Shipping and Returns
NOTE: Please See our Terms and Conditions Page for complete information on shipping and returns.
Returns & Exchange Policy
Any new, unused & resealable product returns/exchanges must be made within 30 days of delivery (please see below for list of non-returnable products). Any product damage due to shipping or handling errors must be reported within 3 days of receiving the product. If you have been shorted a product or received an incorrect item you must report this error within 3 days of delivery.
In order for any item to be returned customers must contact Customer Support via our toll-free number and request an authorized “Return Merchandise Request” (RMA) number. Request to return after 30 days of delivery may be deemed non-returnable. All returns must be insured, and are considered the customer’s property until received into our warehouse, inspected, and approved for credit. Unauthorized Returns will be refused. All returns are subject to management approval. This process excludes any “closeout” type products, which are non-returnable as explained in a later section.
For exchanges, please be aware that the value of the item you are exchanging for must be of equal or greater value than the item(s) that are being returned. If your exchange order is not immediately placed, or the value of the items that you returned exceed the value of exchange order, the remaining refund due will be issued as Alpha Grooming Products credit or Gift Card (upon implementation). Credit or gift card can then be applied to future replacement order.
All returns and/or exchanges must follow under these guidelines:
- All return/exchange requests must be completed within 30 days of delivery.
- Items priced $20.00 or less may not be returned
- Specially fabricated or custom ordered items may not be returned.
- Opened Consumable Products (shampoo, etc) are non-refundable and not returnable.
- Authorized returned in-stock products will incur a 20% restocking fee.
- Exchanges of stock items will incur a 10% processing fee, plus the cost of shipping the exchanged item back to the customer.
- Exchanges of special order items are authorized on a case by case basis and fees will range between 25% – 50%
- Cancellations of in-stock items that have entered processing may incur a 10% fee.
- Special order, custom & multiple Quantity returns, exchanges & cancellations will incur a 25% -50% fee (Management’s Discretion).
- Un-Authorized returns/refused orders will incur a 50% return fee if accepted by management.
- No portion of your original shipping charge is refundable. If you return an item that shipped with “Free Shipping” the amount Alpha Grooming Products paid to ship the product to you will be deducted from your credit.
Some products may be deemed non-returnable (see Un-Authorized Returns below).
Return/Exchange Terms & Conditions
By submitting a request for Return/Exchange of your items, you hereby agree:
- Customer agrees to pay for the shipping of the items coming back to Alpha Grooming Products.
- Customer is responsible for fully insuring (for the full purchase price) the items coming back to Alpha Grooming Products.
- No portion of your original shipping charge is refundable.
- If you return an item that shipped with “Free Shipping”, the amount Alpha Grooming Products paid to ship the product to you will be deducted from your credit.
- No portion of your expense to ship the product back to Alpha Grooming Products is refundable. You will be charged for the shipping of the new item being sent to you.
- You agree that if the item(s) is either damaged in transit (back to Alpha Grooming Products) or is deemed by Alpha Grooming Products not to be in good resell condition, that we have the right to refuse the package(s) and refuse the return. This determination is at the sole discretion of the management of Alpha Grooming Products.
- Merchandise returned must pass inspection of the following criteria: original packaging, all parts, pieces & instruction manuals, and not fall under non-returnable items/conditions. If during inspection it is noted that an item has been installed, no refund will be issued.
When sending a package back to Alpha Grooming Products, please mark the RMA# on the outside of the box that you send the item(s) back in, please do not mark on the original manufacturer’s box.
Please ensure that you package your item(s) per the carrier’s guidelines, so if your package(s) is damaged in transit back to us, you will have a better chance of getting your freight claim accepted by the carrier you have chosen to send the item(s) back through. From past experience this is VERY important, because if the item(s) are refused by Alpha Grooming Products due to shipping damage, the only means for you to try to get your money back is through a freight claim with the carrier of your choice.
You have 10 days to return the product once you receive your RMA. After 10 business days, your assigned RMA will expire and your case will need be re-evaluated. A credit for your refund will generally be issued within 14 days of receipt of the return to our facilities. If returned goods are not received, no refund will be issued.
By submitting a request for a RETURN/EXCHANGE/CANCELLATION of your item(s), it is agreed that you have read and agree to the terms and conditions listed within this document.
Please note that returning any product without an approved RMA is highly discouraged. Without an approved RMA your product may be refused, possibly misplaced or sent to the wrong receiving location. In the event your product is misplaced or sent to a wrong receiving location you will forfeit your opportunity for a refund and Alpha Grooming Products will not be held responsible for locating your product. If we do receive the un-authorized return, a 50% fee will be deducted from your refund.
Not all items or products are returnable. Consumable items (such as shampoos, lotions, etc.) and special order items are non-returnable. Discontinued/Closeout items are non-returnable. Alpha Grooming Products will not accept returns on any of the following:
- Any Installed/Attempted to be Installed or Used Item.
- Unsealed Health, Hygiene & Personal Use Items.
- Unsealed Chemicals & Cleaning Products.
- Any items that have been abused or left outside for a period of time.
- Any product damaged by customer.
- Repair/Replacement Parts.
- Scratch & Dent items that were sold as such.
Closeout, Discontinued, and Scratch & Dent Item Policy
Sometimes we may sell Closeout, Discontinued, and Scratch & Dent items on our website or over the telephone. This is a great way for people to save a little money if cosmetic blemishes do not bother them. All Closeout, Discontinued, and Scratch and Dent products will be tested and sold in working order, regardless of their appearance. These items are primarily products that have been either discontinued, previously returned by other customers, or items that have been slightly damaged in our warehouse and can no longer be sold as new. These products may have some cosmetic flaws such as scratches, nicks, dings, dents or they are products that may have been refurbished.
Each item listed as Scratch and Dent, Discontinued, or Closeout will specify in short detail as to it’ condition within the product description. These products may not be in their original packaging materials. Scratch & dent items are limited and on a first come-first serve basis. Scratch and dent items are sold as is and are non-returnable.
Shipping & Customer Inspection
All products shipped by Alpha Grooming Products are shipped F.O.B., via UPS, USPS or FedEx, with the exception of some large special-order items that require LTL service or personal pickup. If a request made by you, the customer, causes a shipment delay, or if Alpha Grooming Products ships or delivers the products erroneously as a result of inaccurate, incomplete or misleading information supplied by the customer, storage and all other additional costs and risks shall be borne solely by customer. If by any means a delay or mis-delivery is our fault, we’ll own up to it and try to make it right.
If shipping damage is noticeable upon receipt of the package, please do not accept the package from the shipping carrier. Refusing to accept a package from UPS, FedEx, or USPS is a pretty big chore these days, as they’ve turned into “shipping ninjas” and tend to disappear before you can utter one syllable. Regardless, if possible, please do not accept damaged packages. We’re by no means advocating tackling the delivery driver as he is running back to his van…they don’t like that too much.
If your order was delivered via oversized LTL delivery, and you notice damage on the product’s shipping carton at the time of delivery, you MUST either refuse delivery or sign for the delivery as damaged. If you sign for and accept the delivery without noting damage, items cannot be returned for refund.
The customer should inspect the products for any defects (including: nonconforming products, product damage, order shortages, errors in shipping, or otherwise) within three (3) days of delivery, and either reject in writing or accept all or a portion of the products. After such (3) day period, you shall be deemed to have irrevocably accepted any products not previously rejected or accepted. After acceptance, you shall have no right to reject the products for any reason whatsoever or to revoke acceptance. You hereby agree that such (3) day period is a reasonable amount of time for such inspection, acceptance or rejection.
Product Installation & Installation Damage
We manufacture and/or distribute a few products that require installation by either professional electricians, carpenters, plumbers, or a combination of such. It is the responsibility of the customer to choose a licensed, reliable and reputable installer when installing such products. Everyone has that special cousin who thinks he can do “everything”, then ends up with a few extra pieces when it’s all said and done – trust us, don’t use him.
In the event a product is damaged by an installer, or the product is improperly installed, Alpha Grooming Products is not responsible for any damage to the product, or any area surrounding such product, and no refund will be issued.
Delivery Address Change
Changing the delivery address of an order once it is in the processing stage (and especially when it is in the shipped stage) can be challenging, time consuming, and oftentimes impossible. It’s about like trying to find out the number of licks it takes to get to the center of a tootsie roll pop. So to offset our the cost of tracking packages down and re-processing the orders, we have implemented a small fee that will be incurred for any requests for address changes once an order is processed.
We don’t like for anyone to be out additional costs, so to keep from being charged a delivery address change fee, we recommend you make every effort to enter the correct delivery address as you are entering your order. If a change does need to be made after the order is placed, and it is possible to be accomplished, a $15 General Shipping Fee or $35 LTL delivery address change fee will be charged (dependent upon which service was used). This fee will be waived if you are able to replicate 3 times in a row, within our office, the precise number of licks it takes to get to the center of a tootsie roll pop.
Shipments sent via UPS, USPS or FedEx will receive tracking information via their respected carrier, and we will forward that information to the email address listed on the order if it is made readily available to us. Sometimes it takes a little while for us to receive this information from our shipping software, so please wait 1 FULL business day after placement of order prior to calling regarding tracking information.
Our desire at Alpha Grooming Products is to have happy, efficient, profitable customers. Therefore, we make every attempt to ship every order as quickly as possible so that you can start using our products. However, there is no way that we can guarantee any delivery times, as there are many factors involved. So if your product requires a professional installer, please do not schedule their services until you have your product(s) in hand.
Alpha Grooming Products currently utilizes USPS, UPS, and FedEx to ship the majority of our products. Some of our larger products (tubs, tables, etc) require the use of an LTL (Freight) provider, and selection of the provider varies depending on the destination, pricing, and availability. In the future, we may try to mimic Amazon.com and purchase a fleet of drones to deliver for us. That’s highly unlikely, but if it does happen, we’ll update our terms and conditions accordingly.
Shipping Outside United States of America
Alpha Grooming Products typically does not sell or ship products outside the United States. We may venture up into Canada in the future (“eh,”)…but we’re not quite there yet. In the event Alpha Grooming Products does approve to ship an order outside the United States the customer will be responsible for all shipping charges, fees, and various inspections required. The customer will also be responsible for any taxes, tariffs & duties involved in shipping the order. Orders that ship to addresses outside of the continental 48 states will ship via either USPS or UPS, and may take up to 60 days to reach the delivery address. Due to the length of time it takes to get to the customer, no refund or replacement order will be issued for suspected missing or lost orders until after 60 days from the date the order shipped.
Backorder Shipping Policy
Alpha Grooming Products reserves the right to ship backorder items by any means available. We may even try a carrier pigeon one day if the package is light enough. That too is highly unlikely.
Partial Order Shipping Policy
Unless specified otherwise, all orders are held for one full shipment.
If you are unable to accept delivery of your LTL/Freight shipment, the LTL Company may temporarily store your order for you. It is highly advised that you make immediate arrangements for the delivery of your order. LTL storage is not negotiated prior to delivery and additional fees will be incurred due to this. Alpha Grooming Products will provide you a quote with the fees associated with this service and you will be billed if such service is requested.
If you are returning a product back to Alpha Grooming Products, please do NOT write directly on the manufacturers box (Herbie has a cow when that happens). Writing directly on the manufacturer’s box will result in a minimum $25 re-box fee and will be deducted from your refund. Those funds may then be used to offset the cost of Herbie’s anti-anxiety medications.