Merchandise Return Policy
If for any reason you are not satisfied with the merchandise purchased through Empyrean INTL, you may return it within thirty (30) days of receipt as follows:
All returns require pre-authorization from Empyrean INTL.
All Merchandise must be unused, returned in its original carton/original condition with no missing parts. No partial cases will be accepted.
Merchandise returned due to incorrect item ordered, excess quantity ordered or item no longer required is subject to a 15% restocking fee.
Any return of this kind over thirty (30) days will be subject to an additional 10% fee, and no returns will be accepted for any reason after thirty (30) days of receipt.
Merchandise received in error or defective will not be charged for returned freight or for restocking fees.
All custom products are made specifically for you and are nonreturnable and nonrefundable.
In the event the Merchandise you want to return has been discontinued, you may be directed to Customer Service for other options.
Order discrepancies must be reported within 48 hours of receipt. See below for details.
Return Policy
To return merchandise you can contact your Customer Service Representative: 1-888-358-0788
Have your Shipping Documents available including our Sales Order #, item #(s) and quantities. You will receive a Return Authorization # and shipping instructions for the return via email.
Discrepancies (Over/Short/Damages)
Upon receipt of your shipment
Count and inspect all merchandise.
Compare all cartons to the detailed Packing List and Bill of Lading accompanying the shipment.
Sign and date the Bill of Lading noting any discrepancies.
You must notify us:
Within 48 hours of delivery of any discrepancies on the total count (over and/or short), including specific items/counts that may be discrepant, including damages (if any).
Within 48 hours of delivery of specific item discrepancies (items not ordered, items not received, damaged items) if not included in the original report.
If these discrepancies are not reported within 48 hours a credit will not be issued.
Within 21 days of delivery of any concealed damages (i.e. item in case does not match the labels on the outside or what was ordered).
If you receive merchandise not ordered, you will have the option to purchase or return to our Distribution Center.
If you did not receive merchandise that was ordered, we will make arrangements to re-ship the missing merchandise or issue a credit if an invoice was generated.
If you receive merchandise that is damaged, note the information on the Bill of Lading, describe the damage to us, and take pictures if possible. We will issue you a credit and instructions for the disposition of the merchandise.