Surplus Online - www.rvandvansurplus.com
Policies & Procedures
It is always the intent of Surplus Online that an order we ship gets to you in good order, fits, and is installed by you, all without difficulty. However, we are human and occasionally make a mistake, you are human and occasionally order the wrong item, and freight carriers are human and occasionally damage something. In these instances, the following policies apply.
Returned Goods Authorization (RGA)
In all cases, an RGA number is required and is available from a sales representative. Items returned without an RGA number cannot be processed.
It is your responsibility to check each shipment at time of arrival for accuracy and damage. Any discrepancy should be reported to a sales representative immediately.
Standard items can be returned for convenience of the customer but are subject to a 20% restocking charge on the item with no allowance for freight and must have been purchased within the last 30 days. You are responsible for the cost of returning items to us for customer convenience refunds. No exchanges or refunds will be granted after 30 days.
Special order items may not be returned.
Freight charges are always the responsibility of the customer. With UPS shipments, the charges are included in the handling charge. All online orders for furniture require a commercial address to ship to. If no commercial address is given, it will be shipped to your local terminal where it can be picked. Please contact our customer service department if an item must be delivered to a residence. This residential delivery carries an additional fee of around $85.00 depending on the freight company and there specific charges.
Since damage claim procedures vary from one carrier to another, it is imperative that you contact a Surplus Online sales representative right away so we can take proper steps to replace the damaged item and have the damaged one picked up.
All replacement shipments will be invoiced as an original shipment. Credit for returned merchandise, for any reason, is subject to our standing credit and refund policies.
Credit and Refund Policy
All credit for returned merchandise is subject to our inspection upon its arrival at our warehouse. All merchandise must be received in a salable condition for credit to be issued.
Upon inspection approval, a credit memo will be issued to apply to a future purchase.
For prepay and C.O.D. customers, our refund policy is as follows:
Due to invoicing costs, we require a $15.00 minimum invoice. Contact a sales representative for more information.
Any returned check is subject to a $25.00 charge for each time it is returned and that customer's terms with Surplus Online, a division of RV Marketing, Inc., are subject to immediate review.
Customer information is considered confidential. Surplus Online, a division of RV Marketing, Inc., does not sell customer information.
The Internet is an open system and there is no absolute guarantee that the personal information you enter to request verification will not be intercepted by others and decrypted. Although this possibility is remote, it does exist. We have included the safeguards described below to reduce the risks:
If you are not comfortable with these risks, please call 1-888-303-8586 to speak to us about your concerns.