Refund policy

Thirty days to return it. If we got it wrong, it costs you nothing.

The short version

  • Return window: 30 days from the day your order is delivered
  • Condition: New, unused, uninstalled, in the original packaging with all hardware
  • Restocking fee: 25% of the product total, never charged on our mistakes
  • Return shipping: Paid by you, unless we made the mistake
  • Our mistake: Wrong item, defective on arrival or damaged in transit: no fee, we pay the shipping both ways
  • Refund: To the original payment method, after we receive and inspect the return

How to return something

  1. Contact us with your order number and what you want to return. Every return needs an authorization before it ships back. Unauthorized returns can be refused.
  2. We reply with the authorization and the warehouse address to ship it to, Kansas City, MO or Dallas, TX.
  3. Pack it in the original packaging with all hardware and ship it back.
  4. We inspect it and issue the refund to your original payment method.

Restocking fee and shipping

Approved returns are refunded at the product total less a 25% restocking fee. Original shipping charges are not refunded and return shipping is paid by you. The restocking fee is waived when you order a replacement of equal or greater value at the same time.

If we shipped the wrong product, or the product arrived defective or damaged, none of that applies. We cover the return shipping, there is no restocking fee, and we send the correct item or refund you in full, your choice.

Damage and shortages

Check every shipment when it arrives. Report damage, shortages or wrong items within 48 hours of delivery with photos of the product and the packaging. For freight deliveries, note any damage on the carrier's delivery receipt before signing.

Cancellations

Orders ship the same or next business day, so an order can only be cancelled before it ships. Once it has shipped it is handled as a return.

What cannot be returned

  • Installed, used, modified or damaged products
  • Products returned without authorization or outside the 30-day window
  • Products missing original packaging or hardware

Defects that show up after installation are handled under the warranty, not as returns.

Contact

Contact page · info@casterhq.com · 844-439-4335
Overstock Casters, a division of CasterHQ, 6850 Exchange Drive, Mansfield, TX 76063