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lighting supplier imageProfileSupply / Profile-Furniture
PAYMENT & SHIPPING:

TRACKING YOUR ORDER:
Tracking numbers are assigned to their respective packages on the day that they depart, which is typically within 48 to 72 hours, week days, unless otherwise stated within the product offering. Your tracking information will be emailed to you and will appear on our website under “My Account” as long as you have registered or checked out as a new customer and not as a guest.
The availability of tracking information may vary depending on warehouse with as much as a two day delay before we receive and pass along your tracking information. This may also be the case when orders are originating from more than one warehouse.


There are several ways to track the status of your order:

  1. Check your email. Your email address provided during checkout allows ProfileSupply's head office to provide information about the status of your order throughout the order and delivery process.
  2. Visit the website. Sign In to your account to view order history, tracking information, and information about past orders 24 hours a day. If you are having trouble logging into your account, you can contact us to email a new password for your account.
  3. Contact Us. If you still have questions about your order, contact Customer Service ____________.

The Shipping Process:

Once your order has shipped, we will email you a tracking number.

To track your order go to the courier or freight company mentioned in the tracking number that you receive to your email: We typically use www.UPS.com or www.fedex.com. insert your tracking number where instructed to do so.

For some larger orders, we use alternative freight services which would be listed in the tracking information for you order.


The status of your order is supplied on line and through your email by Profile Supply and applies to your order between the time you place it and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (UPS, FedEx or the like) that may provide tracking information until your order is delivered. This tracking information is accessible at any time by entering the My Account section of the web site once the information is available. (see "Visit the Website" above).

 

Additional "Expedited" Freight Prepaid: With some products a faster method of shipping may be offered. If you have paid additional funds for a more expedited method of delivery, this is for the in transit shipping portion of your order only. The expedited freight begins once the order is processed and has left the warehouse. The time specified in the applicable product listing is still necessary in order to prepare your order for departure.

 

home-lighting-deliver-imageRECEIVING YOUR ORDER:
It is the customers responsibility to be available or make alternative arrangements for the delivery of their order. Profile Supply and it's affiliates are not responsible for orders that are undeliverable from a failure on the part of the customer to return calls to the freight company or to agree to make necessary arrangements (typically required for larger orders) to receive the products being shipped.


Unless other arrangements are made and paid for by the customer, freight is charged on a "Curbside Delivery" basis. Additional services for detailed "inside" or "around the back" deliveries will be made at an additional cost to the customer.


Once your order has arrived, immediately inspect the package(s) for potential damage that may have occurred during shipping. Carefully inspect the packaging and the contents of the package. It is normal for the box to show some wear; however, if additional damage has occurred:

  • you may accept the package, but make a note of the damage on the shipping receipt, sign and date it. The delivery person should also sign the slip and leave a copy for your records. Contact Customer Service immediately to report the damage. Please have your order number available when you call.
  • If there is extensive damage to the carton, refuse the order and contact Customer Service immediately so we may make arrangements for the replacement of your order. Please have your order number available when you contact us.
  • If you have accepted the order and have later discovered that there was damage to the products inside, please contact us with item codes and quantities of the items damaged. You may be required to package these items up for return; however, digital photos will often assist in determining if this is necessary or not.

  • Customers have 72 HOURS to unpack their order to assure that all of the pieces expected within the order have been included and are correct and without internal damage. We are not able to assume responsibility for items reported missing, incorrect or damaged after this date.

OTHER TERMS & CONDITIONS:
Pricing, product specifications and terms of offers are subject to change without notice. ProfileSupply endeavors to keep up with changes and adjustments in a timely manner, but once in a while something may be missed or incorrectly entered. For this reason ProfileSupply will not be held  responsible for typographical and/or photographic errors. If an item's correct price is in fact higher than the stated price, we will, at our discretion, either contact you for a decision before shipping, or cancel your order and notify you of the cancellation. By placing an order on a ProfileSupply store, you agree that ProfileSupply will not be held liable for price discrepancies brought to your attention; mistakes of this nature can occur, especially when dealing with such a large quantity of home improvement offerings within a broad range of departments.

CHANGE OF ADDRESS:
A change of address after 24 hours of placing an order is often difficult to accomplish, but we will try. We pass on the charges for this which are standard within the industry at $25.00.

CANCELLATION REQUESTS:
If you need to cancel an order recently completed that does not yet appear to be shipped, please contact Profile Supply at 888-310-2579 with your order number and request for cancellation. If you are not able to reach someone directly, leave this information on the voice mail so that we can deal with it immediately. Alternatively you can use "Live Chat"(coming Soon) or  Contact Us by email.


Please allow up to 72 hours for a confirmation of cancellation. Since many of our items ship out the same or following days, it is not always possible to stop orders that have already been processed. Once a product has shipped, it is impossible to cancel or reroute the order, so it will need to be handled as a return including the cost of round-trip shipping. Once shipped, the product belongs to the customer and our standard return policies apply.


Delivery refusals have been know to result in a loss of product and if this is the case, such a situation would void any possibility of a refund.

Our Returns Policy    & the Restocking Fee Rebate Program:

If you need to return an item that is in new condition with the original product tags,foam or other protective packaging and the item has not been installed, used, damaged, or altered, you may request a return authorization [RMA] within 10 days of reciept and return that product at your expense. Shipping costs are non-refundable. For items that are shipped free, any shipping costs paid by us are deducted from your refund. Any additional fees for shipping internationally or to Hawaii or Alaska, are non-refundable.[also see "The Return Process"].
Upon reciept and inspection of your package to the correct address, your credit card will be refuned for the cost of the product less any shipping charges incured along with a 25% restocking fee [See "Restocking Fee Rebate"
below]


Get a Restocking Fee Rebate:

The "Use it, Don't Loose it, Restocking Fee Promotion"

  • Customers who have returned merchandise or products in accordance with the returns policy of this site,who have then had a 25% restocking fee deducted from their refund, will be offered a rebate against future orders equal to the dollar amount of the 25% restocking fee. This rebate may be applied to future purchases equall to or greater than the dollar value of the rebate and such rebate shall be valid for one year from the date of the original order after which the offer shall become nul and void.
  • For any exclusions from this policy, be sure and check the details and shipping information on the listing page of the product you are ordering.

Non-Returnable or Custom Products:
Custom products or those marked as non-returnable are non-returnable and non-cancellable once the order has been placed. Be sure and check the details and shipping information for the product you are ordering. See a full list of other non-returnable products under "Products Not Eligible for Return" below.

The Return Process:
All returns require a returning merchandise authorization [RMA] number which may be obtained by emailing returns@profilesupply.com. Please contact us for the RMA number before returning any merchandise. All Returns should be carefully packed and insured and must be freight prepaid. COD returns will not be accepted, and any shipping charges related to returns or incurred by ProfileSupply for the original order are non-refundable.

Unless otherwise Specified, returned merchandise must be in original, unmodified, salable condition.

It is the responsibility of the purchaser to inspect all packages being received. Damaged packages should be refused for delivery so that Profile Supply may then make suitable arrangements for the return and replacement of the damaged products.

ProfileSupply and it's member web sites maintain the right to replace damaged products once notified accordingly. Customers reporting damaged products that would at the same time like to cancel their order, will be subject to a full 25% restocking fee wtihout rebate. In this case, shipping fees are also nonrefundable. For items that are shipped free, any shipping costs paid by ProfileSupply are deducted from the refund. Any additional fees for shipping internationally or to Hawaii or Alaska, are non-refundable.[see "The Return Process"].


home-lighting-delivery-imageReturn Shipping: Best Practices:
  • Package all returns in the original box including any exterior protection provided.
  • Do not write directly on the box, in order to maintain as much of it's original condition as possible.
  • Be sure that the RMA number provided to you has been written on the shipping label.
  • Only ship the product to the warehouse address provided within the RMA. We will not be responsibly for products sent to any address other than stated within your RMA.
  • Use a carrier or courier that is able to offer a tracking number.
  • You may wish to insure your package. Any damage recorded upon receiving products at the warehouse, will be the responsibility of the customer, who will then have the option should they wish of making a claim with their chosen carrier.
  • Hang on to your tracking number, and for the best results, email your original order number and corresponding tracking number to returns@profilesupply.com so that we can monitor it's progress.
  • If you do not receive details of an applicable credit within 14 days, please contact returns@profilesupply.com or Live Chat (coming soon) to provide us with your order number and tracking number so that we can follow up on your shipment.
    • In the event that a returned product is damaged during it's return , The customer will be informed by email that the item was received damaged. The Warehouse will hold the damaged product for up to 30 days. It is then the customer's responsibility to file a claim with the shipping carrier and instruct ProfileSuypply as to what needs to be done with the damaged product. If we have not received notification or response from the customer within 30 days, the item will be donated or destroyed without further credit to the customer.

Products Not Eligible for Return:
  • Custom orders, or built to order products
  • Any item labeled non-returnable on the product page of the Website.
  • Daily Deals, clearance items, inventory sale items, custom quotes(unless specified), special discounts, etc.
  • Any item that has been modified or used in any way, assembled, installed (including clipped or cut wiring)
  • Any item that is not in resalable condition.
  • Any item not having a visible Return Merchandise Authorization Number (RMA#).
  • Any item that has been altered, tailored, or used (including cookware and linens).
  • Any item that is not in the original box with sufficient packaging materials.
  • Large Quantities, Special Orders or Project Quotations: When ordering large quantities or special orders for large projects, we suggest ordering a sample for evaluation, some manufacturers will not allow returns on large quantities.
  • Consumables: Light bulbs, parts, shades, and opened consumables (including all edibles, sprays, liquids, and other health and beauty products).
  • Expedited shipping and charges for shipping to Alaska, Hawaii, and International destinations are not refundable.

Damaged or Defective Shipments or Products

Open and fully inspect your order immediately:  shoppers who often order online find it a best practice to open their boxes before the courier leaves, when possible to do so. While this is not always an option, particularly for packages left on a step or with a neighbor, adopting a rule of early inspection is a first line of deference against the rare but unexpected challenges associated with shipping products across the country.
When damage, defects or missing parts do occur, we want to deal with it promptly.
  • Inspect your package thoroughly.
  • When you accept a package that appears damaged, mark on the bill of lading, before the courier departs, that the packaging shows signs of damage.
  • ProfileSupply customers have 3 days to report damage or visible defects and 10 days to report missing parts or concealed defects.
  • Immediate inspection is particularly important upon receiving larger items (such as furniture, plumbing supplies, a large sink or chandelier) from a freight company  (LTL), White Glove or common freight carrier. In this instance, it is important to note any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged.
  • For Larger items, the customer does have the right to refuse delivery if the shipment appears damaged. should the customer feel that the damage appears only to the packaging, the shipment may be accepted, but the bill of lading must be marked with information referring to the visible damage prior to signing. Customers who sign for delivery and do not notate "damage" assume responsibility if merchandise is damaged.
  • ProfileSupply will replace or repair properly reported damaged or defective items once notified accordingly. Should the customer require a return of the item instead of replacement or repair, such a return will be handled as a standard return with applicable restocking fees charged against the applicable refund as laid out here.
  • Returned items originally reported as damaged or defective that are found not to be damaged or defective upon return will not be eligible for a full refund and may attract a restocking fee of 50% of the product price. Such restocking fees will not be eligible for a restocking fee rebate.

Refunds:
Once a returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, alteration or signs of installation, the applicable refund or credit process will begin.

Any refunds due will be accomplished through the same method in which the item was originally purchased or by company check. Refunds by check are typically issued within 14 business days of final approval, whereas direct credit card or PayPal credits can be accomplished more immediately.

Items returned without the proper RMA number are subject to a 20% restocking fee without further rebate, Items sent to the wrong warehouse are the customers responsibility and will cause a forfeiture of any refund otherwise expected. If a credit is to be given at all in this case, it will be at the discresion of ProfileSupply and it will be by store credit only. Please read your return instructions carefully in order to avoid any delay or unnecessary expenses.

In the event that a customer at the same time request a charge back from PayPal or from their credit card company, instead of waiting for their applicable refund, it is our experience that the reciept of a credit can take up to 90 days to fully complete. It is best to remain patient and allow the process to unfold.  If a charge back has been submitted, ProfileSupply will not be able to credit the customer for a return until the third party charge back negotiation process has been completed.

FEEDBACK
We would love to get some feedback:
Once you have received your product, let us know how your experience in dealing with us turned out.
You can email any comments along with any photographs of your project to sales@profilesupply.com