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Return Instructions
Please email our Customer Service Department (view our Contact Page) with the
following information requesting a refund or exchange:
1. Order number
2. Product number and/or name
3. Reason for return request
4. Note type of return (Refund, Exchange, Replacement)
We will reply via email with a Return Material Authorization number (RMA#),
which MUST be issued prior to accepting any returns. Packages
without an RMA number cannot be accepted at our warehouse.
Please return items in their original box. Include the original packing slip,
copy of the receipt, exchange or refund instructions and the RMA number. The RMA
number should also be clearly visible and on the shipping label. Also, please
make sure that the package is securely wrapped. Your RMA instructions will give
directions for having the item picked up, and where it should go.
When will I receive my exchange or refund?
Once the package is picked up from your location, it could take UPS or FedEx one
to eight days to return the item back to our warehouse. We will exchange or issue
credit within 14 business days of receiving items with authorized RMA numbers.
Please note that credit card refunds may not appear until the following billing
cycle.
What are the other guidelines?
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All returns must be received in our warehouse no later than
20 days from the
original date of
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Order shortages, damages or discrepancies must be claimed within 5 days of
receipt of order.
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Products subject to misuse and/or mishandling are not eligible for a refund.
Missing parts or manuals could result in restocking fees.
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Any item returned after 20 days will not
be credited and will be the sole property of Hebell LLC.
Backorders are automatically canceled off the order if they are not back in
stock within 2 weeks.
No credit needs to be issued for backordered items, your credit card is charged
only for items that are shipped. Note: if the manufacturer requires that we pay
to backorder an item, we will confirm this exception with you,
before charging your card.
Currently we do not offer a print catalog, but feel free to shop
online or email us.
Email
Please note that e-mail is not encrypted and is not considered a secure means of
transmitting credit card numbers.
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Security
With respect to our data security: We have appropriate security
measures in place in our physical facilities to protect against the
loss, misuse or alteration of information that we have collected from
you. This includes gateway firewalls and VPN (encrypted IP sessions) for
transmitting customer data within our premises.
Our online store servers are protected within separately authenticated domains,
which are firewall-protected at the wide area network gateway. These
servers are managed by Yahoo! and backed by 128-bit SSL
encryption software, ensuring that all of your information is safe.
Credit card payments made through our catalog site are directly
submitted to SSL-secured merchant gateways for authorization and processing.
Both online, phone, and in-person sales are processed through either a
secured Wells Fargo or PaymentTech (First National Bank) secured
merchant gateway. These gateways link directly with our accounting
system, for faster speed and higher reliability in processing your
orders.
Our web site server for non-secured pages
(such as this one) are managed by DTIS Data Services in Denver,
which mantains an active anti-spam and anti-virus data protection
policy.
Our credit cards are processed using
commercial data services through Wells Fargo, Innovative Merchant
Solutions, jointly administered by secure merchant leaders, Wells
Fargo and Intuit (makers of Quicken and Quickbooks Financial
products).
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