Returns

How to Request an RMA Label

1) Go to My Account in the upper right-hand corner.
2) 
Select Order History under the drop-down menu.
3) 
Find the Sales Shipment Number (SHPT #) under Document No.
4) 
Click the RMA Request blue button at the bottom of the screen.
5) 
Complete the form with your information to receive a complimentary return label.

General Returns and Claims Information

KEEP ALL PRODUCTS IN THE ORIGINAL BOXES AND PACKAGING. Jones & Frank will only accept a return if: a Return Materials Authorization (RMA) number has been created using the Returns Process above, the product is returned in the original manufacturer's packaging, and is in new and resalable condition.

A 15% restocking fees will apply on all straight returns (incorrectly ordered, ordered more than needed etc.). Some items noted as "special order or non-returnable" may be accepted on a case-by-case basis, and will be subject to a higher restocking fee.

Shipping Errors and Shortages

It is very rare that you will receive an incorrect product or a short shipment; we double-check all orders before we ship them. However, if we made a mistake/error in shipping, please Contact Us and select “other” from the drop down menu within 5 business days of receiving your order.     

  • We will then issue an RMA and return instructions for items shipped in error.

  • For shortages, we will either ship the missing items to you at no additional charge or issue you a credit for missing items. No restocking fees will be assessed if Jones & Frank made an error processing your order.

Product Returns

Our return policy is intended for timely processing of returns and issuance of credit to our customers. Failure to adhere to the following guidelines may result in delays or loss of credit.  All product returns that are able to ship parcel (UPS, FedEx, etc) require a RMA that is created utilizing the RMA Label Request process at the top of this page. Due to the complexity with returns requiring LTL shipping service, please utilize our Contact Us page. While we strive to accommodate every request, we must handle each scenario independently and cannot guarantee full credit for LTL shipping charges on every return.  However, they can be coordinated so we can assist you with proper scheduling and provide you with the best rate possible.

  • Products purchased from Jones & Frank deemed to be "normal stocking items" may be returned within a period of ninety (90) days from the original invoice date.

  • "Normal Stocking Items" returned within this time frame will be credited less a 15% restocking fee.

  • Special order items may only be returned if the original manufacturer authorizes the return. 

                o Restocking fees for special order items may be greater than 15%, depending on the manufacturer’s return policies. 

                o In order to receive credit, products must be received by Jones & Frank undamaged and in their original packaging.

  • Computer software and electronic boards will not be accepted for return if the original factory seal is not intact or if the original packages were opened.

  • All goods authorized for return are subject to inspection and acceptance. 

  • An approved RMA will be valid for a period of thirty (30) days.

  • Under no circumstances should any items be returned directly to the manufacturer or other party unless prior written authorization is obtained from the Jones & Frank Returns Department.

  • Once the RMA request is complete, a UPS return label will automatically be generated at the end of the process. Affix the label(s) to the return box(es) and drop off at a UPS location.

  • For Parcel returns, the UPS label provided will have the RMA number listed at the bottom of the UPS shipping label.

  • For LTL returns, the RMA # must be clearly legible on the outside of the package(s) pallet(s).

Core Returns

  • All cores are to be returned to Jones & Frank Cores and Warranty Department within thirty (30) days of the original replacement product invoice.

  • Core return quantities may not exceed the quantity of replacement items purchased without prior approval.

  • All cores must be in repairable condition.

  • No core return credit will be issued for a non-repairable core or a core that is missing components.

Warranty Returns

All warranty items must be returned to Jones & Frank with all required paperwork and authorizations (including manufacturer’s approved claim and an RMA issued by Jones & Frank). Items received without proper documentation will be returned to you for correction and resubmittal.

  • Any warranty applicable to goods purchased from Jones & Frank is provided solely by the product manufacturer, the terms of which will be furnished on request.

  • Jones & Frank may, but shall not be required to, replace the defective goods from Jones & Frank inventory or provide a credit for the amount of the purchase price of such goods.

  • Jones & Frank assumes no liability for any incidental, consequential or other damages claimed to have been caused by defective products.

  • If a replacement part is ordered prior to returning the defective part, you will be invoiced at regular price for the replacement part upon shipment. You must pay the invoice for the replacement part in accordance with your standard payment terms. Jones & Frank will return the defective part to the manufacturer, along with the corresponding authorizations.

  • Once Jones & Frank receives credit from the warranty item from the manufacturer, we will in turn, issue the corresponding credit to your account.

  • If a warranty item is not returned within fifteen (15) days of shipment and invoicing of a replacement item, you will need to pay the invoice for the replacement item in accordance with your normal terms and you will no longer be eligible to return the warranty item to Jones & Frank.

  • If your warranty claim is denied by the manufacturer, you are still responsible for paying Jones & Frank for the full value of the replacement part.

Damaged Goods

For parcel shipments (i.e. UPS, FedEx, etc.), you must notify Jones & Frank and the carrier within 2 business days of delivery. Visible damage must be annotated on the delivery receipt and a claim filed with Jones & Frank, and we will in turn file a claim with the carrier on your behalf. Concealed damages must be claimed within 5 business days of receipt.

  • There are a lot of things that can happen between the origin and your delivery location; therefore, we are asking you to do a very small amount of work to protect yourself, and us.  If your shipment is being transported via freight truck, we want you to be aware of your rights and responsibilities as the end recipient (from here forward known as the "consignee").

  • To ensure that you are receiving what you ordered, and in acceptable condition, the National Claims Council Regulations specify that you must inspect, examine, and inventory your shipment as it is unloaded.

  • Upon delivery, inspect the shipment for obvious damage. All shortages and damages must be noted on the Bill of Lading or Freight Bill. If you determine that any items are damaged or missing, you MUST note the item, the discrepancy, and the condition before you sign the delivery receipt. Contact the freight company to report the discrepancy and file your claim with Jones & Frank.

  • Open all cartons and containers. If there is the slightest doubt that the merchandise is damaged (concealed or otherwise) it must be noted on the Bill of Lading or Freight Bill, or the liability to prove that the delivering carrier caused the damage becomes your responsibility.

  • The carrier’s driver cannot leave the delivery point until the Bill of Lading or Freight Bill is signed. The carrier's driver should help you receive your shipment and answer your questions. While your driver is there, compare the pieces of freight you are receiving to the carrier's freight bill. Once you've determined that the condition and quantity of your freight is acceptable, you can then sign the delivery receipt. The driver will provide you with a copy of the delivery receipt. The Bill of Lading or Freight Bill is the only binding documentation indicating the condition of a shipment when it arrived at your location.  Without this document, the carrier cannot be held liable for items damaged or missing.

  • Your signature on the delivering carrier's Bill of Lading (BOL) constitutes acceptance of the merchandise as is and in good order. If you do not inspect the delivered merchandise before signing the BOL, you are, for all practical purposes, waiving the right to collect on a damage claim even if the damage is discovered later (known as concealed damage.


Concealed Damage

Although we strongly recommend inspecting the shipment prior to signing the delivery receipt, it may not always be possible.

  • In the event of concealed damage, it is vital that you immediately document and photograph (if possible) the packaging and the damage.

  • If the consignee or their representative sign for the shipment, and then at a later time discover that there is some damage not noticed at delivery (called "concealed damage"), then a claim will need to be filed by the consignee for concealed damage.

  • Concealed damages must be claimed within 5 business days of receipt.

  • You must keep all of the packaging. If possible, do not move the item.

  • Jones & Frank will call the carrier and report the damage. The carrier will begin a concealed damage claim and schedule an inspection. The inspector will determine if the damage was carrier caused and the extent of the carrier’s liability.

  • Jones & Frank will settle approved claims directly with the customer.

Best Practices

  • Whenever signing for freight, always write "SUBJECT TO INSPECTION".

  • Always inspect the freight before you sign the delivery receipt.

  • Note on the freight bill any obvious damage at the time of delivery (i.e. box corners crushed, tears, rips, slices, marks etc.); be specific.

  • If you suspect internal damage, open all crates, boxes and cartons immediately.

  • Even if no damage is suspected, open the carton(s) within 24 hours and make a thorough inspection.

  • After noting freight damage on the bill of lading, you must call the carrier, and notify us of the damage. We will ask you to send us a copy of the bill of lading that documents the freight damage.

  • Hold all damaged goods and their packaging materials, in the original location, for inspection by the carrier.