Comfy Return & Refund Policy
Shipping & Return Policy
- All orders are processed within 1 to 5 business following the receipt of your order. (Excluding weekends and holidays). You will receive a notification when your order has shipped.
- Cancellation Request/ Refused Orders – Once the order has begun processing or shipped, it cannot be canceled. If a customer no longer wants the item, a Return Merchandise Authorization Number (“RMA”) shall be requested, and a restocking fee will be applied. The customer will be responsible for all shipping charges.
- Lost Packages – Please notify us in writing about non-delivered packages within five (5) days of the Estimated Delivery Date. Without such notification, we will not be responsible for a lost parcel. If the RMA instructions are not followed, we shall not be liable for items that do not arrive in our warehouse.
Domestic shipping rates and estimates
- Shipping options and shipping charges for your order will be calculated and displayed at checkout.
- Deliveries are made by 3rd party shipping companies such as FedEx, UPS, or USPS according to their operating schedule. The transportation company may contact you by phone to organize the delivery or update you on the delivery status.
- Our in-store pickup hours are 9 AM to 5 PM Monday through Friday. Please call before your scheduled pick-up date and have your order confirmation email when you arrive.
- Shipping charges are non-refundable – Any express or international shipping charge is non-refundable. The customer is responsible for returning and shipping back unwanted items. When needed, a pre-paid label can be issued, and shipping costs will be deducted from the amount to be refunded.
International shipping
- We offer international shipping to the following countries: Canada, Mexico, and other countries, which you can see at the checkout.
- Shipping options and shipping charges for your order will be calculated and displayed at checkout.
- Deliveries conditions and their policy terms are made by 3rd party shipping companies such as DHL, FedEx, UPS, or other couriers. The transportation company may contact you by phone using the contact information.
- Your order may be subject to import duties and taxes (including VAT) incurred once a shipment reaches your destination country. Ewheels Pro is not responsible for these charges.
- Recipients of orders shipped internationally from the USA are fully responsible for all import charges such as Brokerage, Duties, Taxes, etc. They are required to accept delivery of the package being shipped. Failure to accept such deliveries may result in the package being abandoned and a complete forfeit of any credit.
- Shipping charges are non-refundable – Any express or international shipping charge is non-refundable. The customer is responsible for shipping back unwanted items. When required, a pre-paid label can be issued, and shipping costs will be deducted from the amount to be refunded.
How do I check the status of my order?
- When your order has shipped, you will receive an email notification from us, including a tracking number. Please allow 48 hours before the tracking information becomes available.
- If you have not received your order within five (5) days of receiving your shipping confirmation email, please get in touch with us at contact@ewheelspro.com with your name and order number, and we will investigate the matter.
Shipping to P.O. Boxes
We do not ship to P.O. Boxes.
Refunds, returns, and exchanges
- We accept returns up to thirty (30) days after delivery if the item is unused and in its original condition. We will refund the total order amount minus the shipping costs and restocking fees for the return.
- If your order arrives damaged, please email us as soon as possible at contact@ewheelspro.com with your order number and a photo of the item’s condition. We will review and resolve these issues on a case-by-case basis and try our best to work towards a satisfactory resolution.
- Damaged items must be marked “DAMAGED” on the bill of lading for truck shipments or the courier manifest for small packages. Within seven (7) days of the original receipt, the customer will inspect damaged items and have an RMA issued to report the damage. Ewheels Pro shall notify the shipper to arrange an inspection and pickup of the shipping damage, process a replacement order billed to your account, and issue a credit based on the findings of the courier. Credit cannot be issued for shipping damage if Ewheels Pro is notified to issue an RMA after seven (7) days of original receipt.
- Original packaging must be included (manufacturer’s box, Styrofoam, plastic bags, packing material, etc.) The original, undamaged UPC barcode must also be included. Do not cut out the UPC or the Seal until you have examined and tested the product to your satisfaction. Removal of the UPC or the Seal voids any possible return regardless of RMA or credit request status.
- The return must be complete and include all accessories (transformers, antennas, remote controls, batteries, software disks, power cable, etc.) and manufacturer documentation (manuals, warranty cards, registration information, etc.)
- If your returned product does not match all applicable criteria listed in this policy, it will be rejected by our Return Warehouse and returned to you at your expense. Consequently, your RMA will be nullified, and any credit request will be denied, replacement orders will not be made, and you will be charged for all shipping costs. By requesting an RMA and shipping a return in violation of this policy, you hereby agree to accept our product shipped back to you and pay all shipping costs to and from our Return Warehouse. Our arrangements with our suppliers and manufacturers do not permit any exceptions.
- Used items are not eligible for return and are covered under their respective warranties.
- For items under warranty, Ewheels Pro reserves the right to send a free replacement part. A complete serial number or order number is required for certification.
- Unused items in marketable condition and returned due to an Ewheels Pro error must be shipped within seven (7) days and include an RMA.
- All new products come with a limited warranty. All batteries have six months (6) of warranty. Spare parts have one year of warranty. The limited warranty does not cover labor or device failure due to owner misuse or negligence, nor does it extend to non-durable components, such as rubber materials, accessories, wheels or brakes, and plastic parts, which are subject to normal wear and need periodic replacement. Proof of purchase and serial number is required for all warranty claims.
- Ewheels Pro is not responsible for any damage or loss of packages due to a returned item. Ewheels Pro shall review and inspect all returned items within three (3) business days of receipt. Notice shall be provided to customers for items not deemed covered under warranty. Customers shall be required to authorize the return within fourteen (14) days of notice, or the item shall be discarded.
If you have any further questions, please don’t hesitate to contact us at contact@ewheelspro.com
