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Return Policy

We understand that, despite the best efforts of everyone involved in the ordering process, there may be a reason to cancel or modify your order, or even return a purchased item. Our returns policy explains your rights and obligations in these situations, as well as other important information.

Order Modification or Cancellation

 If you need to cancel an order, or to modify it in any way, please do so as soon as possible. You only need to: 

       Click the link labeled My Account located at the top right of the website page. This will allow you to view your orders and interact with them.

       If you require assistance, you can do so by calling 718-232-7044 or by emailing [email protected]. Simply provide your order number and we’ll do our best to help.

Note that cancellation after an order has shipped is not possible. Any order or portion of an order canceled after it has been shipped is considered a return, and our return policy will apply.


Returns and Exchanges

Your satisfaction means a great deal to us. If you have purchased an item that no longer suits your needs, we are happy to return or exchange it within 30 days of delivery (see some exclusions below). We also make it simple to handle this process and you can reach us by phone, email, or through our website. However, there are a few important things to know about our return and exchange policy:


       For items that are currently marked “in stock,” we will provide you with a prepaid return label and issue a full refund for the purchase price, excluding items shipped with freight and items shipped outside of the 48 contiguous United States. Items that are marked as "Not qualified for free shipping" will not be eligible for free return shipping labels. Consumable items cannot be returned. 

       If the product is listed as “available,” we will assess up to a 25% restocking fee, plus shipping charges (prepaid label will not be provided)

       We do not refund shipping costs.

       Any special order or custom-made products are not refundable or returnable.

       All items must be unused, in new condition with original packaging.   

       Requests for refunds or returns must be made within 30 days of delivery. Refunds/credits will not be issued after 30 days following the receipt of the item. 

       Defective equipment may be repaired, refunded or exchanged at our discretion for the same model or manufacturer's equivalent model.

       Return requests for items from Packnwood need to be made within 7 days of delivery.



How to Request a Return or Refund


       Contact us by emailing [email protected] or by calling 718-232-7044

       We’ll provide you with a return authorization number (RMA) and information about how to handle the physical return.

       You are responsible for packaging the item for return transit.

       The RMA will be valid for up to 15 days. Please ship the return/exchange within that window.

       We will issue you a refund amount within five business days of receiving the item.

       If you paid with a credit card, additional processing time may be required before the return shows in your account.

       Note that if you are exchanging an item, it will be billed as separate transaction.

 Note that you can also return an item in person by visiting our showroom at 6103 15th Avenue, Brooklyn, NY 11219.