Shipping & Returns
Most products will ship within 1-2 business days following the placement of the order.
Backorders- If an item is backordered for more than 10 days following the time in which the order was placed, the customer will be notified and offered the option of waiting for the original product, switching to an alternative product (paying or getting refunded any difference in price) or cancelling the order all together.
Standard Return Policy
- Return for refund within: 30 days
- Return for replacement within: 30 days
Standard Return Policy Overview
You may return merchandise purchased from Ernie’s Tool & Specialty Co.’s Website www.ErniesTools.com for a refund or a replacement, provided that the procedures and requirements are followed. All returns require authorization by Customer Service (whom can be contacted via e-mail at email@example.com or telephone at 904-829-5712). Returns will not be authorized more than 30 days following the receipt of the purchased merchandise. Once a return has been authorized, you will receive a return merchant authorization (RMA) number. The RMA number MUST be visible on your return (however not altering original packaging). The returned item must be received within 14 days of authorization.
A processing fee of 5 percent will apply to the value of merchandise returned for a refund. Refunds are applied to the payment method used at the time of purchase 5-10 days after our receipt of the returned merchandise. We will only refund the value of the merchandise returned, not the shipping cost. On items with free shipping returned for a refund, the original shipping cost that we paid the shipping courier will be deducted from your refund.
If you purchased a product that you wish to exchange for an alternate item, you may return the item and, upon our receipt of said item, we will issue a store credit to your account to be used toward desired alternate item. There is no processing fee for exchanges.
Merchandise that is discovered to be defective upon receipt will be replaced at no charge. You may also return defective merchandise for a refund; however, a 10 percent processing fee will apply. The processing fee will only apply if you choose to return the merchandise for a refund. No fee will be assessed if we are permitted to resolve the issue by replacing your defective merchandise.
All packages are inspected for damage prior to leaving our warehouse. If your merchandise is damaged during shipment by the shipping courier, please contact us immediately as we must be informed within 10 calendar days from the date of receipt for all damage/shipping related claims. Damaged merchandise can be replaced with the same model only. You may also return damaged merchandise for a refund; however, a 10 percent processing fee will apply. The processing fee will only apply if you choose to return the merchandise for a refund. No fee will be assessed if we are permitted to resolve the issue by replacing your damaged merchandise.
Return shipping cost (the cost to send merchandise back to our store) is comparable to your cost of driving to any store for returning an item, which is not reimbursable. Therefore, we do not reimburse any return shipping cost.
The only exception is in the case of an item found to be defective. We will reimburse the cost of shipping given you provide a copy of the shipping receipt with the item.
We will send a product replacement for an authorized return following the completion of receiving and inspection at our facility. The replacement will ship within four business days following our receipt of your return (excluding weekends and national holidays or in the event the item is out of stock). We do not send advance replacements or replacements before we receive and inspect the returned merchandise.
To receive a replacement quicker, you may place a new order for the same item (shipping not included), and we will issue a refund for the full value of the returned product (including shipping), upon completion of our return process.
Please login to your account or call 904-829-5712 (Monday-Friday, 7:30AM-5PM Eastern Time, to receive your return and/or refund authorization.
You will be required to complete our Product Return Form which will also provide helpful instructions for your return. Please answer the questions listed on the form and simply copy and paste your answers into a message directly from your online account with us or send via e-mail either copy and pasted in or as an attachment.
All returned merchandise must be in original condition, and any include the original factory box (UPC bar codes and serial numbers must be intact) and factory packaging (e.g. foam, plastic, wrappings, etc.), peripherals (e.g. battery, charger, cords, straps, etc.), included warranty cards (without markings), and all instruction booklets and paperwork. We will not process the return if any of these conditions are not followed.
To locate the nearest shipping outlet, you may contact the following carriers:
- UPS: 1-800-742-5877 or http://www.ups.com
- FedEx: 1-800-463-3339 or http://www.fedex.com
- USPS (Post Office): 1-800-275-8777 or http://www.usps.com
Remember, returned merchandise that is lost or damaged during transit is solely the shipper's responsibility (which is you when you return a product to us). It is important to save the tracking information and to properly insure all merchandise being returned to Ernie’s Tool & Specialty Co.
Although our return policy is quite flexible on most items, there are some exceptions, as written below:
- Any product without a valid, readable serial number, including but not limited to products with missing, damaged, altered, or otherwise unreadable serial number
- Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product
- Any product from which the UPC code has been removed from its packaging
- Any product that exhibits physical damage or abuse
- Any product for which you have submitted a mail-in rebate
Products that are not eligible for return for any of the above reason(s) will be sent back to you at your cost and expense.