ATTENTION: If you do not follow our return/exchange instructions, it may delay having your request processed.
If you have a return or exchange please follow the procedures outlined below and initiate a new RMA via your account (if you were the purchaser) or send us an email with all pertinent details by following the guidelines below. We will be attending to requests via RMA Requests, Emails and Voice Mails in that order so we recommend electronic communication to expedite your request whenever possible so we can better track your request.
At WVShop.com we want every customer to feel appreciated, even the ones who receive gifts that were purchased from our online store. While the policies of many competitors make it very difficult to return or exchange a product, we make things simple. If you have purchased an item from WVShop.com or have received a gift that was purchased from WVShop.com that you are not happy with, we want to make the process easy for you.
If you purchased an item from WVShop.com, you have 30 days to return it for a refund or exchange if you are unsatisfied or would simply like a different item. Returned merchandise MUST be new, unopened, have all paperwork, and original box/packing. Returned clothing MUST be new, clean, unwashed and have original tags attached. Payment for shipping for all returns and the shipping of items you wish to exchange for is the responsibility of the customer unless WVShop.com has sent the wrong item or is otherwise the fault of WVShop.com. We will NOT, under any circumstances, ship an item before the return is received and inspected at our warehouse. If you ship an item to us and we determine the item did not originate from our online store, you are responsible to paying to ship the item back to you. If you do not pay the shipping charges to return the item, after 60 days the item(s) become property of WVShop.com.
Initiating a Return Request (If you are the purchaser)
We ask that you do this so that we can properly track all of your requests along with other customers. It is likely that we will want to speak to you because we believe customers ultimately like to speak to a human, not to a website.
- Log into your account at http://www.wvshop.com/myaccount.asp
- Find your order under the "Track your recent orders" section and click "View Details" next to the order.
- When viewing the order, click the "Add RMA" button to start the Return Materials Authorization request and follow the instructions.
If needed, we will contact you via email or phone and assist you with the return.
Often times if you are returning an item that does not fit or you simply are not happy, we can be your personal shopper by recommending other items that are similar in quality or perhaps match up to what you are searching for. We may even discount something to give you an even exchange on the item if we can. We want you to be happy with your purchase and experience with WVShop.com. However, all returns are expedited fasted if they begin by opening a ticket under your account or by sending us an email at help@wvshop.com first.
Christmas or Other Gifts
If you have received a Christmas gift that was purchased from WVShop.com and would like to return or exchange it for something else, we will work with you as much as we can to ensure your satisfaction. Christmas Gift exchanges must be initiated no later than January 15th each year. We realize returning a gift can be awkward so we will make every effort to locate the order details for your item if you can provide the name of the person that bought the item or other information that will help us locate the order. If we are unable to locate the order details, you MUST obtain the order number from the person who made the original purchase. We will not exchange items without an order number and we will not issue a refund to you for a gift purchased by someone else. Exchanges must be for other merchandise or store credit only. Store credit is valid for up to one year from the date of purchase of the original order/item. Payment for shipping for all returns and the shipping of items you wish to exchange for is the responsibility of the customer. If you ship an item to us and we determine the item did not originate from our online store, you are responsible for paying to ship the item back to you. If you do not pay the shipping charges to return the item, after 60 days the item(s) become property of WVShop.com.
If you have receive damaged merchandise
Damaged merchandise must be reported to us within 3 days of receiving the shipment--no exceptions. If you receive damaged merchandise, notify us and we will work with you to exchange the item. To expedite this process, you can send us a picture of the broken item along with the order number to help@wvshop.com and start an RMA request by using the above procedures. We also ask that you submit a request by logging into your account on our website as described above under the “Initiating a Return Request” section. In some cases we may send you a shipping label to return the item and in other cases we may just ship you a new item and instruct you to dispose of the broken merchandise. WVShop.com will, of course, pay for shipping of the new item and the shipping of any items we request that you return. If you ship and item to us and we determine the item did not originate from our online store, you are responsible for paying to ship the item back to you. If you do not pay the shipping charges to return the item, after 60 days the item(s) become property of WVShop.com.
There will be no refunds for gift certificates, no exceptions. Gift certificates are valid for one year from the original date of purchase (not the date presented as a gift).
Tips for Shipping Items
Most items can be shipped inexpensively through the US Postal Service using Priority Mail Flat Rate envelopes or Priority Mail Flat Rate Boxes. Larger apparel items such as hoodies will usually fit in a Priority Mail Tyvek envelope and can be shipped for about $6-8. We recommend that you ship items via Priority Mail or UPS so that you have a tracking number and to expedite the process. From most areas, Priority Mail shipments reach our warehouse in 1-3 days. Please allow 24-48 hours after we receive your item to process your return and if required, ship the new item. If an item is being exchanged, we will do our best to ship the item with 24 hours. We also have the luxury of being located near the main UPS hub in Louisville, Kentucky, so UPS shipments also tend to reach us quickly. Be sure to put apparel in the plastic bag it came in or another plastic bag to prevent dirt or water damage. Items that are returned with dirt, water or other damage due to improper packing will not be accepted. If you are unsure of the packing method, please have someone at the Post Office or UPS counter/store to assist you. Often times these items fit in envelopes better of you are able to flatten them and squeeze all air out of the item.
SCAMMERS READ THIS
UNDER NO CIRCUMSTANCES will we honor claims of "empty" packages arriving as a result of someone attempting to gain items for free. We invested a lot of time into making sure our internal procedures are thorough and complete, leaving no loopholes for mistakes. Our shipments are handled by two people to ensure the accuracy of orders. Packaging such as postal service packaging (flat rate packaging, Tyvek envelopes, poly envelopes) as well as FedEx packaging is practically impossible to open without destroying it. The same two people are the owners of this site and while it's possible for us to make a mistake and ship the wrong size or color item or something of that nature (although that has never happened yet), we DO NOT SHIP EMPTY PACKAGES. If you receive a package that has been opened, you should not accept it or you should report it to the carrier (Post Office, UPS, etc) immediately.
Before shipping something back to us, please follow the guidelines above to contact us first so we know why something is being returned and to prevent delaying your request.
