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Shipping & Returns
All merchandise is sold on a non return basis, unless it is stated on our website that a specific item comes with a manufacturer's money back guarantee within a specified period.
Exchanges may be accepted within seven (7) days of receipt for a different item(s) so long as the item(s) was not custom printed or custom manufacturered. There is a 20% Restocking Fee for any exchange of this nature.
Other claims of a defective product or production inconsistencies need to be made within fourteen (14) days of receipt. The Support Team at Online River, LLC will determine if the damage resulted in manufacturing and if an exchange should be arranged, or if the product(s) should be repaired remotely with a new part(s) or Technical Support by phone or email.
All items intended for exchange will first be inspected by Online River, LLC, and Online River reserves the right to turn down a request for an exchange if the item has been used or is not damaged, in which case the item will be shipped back to the customer. All original boxes and materials must be returned to facilitate the exchange to avoid a Reboxing Fee of 10%. Should any monies be determined by Online River, LLC, to be due the customer in full or in part, please allow up to three weeks to process.
Any return of a damaged item must be accompanied by an R.M.A. (Return Authorization Number) and be mailed to: Exchange Department, Online River, LLC, 606 Post Road East, STE 723, Westport, CT USA.
Cancellations: Items ordered for custom printing, custom fabrication, or custom programming cannot be cancelled once ordered. The exception to this rule is when an Art Proof is required: All items being printed (plastic, paper, film, etc.) will have Proof Approval by the customer prior to production. Customers may cancel a printing job prior to approval of their Proof but may be subject to any Set Up Fees charged or a $40 Cancellation Fee whichever is greater. Once a Proof has been approved, cancellations are not accepted.
Warranties: Many items sold by Online River, LLC come with a manufacturer’s warranty for parts, and sometimes labor, for a specific period. The warranties will vary. Please ask your sales representative or note any mention of such a warranty online. Items will normally be serviced remotely with phone support, or by sending the item directly to the manufacturer for repair. While Online River will help to facilitate such a repair, Online River is not responsible for any expenses incurred.
Disclaimer: The above being stated, Online River takes every effort to fulfill each customer’s order expediently and professionally. All products sold are brand new and expected to meet the highest industry standards for their functionality and durability for their stated purpose. Whereas Online River, LLC may act as a manufacturer, broker, online store, merchant, systems integrator, or trusted supplier of premium equipment, software and services, Online River, LLC is not responsible for any claims of damages or injuries sustained, real or imagined, whether physical, financial or any other type of damage which may have occurred by the direct, or indirect, use of any products or services sold by Online River, LLC.