Returns Frequently Asked Questions
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Question:
Am I charged for a replacement even if the product is potentially defective?
Answer
Yes, we bill for the replacement, however, you receive credit once the potentially defective product is received in house with an RMA and processed.
This is our normal process, if you require something other than this, please contact our returns dept. at 1-800-633-0405 and follow the prompts. Our target for your credit to be applied is 48 hours.
FAQ ID: 1572
Question:
How can I obtain an RMA without calling AutomationDirect?
Answer
Our website makes it easy to request and obtain an RMA online.
First, make sure you are logged in to the account with which you placed the order.
You can then browse your Order History and select the items you'd like to return. Fill in some basic information, and we will generate your RMA and return shipping label. Your RMA will also be e-mailed to you.
FAQ ID: 1537
Question:
Who pays for return shipping fees back to AutomationDirect, including potential defects?
Answer
For warranty returns, we will provide a complimentary prepaid return shipping label to return the defective item.
For 30-day returns, we provide up to 3 prepaid return shipping labels for a flat $10 fee which will be deducted from your credit. Additional labels beyond the first 3 are available for $10 each. You have the option to waive this fee and use your own return shipping method.
For certain items and locations we will be unable to provide a return shipping label (items shipped via LTL freight, for example.) In those cases you, the customer, will be responsible for return shipping costs.
FAQ ID: 1538
Question:
What happens next after I enter an online warranty return?
Answer
After completing the return form for a defective part, the confirmation screen will contain your RMA, prepaid return shipping label, and any other documents you need for your return. Links to these documents will also be e-mailed to you.
A replacement order will be created at the same time from the information you provided for your return. You will receive a separate e-mail confirmation for this replacement order.
If you have already entered a separate replacement order and do not require another to be shipped, please contact the returns department directly to request the return and provide the purchase order/AutomationDirect order number for the replacement part.
FAQ ID: 1539
Question:
What happens next after I enter an online 30-Day return request?
Answer
After completing the return form, the confirmation screen will contain your RMA, prepaid return shipping label(s) (if requested), and any other documents you need for your return. Links to these documents will also be e-mailed to you.
FAQ ID: 1540
Question:
Where should I ship the items I'm returning?
Answer
Please check the RMA document for the correct return shipping address. If you choose to use our prepaid return shipping labels, the correct return address will be on the label.
Note that each RMA might have a different return address depending on the items being returned. Check carefully and do not mix items from different RMAs.
FAQ ID: 1542
Question:
Do you accept returns for credit beyond 30 days? If so, will restocking fees apply?
Answer
Yes - items may be returned under our "30-day" policy beyond the original 30 days. If an item is eligible for a 30-day return, that option will be available on the return form.
A restocking fee will be applied using a graduated scale based on the age of the return. The fee is a percentage of the credit to be issued and will be disclosed on the return form. You must acknowledge acceptance of the fee before completing the return.
Products must be returned in the original boxes in like-new condition.
FAQ ID: 1543
Question:
When will I receive my credit?
Answer
For credit card accounts and guest user accounts our goal is to process your return authorization the same day it is received at our facility. Once your return authorization is received, inspected and processed your refund will be processed and a credit will be applied to your credit card or original method of payment. Typically the credit is applied within 48 hours if there are no open invoices on your account. Due to your credit card company’s practices, it may take an additional 2-4 business days after your credit is applied for it to post to your account.
FAQ ID: 1544
Question:
Will AutomationDirect honor the warranty even though I made the original purchase from another company?
Answer
Yes, however, you must contact the company or individual you made the purchase with and have them start the claims process as our warranty agreement is with the original purchaser.
FAQ ID: 1545
Question:
Over-shipment: I received my order and have found that upon inspection too many parts were sent. What do I do with the additional parts sent in error?
Answer
Occasionally we do make mistakes and for that we sincerely apologize. You can use our return form to return over-shipments.
Select the order from your Order History that contained the over-shipment. Select "Over-shipment, under-shipment, wrong parts received" and complete the form.
We will create an RMA and a prepaid shipping label for you to return the over-shipped product.
FAQ ID: 1546
Question:
Under-shipment or incorrect part: I received my order and have found that upon inspection it was short on quantities ordered or was sent a part I did not order. How do I have this corrected?
Answer
Occasionally we do make mistakes and for that we sincerely apologize. You can use our online return form to fix the issue.
Select the order from your Order History that contained the issue. Select "Over-shipment, under-shipment, wrong parts received" and complete the form. If you received a part you didn't order, you'll need to enter the part number.
If you were under-shipped, we will create a replacement order with the missing quantities. If you received an item you didn't order, we will create an RMA and a prepaid shipping label for you to return the product.
FAQ ID: 1547