FAQs

1. How do I send my return?
   Please repack all items very well, secure them to the original outbox or pallet(s), and prepare them for shipment (we recommend using the packaging from the original shipment). Follow the instructions provided with the RGA number we sent via email. Use the instructions provided to contact the carrier and schedule your freight pickup.
2. How long does the returns process take?
   Returns are processed within 5-15 business days after your item(s) are received at our Distribution Center. Depending on the shipping method and carrier selected, your return package may take several days to reach us. Please keep the return tracking number for your records.
   Note: If you are still waiting to receive refund or store credit for your return(s), please email sales@faucetdirect.store with your Order Number and proof of postage or return tracking number.
3. When and why do I have to pay a restocking fee?
   Most returns will not incur restocking fee charges. However, any order that receives customer-negotiated discounts may be subject to restocking fees. We do charge a 15% restocking fee on all general product returns which shipped from outside of US. 
4. How do I cancel an order?
   Cancellation requests must be processed by a customer service team member. Please email to our customer service team or contact us via your account center for immediate cancellation requests as our orders process quickly. An order can only be cancelled if it has not shipped.
5. I received store credit. Where can I use it, and for how long is it good for?
   Store credit can be used at Faucetdirect.store, without an expiration date.
6. When should I expect my refund?
   For most general or defective returns, we will process your credit once we have confirmation that the item has been received and inspected by our warehouse. Please allow 5 to 15 business days following delivery to our warehouse for credits to be issued. Refunds will be issued per our return policy.
   For damaged shipments, and freight claims filed within two (2) business days of receipt, credit will be issued as soon as possible. However, please allow 5 to 15 business days to complete processing.
7. What is a Return Goods Authorization (RGA) and how long will it take to receive it after I set one up?
   An RGA is used as a reference to help us track returns. This identifies the return and associates it with your order number. It may take anywhere between 1 to 5 business days to process and issue an RGA.
8. I did not receive all my products, or some items are not what I purchased. What do I do?
   There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please contact our customer service team.
9. My purchase was lost in transit, what should I do?
   In case of a lost shipment, please contact our customer service teams as soon as possible.
10. Can i exchange an item?
    Presently, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) by mail in accordance with our Easy Returns policy and repurchase the item(s) in your desired items once your store credit is issued.
11. Do you provide return shipping labels?
    We currently do not provide pre-paid return shipping labels.
12. I received my order but my item is deffective,incorrect,or missing,waht do i do?
    We know how frustrating this can be. Rest assured, we want to make every order perfect for our from Sumerain network affiliates
    Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email sales@faucetdirect.store within 2 business days of delivery. Depending on the circumstance, we may be able to extend this timeframe up to 5 business days; please report your item as soon as possible for assessment.
    Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. We will work with you to correct the order as quickly as possible so that you can enjoy your products.
13. I am an international customer and i want to return an item.
    We appreciate all of our clients around the globe for purchasing with us!
    Should you choose to return, faucetdirect.store or sumerain LLC does not provide pre-paid return labels and you will be responsible for covering the shipping costs.

Helpful Hint: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.

14. My package is not being returned to Sumerain distributor center, what do i do now?
    If your package does not successfully deliver and is sent back to Sumerain distributor center, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if an address is invalid or missing information and the carrier is unable to deliver your package.
    Returned to sender packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the corrected address. However, please note that we do not guarantee your items will be in-stock at the time of your reorder.
    Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. faucetdirect.store does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
15. Can i get a refund or store credit if the price of an item has changed since i ordered it?
    As an ecommerce business, our prices may fluctuate and change in response to fashion trends, current stock on-hand, demand from our faucetdirect.store, and various sales or promotions. This being the case, we will not issue a refund or store credit for the difference between your purchase price and the current price advertised on our website.
16. It's been over 30 days since i received my order, can i still return?
    store requires items to be returned within 30 days of the delivery date, as stated in our Returns Policy. Returns received in our Distribution Center or retail locations after 30 days are considered to be “stale” returns.
    Alternatively, Faucetdirect.store reserves the right to apply a 50% restocking fee for Final Sale or stale items. We will apply a 50% restocking fee to any stale item(s) sent back in resalable condition and in accordance with our Return Policy when processed at our Distribution Center. An E-Gift Card will be issued to you by email following our normal returns procedure.