Shipping & Returns
At Canetiz, our goal is to ensure your complete satisfaction with your purchase. If, for whatever reason, you are dissatisfied with your purchase, you can return it to Canetiz within 15 days of purchase date. Claims for missing items or items damaged in transit must be received within two business days of receipt of merchandise.
You have the option of exchanging the item(s) or receiving a refund for the full amount of the item purchased (excluding shipping and handling charges). Refunds on returned items will be issued in the same payment form as tendered at the time of purchase. If payment was made by credit card, once we receive the product we will credit your account. Please allow 7-10 days for a credit to appear on your credit card statement. If payment was made by check, the refund check will be issued after 10 business days from the date of purchase.
Please read all conditions below. If conditions are not met, Canetiz reserves the right to refuse the return or to charge a restocking fee not less than 15%.
How to return or exchange an item:
- In order to return an item you need to first obtain an RMA (Return Merchandise Authorization) number.
- To request an RMA number call Customer Service at 1-888-790-8872.
- Place the original package into a shipping carton.
- Please do not place stickers or shipping labels on the original manufacturer’s package.
- The RMA number must be clearly written on the outer box. If you received a label in the email, print the label and tape it to the carton.
- We recommend you ship via insured ground service with a tracking number. Return shipping charges are the responsibility of the customer. We are not responsible for lost or damaged packages.
- Send pre-authorized returns to:
Canetiz Return Dept.
1902 E. Common Street – Suite 300
New Braunfels, TX 78130
- All returned or exchanged items must be in new condition, in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories. Open and/ or used items may be subject to a restocking fee, which is, at a minimum, 15%. We’ll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Certain items are non-refundable (see below)
- Actual shipping cost of orders sent with “Free Shipping” will be deducted from the refund if order is returned, unless is a result of our error.
- Canetiz is not responsible for personal data or items left in returned merchandise.
- Defective items may be repaired or exchanged at our discretion for the same model or manufacturer’s equivalent model.
- RMA numbers are valid for 10 days.
- Canetiz is not responsible for any consequential or incidental damage resulting from the sale or use of any merchandise bought from us. We are responsible for the monetary value of the merchandise only.
No Return/Exchange On:
- All consumable items (e.g., batteries, etc.) once unwrapped.
- Special Order merchandise.
- Interpretation Booths (Full Sized and Table Top)
- Headphones and Earphones once unwrapped.
- Canetiz Gift Cards are redeemable for merchandise only and may not be redeemed for cash.
We offer FREE Ground shipping within the Continental US States with a minimum order of $200.00
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Lost or Stolen Packages:
If your order tracking is showing delivered and you have not received the package please contact your local police department to file a report and contact the shipping carrier to file a claim. We are not responsible for lost or stolen packages that have been confirmed as delivered by shipping carrier.
If your order has been lost during shipment please contact us immediately. Please note that the claims process for a lost shipment may take up to 10 business days to complete and we cannot resend or refund the order until we have confirmation from the carrier that they are not able to locate and deliver the shipment. If your package suffers any damages due to carrier misrouting or mishandling please contact the shipping carrier directly.
Shipment Notification and Tracking:
You will be notified via email when you order is shipped and the carrier and tracking number is provided in your order shipment confirmation. You can track your shipments by logging into the carrier website and entering the tracking number provided.
Incorrect Shipping Charges:
If you supply incorrect shipping address information that results in an address correction assessed by our shipping carrier a $12.50 charge will be billed to your account on file.
If you need us to delay sending an order to you we are happy to hold your order for you. Please include instructions in the comments section at the time of placing the order telling us you wish us to hold it and then instruct us via email when you wish it to ship. Hold requests must be placed in the comments section at the time the order is placed. If you call or email a request to hold your order after the order has been placed we cannot guarantee we can hold the order before it is processed and shipped.
If you have any questions about this Agreement, please contact us filling this contact form