shipping & returns
*** For all in-store purchases, please refer to Terms of Sale on back of invoice. ***
Our Terms of Sale for online purchases are shown below - please read:
We offer 2 types of Standard shipping, Premium White Glove Service and Local in Florida Delivery. These are calculated at the time of checkout once you have entered your zip code and selected your shipping method. If you have specific shipping, delivery or pick-up requirements that vary from the available options in the shipping selection tab, please choose "Will advise" and then add any applicable comments to the comments section during check-out. We will contact you to discuss the options prior to processing the order.
Standard 1 - FEDEX shipping 2-7 days
When possible, we utilize FEDEX for standard shipping. These items typically arrive within 7 days after the order has been processed. Please be aware that there are size restrictions for FEDEX packages. If your shipment does not meet the FEDEX guidelines, we will ship them using our Standard 2 service below. You will receive notification of delivery method when your order is processed.
Standard 2 - Large Item Orders outside Florida 7-21 days
We utilize an outside delivery service for deliveries that are either too large for FEDEX or outside our normal Florida delivery areas. This service brings your packages to the curb of the home and does not include set-up or debris removal. These items typically arrive 7-21 days after the order has been processed.
Premium White Glove Service - This includes a 2 person delivery team that will bring the items into your home and place them in the room of your choice. White Glove Service includes unpacking of the items, debris removal, and assembly. These items typically arrive between 5 and 7 weeks after the order has been processed.
Local Delivery within the state of Florida
For local delivery, we charge a one time flat rate no matter how many items are purchased. This can range from $149 to $649 and varies by zip code. We will list the delivery zones shortly. Until then, please email us and we will be happy to give you the exact cost in your area. These delivery areas are located within a 1-2 hour drive from any of our 5 Florida warehouse locations. These deliveries are made using our own in house logistic services. This includes a 2 person delivery team with set-up, assembly and trash removal. Upon order receipt, we will contact you to let you know if this option is available.
INSPECT YOUR ITEMS THOROUGHLY UPON DELIVERY
Regardless of which delivery method you choose, please take time to inspect all items carefully upon arrival for any damage that may have occurred in transit and contact us immediately. Obvious damage to the packaging materials should be noted on the shippers delivery receipt. If possible, please document any damages with photos as this helps a great deal in filing the claim. Claims against damaged items must be made within 48 hours. Unfortunately, claims made after the 48 hour window will not be accepted and are unable to be returned. Upon receiving notification that your product is damaged, we will file a claim with the shipper. Claims typically take 8-10 business days to process. Once the claims process has been initiated, we will contact you to see if you would like a replacement or refund.
Our return policy for online purchases is simple. For most products purchased through our website, if you don't like it, request to return it within 7 days for a refund. Hopefully we can find something you like better! We are committed to complete satisfaction with the products we sell. If for any reason you need to return an item, the refund you receive will be for the item price minus the shipping cost on the original shipment and the return. We will provide you with these costs at the time you request the return. We regret that we cannot accept return requests after 7 days for any reason. No returns are accepted for special orders, close outs, or clearance items; all such sales are final and will be noted as such on the original invoice. If you would like to exchange or return an item received in the last 7 days that was not a final sale, you will need to contact us by email - email@example.com - or by phone - 407-831-6633 - to request a Return Authorization (RA) number. Please include your order number and the reason for the return.
After submitting your return request, we will review the information and forward on via email an RA number and instructions for returning the item. Please allow 3-5 business days to receive an RA number. To be eligible for a return, your return must be in its original packaging, in new condition and suitable for resale.
Please do not return items to our Longwood address without prior authorization as some returns may have to be shipped back directly to our suppliers. Please note that items shipped back to us without a return authorization number will not be accepted and will be returned to you at your expense. All items must be returned in their original and unused condition enclosed in original packaging within 30 days for a refund or exchange. In the event an item is returned in a condition where it cannot be resold, the order will be sent back to you and additional shipping charges will apply.
Any product defects must be reported within 7 days of you receiving your order. After 7 days, we will make every attempt to repair and/or replace your product. If you find your product to be defective, please contact us to coordinate repair and/or replacement. Please allow 3-5 business days to receive a Repair/Return Authorization. Please do not discard the defective product until you receive instructions from us. Failure to return the defective product may result in a charge for the replacement item. In addition, returned items that are found to be in working condition may not be eligible for a refund or may be subject to a restocking fee.
Free Shipping Returns and Refunds
We offer free shipping on some of our items. If for any reason you need to return an item with free shipping, the refund you receive will be for the item price minus the standard shipping cost on both the original shipment and the return. We will provide you with these costs at the time you request the return. If you opt to exchange your free shipping purchase for another item that also had free shipping, a standard shipping charge will be added to cover our costs. Final sale items are not eligible for return or exchange; no exceptions.
**Note: Some "free shipping" items may be sent via freight carrier by truck. In the case that the ship to address is not accessible by regular delivery truck, the customer will be responsible for all additional delivery charges. Upon order confirmation, please make us aware of any special delivery requirements that must be taken for the item to reach the final destination as this may affect your shipping costs.
Because every computer monitor displays color differently, we cannot be responsible for variations between the actual product color how it is displayed on your screen. Scan Design assumes no liability whatsoever for variance, including in colors or textures, minor imperfections and/or for a product not meeting with customer satisfaction, absent a manufacturer-verified defect.
Credit Card Disputes
In the event of a disputed credit card charge, which is ultimately found to have been legitimate or which otherwise finds, in whole or in part, in favor of Scan Design, the customer shall be responsible for all attorneys' fees and costs borne by Scan Design. The terms of any purchase from or dispute with Scan Design shall be governed by Florida law, and any litigation arising out of such dispute shall be brought in the State of Florida, County of Seminole, in the district governing the City of Longwood.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at - firstname.lastname@example.org - and be sure to include your invoice and/or RA number.
Cancel an Order
You may cancel an online order that has not been shipped unless it is a special order. Cancellation requests can take several days for processing, but you will be sent an email upon receipt of the request and another upon confirmation that the cancellation has taken place. If an order ships prior to us receiving the cancellation request, you will be asked to submit a Return Authorization Request once you receive the item and a refund will be issued following the Returns Process outlined above.
Thank you for the opportunity to earn your business - the Scan Design team