Last updated on August 22, 2017
Sales of packaging supplies via Updater.PrattLive.com are transacted, managed and fulfilled by Pratt Retail Specialties, LLC and PrattPlus.com in partnership with Updater.
If for any reason you wish to return merchandise purchased through Updater.com, our customer service department will be happy to assist you. You may return merchandise purchased at Updater.com within 30 days from the time your order is shipped, and you will be eligible to receive a full refund. If you have received merchandise you feel is damaged or defective, we ask that you notify our customer service department immediately so we may replace the merchandise for you. Merchandise that is not returned within 30 days from the date of shipment is not eligible for return. For assistance or any questions about our return policy and process, please contact our customer service department immediately at 1-855-697-7288 or via email at firstname.lastname@example.org.
If you received a faulty item and need to exchange it for an identical item, please contact our customer service department immediately at 1-855-697-7288 or via email at email@example.com.
If you would like to exchange an item for a different one, please contact our customer service department. We’ll help you to return the original item and place another order for the new item you wish to purchase. Your return order will be issued an RMA Number (Return Merchandise Authorization) as set forth in the “Refund Procedure” section below. Your refund will then be applied once your return is received. Your replacement order will be shipped same day if placed before 2pm EST. Please review the Specific Merchandise Return Policies below for additional details.
If you have received merchandise that is damaged or defective please contact our customer service department at 1-855-697-7288 or via email at firstname.lastname@example.org. A customer service person will assist you to create an RMA (Return Merchandise Authorization) and associated RMA Number. This form will contain the information to process and track your return. In order to return any item a Returns Merchandise Authorization Form must be completed allowing us to track your returned item to your order and process your refund or credit in a timely manner. Our customer service department will obtain the necessary information and generate a RMA for you.
All refunds and returns processed within 30 days of the date the order is shipped will be refunded the actual amount paid. Updater.com does not offer price adjustments on items that go on sale or become discounted after a purchase has been completed.
HOW TO RETURN
To begin the return process, please contact our customer service department immediately at 1-855-697-7288 or via email at email@example.com. To expedite the return process, please have your order number and confirmation code available (both of which are located in your confirmation email and your digital receipt); if you do not have your order number and confirmation code available, please let your customer service person know and they can locate your order via alternative methods.
Your customer service person will complete a Return Merchandise Authorization (RMA) request for you and will give you a Return Merchandise Authorization Number (RMA Number). The RMA will contain the information necessary to process and track your return as well as the information to properly process any associated refunds or credits. All refunds will be processed upon receipt of the returned merchandise.
DAMAGED OR DEFECTIVE RETURNS
For damaged returns, you will be asked to provide a photograph of the original merchandise in its original packaging. We’d like to be able to see how it arrived so we can improve our quality control and determine the best return method.
Damaged or Defective items must be reported within 15 business days from the date of shipment.
CANCELING A RETURN REQUEST
Once an RMA has been issued, you can still cancel the return request, provided you have NOT sent your merchandise to us. Simply contact our customer service department and cancel your return request by phone at 1-855-697-7288. Be sure to have your RMA Number available for your customer service person to assist you. Once a product has been shipped, you will not be able to cancel a return request.
TRACKING YOUR RETURN
You will receive an email confirmation at the time your return package has been received and again when your refund has been processed. If there is any issue processing your return and refund, a customer service person will contact you. You should expect to receive your refund within 30 days of providing your package to the return shipper. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes for us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days) in the event we are making a credit directly back to the account used to purchase the merchandise.
SHIPPING COSTS AND SALES TAX REFUNDS
The cost of shipping your items to you is completely non-refundable. On all orders where shipping is charged, once the order is shipped and the cost is incurred, the cost of shipping becomes non-refundable.
SHIPPING & HANDLING RETURNS BACK TO PRATT
For return requests for defective or damaged merchandise, or for incorrectly shipped items, Updater.com may elect to pay return shipping fees in its sole discretion. For all other return requests (i.e., the item is neither damaged nor defective, and we shipped the correct merchandise to you), the costs of return shipping fees are solely your responsibility.
In the event that sales tax is charged, the applicable sales tax will be refunded for each returned item.
LATE OR MISSING REFUNDS
To receive a status update on your refund please contact our customer service department at 1-855-697-7288 or via email at firstname.lastname@example.org. Please allow up to 30 days for your refund to be reflected on your credit or debit card.
CUSTOMER SERVICE RETURN ASSISTANCE
Don’t know where to start? Contact our customer service department, either via telephone at 1-855-697-7288 or via email at email@example.com, and we’ll help you get the process started.
FREIGHT ONLY ITEMS
If you need to return merchandise that was required to be shipped via motor freight, our customer service department will provide detailed information to schedule the pick-up of the item(s). In order to ensure the return and refund are processed correctly, please contact our customer service department at 1-855-697-7288 or via email at firstname.lastname@example.org.
Please do not refuse the delivery of an item. In the event an order is placed, shipped and then refused delivery, all shipping charges (including return shipping charges) will be charged to you, together with an additional 15% restocking fee. A return will be processed within 30 days minus additional charges for return shipping and restocking fees.
RETURN MAILING LABEL
In the event item(s) in your order are damaged or defective upon arrival, your customer service person will generate a pre-paid return shipping label. This label will contain the shipping instructions, tracking number, and return address required to complete the return. Simply print the label, attach it to the return packaging, and schedule a pickup with the parcel carrier.
Your RMA Number and/or Return Shipping Label should be placed on the original packaging of the order received. Be sure to seal and secure the box, attach the mailing label, and alert the parcel carrier for pickup.
Each RMA Number and/or Return Mailing Label is coded for a specific shipment. Please do not include items from other orders in the same return parcel. Mixing items from different orders may delay or prohibit processing of your refund or return. Each order must be returned using a separate mailing label with a RMA Number specific to each individual order.
If you use this mailing label and the return is not the result of our error, the shipping cost of that returned item will be deducted from your refund. The amount deducted will be equivalent to our standard shipping cost for that item. You also have the option of return shipping via your own selected carrier, at your expense, provided you acquire an RMA Number.