Customer Service - Shipping and Returns

Last Updated: September 05, 2008

General

Unless otherwise specified at the time of sale, all US orders will be shipped via Standard UPS service to the shipping address you specify in your account or during the checkout process. International orders will be sent via the Postal Service. If you wish for an order to be shipped to an address other than specified in your account, you will be provided with a place to enter this information during checkout.

US orders with a P.O. Box or other address that cannot accept UPS shipments may be delayed, as we'll need to contact you for a physical address. Many rural or unincorporated areas that do not have direct mail delivery to your home (where USPS requires a P.O. Box to receive mail), we still need your non-P.O. Box address for delivery by UPS. If you have been told by UPS that they will not deliver to your address (e.g. a cabin in remote wilderness, etc.), please let us know.

Shipping and Handling Fees

Unless otherwise specified at the time of sale, shipping and hadling fees are additional. You can see the shipping charge for your order by viewing your shopping cart on this site. Shipping charges can also be calculated without adding an item to your cart here.

Title and Risk of Loss

Title and risk of loss passes from Crossbow Warehouse to you when your purchase has been transferred to carrier for delivery to you. You are responsible for filing any claims with carriers for damaged and/or lost shipments.

Returns, Refunds and Exchanges

You must contact us through our online form before you attempt to return an item to us. Per manufacturer policies, many items cannot be returned back to the retailer. When contacting us about a return or exchange, please include all of the following informaiton:

• Your Name (first and last). This should match the billing name in your account.
• Your CrossbowWarehouse.com Order Number. This is a 5-digit number that can be found in your confirmation email from our system. The emphasis above is because many people will contact us with their name and a PayPal transaction ID. While we can find your order this way, orders are not organized by transaction ID, so it will take much longer to process your request. If for whatever reason you don't have this email from us, you can find your order number when you log into our Customer Service area.
• The item(s) you want to return.
• Reason for return. Please be as descriptive as possible here, as the reason for your return will determine how it is to be processed. For example, if the item is broken, was it broken when you received it? Did it break after using it?
• Has the item been opened?

We will provide you with return instructions via email. It is very important that you do not send anything back to us before receiving this email, as it will contain instructions to ensure that your return is properly processed. Items returned without following your return instructions may not be processed and we cannot be responsible for what happens to them.

You are responsible for choosing a carrier, risk of loss, and all shipping & handling fees for returning your item(s).

Returns are eligible for a full refund or exchange if all of the following conditions are met:

• Item(s) must be unopened, and in original packing material (or equivalent)
• If returning an item purchased as a package, or otherwise contains items that may or may not be sold separately on this website (but were purchased as a single item), all package items must be included with your return
• You must be the person who purchased the item(s)
• Return must be shipped back to us within 21 days of of original ship date from our facilities.

Items meeting the above conditions may be returned to us are eligible for a refund (less S&H) or exchange for another item. Exchanges will be charged the difference on the replacement item, and standard shipping rates apply for exchanges if the exchange is not due to a mistake on our part (even if item is currently sold with free shipping if purchased directly).

Items not meeting the above conditions may not be eligible for a full refund, and/or may be assessed a restocking fee.

Returns to the Manufacturer

You must contact the manufacturer for repairs, and returns and exchanges on opened, damaged/defective items, and for items shipped directly from the manufacturer. If your item does not come with warranty information, please contact the manufacturer to find out if your item is covered by a warranty, as well as any procedures they may have in place for claims.

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