Returns & claims
Last updated November 1, 2026
Liquidation merchandise is sold as described by its condition grade, so we don't accept returns for change of mind or for items that perform as their grade describes. We do put things right when a lot isn't what we said it was.
When we issue a credit or refund
- Wrong lot shipped. We collect the lot and ship the correct one, or refund in full.
- Material shortage. If a manifested lot is short by more than 10% of its units or stated retail value, we credit the shortfall pro rata.
- Mis-graded lot. If a lot is materially worse than its grade (for example, a “New” lot that is mostly opened returns), we offer a partial credit or a collection and refund.
- Freight damage. Damage noted on the delivery receipt is claimed against the carrier; we handle the claim and credit you when it's settled.
What isn't covered
- Individual defective or incomplete items in Customer Returns, Mixed, Used or Salvage lots — this is expected for those grades.
- Variances within 10% on manifested unit counts.
- Damage not noted on the delivery receipt at the time of delivery.
- Lots that have been broken down or resold before a claim is made.
How to make a claim
Contact us within 48 hours of delivery using the Get help button on your order page or by emailing [email protected]. Include photos of the pallets as delivered, the signed delivery receipt, and a list of what's wrong. We respond within two business days.
Refunds
Approved refunds are returned by wire to the account that paid, or held as credit against your next order if you prefer. See also buyer protection.