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Returns


Returning a product

What is Ace Mart's return policy?
I ordered the wrong item. How do I exchange it?
My equipment is malfunctioning. How do I return it?

Cancelling or changing an order

How do I cancel my order?
I just placed an order but I need to change it. How do I do this?

Refunds and credits

How soon will I receive a refund for the item I returned?
Will I have to pay any return fees?

Shipping damage

What should I do if the package has obvious signs of shipping damage when it shows up?
My order had some concealed damage I didn't notice when it first arrived. What should I do?

 




Returning a product


What is Ace Mart's return policy?
We accept most returns within 30 days of invoice if the item is in new and unused condition. However, an RA (Return Authorization) is required for all returns and must be requested and included with your order prior to sending the item back. All sales of perishable foods, including products that contain perishable foods, are final. Ace Mart does not offer refunds or exchanges on perishables. Items returned without prior authorization will be subject to a 20% restocking fee. For a full explanation of our Return policy, please visit our Policies page.

I ordered the wrong item. How do I exchange it?
Contact Customer Service to receive an RA (Return Authorization) number. Once the item is received, we will process your new order, apply any necessary credits or charges, and ship the exchanged item. Note that certain custom or special order items cannot be returned. Please read our Policies page for more information.

My equipment is malfunctioning. How do I return it?
We cannot accept returns or exchanges for items that have been used. We will work diligently with a service agency to coordinate a service call in order to diagnose and repair the item as quickly as possible, under the terms of the product warranty.

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Cancelling or changing an order


How do I cancel my order?
Orders that have not shipped can be cancelled by contacting Customer Service by phone or email as soon as possible. If your order has already shipped and you still wish to cancel it, you will be responsible for all round trip shipping charges. Simply refuse the item when it arrives or send it back at your cost, and we will credit you for the order, less applicable shipping charges, once it has arrived and been processed. You can read more about cancelling an order in our Policies page under Cancelling an Order.

I just placed an order but I need to change it. How do I do this?
Please have your order number and the specific item number(s) ready and contact Customer Service immediately to explain which items you would like to add or remove. Your credit card charge will be adjusted once the order ships.

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Refunds and credits


How soon will I receive a refund for the item I returned?
Once we receive the item, it will take 3 to 5 business days to process it and issue a credit. Refunds by credit card will post within 3-10 business days, depending on your financial institution. Refunds by check generally take about 1 to 2 weeks to arrive in the mail. Please read our Policies page for more information.

Will I have to pay any return fees?
A 20% restocking fee will be applied to all returns received without an RA (Return Authorization) number. Additional fees may apply for orders returned with opened, damaged, or missing boxes, missing parts or instruction manuals, and other factors that prevent this item from being sold again as "new". Special order items are subject to a 20% restocking fee or the manufacturer's actual restocking fee, whichever is higher.

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Shipping Damage


What should I do if the package has obvious signs of shipping damage when it shows up?
Be sure to note any damage or suspect areas of the package(s) with the delivery person prior to accepting it. Contact Customer Service immediately if you are unsure of whether to accept a shipment. You also have the right to refuse receipt of a shipment if the damage is obvious and will make the item unusable. Please note the damage on the delivery bill and with the driver before allowing him to leave, as this will become a key piece to filing a freight claim with the carrier for reimbursement.

Please note that it is extremely important to fully inspect your shipment before signing for it. Once you have signed for a shipment, the carrier will assume that any damage discovered later did not occur during shipment and will refuse any freight claims. Please read our section on Orders Damaged in Shipping in our Policies page for more information.

My order had some concealed damage I didn't notice when it first arrived. What should I do?
In most cases, the carrier will assume the damage occured after delivery and will refuse any claims against it. However, contact Customer Service anyway as soon as possible after receipt, as some carriers may consider a "concealed damage" freight claim, but only within 5 calendar days of the delivery date; claims filed after 5 days will not be considered. Even if you don't plan to use the item right away, we strongly recommend inspecting it immediately upon delivery. Please read our Policies page for more information.

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