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Order Problem Policy

All items are insured when shipped. Products are replaced at our expense if reported within the time frames specified below. To report a problem, go to "Contact Us" , enter your order number and email address, and then select "Order Problem..." from the pull-down menu. Include a detailed description of the problem. If you purchased more than one item, tell us which one the problem is about.

    Boxes delivered by small parcel carriers (UPS, FedEx, USPS, etc): You must notify us within 2 days of delivery of any damage to your order or within 10 days for defective products. You may refuse a damaged item at the time of delivery, but make sure the carrier notes that the refusal is due to damage or the carrier may not accept the claim: it will appear that you just did not want the product and you will be responsible for shipping charges and restocking fee.

    Delivery by Truck: Damage to items delivered by freight truck must be reported to the driver at the time of delivery and must be noted on their paperwork. If you refuse a delivery due to damage, make sure the driver writes "Refused due to damage" on the paperwork at the time of delivery. Open boxes to make sure product is not damaged at the time of delivery. Driver must wait while you inspect. If you open a box and then refuse it, have packing tape available to reseal the box. or the delivery company may request the return and/or examination of the damaged item(s). Damaged items sold by full cases (e.g. glassware) are refunded pro-rata since we can only ship full cases. By requesting a replacement, you agree to return and/or allow examination of any damaged or incorrect items as requested.

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