North Star Brands is dedicated to our customer’s 100% satisfaction. For non-custom orders, we will issue a refund/credit if you are not satisfied with your purchase and notify us within 15 days of product receipt. It must be returned in the original packaging and in saleable condition. All returned items are subject to a 25% restocking charge and must be returned freight prepaid. Unfortunately, we are unable to accept returns or issue refunds on custom items.
While we do take every precaution to ensure your order arrives in pristine condition, occasionally items sustain damages during transit. It is very important to inspect your product thoroughly before accepting and signing for your package. Packaging that appears in good condition does not guarantee that there is no “hidden” damage. The only way to be certain is to fully unpack and examine the contents carefully before signing. Legally, by applying your signature, you are signing a document stating that you have inspected the item and it is in good condition. We have no recourse when the item is signed for, any later claim for un-noticed ("hidden/concealed”) damage must be filed by you with UPS.
Many times, it is common practice by the postage courier to leave packages on your doorstep if no one is available for signature. Again, please inspect the package by fully unpacking and examining the contents. If you notice damage to the product during your inspection, please call our customer service department immediately. Claims must by filed within 7 days after receipt. We will issue a return goods authorization (RGA) number if the claim is made within the timeframe stated.
For un-noticed (“hidden/concealed”) damage call UPS at 800-picks-ups with your tracking number to report the damage. If you notice damage to the product during inspection, refuse the package and note the damage on the bill of lading. Please call our customer service department immediately and we will issue a return goods authorization (RGA) number.
Most of the products we sell carry a full one-year warranty on all defective parts returned to the factory for replacement. If you receive a defective item upon delivery and it's not due to shipping damages, please contact customer support at 1-706-373-9028. Please have available the item's brand or manufacturer, along with the original date of purchase for verification.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. Special Note: the purchase and shipment of all janitorial items is restricted to the states of South Carolina and Georgia. Purchases of janitorial items by customers residing in other states will be refunded and the order(s) cancelled.
General Notes and Policies
- After signing for and accepting your merchandise, you are responsible for all damage claims.
- You must contact us within 7 days of receiving your merchandise if your product is damaged.
- In the event of a product damage return, you must contact customer service to receive a return merchandise authorization number (RMA.)
- All returns are subject to a 25% restocking fee.
- Shipping and handling charges to and from are not refundable.
- North Star Brands reserves the right to refuse all returns.