Return Policy

Courier deliveries of products purchased on this website are insured in transit to your delivery address.

If your item is malfunctioning or defective, it must be returned in the same condition as received, with the same serial number, in the original packaging, and with all attachments.

If by some chance you do receive a faulty product, we'll replace it, no question. Don't destroy the product, just email us and we'll work through the process of getting the product back to us and providing you with a replacement or credit.

If we have made a mistake or you are unhappy with any part of the sales process please drop us an email, we would love to assist in getting it right. We always ensure that we comply, for your peace of mind and our protection, with the Consumers Guarantee Act.

Returns may be limited or declined based upon our refund verification systems, which are used to process and track returns to help administer our loss prevention program.

Please note that notification within 3 days of receipt is required, and the product must be returned to us within 10 days. Returns received after this period will not be accepted.
- Returns for sales orders over 10 days old cannot be accepted.

We regret we cannot offer a refund once the product has been opened and used. Our site is aimed at customers who have already purchased and experienced the product(s).

Should you wish to return an order due to a change of mind, we are more than happy to provide a store credit or a shipment of a different item in exchange. Please note, the returned item must be unopened and factory sealed.
- Original package must be unopened and factory sealed.

Additionally, a 15% restocking fee will apply to returns due to a change of mind, and return charges will not be reimbursed.
- A 15% re-stocking fee is applied for all returns or cancelation.
- Returns must be securely and carefully packaged for transit.

Please note that unauthorized returns will not be refunded. We kindly ask for your patience and understanding while our customer service team reviews and approves your returns. This process may take some time, but we assure you that we are dedicated to resolving any issues promptly.

To start a return, you can contact us at info@shoplineusa.com.
Please include your order number, name, address, and reason for the return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Please note that in order to receive a replacement product(s) or a refund, the merchandise must be returned to us, unless otherwise stated.

Items sent back to us without first requesting a return will not be accepted.

Please note that some returns may need to be sent to our overseas address, depending on the product you have ordered.
You can always contact us for any return question at info@shoplineusa.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned.

Due to health and safety guidelines, we are unable to accept returns or exchanges on some healthcare items (Health & Beauty), home health items (Home & Garden, e.g., refrigerator water filters), and personal care products, even if unopened.
No refunds will be issued for these items. This includes some health and personal care items (such as beauty items, personal oral supplies or items, dietary supplements, vitamins & supplements) and items with damaged safety protection seals.

For hygienic reasons, the following products cannot be returned: animal health products; animal food; animal supplements; anti-flea/tick products, flea larvae treatments, lice - drops, sprays, collars; pheromone collars; pheromone diffusers and refills; and oral tablets. These products often come into contact with the skin or mucous membranes of animals, making their return unsafe for other customers.

Additionally, items from the "on sale" or "clearance" category cannot be returned because "on sale" items are typically sold at a reduced price, which often means they are final sale and not eligible for returns or exchanges.

The following items are also non-returnable:
⦁ Downloadable software, Computer programs, DVDs/CDs, and video games
⦁ Custom products (such as special orders or personalized items), unless there is damage, defect, or an error (e.g., misspellings)
⦁ Any printers supplies, inks, photo paper supplies that have been opened, printed or used
⦁ Any clearance products (e.g., refurbished, surplus, new and opened box items)
⦁ Hazardous materials, including flammable liquids or gases.
⦁ Products missing the serial number or universal product code (UPC).

Please note that the list of non-returnable items is subject to change at any time.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Cancellations

Unfortunately, once an order has been placed we are unable to make any modifications to the order, including cancellations. Please ensure that you select your product(s) carefully and that you enter your shipping information correctly.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted and you receive remuneration, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund as well.

 

Gift cards, coupons, or discounts

Please review our return and refund policy regarding the use of gift cards, coupons, or discounts on our website:

Items purchased using gift cards, coupons, or discounts are not eligible for return or refund.
Exchange of a coupon or gift card for cash value is not applicable and cannot be used for cash withdrawal or refund to the card used for purchase.
Gift cards or certificates can only be used for purchases on our website and must be utilized in accordance with the terms and conditions of the specific gift card or coupon as determined by the retailer.
Please note that all purchases made using gift cards or coupons are final and cannot be refunded. We appreciate your understanding and cooperation in adhering to our policy. If you have any questions or concerns, please feel free to contact our customer service team for assistance. Thank you for shopping with us!