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Video On Demand! SandM.com Store Policies |
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| | Home | Company | Contact Us | Order Tracking | Log In | |
| Customer Service Hours Monday- Friday, 8:00am- 6:00pm PST/ Saturdays & Sundays, 9:00am-5:00pm PST Return Policy It is always our intention to stand behind our products, and to deal fairly with our customers. We also need to set reasonable expectations, protections, and procedures for our company, staff, and customers. Keeping these considerations in mind, we have set our return policy as follows: ALL ITEMS BEING RETURNED MUST BE PRE-APPROVED. PLEASE CONTACT CUSTOMER SERVICE FOR A RETURN MERCHANDISE AUTHORIZATION NUMBER (RMA). Please ship authorized returns to: STORMY LEATHER 2807 W. Sunset Blvd. Los Angeles, CA. 90026. To avoid any problems DO NOT return to any other location. How to arrange for a return/ exchange: Please contact customer service at (800) 755-8697 or e-mail us at customerservice@stormyleather.com so we may provide you with an RMA number. If e-mailing us, please be sure to include your order number, full name, and reason for requesting an RMA. All returns must include their original packaging, paperwork, manuals, and accessories. Incomplete returns may result in the package being returned to you. Items being returned should be sent with either a trackable shipping method or one that provides confirmation of delivery. Please be sure to write your RMA number on the outside of your package. Conditions Due to the nature of our products, and to ensure the health and safety of our customers and staff, we cannot accept returns or exchanges on any item designed to come in contact with the genitals or bodily fluids (saliva, semen, urine, blood, etc.). Returns or exchanges of these types of items will only be accepted in the case of a damaged or defective product. Please be sure to inspect your items upon receipt. Non-Returnable Items No returns or exchanges are allowed on the following types of items: undergarments, opened hosiery, adult novelty toys, books, magazines and DVDs. Exceptions Damaged/ Defective: Items that may have been damaged in transit, or defective when received, can be returned for store credit or replacement. Please contact us within 30 days of having received the damaged/ defective item so we may issue you a return authorization and shipping label. Exchanges: Please contact us within 30 days of having received your shipment so we may provide you with a return authorization number. We will gladly accommodate a size exchange for items that do not pose a potential health risk. Please Note: New shipping charges will be billed to the original credit card used on all exchanges, unless the exchange resulted due to an error on our part. Custom- made Items: Custom items made according to measurements provided by the customer cannot be returned. Please contact us within 7 days of delivery should there be a fit issue. Privacy Confidentiality is a cornerstone of our business. Stormy Leather is committed to respecting and protecting the privacy of its clients and their information. All orders from Stormy Leather are shipped in plain packaging using a return address of "Shipping Manager." Retail Store Hours We are currently moving our retail store location and will be re-opening Fall of 2010. Orders by Mail We accept personal checks, money orders, Visa, Master Card, Discover or American Express. If you are using a credit card please make sure to include your credit card number, expiration date and the name as it appears on the card. If paying with a personal check, your order will be placed on a ten day hold. Mail orders to: Stormy Leather 2807 W. Sunset Blvd. Los Angeles, CA 90026 We strive to have all merchandise in stock and available, there are times that the item you have ordered are not available. Stormy Leather will notify you of any items ordered which will not immediately ship, and will provide you with an expected shipping date. Stock items are sent out within one week. Longer lead time items may require a 2-4 week delivery time. Shipping Charges We value your privacy, and utilize plain boxes in shipping. Stormy Leather ships standard delivery via U.S. Mail or UPS. For expedited shipments, we offer UPS Next Day Air or 2nd Day Air. Additional shipping charges will be billed to your order. International Shipments International orders ship via- U.S. Mail. Shipments outside the USA may be subject to import charges and taxes which are the responsibility of the purchaser. Our shopping cart has been updated to accommodate our international customers by separating the shipping charges for domestic and international. Orders by Fax You can fax your order in 24 hours a day, 7 days a week. Just complete the information on the form and fax it to (213) 484-8677 Quality Control All merchandise is inspected before shipping to ensure that the correct product and size is being sent and that there are no defects to the item. Stormy Leather stands behind the quality of our products. |
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