Shopping online can be an intimidating process. Please don't hesitate to call 800-679-9670, or our local number at 970-493-2594, or e-mail us at contactus@easelsdirect.com
You can reach us by phone Monday through Friday, 8:00am - 5:00pm, Mountain Standard Time.
We will answer all e-mails within 24 hours during the business week.
309 Hickory St., Suite 1
Fort Collins, CO 80524
Fax - 970-493-7468
General FAQs
Here are some of our most commonly asked questions. They'll help point the way to more in-depth explanations.
1) How do I return a defective product for replacement?
2) How do I get my replacement fast?
3) How do I return a product for a refund?
4) Is there a restocking fee on my return?
5) Why is my shipping charge not refunded?
6) When can I expect my refund?
7) Something is missing in my order
8) Something is damaged during shipping
9) What I received is different from what I ordered
10) You may have charged my order twice
11) My package arrived one day late; may I get my shipping refunded?
12) I canceled my order, but it was still shipped
13) What's my order status?
14) I called your office but no one answers
15) I sent an e-mail twice but received no reply
16) What time do I need to place my order for it to be shipped expedited?
1) How do I return a defective product for replacement?
We want you to be happy so we try to make this as painless as possible. The first step is to call 800-679-9670 to get some help and/or to confirm that the product is indeed defective. If it is, you'll be given an RMA number and instructions on how to ship it back to us. Please make sure that all parts are rewrapped and protected in the box. A refund or exchange will be sent when the original product is received. Please let us know if you need expedited service.
2) How do I get my replacement fast?
Our general policy is to send out replacements only after we have received the defective product. We then ship the product regular ground. If you need the product quickly, you may purchase the new product, have it sent, and then we will credit your account once the original product is received and inspected.
3) How do I return a product for a refund?
Please call and talk to a service representative for return authorization. (800-679-9670). If the product is unopened and undamaged, you can simply send it back by common carrier, or for a fee, we can issue a call tag and the carrier will come pick it up for you.
Except in cases where the return is the result of a shipping error or the items arrives damaged or defective, original shipping charges are non-refundable. Please see our Return Policy
All products are inspected before a refund is issued. Damage will be assessed and deducted from the refund. Damage caused by return shipments are the responsibility of the customer and not EaselsDirect.com. Please insure return shipments.
Important note:
Even though you don't see a shipping charge on your original invoice there was a shipping cost to us for shipping the merchandise to you. In the cases where you are returning an item that is NOT a result of a shipping error, or damage/defective merchandise then the shipping costs that we incurred will be subtracted from the product total.
4) Is there a restocking fee on my return?
There is no restocking fee if we are notified within 5 working days. After that we will apply a restocking fee based on the number of days until the return. All returns will be inspected for damage and will be deducted from the refund.
5) Why were my shipping charges not refunded?
Shipping for returns and exchanges is nonrefundable. Shipping is part of the transaction, not the product. Only the product is returned so only the product price is refunded.
6) When can I expect my refund?
Refund or credit takes 1-7 business days to process. Keep in mind that the time in which a refund is issued also depends on how soon we receive the returned product and how long it takes for us to confirm and process the request.
7) Something is missing in my order
Thoroughly check the entire package and box. Kits are sometimes attached to packing materials and occasionally overlooked. If you can't find something, call our customer service number 800-679-9670, and let us know what you're missing.
8) Something is damaged during shipping
Always inspect a package as soon as it arrives. If the delivery driver is still present, have him note the damage. This will make it easy to process a claim with the shipping company. Call us and let us know about the damage so we can file a claim with the shipper and get your product replaced. You will be given instructions on the phone about how to return the damaged product.
Note: You must file this report within 5 business days after receiving the order.
9) What I received is different from what I ordered
Please call customer service at 800-679-9670 and let us know what you're missing. If we made a mistake, we'll fix it immediately.
10) You may have charged my order twice
We keep an online log sheet for all credit card charges. Our online transaction software does not allow charges to the same credit card twice. If such charges are confirmed, we will issue a credit quickly. Please call us before you call your credit card company. If there is an incorrect charge, we will help rectify it immediately.
11) My package arrived one day after the estimated date; may I get my shipping refunded?
No. UPS and FedEx do not guarantee ground shipping to residential addresses. Some air shipments are guaranteed but it is extremely difficult to get a refund for late delivery. Shipping refunds for late air shipments will be decided on a case by case basis.
12) I canceled my order, but it was still shipped
Once you hit the buy button an order is created. You must call to cancel an order. If the package has already been sent, you will be given instructions on how to proceed.
13) What's the status of my order?
Most orders are processed and shipped within 1-2 business days. Out-of-stock items ship in 1-3 weeks. You can use the UPS in-transit map to help determine when a package will arrive. When your package is shipped, you'll receive an e-mail from UPS with your tracking number. You can then come back to this site and track you package.
14) I called your office but no one answered
Our business hours are 9-5 Mountain Standard Time (MST), Monday-Friday. No one will answer phone calls out side business hours. We try to answer all calls, but occasionally you will get the answering machine or answering service. Please leave a message and we'll respond as soon as possible. If your question isn't immediate, send us an e-mail and someone will usually respond in a few hours. Our office is closed during most national holidays.
If you have a question, please see if you can find an answer online at our web site first. 95% of the questions asked through telephone and email already have an answer at our web site.
15) I sent an email twice but received no reply
E-mails will be answered only during business hours. Our normal e-mail response time is 2-24 business hours. During peak time such as Monday, response to emails may be delayed.
16) What time do I need to place my order for it to be shipped expedited?
All expedited orders need to be placed by 12:00 pm Mountain Standard Time. Please call 1-800-679-9670 if you have any questions.
