RETURNS & EXCHANGES
We want to make sure that your experience with Olhausen Online.com is the best, and that is why we provide a Satisfaction Guarantee on most products that we sell. If you are not satisfied with your purchase within the first 30 days, you may return it to us for a refund or exchange. All returns when money is being credited back to the customer a 20% restocking fee will apply.
CUSTOM ORDERS that have to be made per order are NOT subject to returns or cancellations once the order has been started. Once the order has been started and had been finished we cannot cancel the order or return. If the order has not been finished and is bare wood we can cancel the order with a 20% RESTOCKING FEE.
All exchanges are NOT subject to restocking fees but the customers are responsible for shipping fees to return the item or items back to our warehouse.
All orders being shipped outside of the United States and are being returned or exchanged is up to the customer to pay for the shipping.
After the first 30 days, will accept returns for exchanges only. Excludes custom orders like pool table covers made to order or pool cues that are custom engraved or have special tips requested. This does not include the manufacturers or 3rd party's return policies or a accidental orders.
In order to return a product, please email our returns department at email@example.com (please be sure to include your contact information, order number and reason for returning the product.)
Once we receive your request, we will tell you where to send the item and to whom you need to send it to. You will be given a Return Merchandise Authorization (RMA) number for you to reference on your return shipment.
Customers will be responsible for all shipping charges to return any items, including any shipping costs that were incurred sending out your order, unless we shipped an incorrect or damaged item. In addition, if there were any customizations done on a product, such as a tip change, we cannot refund the cost of those services.
We are not responsible for orders that have been accidentally ordered by a customer and would like to return it for some reason that is not our fault. There is also a restocking fee for accidental orders that are returned.
The time frame may vary for returned items, it depends on the product and the manufacturer of that product. We do not always ship items from our warehouse here in San Diego depending on where the order is being shipped to we always find the closest warehouse to the delivery address to help with shipping costs and we have to receive confirmation from those warehouses that the order was received and inspected.
Standard refund times can run anywhere from 10-14 days from when the item is received back in our facility. We need to have time to receive it from our shipping department then it will need to be inspected to make sure that all the items are returned as they were shipped out originally and were not used in any way.
Accepted Methods of Payment
Credit cards accepted: Visa, Mastercard, and Discover.
Other forms of payment: Apple Pay & Amazon Express Checkout
Credit Card Charges
Your credit card will be charged when your order is placed. If we are not able to fulfill your order for any reason your credit card will be refunded within 7-10 business days from the day the order was canceled or the item was returned and received by us. These times will vary depending on the type of credit card used, the credit card processor and the amount being refunded.
Olhausen Online will ship any order using ground and air transportation services within the contiguous 48 states and may decide to use another carrier then what the customer purchased only if the package will arrive to the customer sooner using a different carrier. Olhausen Online may reserve the right to use FedEx, UPS, USPS and LTL trucking companies depending on your location and the products that you are ordering. If your order is being shipped out of the contiguous 48 states, or wish to expedite your shipping, you can calculate your actual shipping cost by placing the desired items into the shopping cart and filling in the "ship to" information then press continue to get an estimate.
We are NOT responsible for shipping or freight fees for items being forwarded to another address. Items that have been wrongly shipped to a customer will be sent a return label at no cost to the customer. We will only send a return label to the address the item or items were originally shipped too. We are in no way responsible for items that have been forwarded on to another customer or another address. Once the item has been received back we will process that it hasn’t been used and we will process a refund. Please allow 7-10 days from when the item has been received back to our offices. Please include the order number on the outside of the box and include the receipt inside the box to ensure we process the return to the correct customer.
You can expect to receive your order within 5-10 business days if the item is in stock. All Special Orders may take anywhere from 3-4 weeks. Not all items are stocked due to a variety of sizes, colors and wood types.
After the order ships with standard standard FedEx, UPS, or USPS shipping. Any items that are to large or heavy to go by FedEx, UPS, or USPS will be shipped by common ground carrier. Depending on where you live in the United States shipping times will vary. All items that ship by common carrier will be shipped on a pallet or cardboard box delivered to your driveway. The shipping company and Olhausen Online are not responsible for getting the purchased items delivered or setup in your home. Some companies may offer this service additional fees may apply.
This policy does not affect the customer not being completely satisfied with a product.
FREIGHT DAMAGE VERY IMPORTANT
Olhausen Online is not responsible for lost or damaged items that are caused by the shipping/ freight company. We will do everything we can with the carrier to resolve the issue in a timely manner. If an item is damaged in transit by any shipping carrier the customer must document the damages on the paperwork and the customer MUST REFUSE THE ITEM. Please take photos of the damages and have the driver return the damaged product back to the shipper. We MUST have pictures of the damaged product including the torn box and the produtcs inside the box.
This policy does not affect the customer not being completely satisfied with a product due to the freight company's policies.
Olhausen Online.com will not collect any personally-identifiable information about you (e.g., your name, address, telephone number or e-mail address ("personal data") through our websites unless you have provided it to us voluntarily. If you do not want your personal data collected, please do not submit it to us. When you do provide us with your personal data, we may use that information in the following ways, unless stated otherwise: we may store and process that information to better understand your needs and how we can improve our products and services; we (or a fulfillment house or other third party on our behalf in connection with a promotion)may use that information to contact you; and/or we may provide other third parties with aggregate - but not individual - information about visitors to or users of our sites. We do not now and will NEVER sell, rent or market personal data about you to third parties.
ADDITIONAL INFORMATION COLLECTED AUTOMATICALLY
In some cases, we may automatically (i.e., not via registration) collect technical information when you connect to our site that is not personally-identifiable. Examples of this type of information include the type of Internet Browser you are using, the type of computer operating system you are using and the domain name of the website from which you linked to our site.
INFORMATION PLACED AUTOMATICALLY ON YOUR COMPUTER -- COOKIES
When you view one of our websites, we may store some information on your computer. This information will be in the form of a "Cookie" or similar file and can help us in many ways. For example, Cookies allow us to tailor a website to better match your interests and preferences. With most Internet Browsers, you can erase Cookies from your computer hard drive, block all Cookies or receive a warning before a Cookie is stored. Please refer to your Browser instructions or help screen to learn more about these functions.
HOURS OF OPERATION (OPEN 6 DAYS A WEEK)
MONDAY - FRIDAY 10AM - 6PM (PST) Phone, Email & Text
SATURDAY 10AM - 4PM (PST) Email or Chat
SUNDAY - Closed