, credit has been issued to your account, or we have reshipped your merchandise as you requested.
2. The Carrier will submit a photocopy of a delivery receipt which will be forwarded to you. It will show the order was delivered in full, and the signature of the person who received the order and the date it was delivered.
3. If, after receiving the photocopy, you find the signature is not yours, a neighbor's or a member of your family's return the photocopy to R & N Collectibles, Etc Sales Department together with a denial of signature letter. We'll then file a denial of signature claim with the carrier. This will require an additional 7 to 10 working days. We'll notify you of the results.
4.The Carrier may have returned the order to R & N Collectibles, Etc for the following reasons:
i. UPS made three attempts at delivery to you and no one was home.
ii. Your delivery address is a Post Office Box. UPS does not deliver to a Post Office Box. They notify you, but if no response is made within seven days, the package is returned to R & N Collectibles, Etc.
iii. You have moved and your order was sent to your former address. The package may have been retained by someone who signed for the package at your old address, or the shipment was returned to R & N Collectibles, Etc.
DAMAGED MERCHANDISE
Inspect each box for signs of damage such as crushed, torn, open, unseamed tape, etc. If you do find outward damage, sign the receipt with the words "Exception – Damage." For United Parcel Service deliveries, contact R & N Collectibles, Etc Sales Department and give the invoice number or the shipment involved. Explain the damage involved, number of cartons received and whether you desire a replacement or credit to your account. This information will prepare us for a claim report from the carrier.
Hidden Damage by carrier:
If you should receive a shipment delivered by carrier that shows no visible damage, but upon inspection you discover damage due to evident rough handling, contact R & N Collectibles, Etc Sales Department within 10 days of invoice date and report the damage. R & N Collectibles, Etc will issue credit or replacement at your request.
Shortages
If you receive an order from R & N Collectibles, Etc and find it has not been filled completely:
Check your invoice. If the item was out of stock, it was not charged to your account. If the item does not appear on your invoice, be sure to advise the Sales Department when you contact R & N Collectibles, Etc.
Thoroughly check the cartons and packing. Small items may be under the packing material. Upon receipt, check the condition of the cartons. If there is a shortage due to tampering, a claim must be placed with the carrier. Follow the same procedure as if there is damage.
If there is no tampering and an actual shortage exists, contact R & N Collectibles, Etc Sales Department. We'll need to know the invoice number, number of cartons received, the missing item number, and whether you prefer credit or a replacement.
R & N Collectibles, Etc will investigate the shortage. When the item is confirmed as not shipped, it will be shipped or credit will be issued to your account, whichever you prefer.
If you have any further questions please contact our Sales Department at sales@rnncollectibles.com and we'll gladly assist you with your questions.
