Return Policy

RETURNS

At TED Tobacco we go to great lengths to ensure the accurate, on-time, cost effective, and secure delivery of our customers’ orders. We maintain contracts with multiple freight and ground carriers to deliver the best possible customer service, based on customer locations, order sizes, fuel costs, and other variables. Incoming and outgoing shipments to and from our distribution and fulfillment centers undergo a rigorous quality control process in which they are checked and double-checked by independent audit and verification processes to ensure only error-free and undamaged orders are shipped. Our commitment to quality demands that we hold ourselves accountable for our errors or mistakes, and our return policy leverages industry standard best practices to deliver the best possible customer satisfaction, while protecting ourselves from risks beyond our direct control.

1. Qualification

Only merchandise shipped by TED in error or rendered non-saleable by damage incurred while in the possession or under the control of TED will be considered for credit through the Return Merchandise Authorization (RMA) process. “Non-saleable” is defined as being in such poor condition as to negatively affect or alter the quality or appearance of the product, as normally displayed or presented in the retail environment, such that its state or appearance is significantly inferior to that of unaffected or unaltered products of the same SKU. Damage to shipping or packaging materials that does not significantly alter the quality or appearance of the saleable merchandise itself will not be considered for RMA or credit.

2. Third Parties

TED uses only professional shipping and freight carriers, and reserves the right to select the best-value carrier at its discretion. Although unlikely to occur, TED is not liable for loss or damage of or to merchandise not in the possession or under the control of TED, such as during transit or delivery, or at the customer’s location. Merchandise received damaged by the customer may be refused from the carrier, and claims for loss or damage should be submitted directly to the carrier.

3. Procedures

RMA claims must be reported via e-mail to TED at the time of receipt and inspection by the customer, no later than the next business day following receipt, and documented on the carrier’s bill of lading if applicable. Damage reports must include a written description of the damage, circumstances surrounding the receipt of the damaged merchandise, and photographic evidence of the damage attached in mpg or jpg file format. Customers must not return damaged merchandise until TED has granted approval through the RMA process and authorization to ship has been received by the customer. Merchandise returned before or without RMA approval from TED will not be considered for credit, and all related shipping charges will be borne by the customer.

4. Expiration

Due to the shelf life of our merchandise, customers should return products approved via RMA to TED immediately. Merchandise received by TED after 30 days of issuance of the approved RMA will not be considered for credit, and all related shipping charges will be borne by the customer. Authorized returns must be shipped unopened, unaltered, and without further damage. Merchandise received by TED that has been altered in presentation, appearance or quality, including but not limited to branding, pricing, or other marking or labeling will not be considered for credit, and all related shipping charges will be borne by the customer.

5. Credits

If approved, TED reserves the right to replace the damaged merchandise or issue a refund at its sole discretion. Refunds will be issued in the form of credit to the customer’s account, including shipping charges borne by the customer for approved RMAs. A restocking fee of 15% of the original purchase price will be assessed and deducted from the merchandise credit.