Return to Help Index
|How do I create an account?|
|1) Click the "My Account / Order Status" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".
|How do I edit my account information?|
|Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.|
|How much is my shipping?|
|Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.|
|I forgot my password.|
|Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.|
|How do I return my product?|
|Please click here for more information on returning an item.|
|I received the wrong product.|
|If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product at Toll Free: +1 (877) 787-2990.|
|What is your return policy?|
Product Return Guidelines
For all returns to Hotel-Carts, you must obtain a Return Authorization number from our Customer Service department or by Email (RMA Request)
Most products which are initially defective within 30 days of purchase, is eligible for replacement. Some products, due to their weight, size or manufacturers policies and restrictions, are only on a repair basis. The following information is needed to issue a Return Authorization:
* Company/Customer Name
* Invoice/Order Number
* Reason for Return
* Conditions of Product (opened, unopened, defective, damaged)
* Replacement returns of products damaged on arrival (DOA) or defective Hotel-Carts will ship the replacement product as soon as the damaged or defective product is returned.
Credit returns only apply to undamaged and non-defective products.
* Credit returns may be available depending on a variety of conditions. You ship the product; when it is received, Hotel-Carts credits your account. The fund will be subject to a 25% restocking fee on all orders over $100.00 and $5.00 + 15% on the products subtotal under $100.00. All returns must be within 7 days of receipt of order.
Products returned for any reason other than Dead on Arrival (DOA) or as defective must be in resalable condition, complete and unused and the outer seal must not have been opened or re-taped. Product boxes that have been opened or re-taped are not eligible for return and will be refused.
Refused orders will be subject to the same fees as a returned order.
Call Customer Service at 1.877.787.2990 before refusing any shipment. Failure to call Customer Service may result in credit refusal, and products will be returned to you at your expense.
Return Shipping Guidelines
For Hotel-Carts to process your return in a timely manner, please review the information and follow the procedures outlined below:
* Use the original manufacturers' boxes.
* Package all returns to prevent damage in transit.
* All returns must have an RA number printed on the return shipping box.
* Do not write addresses or RA numbers on the manufacturers boxes. Products must be in resalable condition to receive credit.
* All returns must be complete including all components, accessories, cables, software and manuals in the original shipment.
* All returns must be received by Hotel-Carts within 30 days from the date the RA number is issued. RA numbers are only valid for 30 days.
* Returns must be shipped freight pre-paid
Hotel-Carts will make every reasonable effort to exchange DOA and defective products. All original packaging, components, accessories, software and manuals must be included with returned DOA and defective products. DOA and defective products returned incomplete may be assessed a charge for the missing items or returned to you at your expense. If you have a DOA or defective product, please e-mail to Customer Service or call our Customer Service department at 1.877.787.2990.
All products returned as DOA or defective may be tested. Products found not to be DOA or defective will be subject to return to the customer at the customers expense.
|When will my order ship?|
|Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.|