Returns

Our Hassle-Free Return Policy is designed to make returns as easy as possible for you. We accept product back in its original packaging up to 90 days from the date of purchase.

Certain items may not be returnable or may have specific return instructions; please see below before you make your return. If you have questions about our Return Policy, contact us at cs@lodgmate.com.

Return Authorization

All returns require a return authorization number from our Customer Relations department before returning. Please contact Customer Service at cs@lodgmate.com.

Condition

All returns must be returned in new (unused) condition in the original packaging, complete with any guarantees, and operating and/or assembly instructions that were included in the original package. Products that are made to order or customized at your request, including anything custom printed/imprinted (key tags, advertising specialties, etc.) may only be returned if we did not follow your instructions or if there are defects in materials and workmanship at the time of delivery. Defective custom merchandise must be returned within thirty (30) days of delivery.

Returns Must Be Sent Freight Prepaid.

Stock orders due to a customer's ordering error will be charged round trip freight and a restocking fee regardless if they shipped out freight free. The restocking fee applied depends upon the condition of the return.

Closeout Items

No returns accepted on Closeout Items. All sales are final.

Shortages, Damages and Fulfillment Errors.

If you notice your order arrived damaged or short an item at the time of delivery, please note the damage or shortage next to your signature. If you notice damage or a shortage upon opening your package or if your order was fulfilled incorrectly, please contact us within 3 business days of receipt at cs@lodgmate.com. See additional NOTE below for liability details.

Custom Order

Custom orders, including baton rods, signage, keytags, etc. are nonreturnable.

Warranty Items

Please refer to the product warranty for any returns or exchanges.

Limitation of Liability

Our sole liability for goods sold is limited, at our election, to the repair or replacement of those goods, or repaying or crediting you for the purchase price of the goods. We will not be liable for any incidental or consequential losses, damages, lost profits, or expenses directly or indirectly arising from the sale, handling, or use of any of the products. or from any other cause. You must submit all claims to us in writing within thirty (30) days from the date you received the goods.

Damaged or Defective Items

If your package arrived damaged in transit, please note the damage next to your signature at the time of delivery. If your package had concealed damage or contained defective merchandise, please contact us within 3 business days of receipt at cs@lodgmate.com.

NOTE:

It is very important that you examine each carton in the presence of the driver, at the time of delivery, because according to federal law, once you sign for merchandise, you become responsible for it. The only exception is if you or the driver note any damage on the delivery receipt at the time of delivery. We are bound by time constraints imposed by freight companies and the law. Claims received by the carrier after fifteen (15) calendar days from the delivery date cannot be honored, so you must notify us within ten (10) calendar days of delivery if you want us to help you process the claim.

Must you accept damaged merchandise?

That depends on how bad the damage is. If there is extensive damage and the merchandise cannot be salvaged, the driver may agree to total refusal of shipment. If the merchandise is not totally damaged, you must accept it–but be sure to have the driver note and initial the damage on the delivery receipt.

Keep the damaged merchandise, carton, and packing material so they can be inspected and the liability determined. Do not file a claim with the carrier. Contact us for further instructions at cs@lodgmate.com. You must notify us within ten (10) calendar days of delivery. You must pay all additional costs incurred if any shipments are returned to us as a result of your unexcused delay or failure to accept proper delivery.

Concealed Damage

If you should find concealed damage, keep the merchandise, carton, and all packaging material so they can be inspected and the liability determined. If you want us to assist you, you must notify us within ten (10) calendar days of delivery. Do not file a claim with the carrier.