1. Cancellations (Before Order Ships):
Orders can usually be canceled at the supplier's discretion for free if they have not shipped, except for custom orders. Free cancellation is not guaranteed for shipped items as once the item is processed for dispatch it may be too late and incur additional fees to be returned. If a cancellation is needed, please notify us as soon as possible.
2. Cancellations of Custom Orders:
Custom or made-to-order products cannot be canceled or refunded, as they are produced specifically for your order.
3. Refunds and Returns:
Customers have 30 days to request a return. Customers are responsible for all shipping costs during returns and exchanges. Returns are subject to approval from the receiving manufacturer. Not all orders are eligible for returns, depending on the manufacturer's policy. All returned items must be in unused and like-new condition within the original packaging.
Approved returns will incur a 25% restocking fee. The customer is responsible for double-way shipping costs. Refunds will deduct the double-way freight costs, including the original shipping cost, due to increasing LTL/freight shipping costs.
Optimal Industrial adheres to our brand partner's return and refund policies. Optimal Industrial reserves the right to refuse return requests if the circumstances do not align with the policies and requirements for a return instructed by the receiving brand manufacturer. Please consult the branded manufacturer returns policy, which can be found on the product's display page.
Wrong Product Received:
If the customer received the wrong product, please do not open/use the product. Contact customer service immediately and provide the order number with pictures of the product. After the service team has verified the error, the customer can send the product back to the manufacturer free of cost. Once the returned product is received, Optimal Industrial will send the correct product to the customer at no extra cost.
Defective Product:
If the product is not working properly upon arrival, please contact us immediately. Reasonable troubleshooting steps will need to be taken and provided to our technician to determine if the product is defective. If the manufacturer determines that the product is defective and cannot be repaired, the customer can choose to receive a replacement for free or return the product with shipping paid by Optimal Industrial and get a full refund within 30 days of receipt.
Change of Mind:
If you change your mind about a purchase, you can request a return within 30 days. The product must be in unused and like-new condition within the original packaging. Approved returns for change of mind will incur a 25% restocking fee and the customer is responsible for double-way shipping costs.
Never Arrived:
If your order never arrives, please contact us immediately. We will investigate the issue and, if confirmed, will either send a replacement product or issue a full refund to the original method of payment.
Exchanges:
Exchanges follow the same process as returns. If you wish to exchange a product, it must be in unused and like-new condition within the original packaging. The customer is responsible for shipping costs during exchanges.
Refund Processing Time:
Once a return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.
4. Shipping Times:
Estimated shipping times are provided, but they may change due to factors beyond our control, such as supply chain issues.
5. Order Inspection:
Customers are advised to inspect packages upon delivery and report any damage within 24 hours.
6. Warranty:
Warranties vary by manufacturer. Damage upon arrival should be reported within 24 hours.
7. BOGO Promotions:
In Buy One Get One (BOGO) promotions, both items must be returned for a full refund.
8. Chargebacks:
Filing a fraudulent chargeback is strongly discouraged. Customers are urged to contact the company for issue resolution.
9. Contact Information:
Customers are provided with contact details for questions and inquiries and may contact us here. Our contact information also follows:
Email: support@optimalindustrial.com
Phone: (877) 751-2694
Business Address:
7728 Collins Ave #7
Miami Beach, FL 33141
Customers are expected to read, understand, and agree to the terms and conditions outlined in the Refund and Return Policy. Individual products may have varying refund and return policies depending on the manufacturer. It is advised to consult the specific product pages or contact Optimal Industrial for further details.
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.
Last updated: 06/07/24