Shipping Policy
When Will My Order Ship?
We ship worldwide* from our facility in South Carolina. Orders are shipped Monday through Friday with exception of national holidays. Orders shipping standard USPS, or UPS Ground may take 1-3 days to process depending on how busy we are; however, most times we ship next business day. Expedited orders (UPS Next Day Air, UPS 2nd Day Air, UPS 3 Day Select, USPS Express), must be placed by 11AM EST in order to ship same day. Large, multi-piece, orders are subject to the standard order processing time of 1-3 days (inclusive to all orders, whether expedited or standard shipping). All orders are shipped in the order received.
We reserve the right to combine orders shipping to the same address. We reserve the right to require signature confirmation on any shipment deemed necessary. Your tracking number will be sent to the email used to place the order. If you do not receive the email, you may contact store@thoughtout.biz
How Long Will It Take To Receive My Order?
For some parts of the USA, you may not require as much lead time for standard delivery. Shipping provider (UPS, USPS, etc) transit time guaranties will follow the respective provider guidelines guaranty schedule. UPS Ground transit times are based on UPS’s Transit Times Map below. USPS transit times are based on USPS’s delivery guidelines as follows.
USPS Transit Times
USPS Priority Mail Express: Next-Day to 2-Day Guarantee by 6PM
USPS Priority: 1-3 business days
USPS First-Class Flat: 1-5 business days
USPS Ground Advantage: 2-5 business days
USPS Express International: 3-5 business days
USPS Priority International: 6-10 business days
USPS FCM International: 7-21 days, however USPS does not guarantee delivery dates or times
UPS Ground Transit Times
Handling
Most orders ship within 1 business day (unless noted within the item store listing) and with exception of national holidays; with your selected shipping choice during checkout. In rare cases, 1-3 business days may be required.
UPS will not deliver to USPS post office boxes. In the event UPS is selected with a USPS PO Box shipping address we reserve the right to change, select, and ship with the correct shipping carrier, with as close as possible equivalent delivery time as originally selected during your checkout. We are not responsible for delivery delays as a result of the customer selecting a carrier that will not deliver to a USPS post office box.
*Customers are responsible for any VAT, brokerage and customs charges that may apply to any international shipments.
Report a Shipping or Order Fulfillment Problem
You must contact us within 48 hours of confirmed delivery if your order:
- Show's delivered when you track it, but have not received it
- Was damaged during shipping
- Is missing items
- Wrong item was received
You must contact us within 30-days from the date of order for non-receipt of your package, otherwise we'll be unable to assist.
Cancelled or Modified Orders
Any order that is later cancelled or modified by the customer will be issued store credit or a 4% fee deduction will apply from a refund issued.
Denied, Rejected or Unclaimed Packages
A return of a denied, rejected or unclaimed package will be subject to store credit (good for 60 days) of the order subtotal less any restocking, promotional/shipping incentives, and return shipping fees incurred as a result of the package being denied, rejected or unclaimed.
Undeliverable Packages
An undeliverable return of a package by the carrier, that is not the result of our error will be subject to store credit (good for 60 days) of the order subtotal less any restocking, promotional/shipping incentives, and return shipping fees incurred as a result of the package being returned as undeliverable.
Return Policy
If you're not satisfied with your purchase, you may be eligible to return it for a refund subject to the terms below. Any order totaling more than $599.99 does not qualify for return. Please contact our office for further assistance. Review the policy below to determine which return classifciation applies to your purchase.
Return Authorization (RMA Required)
An approved Return Merchandise Authorization (RMA) number is required for all returns. RMAs may be requested by visiting our contact page and submitting the online form with your order number, full name, email address used at checkout, and reason for return. You will receive return instructions once your request is approved.
We reserve the right to reject any return received without an authorized RMA or to apply a 20% restocking fee to unauthroized returns.
Shipping & Packaging Responsibility
The shipping box, packing materials, and return shipping costs are the responsibility of the customer. We will cover return shipping costs only if the return is the result of our error (e.g., incorrect item shipped).
Condition of Returned Items
All returned items must be new, unused, non-defective, and include all original parts and components. Returns that do not meet these conditions may be subject to an additional restocking fee or may be deemed ineligible for a refund.
Refund Processing
Once your return is received and inspected, we will notify you via email. Approved refunds will be issued to the original payment method for the item purchase price, less any applicable restocking fees or promotional incentives.
Standard Classification Returns
Standard use customers may return eligible items within 30 days of delivery.
A 10% restocking fee will be deducted from the refund for all Standard Classification returns.
Standard Use Classification Includes:
- Any product (excluding custom or commercially classified products) used by an individual in a non-commercial environment.
Commercial Classification Returns
Commercial use customers may return eligible items within 7 days of delivery.
Commercial returns are subject to:
- A 20% restocking fee
- A 4% refund transaction fee
Any commerical order that is cancelled or returned and replaced by a new order will be issued store credit, or a 4% fee will be deducted from the refund.
Commercial Use Classifications Includes:
- Any product used in a commercial environment (non-personal use), including but not limited to: restaurants, retail locations, banks, churches, schools, libraries, municipalities, trade shows, and galleries
- Any product totaling more than $299.99 and/or a maximum of three (3) identical units per customer within any 30-day period
- Any EnCloz product
- Any VESA product
Custom Classification Returns
Custom orders are final. Once an order has been placed, no returns or refunds will be honored for custom products.
Custom Classifications:
- Any non-standard or custom product
Store Credit Policy
Any store credit honored by Thought Out Company on its direct online store will expire 1-year after its effective date.