Delivery & Returns
Once Orders Have Been Placed, They Cannot be Cancelled or Changed
Once your order has been placed, it cannot be edited or cancelled. If you refuse an order, it will then fall under our standard return policy as noted below. If a return is due to an error on our part, return labels will be issued at our expense. If the return is not due to an error on the part of Dr. CLO USA, the customer will be charged for the cost to return the item and the customer may also be charged a restocking fee. Unsuccessful requests to cancel an order will not be considered an error on our part.
What May I Return?
If Your Error
You may return your purchase to Dr. Clo USA within 30 days of your receipt of the shipment for credit as long as the item(s) are in their original packaging. If you are returning a product due to your error, you will be charged the cost of the Prepaid Return Label to ship the product back to Dr. Clo USA plus a restocking fee of 20%.
If Our Error
If the return is our error (for example, the product is damaged or has been fulfilled incorrectly), you will generally receive a Prepaid Shipping Label that allows you to send the product back with the shipping cost back prepaid at our cost.
Details for Non-Returnable Products
If the return is your error, you may receive a Prepaid Shipping Label that allows you to send the product back but you will be credited less than the original amount of the order. You will be charged for the Prepaid Shipping Label back to Dr. Clo USA based on the Shipping Cost chart below. If the return is your fault, you will also be charged a restocking fee of 20% of the value of the product* (see Shipping Costs for Returned Items section below).
Shipping Costs for Returned Items (Your Error Only)
To reiterate, if the return is a result of an error on your part, you will be charged the cost of the freight back (per the chart below) plus a restocking fee of 20%.
Item Weight Shipping Cost
<1 lb $3 – $4
1 ≥ x ≥ 5 lbs $7 – $8
5.01 ≥ x ≥ 10 lbs $11 – $12
10.01 ≥ x ≥ 20 lbs $22 – $23
20.01 ≥ x ≥ 30 lbs $27 – $28
30.01 ≥ x ≥ 40 lbs $36 – $37
40.01 ≥ x ≥ 55 lbs $47 – $48
55.01 ≥ x ≥ 70 lbs $62 – $63
In most cases, we will issue your credit within 72 hours of the item arriving back to our return address less any shipping costs and restocking fees in those cases where the return is your error.
Important Note – Items Must be in Original Condition and Packaging
All returned products must be in original condition and packaging; otherwise, additional restocking charges may be applied. Unfortunately, we cannot take returns of products that have been activated or modified. If you have any questions about whether a product can be returned, please call us.
What If My Order Arrives Damaged?
Dr. Clo USA must be notified of damaged product(s) within 10 calendar days. Even if the package appears only slightly damaged, write “Package Damaged” when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery. The damaged item will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.
What If My Order Arrives and I am Shorted an Item?
∙ Please notify us within 5 business days from the carrier’s proof-of-delivery date for the item shorted.
∙ If notified within 5 business days, we will send out the shorted item at no charge.
Our goal is to make buying from Dr. Clo USA easy, efficient and low cost.
Restocking Fees
If you are returning a product due to your accidental order, you found a better price available, or you no longer need or want the product, we will charge you a restocking fee of 20% plus the cost of the Prepaid Shipping Label (see Shipping Cost chart earlier in this policy for charges) to send the product back to us. These charges will be deducted from your credit.
A restocking fee is a percentage of the item’s price, depending on the type of item and the condition in which it is returned.
Products Subject to 20% Restocking Fee
– Buyer changes their mind about a purchase and returns product in the original condition within the 30-day time period.
Products Not Subject to a Restocking Fee or Return Shipping Costs
– Buyer refuses delivery due to visible damage incurred during shipping or caused by the carrier.
– The product is damaged or defective.
– Buyer receives an incorrect order; either quantity or product type
*If products are returned for one of the following reasons, you will always be charged for the shipping costs back to us plus you will be charged a restocking fee:
* Accidental order
* Better price available
* No longer needed/wanted
* Wrong item ordered
* Wrong quantity ordered
* Attempted cancellation
No returns or exchanges will be accepted after the 30-day return/exchange period.