Shipping & Returns
Order Processing Times:
We typically ship Monday-Friday and process orders within 1-5 business days (except holidays and weekends). Occasionally, and especially during sales, order processing can take longer. All packages, unless otherwise stipulated, once processed, are shipped via United States Postal Service, FEDEX or UPS. This service provides delivery confirmation for all of our orders.
Tracking Your Order:
After your order has shipped, you will receive an email confirmation with a tracking link.
Generally, domestic orders are delivered within 1-12 business days - depending on the service you chose.
International orders can take anywhere from 5-21 business days (depending on the destination)
If you attempt to track your package within 48 hours after it has left our warehouse and there is no information available about your package, this is because the carrier has not scanned your package yet. When the package is scanned you will be able see the tracking information. Please allow at least 48 hours for the carrier to scan your package. If you still do not see tracking information please email us at Support@reloadhq.com
Our shipping department is able to ship to street addresses and PO Boxes within the United States. The purchaser is responsible for providing the correct mailing address. Please be certain your address is correct regardless of your ordering process, before finalizing your order. We cannot be responsible for goods delivered to the wrong address. Transit time can take between 1-12 business days from the time the order leaves our warehouse.
***The purchaser is responsible for paying any applicable taxes or duties that may apply. We do not calculate or collect taxes or duties from you. It is the purchaser’s responsibility to check country and local regulations and policies of the receiving country and abide by those. It is the responsibility of the purchaser to be sure the Customs Department permits the shipment of our products to your country and what the duties or tariffs may be upon delivery. We will not provide a refund on the shipping of the package if you refuse the package or if it is refused by customs due to regulations and taxes or duties. If the package is seized by customs for any reason and the package is not returned to us, we cannot issue a refund***
Canadian shipments may be subject to goods and services tax, provincial sales tax, duties, or handling fees based on the product, amount of purchase, and the province. All shipments to Canada will be shipped via the U.S. Postal Service. Additional handling fees on products may be charged by the local post office.
Lost or Stolen Packages
Your local postal driver, at his/her discretion, may choose to leave the package at the door. Reloadhq LLC cannot take responsibility for packages that are damaged, lost, or stolen after it has a confirmed delivery scan. We strongly recommend that the customer track the package frequently and that there be someone to receive the package when it arrives. You will receive a tracking number and links for tracking your package once your package is shipped from our warehouse.
Incorrect Shipping Information
If a package is returned to Reloadhq LLC due to an incorrect or incomplete shipping address provided by a customer, or if the package is marked "unclaimed" or “return to sender”, we will notify you by email. We will then issue a refund (less S&H) for the returned product. This refund will be given back with the same form of payment used to place the order. Reloadhq LLC is not responsible for packages delivered incorrectly or lost due to incorrect or incomplete shipping information provided by a customer.
It is the customer's responsibility to provide the correct shipping address. To prevent delay or possibly an additional fee, please provide us with your correct and current address. If there is an address change while the package is en route, we cannot take responsibility if the package is lost or if USPS, FEDEX or UPS charges the customer an additional fee.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: Reloadhq LLC 2105 5th ave Seattle Washington US 98121.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Reloadhq LLC 2105 5th ave #701 Seattle Washington US 98121
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Damaged or Incorrect Order
IF YOUR ORDER IS INCORRECT - We use state of the art scanners in our warehouse and always strive to pack all orders perfectly, but we are human and occasionally make a mistake.
Please let us know immediately by phone or email so we can make it right for you. We may have you return if for a refund or ship you a replacement without a return.
IF YOUR ORDER ARRIVES DAMAGED - We pack all orders extremely well, but once in while there could be damage.
Please notify us within 3 days of receiving your order that something was damaged by emailing us a photo of the damaged item.
Keep the outer box, inner packaging and all shipping materials in case an inspection is needed. We will file a claim with the appropriate shipper, usually without requiring a return.