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Returns and Replacements

What is your return policy?

We sure hope you love it! If not, you can return it for up to 30 days after delivery. For most items we have NO RESTOCKING FEES (see exceptions below). However, shipping costs are non-refundable. For items that are shipped free, our shipping and handling costs each way are deducted from your refund, but you are refunded the full value of the item.

All return items must have original tags and packaging; and has not been installed, used, or modified. We stand by our products - if your order arrives damaged or defective or you'd like to order replacement parts, we can help right away.

As mentioned above there are a few exceptions:

  • 30% Restocking Fee: All Auth Florence items have a 30% restocking fee.
  • 25% Restocking Fee: Commercial items such as cluster mailboxes, office mailboxes, streetlights and other commercial-use items do have a restocking fee of 25% of the purchase price, which we deduct from the return refund.
  • Cancellations: Once an order has shipped, it cannot be cancelled. However, you can refuse an order, in which case we offer our standard return policy where we reduce the round-trip shipping cost from your refund.
  • Non-returnable Items: We cannot accept returns on some items such as custom, special order, or clearance Items marked as "Custom Made" are not returnable; i.e., items purchased with the addition of custom options will be deemed non returnable. Certain other non-customized items that neither we nor our suppliers can take back will be clearly marked as "Non Returnable."

Read our full return policy for more details.

How do I return an item?

You can return most items for up to 30 days after delivery. Please note that shipping costs are non-refundable. We do not accept returns on custom, as-is, or special-order items. Learn more about our return policy.

Returning process - just follow these steps:

  1. Prepare Return Item: Ensure that the item you want to return has its original tags and packaging; and that it has not been installed, used, or modified.
  2. Click Request a Return (form will open in new tab)
  3. Please enter your order number, brand of product, last name on order, reason for return, and email address.
  4. Click "Submit" at the bottom of the page.
  5. We will email you the address to ship the item back to and the Return Good Authorization (RGA) code.
    * Note: we have to get an Return Good Authorization (RGA) code from the manufacturer that will need to be written clearly on the exterior of the box so the return can be identified. Getting the RGA from the manufacturer unfortunately can take days. We will diligently work to get this RGA number from the manufacturer and as soon as it is obtained we will email it to you.
  6. Once the RGA number has been provided to you via email, you can ship the item back to us. If for whatever reason you can't ship the unit back to us, we can arrange to have the item picked-up, we will call to arrange a convenient time for you. You will be refunded for the order total minus shipping costs (for both outgoing and return shipping). Refunds will be credited to you within 24 hours after the item is received and inspected.

Where is my order?

How can I check the status of my order?

The easiest way to check the status of your order is to log into your account.

If you did not create an account at the time of purchase, or if you have an account but placed an order as a guest, then you will need to contact us to inquire about your order status. However, even if you checked out as a guest, we send all customers a shipping confirmation email as soon as their order ships. This email contains the shipping carrier information as well as the tracking number.

An item is missing from my shipment.

FIf you are missing an item, contact our Customer Service Team with your order information. If the missing item in question has shipped , please check your confirmation email for that item's tracking number. Frequently, items are coming from different warehouses due to availability and will not arrive together.

I received the wrong item.

Did you receive a shipment from us but it isn't what you ordered? We'll be happy to fix that.

  1. Simply email our Customer Service Team with your order details and contact information.
  2. We will follow up with you within 1 business day to correct the problem.
My tracking number shows "Delivered" but I haven't received anything.

Occasionally, a carrier will scan a package as delivered before it arrives at the final destination. It may take an additional day or two for your package to be delivered.

If the package doesn't arrive within a day of the estimated delivery date:

  • Check with members of your household, neighbors, doormen, or the front desk to see if someone accepted delivery.
  • Look around your delivery area. Carriers try to leave packages in safe locations. Typical spots include under porches, under benches, back doors, and around garages.
  • Check your mailbox. Some smaller items are placed there.
  • Look for an attempted delivery notice. If the carrier feels it is unsafe to leave your package at your residence, the driver will leave an attempted delivery notice.
My tracking number shows an incorrect delivery location.

If the final destination is incorrect, we may have given you the incorrect tracking number. If that is the case, please contact us with your order details and we will quickly provide you with the correct tracking number. If the tracking number is correct and we have sent the order to an incorrect shipping address, let us know right away.

My tracking number does not work.

If a tracking number we provided doesn't work, it may be due to a delay on the carrier's website. If the tracking number is very new, it may not be updated on their website. Other times, we may have sent you an incorrect or incomplete tracking number by mistake. If this happens, we apologize for the inconvenience and will get you the correct tracking number right away.

Here are ways to troubleshoot tracking number issues with some of our most common shipping carriers:

  • If your tracking number begins with a 1Z and is followed by digits and numbers, your package is being carried by UPS. To track this package, go to UPS.com and enter in your tracking number on the left hand side. Or, simply paste your tracking number into Google Search and Google will provide a direct link to your shipment's status page.
  • If your tracking number is 15 digits long, your package is being carried by FedEx. To track this package go to FedEx.com and enter your tracking number in the box located in the lower middle of the screen. Or, simply paste your tracking number into Google Search and Google will provide a direct link to your shipment's status page.
  • If your tracking number is referred to as a PRO number or the carrier info we sent is different than either UPS or FedEx (e.g., YRC Freight), then your package is being delivered by a freight company. To track this package, visit the designated carrier's website and follow their onsite instructions for shipment tracking.
  • Some orders also ship USPS Mail. The easiest way to track these orders is via the USPS website or by pasting your tracking number into Google Search.

Product Information

How do I find a product's SKU?

To help us better answer any questions you have on a product, having the SKU (stock keeping unit) is important. The SKU is a unique identifier that helps us keep track of our large product catalog.

The SKU number is located on every product page on our site. Also, you can see a product's SKU on any of our category or search result pages.

How do I know if a product is available in stock?

It is easy to see the availability of our products. On any of our product pages, you can usually see availability status beneath the Add To Cart panel.

If an item is unavailable for purchase, you will see an out of stock notification and you will not be able to add the item to your cart.

Note: sometimes a product page may inaccurately reflect our current stock availability. If you place an order for an item that is currently out of stock, we will notify you right away. You will then have the option to hold or cancel your order.

Where can I see the final price for a product?

If you want to see what the final price is for a product, including all potential taxes and fees, add all items you wish to purchase into your Shopping Cart. On the checkout page you are able to review all of your items. Once you enter your zip code, you will see your total updated with shipping cost.

If shipping to the state of Florida, sales tax will automatically be applied to your order total.

To which countries can products be shipped?

All of our products ship within the contiguous United States. We do not offer international shipping at this time. While Hawaii and Alaska customers can see estimated shipping costs in the Shopping Cart, we recommend customers from these states submit a quote request to receive more accurate pricing.

How much will shipping cost?

If you cart total is above $55, then your order ships for free.

To see applicable shipping costs for orders under $55, simply enter your zip code on the shopping cart page and your total will automatically update with the shipping cost.

What shipping methods are available for a product?

We will ship your order using the fastest, safest, and most reliable method possible. For every product on our site, we carefully select the shipping method in order to provide you with an optimal delivery experience. When your order ships, we will email you a confirmation with the tracking number for your shipment. We encourage you to track your package with the carrier either over the phone or online. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment. You can also track your packages via My Account if you registered an account when placing the order. Please note we cannot ship to P.O. Boxes or Military APOs.

We use the following shipping methods:

Small Parcel

Truck Freight - Back of Truck

Truck Freight - Threshold

Small Parcel

Whenever possible we will ship smaller, lighter items via UPS, FEDEX, DHL or USPS. These companies provide the fastest and most reliable method of shipping for many items we sell. Depending on how close you are to the shipping warehouse, your item will arrive between 1 and 6 business days (1 to 10 business days for USPS) after it leaves the warehouse. We do not require an adult signature for deliveries, but please note that the delivery person may leave your package without a signature at their own discretion. If you want an item left at your doorstep, the best thing to do is leave a note on your door asking the driver to leave your package with "No Signature Required." Be sure to include your name and tracking number on the note.

Truck Delivery

Many items on our website are too large and/or heavy to ship via UPS/FedEx. Truck Delivery is different than standard UPS, FedEx, or US Mail in two ways: (1) Once your merchandise arrives at the delivery agent's pick-up location, he/she will call you to set up a delivery appointment. Most truck delivery companies offer appointment windows (usually 2-4 hours) between 8:00am and 5:00pm EST, Monday through Friday; (2) The products will be delivered to the driveway or curb outside of the delivery address provided upon purchase. It is the customer's responsibility to transport the product(s) inside. However, several freight companies offer additional services to help move merchandise from the truck into your home or office. At the time your merchandise leaves the warehouse, we will email you the tracking information and you can contact the shipper directly to inquire about additional shipping services. In this event, it is your responsibility to directly pay the truck delivery carrier for any additional services. Please make sure that you inspect the package(s) at the time of delivery. If the box has any damage or if there is any reason you are concerned with its packaging or delivery, please write, "Product Damaged" clearly on the sheet the delivery agent asks you to sign. This insures that if there is any damage it will be easy to take care of the problem, and your order will be fulfilled as soon as possible.

Truck Freight Threshold

This method is just like "Truck Freight - Back of Truck" (see above), only the freight company will deliver your order to the threshold if yours is a residential delivery (this means to your garage or front door), or to the loading dock if yours is a commercial delivery. Unfortunately, they are not authorized to perform any assembly services nor can they put it in the room of your choice. Once we email you the tracking information you can contact the shipper directly to arrange for any additional services that you would like. You will be responsible for directly paying the truck freight carrier for these additional services.

What is Lift-gate Service?

A lift-gate is a device used to raise and lower items from ground level to the level of a tractor trailer. Freight companies deliver items on a tractor trailer which is approx 56 inches above the ground. These trailers are designed to load and unload at a loading dock or with a fork-lift. If your delivery location does not have a loading dock or fork-lift and the item is too heavy to remove from the trailer by hand, then you may need a lift-gate. It is ideal for deliveries to residential areas, as well as commercial areas that do not have loading docks.

Do I need lift-gate delivery?

There are several ways to avoid paying lift-gate delivery costs. If your delivery location has a loading dock or forklift you do not need a lift-gate. If the individual items in your shipment are light enough for you to remove from the truck you do not need a lift-gate. If you are willing to drive to the closest terminal and pick up the freight from the delivery terminal, you do not need a lift-gate. Terminal delivery is often a good way to save both lift-gate and residential delivery fees.

LED Lighting Advantages and Benefits

Why Should You Choose LED Lighting?

Cities and communities all over the U.S. and the world are making us of low-energy Light Emitting Diode (LED) fixtures, and for several good reasons. For one thing, LEDs offer the highest energy savings of any lighting source available. Energy savinges means a better lighting solution for both the environment and for your wallet. LED bulbs can also be used with commercial acorn and sphere globes, as well as many residential cast aluminum light fixtures.

LED bulbs can also be used to retrofit existing HID ballast light fixtures.

Advantages of LED Lighting over HID Lighting

LED is the most energy-efficient light-source available. They are preferred because of the high volume of energy savings and also because they contain no hazardous materials, such as mercury.

They posses a greater than 50,000 hours life-span (5.7 years).

Their long life-span is double the span of Metal Halide and High Pressure Sodium bulbs.

Unlike other lighting sources, LED lights do not attract bugs because they do not produce UV light (UV light is what draws bugs to traditional light sources).

With LED, you get a faster return on investment: You can save over $200.00 per year with a 40-watt LED versus a 175-watt Metal Halide bulb.

LED Bulbs - Additional Information
  • 120 - 277 Max Voltage.
  • Low heat output.
  • Fit existing power systems.
  • Built-in surge suppressors & protection.

Do you still have questions about LED light fixtures versus more traditional lighting sources? Please give call us at (866) 390-5227 to speak with a customer care representative.

DISCLAIMER: PROFESSIONAL ASSEMBLY REQUIRED. NO INFORMATION PROVIDED ON THIS WEBSITE OR BY OUR PHONE REPRESENTATIVES SHOULD BE USED UNLESS UNDER THE DIRECTION OF A LICENSED PROFESSIONAL ELECTRICIAN.

Product Warranty

Excluding LED Lamps, GotItWholesale.com provides a one (1) year Warranty on its products from the date of purchase. LED Lamps are covered by a separate five (5) year Warranty from the date of purchase. The terms of both warranties are given below:

These Warranties cover defects in material and workmanship of any manufactured item and GotItWholesale.com will, at its option, repair or replace a defective item or refund the price paid for the defective item. All claims must be made promptly in writing and accompanied by a copy of the original invoice.

These Warranties do not apply if the product has been damaged by improper installation,* neglect, accident, vandalism, misuse, or exposure to extremes of heat, humidity, corrosive environments or other Acts of Nature.

IMPORTANT: In order for us to cover the replacement of a bulb or photocell in line with our warranty, troubleshooting must be done by a licensed electrician first.

Our Responsibilities:

We are not responsible for costs associated with removal, installation, refinishing or disposal. Damage, loss of contents or any unauthorized removal of contents from our products is not covered under this Warranty.

We will endeavor to supply original replacement parts; however, replacement parts may differ from original parts. Replacement parts, including upgrades, are warranted for the remainder of the original product Warranty.

GotItWholesale.com makes no other warranties of any kind, either expressed or implied. No dealer, employee, agent, nor any third party, may create or assume any other liability, obligation, or responsibility on behalf of GotItWholesale.com. This Limited Warranty provides specific legal rights which may vary from state to state. This Warranty is not a warranty of future performance or a statement of the useful life of any product, but only a warranty to repair, replace, or refund.

*Disclaimer for all fixtures:

  • Warranty is void if fixture or photocell is not installed by a licensed electrician.
  • If you have issues with the fixture, we recommend you ask the licensed electrician troubleshoot the issue.
NOTE: ALWAYS USE A LICENSED ELECTRICIAN

The electrician may start by testing the following:

  • Installation
    • Recommended to face photocell in North direction.
  • Continuity (see the links provided below)
  • Voltage
    • Test Voltage - this should be within a 10% range (e.g., 110V should range from 108V to 132V).
    • Tip: If it is metered voltage, issues will likely involve the electrician hired to install the fixture. If it is connected directly to the transformer, then the power company may need to address voltage issues.

Ordering Information

How do I place an order?

We want you to feel as secure as possible when you buy from us. We offer a few different ways to place an order:

  1. Order online - When you place an order through our website, you will find it safe, easy, and fast. You can make changes and review what you have entered nearly every step of the way. Our Secure Online Checkout is available 24 hours a day.
  2. Call us - Our sales and service team is ready to place your order over the phone. You can reach us at (866) 390-5227 Mon-Fri 8-9, Sat & Sun 9-6 EST.
  3. Fax your order to 619-324-5809.
  4. Mail your order with an accepted payment method (see address below).

What are my payment options?

  • Credit Cards and Debit Cards (American Express, MasterCard, Visa, and Discover)
  • PayPal
  • PayPal Credit (formerly known as Bill Me Later)
  • Wire Transfer
Pay by Check:

Do you prefer to mail us a check? No problem. Place your order on our website and select Check / Money order as your payment method. This will submit the order and notify us that the order is pending the receipt of your check. When mailing Personal Checks, Cashier's Checks, or Money Orders, please print your shopping cart and send it with your payment to:

Venia Products

Attn: Orders

980 F Street

STE 20

West Sacramento, CA 95605

Be sure to include a daytime phone number and email address (if you have one) so that we, along with the shipping company, can contact you with any questions we might have.

Please note: To protect against fraud, any orders paid for with a personal check, money order, or cashier's check will remain on hold for a number of days to allow for the check to clear. As soon as the check clears, we will ship the order to the address you specified during checkout. Orders placed with credit cards will be processed immediately.

Store Credit

We happily accept Store Credit issued from any Venia Products site. Store credit may only be used from the account to which it was originally. Store Credit cannot be transferred to another person or account.

Order Confirmation

After your order is completed, you will automatically be sent an "Order Confirmation" email to the email address you entered during checkout. The subject line will say "Order Confirmation from Venia Products" and will contain your order number. This email is your receipt - so don't delete it! We encourage you to review the order and advise us of any spelling or numerical mistakes so that we can quickly make any necessary changes.

If you do not receive an "Order Confirmation" email from us within 24 hours of placing your order, you may easily and conveniently print a receipt for the order via My Account if you registered an account.

Sales Tax

One of the best things about buying through Venia Products is that we do not have to charge sales tax, with one notable exceptions: orders shipping to Florida will be subject to a sales tax. Venia Products is not responsible for individual states' sales tax reporting laws pertaining to online purchases, so we encourage you to check your state's regulations before you shop. Note to customers shipping to Colorado: Pursuant to Colorado law, the purchaser is required to file a sales or use tax return, and may be required to pay sales or use tax on certain items.

Using Promotional Codes

When you join our email list, you will become eligible for the various discounts and promotions we offer periodically on select items. Should you receive a promotion code from us via email, be sure to enter it during checkout in order to apply the discount that is being offered. Please contact us if you have any questions or need assistance with this feature. (Please note, many promotional codes and coupons are limited to one per purchase.)

Printing A Receipt:

Click on the "Print Receipt"on the "Order Confirmation" page after placing your order After placing an order your will receive an "Order Confirmation Email" to the email that was provided at checkout. There is a link in that email to a "Order Receipt".

If you registered before placing your order you can "Print Receipt" from the "Order History" section of "My Account".

Tax Information

Enter your zip code to calculate any shipping, handling duties, and tax that may apply. For our US customers, we only have to charge tax to FL delivery locations.availability.

Request Bulk Pricing

To request bulk pricing, use this online form to submit a quote. Our quotes department will typically follow up with you within the hour after the quote is submitted.

Customer Account Information

How do I update my shipping or billing address?

If you wish to update your shipping and/or billing address, simply log in to your account and edit your saved addresses.

How do I change my email preferences?

If you wish to update your email preferences, simply log in to your account and edit your email preferences.

General Information

Which payment methods do you accept?

We accept a variety of payment methods:

  • Credit Cards and Debit Cards (American Express, MasterCard, Visa, and Discover)
  • PayPal
  • PayPal Credit (formerly known as Bill Me Later)
  • Wire Transfer
  • Mail Personal Checks, Cashier's Checks, and Money Orders - Please print your shopping cart and send it with your payment to:

Venia Products

Attn: Orders

980 F Street

STE 20

West Sacramento, CA 95605

Be sure to include a daytime phone number and email address (if you have one) so that we, along with the shipping company, can contact you with any questions we might have.

Please note: To protect against fraud, any orders paid for with a personal check, money order, or cashier's check will remain on hold for a number of days to allow for the check to clear. Orders placed with credit cards will be processed immediately.

Promotions

We strive every day to offer the best prices on over a million-plus items. We love a good deal as much as you do. Throughout the year, we offer special promotions and discounts to our customers. When an item goes on sale, we can't wait to share the good news. You can always check back to see if your favorite item is on sale or you can sign up to receive our email promotions.

Have a coupon code? Be sure to enter your promotional code on the checkout page after adding an item to your cart.

How do I become a supplier?

The Internet has created a tremendous opportunity for manufacturers to drive additional revenue growth and reach a new and growing set of customers. For seven years, we have enabled our suppliers to successfully tap into this growth while working closely with them to protect and promote their brand, complement their existing retail channels and facilitate smooth logistics and communications flow. We understand the importance of flexibility and tailor our approach to meet our suppliers' specific needs. We value our supplier relationships and believe these to be the key elements to fostering a successful partnership:

Commitment to Growth – Our goal is to rapidly grow revenues and become the top online channel partner for each of our suppliers. Our category teams' significant product expertise combined with our ongoing investment in online, email and traditional marketing, ensures maximum impact as we launch new suppliers' products.

Partnership in Customer Service Excellence – Venia Products's ability to provide great customer service begins with our supplier's commitment to ship orders quickly, package products with care, provide accurate in-stock status and work with us to rapidly handle any issues that may arise.

Brand and Channel Integrity – Venia Products is absolutely committed to helping its suppliers' brand flourish online. We collaborate with our suppliers to tell their products' stories the way they want them told. We are sensitive to our suppliers' desire to have a consistent value proposition and brand message across all of their retail outlets and we work closely to ensure our relationship is complementary to our suppliers' existing sales channels.

Flexibility and Ease – Each of our suppliers works closely with a Venia Products category team that is highly proficient at taking the supplier through the entire process of: (1) establishing the relationship, (2) effectively merchandising the product, (3) driving growth and (4) providing excellent customer service. We understand that every supplier may have unique needs in areas of logistics, order flow, payments, returns, etc. and we try to tune our approach to match our suppliers' needs and to make the entire process as smooth and seamless as possible.

If you are interested in growing your business, please email us. We look forward to hearing from you.

Where can I purchase a gift card?

Please contact us if you are interested in purchasing a gift card. We can help you place the order, after which we will email you the Gift Card code.

Do you have any store locations?

We are an online only retailer only. Apart from our online venue, we do not have a brick and mortar storefront where you can view our products.

I don't recognize a charge on my statement.

Don't recognize a charge on your statement or account?

The easiest way to confirm a charge to your bank account or credit card is to log in to your customer account with us. There, you will see any pending, completed, or cancelled orders you have placed with us. Remember, all charges on your bank account or credit card should appear as "GOTITWHOLES" or "GOTITWHOLESALE.COM".

How Will My Order Ship?

We have selected the shipping options for each product on our site to ensure you receive the fastest, safest, and most reliable delivery service possible. Each item's delivery options will be visible in the shopping cart.

Any Exceptions I Should Be Aware Of?
  • Deliveries are not typically made on Saturdays or Sundays
  • We cannot ship to P.O. Boxes or Military APOs
  • If you live in a non-contiguous U.S. state or territory —in Alaska, Hawaii, American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, or the U.S. Virgin Islands— additional fees or shipping restrictions may apply.
  • We do not ship internationally at this time.
Shipping Options

Small Parcel

Signatures are not required for Small Parcel deliveries, but the decision to leave your package will be at the delivery carrier's discretion. If you have any special delivery instructions, we recommend placing a note on your door on the delivery date with your name, request, and tracking number.

Small Parcel deliveries will be completed by UPS, FedEx, or USPS. Available shipping options will be noted in your Shopping Cart, but generally include:

Standard Shipping

Please allow the full processing time required to ship from the supplier's warehouse, plus 1-7 business days in transit for delivery.

Shipping to Alaska or Hawaii?

Enter your shipping zip code in your Shopping Cart to calculate additional fees/shipping restrictions. We recommend submitting a quote request for shipments to states or territories located outside of the contiguous United States.

Please note: Deliveries are not typically made on Saturdays or Sundays.

Large Parcel

We want to make sure your order gets to you safe and sound. For items that are too large or fragile to be delivered via UPS/FedEx, we partner with carriers specializing in the transportation and delivery of Large Parcel freight.

How it works:

  1. Choose a delivery option for your Large Parcel item at checkout

    Available delivery methods vary by item. All service options will be displayed in the shopping cart.

  2. Your order gets picked up from the warehouse.

    We'll send you a Shipping Confirmation email to let you know your order is on its way.

  3. Order is shipped to a Local Delivery Terminal.

    A Large Parcel carrier transports your order with care to a delivery professional in your area.

  4. Delivery appointment scheduled.

    Upon arrival, the local terminal will contact you to schedule a delivery date and appointment window.

  5. Day of Delivery: your order arrives.

    Be sure to inspect the shipment contents upon delivery. If you have any concerns regarding the condition or packaging of your order, simply describe the issue on the delivery receipt provided by the driver and contact us for assistance.

Large Parcel Delivery Methods:

Standard Shipping (You Unload Merchandise)

This is a self-service delivery method. A delivery truck will pull up to the curb outside of your shipping address within your appointment timeframe. From there, you will be responsible for unloading the merchandise from the truck and any transport beyond that point. We recommend asking a family member or friend for an extra hand.

*To have the items taken off the truck and placed on the curb, you can select Curbside Delivery with Liftgate service at checkout for $149.

  • Appointment Scheduling: The delivery carrier will call you to arrange a date and an appointment window once your item(s) arrives at the local terminal.
  • Signature Required: Yes
  • Packaging Removal Included: No
  • Assembly Included: No

Curbside Delivery with Liftgate (Freight Carrier Unloads Merchandise)

A skilled delivery team will unload your shipment from the delivery truck and lower it to the curb outside your home. You will be responsible for further transport beyond that point. We recommend asking a family member or friend for an extra hand.

  • Appointment Scheduling: The delivery partner will call you to arrange a date and an appointment window once your item(s) arrive at the local terminal.
  • Signature Required: Yes
  • Packaging Removal Included: No
  • Assembly Service Included: No

Liftgate and Inside Delivery (Freight Carrier Unloads and Moves Merchandise Inside)

For our Liftgate and Inside Delivery option, a skilled delivery team will bring your items inside your home and place them in the immediate entryway.

  • Appointment Scheduling: The delivery partner will call you to arrange a date and an appointment window once your item(s) arrive at the local terminal.
  • Signature Required: Yes
  • Packaging Removal Included: No
  • Assembly Service Included: No
What you should do if you receive a damaged shipment

For each of the freight methods listed above, it is the customer's responsibility to note on the Bill of Lading (BOL) any visible damage to the product or packaging. The recipient must note damage on both copies of the BOL and sign. Also, the driver should be required to acknowledge the damage when signing his copy of the BOL. Contact us if you have any questions about delivery procedures and requirements in the event that a package is damaged in transit.

Overview

We offer a 30 day return policy on purchases. We will refund your order total, less our costs for shipping and handling each way. Please be mindful of the following details about returns:

  • For items that shipped free, our shipping costs will be deducted from your refund.
  • An order cannot be canceled more than 24 hours after processing. We will accept a cancellation request up to the time of shipment as a courtesy. However, cancellation is not guaranteed. If you need to cancel your order after the cancellation period, then our Return Policy will apply.
  • Returned items must be in new condition and in the original packaging.
  • Please do not assemble or modify a product before returning it, or else we cannot refund your purchase.
  • If your order arrives damaged or defective, please see: What if My Order Arrives Damaged?

Important: Orders returned without authorization will NOT be processed for credit or refunds. YOU MUST obtain a Return Goods Authorization Number (RGA#) from us so that the credit for the merchandise and any refund can be properly processed.

Exceptions to our Return Policy

For Commercial Mailboxes (CBU Mailboxes, etc.), we offer a modified version of our return policy. For these products, we offer a Ten (10) Day Return Policy. Return Requests made outside of the 10 day return period will not be accepted.

Products that cannot be returned:

  • Items marked as "Custom Made" are not returnable; i.e., items purchased with the addition of custom options will be deemed non-returnable.
  • Certain other non-customized items that neither we nor our suppliers can take back will be clearly marked as "Non-Returnable" on product pages.
  • We cannot accept returns or issue refunds for products that have been assembled and/or installed.
  • We cannot accept returns for products that have been modified in any way.
  • Inspect your product carefully prior to assembly and/or installation to ensure that everything is as it should be.

Manufacturer specific / Commercial product restocking fees:

  • 30% Restocking Fee: All Auth Florence items have a 30% restocking fee
  • 25% Restocking Fee: Commercial items such as community mailboxes and other commercial use items have a restocking fee of 25% of the purchase price, which we deduct from the return refund.

Commercial Returns:

  • ALL COMMERCIAL RETURNS (the return of commercial products) are subject to the manufacturer's TERMS and approval.

Advisory regarding the return of large commercial items:

  • Heavy commercial items, even if they are listed with free shipping, must be returned at the customer's expense (excluding cases involving either product damage or defect). Compounded with the 25% restocking fee mentioned above, this can be quite a large expense and, in most cases, renders a return impractical for large commercial items. For this reason, we encourage customers to research the products thoroughly and to call our customer care team with any questions prior to making a purchase.

If you received an order as a gift that you don't want:

  • No need to let the gift giver know. As long as the order wasn't placed through our retail partners (Amazon Marketplace, Ebay, etc.), we will offer store credit equivalent to the purchase price directly to you.
Return an Item or Order

To submit a Return/Replacement request, please fill out the contact form below. We will review your request and follow up with you within 1 to 2 business days.

RGA Instructions

For some products, we have to obtain an RGA from the manufacturer before we can have you ship the product back to us. The RGA number will be forwarded to you along with return instructions, as soon as we receive it. Your patience is much appreciated while we wait to receive a response from the manufacturer. If you have not received an RGA# within 48-72 hours, you are welcome to contact us for a status update.

Important: Orders returned without authorization will NOT be processed for credit or refunds. YOU MUST obtain a Return Goods Authorization Number (RGA#) from us so that the credit for the merchandise AND any refund can be properly processed.

What if My Order Arrives Damaged?

We strive to have all packages arrive on your doorstep snug, safe, and secure. We refuse to sell products that are easily damaged during shipping. If an item does arrive damaged or with parts missing, please notify us within thirty (30) days, per our Return Policy. We are happy to send you replacement parts as soon as possible.

  • For instructions on how to order replacement parts, please see: Ordering Replacement Parts
  • If you decide you do not want parts or a replacement unit, you can return the item under our standard return policy.
  • If your order was delivered by Truck Freight or White Glove, please note the instructions below.

Truck Freight and White Glove Return Policy

  • When you sign for delivery, even if the package appears only slightly damaged, please write "Package Damaged." If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment. Once the package returns to us, we will send you a new one right away.
  • If you have already accepted the package and notice missing or damaged parts, please contact us right away and we will ship you replacement parts free of charge. We usually only have a 48-hour window to file freight claims. If we cannot replace the parts, our carrier will pick up the original package and we will send you a full replacement.
  • If you decide you do not want parts or a replacement unit, you can return the item under our standard return policy.
  • If you received a damaged product or the wrong product and we cannot solve the issue with either a full replacement or replacement parts, we will pay to return the item to us, in addition to issuing the refund.
  • If your product has a manufacturer's defect, we will contact the manufacturer to either replace the defective part or, if necessary, the entire unit.
Ordering Replacement Parts
  • Email us or call us.
  • Include your past order number if you have one.
  • Describe the problem and please include part numbers if possible.
Need to Cancel Your Order?

If you need to cancel your order after it has been placed, please call us right away at (866) 390-5227 and we will attempt to cancel your order and refund you fully. An order cannot be canceled more than 24 hours after processing. We will accept a cancellation request up to the time of shipment as a courtesy. However, cancellation is not guaranteed until we have confirmation from the manufacturer. If you need to cancel your order after the cancellation period, then our Return Policy will apply.

Items Missing from an Order

If your tracking information shows that your package was delivered, but you are unable to find it:

  • Verify the shipping address is correct.
  • Look for any notice of attempted delivery.
  • Look around the delivery location for your package.
  • Check to see if someone else accepted the delivery.
  • Some packages may travel with multiple carriers. Check your mailbox or wherever you receive mail.
  • Wait 24 hours. In rare cases, packages may say "delivered" up to 24 hours prior to arrival.

Your package was insured. The insurance on the package will take care of replacing the lost shipment. As with any insurance claim, there is a process that must be followed in order to have the lost shipment replaced.

If your package is missing from a delivery, you (as the RECIPIENT) MUST contact the Carrier (UPS, Fedex, etc.) immediately. The sooner the Carrier is notified, the sooner the tracer and claim can be initiated for your missing package.

Got It Wholesale will not be responsible for any order that is tracked and delivered but not received. However, after you file a claim with the Carrier (UPS or FEDEX), you must contact us so that we can assist you with the replacement of the missing shipment.

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