Refunds and return policies vary depending on the reason for the return. If your return is authorized, you will be refunded for the product minus any applicable restocking fee, the cost of shipping the item(s) back to us, and any other applicable fees. Detailed shipping instructions are provided below.
For returns due to defects, errors, or damages, please call or email our customer service for immediate assistance.
PHONE: 972-412-7179 or EMAIL: info@universalrocks.com
To obtain your RMA NUMBER: (PLEASE EMAIL INFO@UNIVERSALROCKS.COM)
RETURNS MUST BE SHIPPED WITHIN 14 DAYS OF THE ORIGINAL DELIVERY DATE.
Ship your package to:
Universal Rocks Returns
825 Shepherd Dr
Garland, TX 75042
Please note: You are responsible for your order until we receive it. Therefore, it is important that you ship your return via a method that is verified and tracked with proof of delivery.
RETURN PROCESS:
To return your order, please carefully complete and follow the instructions below:
For boxes:
- Securely package your shipment.
- Include your RMA number on the outside of the box or on a note inside the package.
- Ship via a certified/tracked method. We recommend UPS or FedEx.
- You are responsible for printing the shipping return label and attaching it to the outside of the box.
- Items that have been abused, used, or are not in a resalable condition may be subject to additional fees that will be deducted from your refund amount. Shipping fees are not refundable.
For pallets:
- We will arrange the shipping back to us and send you a return label (BOL). The cost of the shipping will be deducted from your refund.
- If you do not have the original pallet, you are required to find the same size pallet it was previously shipped on.
- Secure the products to the pallet well; you do not need to worry about wrapping them, just ensure they are tied down securely.
- Let us know when you are ready to have the pallet picked up by the freight company.
- Include your RMA number on a note inside the package.
- You are responsible for printing the shipping return label (BOL), attaching one to the pallet, and handing another one to the driver.
- If the shipping company requires it, you must be available when they arrive for pick-up.
- Items that have been abused, used, or are not in a resalable condition may be subject to additional fees that will be deducted from your refund amount. Freight/shipping fees are not refundable.
ORDER CANCELLATIONS:
Custom Orders:
Custom items of any sort cannot be returned or exchanged for ANY reason. These items were specifically made for you and cannot be resold.
- For custom orders that have been made but not shipped, a 50% restocking fee will be charged.
- If your custom order has shipped or been delivered and you wish to cancel, it is non-refundable as the item was customized for you.
Standard Orders:
- If you wish to cancel an order that has been placed but not yet produced or shipped, you may do so without penalty. Please call or email us to check the status of your order.
- If you wish to cancel an order before it has shipped but it has been produced, a 25% restocking fee will apply as all items are made to order.
- If the product has shipped and is currently in transit and you wish to return the product, you are responsible for a 25% restocking fee and any reroute fees.
LOSS OR DAMAGE (visible):
Minor Damage: If your shipment has minor damage, please follow these steps:
- If the driver is present: Note the damage on the receipt before signing and report it to the driver. Most minor damages can be easily repaired. If the damage cannot be satisfactorily repaired, we will need the signed receipt marked “DAMAGED” to file any claims. Without this documentation, we cannot assist you. Sending photos of the damage to us is also helpful.
- If the driver is not present: Take photos of the damage and contact us immediately. Notify us of the incident and send us the photos. Most minor damages can be easily repaired.
Major Damage: If your shipment has major damage, please follow these steps:
- If the driver is present: Refuse the shipment and sign the receipt “REFUSED”. Report the damage to the driver. Notify us immediately and send us photos of the damage. Once we receive the shipment back at our location, we will process the return or exchange.
- If the driver is not present: Take photos of the damage and contact us immediately. Notify us of the incident and send us the photos. Once we receive the shipment back at our location, we will process the return or exchange.
Note: Internal damage, such as cracks or chips in the foam, is not uncommon and does not affect the functionality of the product. The foam is on the underside of our products and will not be visible once installed. Products returned for these reasons will be subject to a 25% restocking fee.
Concealed Damage: If you discover damage after the driver has left, notify the carrier immediately by telephone and in writing, requesting an agent to fill out an inspection report. Save the shipping containers and packing materials for inspection along with the merchandise. Note any indications of rough handling. Requests for inspection must be made within 7 days for shipments within the USA or Canada, and within 5 days for international shipments.
Written Claim: As the consignee, you must file a written notice of damage/claim with the carrier as soon as possible for any loss or damage.
Important Note: Although the pallet may appear damaged, the product inside is likely in good condition. Our products are very durable and can withstand significant handling.
***Refunds can take up to 30 days.***
Thank you, and we hope to do business with you again in the future!