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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.
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. 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. Refused shipments can take up to 14 days and may incur a restocking fee up to 25%.
FireFold wants you to be satisfied with your purchase which is why we offer a 60 day money back guarantee* on all purchases. If you decide you don’t need your product within 60 days of placing your order you can contact a customer service representative to set up your return. Returns for functional products past 60 days are not accepted.
*Please note: Select brands are excluded and have a 30 day money back guarantee. These brands include Kendall Howard, Great Lakes Case & Cabinet, and Middle Atlantic. Also, any special order products not normally featured on our site are guaranteed for 30 days.
All returns require an RMA number clearly written on the outside of your package or shipping label. Product returned without an RMA number will be refused. Returned product must be in original packaging, like new condition without visible wear and tear, complete with manuals, accessories and documentation. We are only able to accept non-defective returns in like-new condition. Products returned with signs of wear or missing parts will also be refused. Products returned in like new condition with missing or damaged packaging will be subject to a 15% restocking fee at the discretion of FireFold, or you will have the option to pay shipping costs to receive your item back.
Please package your return in a manner that will prevent damage as we cannot accept returns damaged in transit. Returns should be free of non-removable labels and writing on the product or packaging.
All returns require an RMA number. To obtain an RMA number, please fill out the form below. Any returns without an assigned RMA number written clearly on your return package will be refused and returned to sender. All returns should be mailed within 10 business days. Packages postmarked outside of 10 business days will be refused. Please allow 5-10 business days from delivery for your return to be fully processed.
Address your return to:
If you are to receive 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 cost incurred by FireFold will be deducted from your refund total.
Select brands may be subject to a restocking fee: Atlona 15%, Ethereal 20%, Peerless 25%, Kendall Howard 25%, Vanco up to 20%.
If a store credit is issued for a return, the credit will be valid for up to one year from the issue date.
We cannot accept defective product returns past 60 days unless your product is covered under warranty. Please state the nature of the defect in your RMA request. Your product will be tested by our technicians upon arrival. Once we determine your product to be defective we will ship you the replacement product via USPS or FedEx Ground. If we determine the product is not defective, you will have the option to pay to have the product returned to you or you can have us dispose of the product for you. Remember after 60 days products are non-returnable.
All sales are final for open box and clearance items. Products under this category are not covered under warranty.
If we made an error on your order, please contact us within 10 business days of delivery to report discrepancies or damage. After 10 business days, FireFold will not honor returns or exchanges for these issues.
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