Returns
Your Satisfaction is our Number One Goal
At BlindsOnTime, we want you to be 100% satisfied with your purchase. Our sincere goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come.
Each order is carefully placed to fit your individual window and this eliminates any opportunity of resale value. Therefore, BlindsOnTime doesn’t offer refunds or exchanges on custom orders. However, there is a possibility of cancellations and changes for a period of 12 hours after the order is finalized, before production has begun. Any cancellations or changes made in this time frame are subject to a manufacturer restocking charge (where applicable) and a 6% administrative charge. These deductions (if applicable) will be taken out of the refund. Any cancellations or changes after this 12-hour period cannot be refunded.
We also offer an “oops” discount of 10% or more based on what the manufacturer will allow. The “oops” discount is a courtesy discount for a product that was measured incorrectly and will be applied to the replacement order. For any measurement questions please review our measuring instructional video or contact customer service.
At BlindsOnTime we want you to get exactly what you want, and with our world-class product selection you can be sure you'll find the product that is right for you.
Customers who place orders online are responsible for the accuracy of their product selection and information entered. Customers who place orders by phone or chat must review their receipt for accuracy within 24 hours.
Note: If your product has arrived damaged or doesn't work properly, please refer to the "Damaged & Defective Goods Policy" below.
Note: If your product has arrived damaged or doesn't work properly, please refer to the "Damaged & Defective Goods Policy" below.
Return Process
Step 1 - Acquire authorization and instructions
To begin the return process, please call 1-512-777-1767 or Live Chat with one of our fully trained customer service representatives.
Quick Return Manufacturers
In most cases we will immediately email you a Return Goods Authorization (RGA) number to return product along with a label and return instructions.
Other Manufacturers
Manufacturers who are not participating in our Instant Return program must first approve the return. This process may take up to 7 business days. Once received, we will email you a Return Goods Authorization (RGA) number with a label and return instructions.
Step 2 - Shipping product back
Ship the item to the warehouse. Below are the keys to a successful return:
In the event that a return becomes damaged on its way back to the return destination, BlindsOnTime will inform the customer via email that the item was received damaged and hold the product for up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct BlindsOnTime concerning what to do with the damaged product. If BlindsOnTime has not received notification or response from the customer within 30 days, the item will be donated or destroyed.
Step 3 - Refunds
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin.
Customers will be refunded via the same method in which the item was purchased or via check from Allied Trade Group, Inc. Refunds via check are typically issued within 14 business days of final approval.
Items returned without the proper RGA# or sent to the wrong warehouse are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.
Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.
To begin the return process, please call 1-512-777-1767 or Live Chat with one of our fully trained customer service representatives.
Quick Return Manufacturers
In most cases we will immediately email you a Return Goods Authorization (RGA) number to return product along with a label and return instructions.
Other Manufacturers
Manufacturers who are not participating in our Instant Return program must first approve the return. This process may take up to 7 business days. Once received, we will email you a Return Goods Authorization (RGA) number with a label and return instructions.
Step 2 - Shipping product back
Ship the item to the warehouse. Below are the keys to a successful return:
- Good Packaging: Re-pack products for return in the original box with original packaging material. Use the return label provided or your own label and write the RGA# exactly as instructed by BlindsOnTime. Do not write on the box to maintain its like-new condition. Improper labeling may result in the denial of return.
- Ship & Insure: Next, ship the product to the warehouse address provided using using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered. If we are unable to confirm delivery of your item, this may result in the denial of a refund.
- Tracking Number: We recommend using a carrier that will provide you with a return tracking number as this will speed up your return process. Retain your tracking number and email it to us at Support@BlindsOnTime.com so that we can check on the progress of your return. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact customer service at 1-512-777-1767 or LiveChat and provide us with the tracking number so that we can expedite the credit process for you.
In the event that a return becomes damaged on its way back to the return destination, BlindsOnTime will inform the customer via email that the item was received damaged and hold the product for up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct BlindsOnTime concerning what to do with the damaged product. If BlindsOnTime has not received notification or response from the customer within 30 days, the item will be donated or destroyed.
Step 3 - Refunds
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin.
Customers will be refunded via the same method in which the item was purchased or via check from Allied Trade Group, Inc. Refunds via check are typically issued within 14 business days of final approval.
Items returned without the proper RGA# or sent to the wrong warehouse are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.
Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.
Items not eligible for returns
- Custom orders (i.e. products that are built-to-order or any item labeled non-returnable on the product page of the Website). Dynamic List Here
- Special purchases, including: clearance items, inventory sale items, custom quotes, special discounts, etc.
- Any item that has been assembled, installed (including cut or clipped wires), modified or used in any way.
- Any item that is not in resalable condition.
- Any item not accompanied by a Return Merchandise Authorization Number (RMA#) issued by BlindsOnTime.
- Any item that is not in the original box with sufficient packaging materials.
- Large orders: (Orders containing 10 or more of a single item or orders with an invoice total greater than $2,500). When ordering large quantities, we suggest ordering a sample for evaluation.
- Light bulbs, parts, and shades.
- Expedited shipping and charges for shipping to Alaska, Hawaii, and International destinations.
- Any item not purchased from BlindsOnTime.
Damaged & Defective Goods Policy
At BlindsOnTime, we understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand by you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion- at no expense to you. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item.
Small Package Deliveries
For smaller UPS or FedEx deliveries that are damaged in transit, please contact our customer service team immediately at 1-512-777-1767 or Live Chat instead of refusing the package . If damages are reported within 7 days for UPS or Fed-Ex deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify BlindsOnTime of defective or damaged merchandise within two business days of receipt.
Large Package Deliveries
Immediate inspection is especially important when receiving large items from LTL, White Glove and common freight carriers. In this case, it is important to notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged.
Customers who sign for delivery and do not notate "damage" assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify BlindsOnTime of refusal so we can anticipate the return and send out a new item.
BlindsOnTime will repair or replace the damaged or defective goods for no additional charge. If a return is desired instead of replacement, the "Standard Return Policy" above applies and there may be a restocking fee and our initial shipping and handling costs will be deducted from the credit.
Failure to follow return procedure for the damaged item may result in a charge for the free replacement item.
Returned items that are found to be in working condition or shipped as ordered may not be eligible for a refund. In such a case BlindsOnTime will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 50% restocking fee and store credit.
Small Package Deliveries
For smaller UPS or FedEx deliveries that are damaged in transit, please contact our customer service team immediately at 1-512-777-1767 or Live Chat instead of refusing the package . If damages are reported within 7 days for UPS or Fed-Ex deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify BlindsOnTime of defective or damaged merchandise within two business days of receipt.
Large Package Deliveries
Immediate inspection is especially important when receiving large items from LTL, White Glove and common freight carriers. In this case, it is important to notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged.
Customers who sign for delivery and do not notate "damage" assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify BlindsOnTime of refusal so we can anticipate the return and send out a new item.
BlindsOnTime will repair or replace the damaged or defective goods for no additional charge. If a return is desired instead of replacement, the "Standard Return Policy" above applies and there may be a restocking fee and our initial shipping and handling costs will be deducted from the credit.
Failure to follow return procedure for the damaged item may result in a charge for the free replacement item.
Returned items that are found to be in working condition or shipped as ordered may not be eligible for a refund. In such a case BlindsOnTime will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 50% restocking fee and store credit.
Items on Backorder
If you are cancelling an order due to backorder, we recommend you first call our customer service department to verify the accuracy of the date before making your final decision. There are times when manufacturers have stated items as backordered, only to find that they have already shipped or are going out the next day. On the other hand, if the item is truly unavailable for an extended period, we sincerely apologize for the delay. Please understand that we work with over 600 suppliers and are somewhat at their mercy to provide up-to-date stock availability information. That said, we are your voice and are leveraging our buying power to encourage manufacturers to improve their inventory levels and their technologies to provide improved service all the time.
Please note that since a cancellation request is time sensitive, please do not email or leave voice messages regarding your intention as it may slow the process down. It is important that you get a hold of a customer service representative directly at 1-512-777-1767 or Live Chat.
*Some exclusions apply as some items are custom made and non-returnable and non-cancellable. See individual product pages for details.
Please note that since a cancellation request is time sensitive, please do not email or leave voice messages regarding your intention as it may slow the process down. It is important that you get a hold of a customer service representative directly at 1-512-777-1767 or Live Chat.
*Some exclusions apply as some items are custom made and non-returnable and non-cancellable. See individual product pages for details.
Warranty
As a commitment to our customers, BlindsOnTime’s number one priority is your satisfaction. With this in mind we only offer the best in window treatments by trusted and well-known manufacturers that warrant their products. In the unfortunate circumstance that you receive a treatment damaged or not as you ordered, our manufacturers fully stand behind their warranty to replace and/or fix the product in a timely manor. To learn more about our manufacturers warranty, see the ‘care and warranty’ link on each product information page. On extremely rare occasions there may be delays caused by out-of-stock materials, shipping delays, temporary factory overload, holidays, or other factors beyond our control. In the event of a known delay, when the manufacturer contacts us you will be contacted that day. We reserve the right to reject any order, at our discretion.
