RETURN POLICY - EFFECTIVE JANUARY 1, 2008

PLEASE NOTE:  you must obtain a return authorization number (RA #) prior to returning any merchandise.  The RA# must appear on the outside of your package or we will not accept delivery of your package.

• You have thirty (30) days from the date of order to return merchandise for an exchange or refund.  This time period is one of the most flexible in the industry.  We must receive your return within thirty (30) days from the date of order or it will NOT be accepted for return. .

• Contact customer service at 866-699-8084 or via email at customerservice@firestoreonline.com to request a return authorization number (RA#) prior to returning merchandise.

• Once issued an RA#, write the RA# on the outside of the package you are returning (in bold).  The RA# must be visible or we will not accept delivery of your package.

• Include a note with your return indicating the reason you are sending the product back to us (i.e. refund, exchange, etc.).

• Items may only be exchanged or returned if they are in original NEW condition, in original NEW packaging, all tags and labels attached and in re-sellable condition.  Items which have been laundered, have obvious odors (i.e. smoke, perfume) may not be returned.  Custom items, personalized items, closeout items or items which have been altered may not be exchanged or returned.  Returned items which are not in their original NEW condition will not be accepted for return or exchange.

• Footwear may not be exchanged or returned once it has been worn.  We strongly recommend trying on footwear on a carpeted surface before placing it into service.  We cannot accept footwear for return/exchange that is not in original NEW condition (free from any signs of wear).  IMPORTANT NOTE:  Please do not deface footwear boxes by applying postage directly to the box - footwear should be returned in a protective outer box (as they were originally shipped).  Defacing footwear boxes with postage and any other markings will result in refusal of your return/exchange.

• CLOSEOUT items may not be returned, exchanged or cancelled.  All sales of closeout items are FINAL.

• You (the customer) are responsible for shipping the return back to us.  Return shipping (to you - if an exchange) is also charged to the customer.

• Customer's are strongly urged to send back returns using insured mail with a trackable method.  We are not responsible for lost or damaged returns.

• We do not issue "call tags" unless we made a mistake with your order shipment. 

• We reserve the right to charge a 20% restocking fee on goods returned for a refund in order to offset administrative costs.  This charge does NOT apply to exchanges.

• Shipping charges are NON-REFUNDABLE! 

• Actual shipping charges will be deducted from refunds for any "FREE SHIPPING" items.

• Items not eligible for return (meeting the above criteria) will be shipped back to the customer.  Customers who refuse return shipment of items not eligible for return/exchange should note that we reserve the right to liquidate or destroy those items with NO credit or claim due the customer.

• "FREE SHIPPING" footwear:  customers are responsible for shipping charges of replacement sizes when exchanging footwear, including "FREE SHIPPING" footwear.  "FREE SHIPPING" footwear is shipped free of charge on the initial order only - subsequent exchanges of sizes, etc. will be billed to the customer.

• RETURNS SHOULD BE SHIPPED TO OUR RETURN CENTER:   FireStoreOnline, Attn:  RETURNS, 1506 Industrial Drive, New Smyrna Beach, Florida 32168

CANCELLATION AND CHANGE OF ORDERS

• We ship over 95% of orders within 24 hours.  Consequently, orders may not be cancelled if they have been processed in our warehouse.  However, we will make every reasonable attempt to accomodate cancellation requests as long as your order has not been processed or sent to the warehouse.
• Customized items may not be cancelled once they have been ordered.
• Closeout items may not be cancelled.
• Customers will be notified of any backordered items.  Customers may elect to cancel backordered items or wait for the backordered items to ship once they arrive in stock.  We will provide an estimate of the backorder wait and nofity the customer. 
• Special order items, or items with extended ship time noted on our web site, may not be cancelled.  We reserve the right to charge a cancellation charge if we are able to accomodate cancellation of special orders or extended ship (factory direct) items.  However, we make no guarantee that we can cancel these items - but will make every reasonable attempt.