Return Policy

At Restroomwarehouse.com, the most important thing is customer satisfaction at the best price possible. Please review our shipping and return policies below. We want to make your experience the best possible, so you will trust us as your one stop for all your accessory and toilet partition needs. We offer the best pricing and faster lead times by drop shipping material straight from the manufacturer’s warehouse(s). Our return policy is based on the policies of the manufacturer.

Normal order processing time is between one and three business days. However, not all items are in stock and available to ship immediately. Before you checkout, please contact us to verify the expected delivery dates. Expedited shipping only pertains to transit time, it does not improve the ship date.

No exporting, all orders must ship within the United States.

IMPORTANT NOTES FOR DAMAGE OR MISSING ITEMS:

Inspect your delivery immediately. Damaged boxes should be opened. All items are boxed as best as possible to prevent damage, sometimes a damaged box does not mean the product is damaged. If damage is visible, refuse the delivery so the carrier will return item(s) at no cost to you. Contact us immediately to begin your replacement. Concealed damage must be reported within 5 days of receipt of shipment or claim will be denied by the carrier. Damaged material must be kept for two weeks in case the carrier wishes to inspect. See Full Details Below.

RETURN POLICY

Please contact info@restroomwarehouse.com to get your refund processed as soon as possible. Have your order number handy, along with a list of the things you intend to return and an explanation of why you are doing so. Exchanges cannot be offered. You will be issued a return goods authorization (RGA) number and given detailed instructions on how to send back your item. Labels used to send items back must prominently display the RA number. Without a valid RGA number, we cannot accept your return.

All returns are subject to a restocking fee ranging from 25% to 35%, depending on the manufacturer, and must be in their original, unused packaging. Before taxes, returns must be more than $150.00 and from within the last six months. Customers are responsible for paying return shipping costs. We regret that due to the nature of our business, we cannot accept returns on any parts, special orders, or toilet partitions. Restocking fees may be greater for purchases that qualify for special discounts.

You should not rush through the ordering and selection process. To aid in your product decision process, we have provided as much product detail, including technical data sheets, on our website. In addition, we have a team of specialty experts ready to respond to any inquiries you may have.

Returns/Cancellations/Order Errors

A restocking charge of 25% to 35% will be applied to all returned items. No refunds will be given for the original shipping costs. There are no refunds on custom orders, parts, or toilet partitions. All return shipping costs must be paid by the customer. Upon receiving and inspecting the returned goods, a credit will be applied to the original invoice, less the initial shipping cost and any other applicable costs.

DELIVERY AND INSPECTION

• Upon Delivery, the consignee must be given the opportunity to inspect the condition of delivered goods and notate damage on carrier’s delivery receipt. A signature on a delivery receipt is more than just a confirmation of delivery service performed, it is also acknowledgment and confirmation by the receiving party of the condition of goods delivered.

• Prior to signing the delivery receipt, receiving party should inspect all packages/cartons/pallets delivered:

• Notwithstanding the care with which Bobrick, Gamco and Koala products are packed, when merchandise is received, it may be apparent that during transit the carton has been dented, torn, unstapled, retaped, or there may be other indications of possible damaged or missing merchandise. Furthermore, the number of cartons may be less than the total shown on the carrier’s delivery receipt and the consignee memo copy. In either case:
• On the face of the delivering carrier’s receipt and on the face of the consignee memo copy (to be retained by consignee), the person who signs the receipt for the shipment should list any missing cartons and describe any damage to cartons; also, describe actual damage to merchandise if it is known before the driver leaves.
• Any carton that has been dented, torn, unstapled, re-taped, etc. should be opened immediately and the merchandise inspected for possible damage, preferably in the presence of the delivering truck driver. This also applies to any cartons containing mirrors or other fragile items the receiving party believes may be damaged.
• Take pictures of any damaged items prior to driver leaving premises, if possible.
• Delivering truck driver will sign the carrier’s delivery receipt and the consignee memo copy on which exceptions have been noted.
• Whether or not the delivering truck driver cooperates by waiting for the opening of cartons, follow procedure in “Reporting Damage Section”. If the driver does not cooperate, note on shipping_and_freight_claims the delivery receipt “Driver Will Not Allow Inspection”. Immediately contact info@restroomwarehouse.com with as much detail as possible.
• If there are cartons missing, the customer should promptly notify the delivering carrier’s local office by telephone; there is a possibility that missing items have been delayed in transit or delivered to the wrong consignee and are in the carrier’s terminal awaiting correct delivery instructions.
• NOTE: Some orders will ship from multiple warehouses. Please check your packing slip for a detailed list of what is included. For questions or additional information regarding your delivery, please email info@restroomwarehouse.com

REPORTING DAMAGE

• Evidence of damage to goods, either before or after signing the delivery receipt, can be preserved in several ways:

• Photos, surveys, and inspections, etc., must be done in a reasonable amount of time (preferably no later than a month) and the facts and circumstances may determine what is reasonable. The sooner, the better.
• Call the delivering Carrier and request an inspection of the damaged goods. In ink, on the back of the consignee memo copy, write the date and the name of the person to whom you talked. If the carrier does not intend to have an inspection made, write “Inspection waived” or if inspection is to be made, write the date carrier schedules for inspection. If, after a second telephone call, no Inspector arrives, make a note of that fact. If an inspection is made, retain or make a copy of the inspector’s report.
• While awaiting inspection by carrier, the consignee must hold the shipping container and its contents in the same condition they were in when damage was discovered, in so far as it is possible and safe to do so and maintain the chain of custody of the article. If the items cannot be maintained, take pictures prior to disposal.

• If any exceptions were noted on the delivery receipt handed to the driver and if the originating carrier was selected by Bobrick, Gamco or Koala, promptly send an e-mail within the same day to us at info@restroomwarehouse.com. We will respond ASAP. In the email, include:

• Consignee Memo copy with exceptions noted thereon
• Pictures
• Carrier’s Inspection Report if any

• If you need to discuss your problem with us, you can call Restroomwarehouse’s customer service at (619) 723-4805, although most claims can be handled by e-mail. As this provides the ability for ease of referencing and record retention.

CONCEALED DAMAGE

• If no exception has been noted on the delivery receipt but damage to merchandise is disclosed after the driver has left the premises, it is called “Concealed Damage”. For your own protection, open and inspect each package as soon as possible. If damage is discovered, save all containers, fillers, and contents until after inspection by the delivering carrier.

• Concealed damage must be reported within 5 days of receipt of shipment or claim will be denied by the carrier.

LIMITATIONS

• Claims for merchandise where the proof of delivery is “Signed Damaged or Missing” cannot be filed after 9 months from receipt of delivery. It is the consignee’s responsibility to report the damage or missing shipment as soon as delivery is made and signed for.

• Claims for “Concealed Damage” must be reported within 5 days from receipt of shipment, as governed by the National Motor Freight Traffic Association (NMFTA).

• If merchandise is being claimed as damaged, it must be retained as salvage until advised otherwise by Bobrick. Failure to retain salvage may result in the denial of the claim.