Defective or Damaged Items

If you receive a product that is defective or damaged, or your product is less than 60 days old and you are having problems, please contact us right away with details of the problem and we'll get you taken care of.

If your product was damaged during shipping, please see this topic below in the Product Returns FAQ for additional information.

If your product is over 60 days old, we suggest you contact the product manufacturer for further assistance. All products come with a manufacturer warranty, which will vary depending on the product.

Please see our Return Policy for further details concerning our return policy.

Non-Defective Items

We have a 60-day return policy. If your product is non-defective and you wish to send it back for an exchange or refund within this timeframe, please see our Product Return Form (link opens in new window). If you don't have a printer, please include a handwritten note with the information contained on the form with your return.

Please see our Return Policy for further details concerning our return policy.

Product Returns FAQ

How long will it take for my return to be processed?

Returns are typically processed within three to five business days of receipt. 

Are shipping charges refundable?

Please see our Return Policy for information regarding shipping charge refunds.

What should I do if my product was damaged during shipping?

If you receive a product that was damaged during shipping, please contact us immediately so that we can coordinate having your product replaced and file a damage claim. Time is of the essence as there are courier limitations regarding damage claims. Please note that as part of the claims process the courier may wish to inspect the packaging, therefore we ask that you retain everything and preserve the condition of the packaging.

What if I refuse my shipment or wish to cancel an order that is already in transit?

Once a package has been shipped, our normal Return Policy applies. Rather than refuse a shipment, we prefer that you accept the shipment and return it according to our normal return process. Should a shipment be refused upon arrival, the return shipping cost will be deducted from your refund since customers are responsible for return shipping as noted in our Return Policy.

What if the delivery address I provided was incorrect and the package is undeliverable?

In many cases we are able to reroute UPS packages while they are in transit. If you find that the address you provided is incorrect, please contact us and we will make the necessary changes with UPS. Please note: UPS charges a $17.00 intercept fee to change the address. Unless the address error was made by ChimeTime, the customer is responsible for the UPS fee. If the package cannot be intercepted, it will likely be returned to our facility by UPS. Upon receiving the package, we are happy to resend the package to the correct address. Unless the address error was made by ChimeTime, we do kindly request reimbursement of shipping fees to the incorrect address.