Customer Service: 866-762-8790 regular business hours
Should you recieve the wrong item or a defective product, please call or email us right away so we may exchange your item.
If you are unsatisfied, we want to know. We pride ourselves on customer satisfaction and carrying only the best products. Your feedback is encouraged and we take suggestions, recommendations and answer your questions. Call or write for prompt service.
There are multiple return policies depending upon who shipped your product. Please see the headings below for your product.
Do not sign for shipments until you have thoroughly inspected for any damage. Hollon Safe is not responsible for shipments that are not signed for as damaged upon arrival.
Safe can be returned for a period of 14 days from the date of delivery. All returns must be approved by an authorized Hollon Safe representative and returned with a required “RMA” number. Safes must be returned in the original packaging and must be received in an approved Hollon Safe warehouse undamaged and unused within 7 days of the issuance of the return authorization number. All freight charges are non-refundable. All safe returns are subject to a 15% restocking fee. In addition, if the returned safe is received by Hollon Safe damaged it may be subject to additional fees. These fees will be determined by an authorized Hollon Safe representative and will be prorated according to the extent of damage. Customers will be charged for freight to and from the point of delivery regardless if the buyer was eligible for free shipping. All freight charges will either be prepaid by the customer directly to the carriers or will be deducted from the safe refund. Credits will only be issued upon receipt and inspection of all returned safes.
Mount Joy, PA
attn: Returned Merchandise
1679 Steel Way Dr.
Mount Joy, PA 17552
attn: Returned Merchandise
250 Terry Boulevard
Louisville, KY 40229
Do not refuse shipments unless an authorization has been granted by one of our Sales reps. Refused or undeliverable orders are subject to the greater of a $7.75 or 10% restocking fee, plus freight charges.
Discrepancies between items received and the packing list must be reported within 10 days of the invoice date. Please check all orders carefully. Large items may be banded together and/or enclosed in a poly bag within in larger carton. Kinsey’s cannot be held responsible for discrepancies reported after the 10th day, unless it can be verified by Kinsey’s.
Have your customer examine the shipment and report any visible signs of damage to the carrier before accepting the shipment. Retain the external shipping carton and all packing materials until inspected by the carrier’s representative. If the damage is only recognized after opening the package, call your local carrier’s office and report the damage. Once again, save all shipping cartons and packing materials until inspected. It is your responsibility to notify the carrier. After notifying the carrier, contact Kinsey’s.
If we made an error in shipping please notify us within 10 days of the invoiced date, please contact us to request an RA number and return instructions. Some items are non-returnable, please see General Returns sections for restrictions and fees.
Address changes or corrections will be charged a $5.00 processing fee provided the order has not yet shipped from our facility. If an order has already been shipped, an additional charge of $15.00 will be charged to cover the fee which is imposed by the shipping carrier (UPS and Fedex) to make the address change. The greater of a $7.75 or 10% restocking fee will be charged on cancelled orders.
FedEx and UPS regulations state that no shipment may be considered lost before ten (10) working days have expired. Tracers: may be started one business day after the guaranteed delivery date. A claim may be started for the lost package that is lost after 8 business days from the guaranteed delivery date. If flat rate, Kinsey’s processes claim. If 3rd party, customer must initiate the claim. Replacement orders will be processed as new orders and paid claims will be credited against the original invoice of left on your account at your request. USPS claims cannot be started until 15 days from the shipment date. If the claim is denied by USPS, credit will not be issued by Kinsey’s. USPS claims must be handled by you the Fulfillment Partner. Consider purchasing insurance or signed receipt options on orders over $100 if shipping USPS, as claims are only paid up to a $100 threshold. Should you choose to ship uninsured through USPS Kinsey’s is not responsible to ship replacement orders free of charge. Credit will only be issued if USPS issues a refund.
Merchandise shipped in error by Kinsey’s may be returned for credit only. Shipping errors must be reported within 10 days of the invoice date, see above policy on Shortages & Shipping Mistakes. In all cases, a return authorization “RA” must be granted prior to a product being returned. Straight returns of non-defective merchandise are subject to the greater of a $7.75 or 10% restocking fee. All “RA” memos must be used within 30 days