Shop Confidently with Extended Holiday Returns
Begins Midnight ET 9/29 and runs through Midnight ET 12/24.
Returns must be received in our warehouse no later than 11:59 PM ET on 1/31/23 to be eligible for the holiday return extension. Valid on all items except "As Is" or "Final Sale". All other standard return policy terms apply. We recommend dropping in the mail early so we receive on time. Please allow at least 10 business days for return shipping transit times.
Our Return Policy
If any item received from ShopHQ does not meet your expectations, mail or ship your return within 30 days from the date you receive your package for return or exchange.
We offer two return options. You may choose to either return your item for a full refund of the purchase price back to your original method of payment; or, you may request an exchange for the same item. You may also reorder the item today and then return your original item for a refund. If you choose to use our postage prepaid Smart Label to return your item, as described below, a SmartLabel fee, plus tax, will be charged to your original method of payment.
With each package, there is a return form attached to your invoice which needs to be filled out and sent back with your item(s). Please fill out the return form and be sure to include it in your package so that we can easily locate your order and process your return as fast as possible.
If you are unable to locate your return form, click here to print a new one. If you do not have access to a printer, please include your name, customer number, order number, item number of product being returned, and reason for the return on a sheet of paper and include it in your return package.
Please note that certain items are sold “as is” or “final sale” except where prohibited by law. Items sold “as is” or “final sale” cannot be returned or exchanged. When applicable, this will be specified at the time of sale.
Important Return Information
- To learn about your options for returning merchandise, click here.
- ShopHQ will not issue credit for items that have been altered or damaged.
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If you would like to make an exchange, please include the color and/or size you wish to receive.
- Exchanges can only be made for items being returned to our Bowling Green, Kentucky locations.
- With an exchange we will first refund your original order and then place a new order for you based on the information included on the exchange form sent with your return.
- Please allow 5 business days from the day ShopHQ receives your item to see your exchange order under "My Account". If you have an email address on file, you will receive an order confirmation email, as well as a shipping confirmation email so you can easily track the progress of your package.
- Refunds will be issued to the original method of payment used. Refunds to credit cards are applied immediately upon processing, but may not appear on your billing statement for up to two billing cycles.
- Original shipping and handling charges and the easy return SmartLabel fee are not refundable.
- If you have questions regarding which return address to use, please contact Customer Service at 1-800-676-5523 between 10am-5pm CST, 7 days a week.
After You Send Your Return Back
- Please allow 10 days for your return to be delivered, processed, and refunded.
- If you have not received a refund to your credit card after 15 days, please contact ShopHQ Customer Service at 1-800-676-5523 between 8am-9pm CST Monday through Friday and 9am-5pm CST Saturday and Sunday.
- For helpful tips on tracking the progress of your return, click here.
How to Return an Item
Should you decide to return your purchase, ShopHQ offers two return options for your convenience. You may choose to use the SmartLabel included with your invoice or select a carrier of your choice.
If your invoice contains a pre-paid postage easy return SmartLabel (shown below), you may use it and pay no upfront postage. A weight based SmartLabel fee plus tax will be applied as a separate charge to your original method of payment once we process your return.
SmartLabel Fees by weight:
- 0 - 5 lbs. - $7.95
- 5.01 - 10 lbs. - $9.95
- 10.01 - 30 lbs. - $11.95
- 30.01 - 60 lbs. - $15.95
- 60.01 lbs. and up - $39.95
To use the SmartLabel:
- Complete detach and enclose the return form with your item along with all original materials, such as the parts and paperwork that were included in your shipment.
- Cover or Remove all original shipping labels if you are returning your item in the original package.
- Affix the pre-paid SmartLabel directly to the outside of your return package (SmartLabel is located on the back of your original invoice).
- Drop Off your package at any USPS drop box, local Post Office or postal location (including your own mailbox).
The SmartLabel is an insured method of delivery so there is no need to purchase additional insurance or delivery confirmation.
What If I misplaced my SmartLabel?
Don't Worry! If your order included a SmartLabel but you misplaced the SmartLabel, you can reprint a copy by logging into "My Account" and choosing "Order History". Find the order for the item(s) you wish to return and click the "SmartLabel" button. You will be able to reprint your label right on the spot as long as you have access to a printer.
What If I Use A Carrier Of My Choice?
If you did not receive a pre-paid SmartLabel, use the standard label on your invoice to return your package with a carrier of your choice.
- Complete, detach and enclose the return form with your item along with all original materials such as parts and paperwork which were included in your shipment.
- Cover or Remove all original shipping labels if you are returning your item in the original package.
- Affix the standard label directly to the outside of your return package (the label is located on the back of your original invoice).
- Return your item(s) by taking your package to a carrier of choice (UPS, USPS, FedEx, etc). Postage will be due upon receipt at the carrier location.
- Insure your package for the value of your item.
- Obtain a tracking number so you can track your return as it makes its way back to ShopHQ.
Checking the Status of a Return
1. Track Your Package
- If you used the SmartLabel to return your item(s), go to www.shophq.com. Under the My Account global navigation, you may select the Track My Smart Label link. Enter in the order number for the item(s) you returned. This link is also located on all pages in the My Account section
- If you used a carrier of your choice, please access the carrier's website to see when the package is scheduled to reach its destination.
2. Check Your Email
- If you used the SmartLabel to return your item(s), you will receive an email letting you know that your return is on its way back to us; then, a separate email when your return package reaches our warehouse.
- If you used a carrier of your choice and you arranged to be notified about the progress of your package through the carrier, please check with your carrier (UPS, FedEx, USPS, etc).
- Once your return has been completely processed, you will receive a confirmation email letting you know that we have processed your return along with the amount you have been refunded.
3. Check ShopHQ.com
- Sign into "My Account" at ShopHQ.com and choose "Order Status" at the top of the page. If we received and processed your return, your order will show that your return has been completed.
- The "status" of the item you returned will no longer state that it is "shipped" and rather that item was "returned" and the date the refund was processed for your return.
4. Call ShopHQ's Customer Service Phone Line:
- Dial 1-800-676-5523 between 8am-9pm CST Monday through Friday or between 9am-5pm Saturdays and Sundays, and choose "1" for Manage Orders, then "3" for Return Status. If we received your most recent return and have completed processing, you will hear this return first. You can then choose to hear a list of orders, look-up by order number or look-up by item number.
ShopHQ SmartLabel
Using a SmartLabel to return your item to ShopHQ is easy! The convenience of using a SmartLabel saves you the time and effort of going to the Post Office, plus no additional upfront costs for tracking and insurance are needed. A SmartLabel is a prepaid return shipping label that is included in most ShopHQ packages and can be located at the bottom of the invoice. This label contains all the information about your order and return destination to make it easy for you!
Because the label is prepaid, you will pay no postage upfront. An easy return SmartLabel fee plus tax will be applied as a separate charge to your original method of payment once we process your return. The cost associated with using a SmartLabel varies depending on the weight of the package:
- 0 - 5 lbs. - $7.95
- 5.01 - 10 lbs. - $9.95
- 10.01 - 30 lbs. - $11.95
- 30.01 - 60 lbs. - $15.95
- 60.01 lbs. and up - $39.95
Why is my order not eligible for a SmartLabel Return?
Not every ShopHQ order includes a prepaid SmartLabel; however, the majority do. If your order does not include a prepaid SmartLabel, please use a carrier of your choice to return your item.
Only items sent with a SmartLabel should be returned with a SmartLabel. If you misplaced your SmartLabel, please click here for instructions on how to reprint your SmartLabel.
How Do I Track My SmartLabel Return?
IT'S EASY! If you used the pre-paid SmartLabel to return your package and you have an email address on file with ShopHQ, you will receive an email letting you know that your return is on its way back to us. You will receive a separate email when your return package reaches our warehouse.
If at any time, you would like to check the progress of your return, go to www.shophq.com. Under the My Account global navigation, you may select the Track My Smart Label link. Enter in the order number for the item(s) you returned. This link is also located on all pages in the My Account section.
