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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%.
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.
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. Any returns without an RMA number previously obtained or without the RMA number written clearly on the outside of the package will be refused and returned to sender.
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.
Please write the RMA number in a prominent location on the outside of the package. We do not provide return labels. Return shipping is the responsibility of the customer. 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:
• 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 25%• A restocking fee may be charged on opened items which are not in resellable condition.• If a store credit is issued for a return, the credit will be valid for up to one year from the issue date.
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.
Please note: If you plan on running our cables inside a wall, through ceilings, into conduit or installing any of our products into a permanent fixture, please test the product prior to installation. FireFold is not responsible for removal or re-installation of any defective product. We will still require the product be returned according to the aforementioned return policy.
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.
All sales are final on open box and clearance items. They are only eligible for refund if defective.
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.
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