Product Was Damaged or Lost During Shipping
In the event your order was damaged or lost during shipping please contact us at 888-367-8931 (Weekdays 7am - 5pm EST) and we will be more than happy to help correct the matter for you. If you are taking delivery of a visibly damaged package, please refuse the shipment from the carrier and then contact us.
Incorrect Material or Missing Material
If you received the wrong material or are missing material please contact us within 14 days of taking delivery so we can verify and correct the mistake.
How Do I Exchange A Product?
Requests for Product Exchange must be made within 30 days of date of purchase. Most products are eligible for exchange however there are some product exclusions (see listing below). We recommend contacting us before placing your order to make sure you are ordering the correct product size and if the product is eligible for our exchange program. Customer is responsible for paying shipping costs back to our warehouse and original shipping costs are not refundable. We reserve the right to deny any product exchange which appears to abuse our policies or exceeds more than 50% of the total order amount up to $1,000.
Exchange Requests should be sent to Returns@buyinsulationproductstore.com
How Do I Return A Product?
Within 30 Days of your date of purchase please email your request to Returns@buyinsulationproductstore.com
See Return Policy below for more details and exclusions.
- Requests for product returns must be made within 30 days of date of purchase. After that time period the sale is considered final.
- Most products are eligible for return however there are some product exclusions (see listing below)
- We highly recommend contacting us before placing your order to make sure you are ordering the correct product/size and if the product is returnable.
- Customer is responsible for paying return shipping costs and original shipping costs are not refunded.
- A restock fee of 20% applies to all returns.
- Refunds for items that were shipped under a Free Shipping promotion will have the original shipping cost deducted from the material cost to be refunded.
- If an order benefited from a volume or bulk discount which would now not apply due to the returned quantity, the refund will be reduced by any difference in pricing.
- Refunds will be issued only for products that are received back in original unaltered condition. Any products that show signs of use, wear, or missing accessory items will be discarded and a refund will not be issued.
- We reserve the right to deny any product return if there appears to be a blatant abuse of our return policy or exceeds more than 50% of the total order amount up to $1,000.
- After receiving a RAN# via email please ship back the unused materials within 14 days.
- Any material returned without an approval and a RAN# will not receive a refund.
Return requests should be sent to Returns@buyinsulationproductstore.com
RETURN / EXCHANGE PROCESS:
1. Within 30 days of date of purchase email us at Returns@buyinsulationproductstore.com providing the following info:
- Order Number
- Specify if its a Return or Exchange
- Item to be returned including quantity
- Reason for return/exchange.
2. Via email you will receive a Return Authorization Number (RAN#) and the warehouse address.
For Exchanges: We will help you with the correct size/product to reorder online.
3. Pack up items to be returned/exchanged, mark the box with your RAN# and ship it back (insurance is recommended).
4. When the warehouse receives the return, the material will be checked to ensure original saleable condition and quantity.
5A. For Returns: A refund less a 20% restock fee will be posted to the credit card/PayPal account used for the order.
5B. For Exchanges: No restock fee applies. A refund for the returned material will be issued to the credit card/PayPal account used for the replacement order.
Special Order Items: Any product that is special ordered from the manufacturer or direct shipped from a manufacturer's warehouse is not returnable.
Asbestos Abatement Related Items: Our warehouses have strict policies that do not allow them to accept any returned materials that have any chance of being within the proximity of asbestos containing materials (including Encapsulation materials). These regulations are due to liability insurance policies and there are no exceptions. Please do not send back any products that are listed under the Asbestos Removal categories on our site. Please check with us before ordering a product from this category.
Insulation Board Products: (Fiberglass and Mineralwool), these products take a beating during shipping. By the time it gets back to us they are not in saleable condition.
Guilford of Maine Fabrics: These products ship direct from the factory and cannot be returned to our warehouses.
Color PVC: All color PVC is made to order and is not eligible for returns or exchanges as they are not stock.
Pin Welding Machines: These products ship direct from the factory and cannot be returned to our warehouses.
*There will be no exceptions to the policies listed above.