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Online FAQ


Cancelling an Order

Please do not use an RMA request as a method of cancelling an order. To cancel an order, please call a customer service representative at 704-979-7100 within 15 minutes of placing your order. We are not able to make changes or cancel orders after 15 minutes of being placed.


Refused Shipments

The quickest way for us to be able to handle your return is for you to accept delivery, then contact us about sending it back. If you refuse shipment, your shipping will still not be refunded. It will only delay your credit for your purchase. On all shipments to customers, we incur shipping and handling costs.

If through no fault of FireFold, the shipment is refused, we will deduct any shipping and handling fees from your return to recover the expenses we incurred. We also reserve the right to impose a 20% restocking fee for an unauthorized return.

FireFold Return Policy


30 Day Money Back Guarantee

We want you to be satisfied with your purchase. That’s why we offer a 30 day money back guarantee on all purchases. If you decide you don’t need your product within 30 days of placing your order, contact a customer service representative to arrange a return.

How to Start the Return Process

Requesting an RMA Number

All returns require an order number. This is essentially your proof of purchase and helps us ensure the proper order is credited. All returns also require an RMA number. To obtain an RMA number, please fill out the form below.

 

Preparing Your Return

Your product should be like new and 100% complete with all accessories and documentation (boxes, packing material, manuals, blank warranty card) and have the original UPC intact. We cannot accept products with visible wear and tear.

Mailing Your Return

Please write the RMA number in a prominent location on the outside of the package. Mail the package back to us within 10 business days. Packages postmarked outside the 10 day window will be refused. Please allow up to 14 business days after receipt of your return for it to be fully processed.

We recommend you insure your package for the full value of your product in case it is lost or damaged in shipment and use a carrier that can provide you with proof of delivery. FireFold is not responsible for lost or damaged packages.

Address your return to:

FireFold Returns Department
RMA# XXXXXX
990 Biscayne Drive
Concord, NC 28027

 

After We Receive Your Return

• If you are due a refund, it will be issued via the payment method used to originally place the order.
• If you received free shipping on your order, the shipping cost incurred by FireFold will be deducted from your refund total.
• Shipping charges will not be refunded.
• Some brands may be subject to a restocking fee. Atlona 15% Ethereal 20% Peerless Mounts 25% Kendall Howard 20-50%
• If a store credit is issued for a return, the credit will be valid for up to one year from the issue date.

Defective on Arrival Returns

We pride ourselves on offering high quality products. If for any reason your product is defective upon receipt, please notify us within 30 days using the same method for general returns. We cannot accept defective product after 30 days unless covered under warranty. Please be sure to state the nature of the defect in your RMA request.

When we receive your return, our technicians will test the item to determine the defect. You will be contacted with the results of the test. If we determine the product to be defective, you can choose from a comparable replacement, if available, or receive a full refund (minus original shipping charges). If we determine the product is not defective, you will also have the option to pay to have the item shipped back to you.

Warranty Returns

If returning a defective product that is covered under warranty, please follow the same procedure used for General Returns, but state the nature of the defect in your RMA request.

Your product will be tested by our technicians upon arrival and you will be contacted with the results. If we determine the product to be defective, you can choose from a comparable replacement, if available, or receive a store credit. If we determine the item is not defective, you will also have the option to pay to have the item shipped back to you.

Open Box and Clearance Returns

All sales are final on open box and clearance items. They are only eligible for refund if defective.

Order Mistakes or Damaged Packages

If we made an error on your order, please contact us within 10 business days of receipt of the package to report any discrepancy or damage. After 10 days, we are not responsible for any order issues.