Cancellation & Return Policy

We now allow returns 90 days from the shipment date for eligible items, depending on the vendor's terms. You must return items in their original condition with all accessories and packaging.

How can I cancel an order I've placed?

To request cancellation, please contact our Orders team via our Contact Us page within 24 hours of placing an order. Choose "Order Changes or Cancellation" from the Reason for Contact drop-down.

You may also submit a request by calling our support team at (866) 390-5227.

We will consider requests up to the time of shipment as a courtesy. However, cancellation is not guaranteed until we receive confirmation from the product vendor/manufacturer.

Custom/made-to-order items may be ineligible for cancellation if they've already entered production.

If an order has already shipped, it will be subject to the conditions of our return guidelines below.

Can I exchange an item I purchased for another?

All items ship directly from their respective vendors. As a result, we do not have the ability to offer exchanges. The quickest way to obtain alternate items is to place a separate order and request to return the existing order.

How long do I have to request a return?

We offer a 90-day return period from the date of shipment. Requests must be received within this timeline to be considered. However, we will reach out to the vendor as a courtesy to determine if they are willing to accept returns outside this period.

Which items are eligible for return?

Residential or commercial items not marked custom, made-to-order, or non-returnable are eligible but are subject to the vendor's terms and approval.

Items must be returned in the condition they were received, including all accessories, documentation, and packaging materials. Items that have been assembled, installed, or modified cannot be returned.

We strongly encourage researching products thoroughly and consulting our support team with any questions prior to making a purchase.

When will I hear back regarding my request?

Upon receipt of a return request, we will reach out to the vendor to request an RGA (Return Goods Authorization) number and follow up with you by email within 1–2 business days. We prefer to manage return requests via email to ensure you have a record of any instructions we've provided.

IMPORTANT: Orders returned without authorization are not eligible for refund. You must obtain an RGA number to ensure proper processing of your return.

How much will I be refunded?

We will refund the value of the returned items following receipt and inspection by the vendor.

You are responsible for the cost and arrangement of return shipping. If your order shipped under our Free Shipping promotion, the outbound shipping and handling costs will be deducted from your refund.

If items are not returned in the condition they were originally shipped, your refund may be adjusted or deemed ineligible.

Do you charge restocking fees?

We do not currently charge restocking fees.

What if an item is missing, damaged, defective, or incorrect?

If there is a problem with your order, our goal is to provide you with options and reach the best resolution as quickly as possible. Please contact our Customer Relations team via our Contact Us form and choose "Problem with Delivered Items" from the Reason for Contact drop-down. You may also submit a request by calling our support team at (866) 390-5227.

We will review your request promptly, reach out to the vendor if necessary, and follow up using the email address provided within 1–2 business days. We may request additional supporting details (e.g. photos, Bill of Lading, etc.) to aid in our understanding of the issue.

We prefer to manage requests via email to ensure you have a record of any instructions or details we've provided.

How can I order replacement parts?

To determine if replacement parts are available for your item, please contact our support team via our Contact Us form and choose a relevant option from the Reason for Contact drop-down. You may also call our support team at (866) 390-5227.

Be sure to describe the issue in detail and include your past order number and any part/model numbers, if available.

Delivery Issues

What if My Order Arrives Damaged?

We strive to have all packages arrive on your doorstep snug, safe, and secure. We refuse to sell products that are easily damaged during shipping.

  • If your order is delivered with no signature required, open all packages, inspect the products, and notify us of any damage or missing items within 48 hours of delivery.
  • If your order is delivered by LTL freight and requires a signature, check every side of all boxes and note ANY damage to packaging by writing "Package Damaged" on BOL before signing. Also note any missing items on BOL. The driver should allow you a few minutes for that inspection. If the driver does not allow for that inspection — note that on the BOL before signing. (If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment.)
  • After delivery, open all packages, fully inspect the product for any concealed damage or missing items, and report that to us as well as the shipping company within 48 hours.
  • If you received a damaged product or the wrong product and we cannot solve the issue with either a full replacement or replacement parts, we will pay to return the item to us, in addition to issuing the refund.
  • If your product has a manufacturer's defect, we will contact the manufacturer to either replace the defective part or, if necessary, the entire unit.

Items Missing from an Order

If your tracking information shows that your package was delivered, but you are unable to find it:

  • Verify the shipping address is correct.
  • Look for any notice of attempted delivery.
  • Look around the delivery location for your package.
  • Check to see if someone else accepted the delivery.
  • Some packages may travel with multiple carriers. Check your mailbox or wherever you receive mail.
  • Wait 24 hours. In rare cases, packages may say "delivered" up to 24 hours prior to arrival.

Your package was insured. The insurance on the package will take care of replacing the lost shipment. As with any insurance claim, there is a process that must be followed in order to have the lost shipment replaced.

If your package is missing from a delivery, you (as the RECIPIENT) MUST contact the Carrier (UPS, FedEx, etc.) immediately. The sooner the Carrier is notified, the sooner the tracer and claim can be initiated for your missing package.

Got It Wholesale will not be responsible for any order that is tracked and delivered but not received. However, after you file a claim with the Carrier (UPS or FedEx) you must contact us so that we can assist you with the replacement of the missing shipment.

How do I file a claim?

File a claim with FedEx.

What can I do if UPS Tracking says that my package is delivered, but I don't have my package? Click Here.

We are committed to providing you the best shopping experience in the industry. If you have questions about any of our policies, please give us a call at (866) 390-5227.