are committed to offering our customers value-oriented items in Outdoor
& Patio, Home Goods,Health & Beauty,Sporting Goods,Pet Supplies,Toys
& Hobbies. We are always looking tobring new innovative items to our
catalog so contact our Customer Service department with any suggestions
you may have!
Our Customer Service Department is open 5 days a week (Monday -
Friday) from 8:00 am PST to 4:30 pm PST to serve you!
For a quick and easy answer to any of your questions you can contact us
through the eBay Messaging system using the ?Ask a Question? feature.
We gladly accept PayPal, Visa, MasterCard, Amex, Discover and eChecks via PayPal.
If payment is made by eCheck we will hold your shipment until the eCheck has cleared.
Payment is required to be made within 7 days of ordering to avoid a UPI case.
Please be sure to verify you have the correct shipping address on your order PRIOR to making payment as this is the address we must ship to.
Sales to residents in TN will be charged sales tax at a rate of 9.25%.
We ship only within the 48 contiguous United States. We do not ship to Alaska, Hawaii, US protectorates (i.e.- Puerto Rico), PO boxes, or APO/FPO addresses.
With warehouses on both coasts, we are able to reach most of our customers within a 3-business day timeframe. Occasionally a warehouse is out of the product and the warehouse further from you will have to fulfill the order which could make the ETA up to 6 days. Some of our larger product (such as outdoor furniture sets) is best shipped via LTL (Less than Truck Load) freight to best ensure safe delivery, and once the shipment arrives, FedEx will require an appointment to deliver the order, so please include a phone number in your order you can be reached at. Someone must be present to take delivery of LTL shipments and sign for the delivery (drivers only offload the product into the driveway; any additional help by the driver will require an additional charge).
Please double check the delivery address prior to ordering to ensure your package reaches its intended location. We can only ship your order to the PayPal verified address given to us at the time you checkout. If you contact us with a change of address and we haven?t processed the order yet, we can make the change. If the order has already been processed and is on the FedEx truck (even though the order doesn?t show shipped in the marketplace), or has movement on FedEx.com, you only need to create an account on https://www.fedex.com/us/delivery/, and you will be able to redirect your package(s).
1. I just purchased an item from you, when will it ship?
If purchased by 12:00pm PST on a business day it will more than likely ship the same day, otherwise, it will usually ship the next business day
2. My item has been marked as shipped and I have a tracking # but it is not showing in FedEx?s shipping system, what?s wrong?
Once a label is printed and we have staged your item for FedEx to pick-up from our warehouse it will typically take up to 24 hours for it to show up in FedEx?s tracking system. If after 24 hours your shipping information has not been updated, you can contact our Customer Service Department for further assistance.
3. Can you ship to my country / PO Box / Hawaii / Alaska / Puerto Rico / APO?
At this time we only offer shipping to a physical street address located in the 48 continental states.
4. Aosom's Cancellation Policy
We try to process orders within one business day (excluding Sat, Sun and holidays) whenever possible, so if you cancel the same day, we should be able to keep the order from shipping and have you refunded within 1-2 business days.
If you cancel and the product has already shipped, we will attempt to have the carrier RTS (Return To Shipper) the product back to us, but this is not always successful and we will need for you to monitor the tracking to refuse the product if they try to deliver. Once the item is confirmed en route back to us, your refund will be processed within 2-3 business days.
Thousands of customers have been happy with our customer service because of our easy returns program which makes your purchasing experience as simple as possible.
We accept returned items within 60 days of purchase for any reason. Please message us for an RMA (Return Merchandize Authorization) from the marketplace you purchased our product. Please do not ship back without an RMA, because the return could get lost or not accepted as unauthorized.
All returned items are shipped back to one of Aosom?s warehouses at the buyer?s expense, although there are no restocking fees. If the item is defective or damaged, and we have chosen to have the item returned after seeing the pictures, we will issue return shipping at our expense.
For items that are defective or damaged, Aosom may require pictures to help us determine the appropriate next step, which may be replacement parts, or a replacement unit. In this day and age, we understand people?s time is valuable, so supplying pictures when you message us will help us assist you faster. Depending on the damage, there are times when we can use the pictures as the actual return, thereby eliminating the time and hassle of packaging up the product and returning it to us for an exchange or refund.
Please allow 2-3 business days for the refund to issue once the item has been returned, or we have stated your pictures are counting as your return.