Frequently Asked Questions
1) What is your return policy?
Any item may be returned within thirty (30) days by the purchaser for any reason for a refund of the purchase price, less a 15% re-stocking fee, provided that the item returned is still in mint, re-sellable condition.
Computer Software and DVDs can only be returned if the product is in its original, shrink wrapped packaging and has not been installed or used in any way. Once you open the packaging of a Computer Software or DVD title, it can only be exchanged for the same title if the original media is defective. There are no exceptions to this rule.
UIL Preparation Materials
Due to the nature of the information contained within our UIL Preparation Materials, we are unable to accept returns. We will only accept exchanges for this item if it is unreadable or damaged during shipping. There will be no refunds for this item.
If any item is received by a customer in damaged or defective condition, it will be replaced at no charge to the customer. You have seven calendar days from the date your package is delivered to notify us that the item you received is damaged. If an item has arrived damaged, please keep all of the packaging materials that your shipment came with (cardboard box, packing materials, etc.) and notify us immediately. UPS may perform an inspection of the damaged item and its original packaging to verify the extent of the damage. UPS has five business days to decide whether they want to perform an inspection. If they do decide to perform an inspection, a UPS representative will come to the delivery address and pick up the damaged item and all packaging materials. Please note that we will need the damaged item returned to us before a replacement can be sent out, unless other arrangements have been made.
If you provide an incorrect or incomplete shipping address and the package is not able to be delivered, the carrier will charge Chess Materials the full transportation costs to return the package to us, as well as additional fees. If the package was not deliverable due to a mistake by the customer, those fees will be the financial responsibility of the customer. Should the customer request that the package be re-shipped, the customer must first pay the return shipping costs and fees, as well as additional shipping charges to have the package sent out again.
If you change your mind about a purchase while the package is in transit, please do not refuse the package. When a package is refused, UPS will charge Chess Materials both the full transportation costs to return the package to us, as well as additional fees. If you refuse delivery of the package, you will be responsible for all transportation and delivery costs for the package to be returned. These fees will be deducted from the amount of your refund.
If an item is covered under a manufacturer's warranty and needs to be repaired or replaced, please contact the manufacturer directly. Product warranties are an agreement between the manufacturer of that product and the customer. While Chess Materials can provide assistance with warranty claims, such as furnishing contact information for the manufacturer, it is the responsibility of the manufacturer to determine if your item qualifies for warranty coverage.
Chess Materials will process your refund as soon as possible, but please allow up to 30 days to process your refund once it has been received. We cannot be responsible for delays caused by the mail or by your credit card company. Chess Materials will refund you via the same method in which you paid - by credit card, Paypal, or by check. If you have not received your refund after two weeks, please contact us.
When shipping internationally, delays or additional fees assessed by your country's customs department are beyond our control. Our customers are strongly encouraged to research their country's importing rules and if any additional fees, such as GST, duties, or VAT are applicable. These fees are not included in the shipping costs. If you have any questions, we encourage you to contact your local Customs Officer to determine if any such fees are applicable to your purchase. We have no access to that information and will not be able to assist you in this matter.
2) What are your payment options?
Orders may be paid by PayPal, Visa, MasterCard, American Express or Discover. A check in advance will be accepted. Purchase orders are also accepted.
3) What type of shipping methods are available?
We offer different types of shipping methods through USPS including Standard, Priority or Express shipping.
4) How do I place an order if my school or organization is tax exempt?
After you send us your proof of tax-exempt status, you may complete your order with the coupon code "EXEMPT64" to avoid being charged taxes.
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