Return Policy
At Masterpiece Wholesale, we strive to ensure the highest quality and satisfaction for our customers. Due to the nature of wholesale distribution, all sales are final. However, we understand that exceptions may arise, and we are committed to addressing these on a case-by-case basis.
Eligibility for Returns or Exchanges
Returns or exchanges may be considered under the following circumstances:
- Defective or Damaged Products: If the product arrives damaged or defective due to shipping or manufacturing.
- Incorrect Shipments: If an item received does not match the order placed (e.g., wrong product, size, or quantity).
- Exceptional Circumstances: In rare, specific cases, we may allow returns or exchanges at our sole discretion.
Conditions for Return Requests
- Return requests must be submitted within 48 hours of receiving the order.
- The product must remain unused, unopened, and in its original packaging (unless the issue pertains to a defect or damage).
- Proof of purchase (e.g., invoice or order confirmation) is required for all return requests.
- Photographic evidence may be required to validate claims of damage, defects, or incorrect shipments.
Non-Returnable Items
The following items are not eligible for return or exchange:
- Sale or clearance items.
- Opened, used, or altered products.
- Perishable goods or items with a limited shelf life.
- Custom or special-order products.
Return Process
To request a return or exchange:
- Contact Us: Submit your request through our customer service portal within the specified time frame.
- Provide Details: Include your order number, a description of the issue, and supporting evidence (e.g., photos if applicable).
- Await Approval: Once we review your request, we will notify you of the outcome. Approved returns will be issued a Return Authorization (RA) number.
- Return Shipping: For approved returns, you are responsible for the cost of return shipping unless the issue is due to our error (e.g., defective or incorrect items).
Refunds and Credits
- Refunds are issued only for approved claims and will be processed within 10-15 business days after receiving the returned item.
- Refunds may be issued as:
- A replacement product (subject to availability).
- Store credit for future purchases.
- A partial or full refund to the original payment method (based on the resolution of the claim).
- Shipping fees are non-refundable unless the return is due to our error.
Important Notes
- Masterpiece Wholesale reserves the right to deny any return request that does not meet the above conditions.
- Products returned without prior authorization (RA number) will not be accepted.
- In cases where a return is approved due to no fault of Masterpiece Distribution, a restocking fee of 15% may apply.
We value your partnership and are committed to providing excellent service. If you have any questions about this policy, please contact us.
Shipping Policy
At Masterpiece Wholesale, we are committed to delivering your orders quickly, securely, and efficiently. Please review our shipping policy below for details on how we handle the shipping and delivery of your wholesale orders.
Order Processing
- Processing Time: Orders are typically processed within 1-3 business days after payment is received and verified. During high-demand periods or holidays, this processing time may be extended.
- Order Cut-Off: Orders placed after 2:00 PM (Local Time) will be processed on the next business day.
- Verification: Orders may be subject to additional verification, especially for new customers or large orders. This may include confirming your business license or verifying compliance with legal requirements.
Shipping Methods and Carriers
We work with trusted shipping carriers to ensure reliable delivery. Shipping options include:
- Standard Ground Shipping: Typically delivered within 3-7 business days depending on your location.
- Expedited Shipping: Faster delivery options may be available upon request for an additional fee.
- Freight Shipping: For large or bulk orders, palletized freight shipping is available.
Shipping Restrictions
Due to the nature of our products and legal regulations, the following restrictions apply:
- Age-Restricted Products: Vape and kratom products are strictly sold to businesses that comply with local, state, and federal age-restriction laws. It is the buyer’s responsibility to ensure compliance with all applicable laws.
- State and Local Regulations: Some products we distribute may not be legal in certain states, counties, or municipalities. It is the buyer’s responsibility to verify product legality in their region before placing an order. Orders shipped to restricted areas will be canceled or partially fulfilled.
- International Shipping: At this time, we only ship within the United States. We do not offer international shipping.
Shipping Costs
- Shipping costs are calculated based on the size, weight, and destination of your order.
- Any additional fees, such as signature confirmation or special handling requests, will be added to the shipping total.
- Orders exceeding a specific threshold (e.g., $5,000) may qualify for free shipping. Contact us for details.
Delivery Times
- Delivery times vary based on the shipping method selected and destination. Estimated delivery times provided at checkout are not guaranteed and may be affected by unforeseen circumstances such as weather, carrier delays, or legal compliance checks.
- Tracking information will be provided once the order ships.
Lost, Damaged, or Delayed Shipments
We take great care to ensure your shipment arrives in perfect condition. However, in the event of delays, loss, or damage:
- Lost or Delayed Shipments: If your shipment does not arrive within the expected time frame, please contact us, and we will work with the carrier to resolve the issue.
- Damaged Shipments: If your order is damaged in transit, please notify us within 48 hours of delivery. Provide photos of the damage and the packaging for a claim to be processed.
- Carrier Responsibility: Once shipped, the carrier assumes responsibility for the delivery. We will assist in resolving disputes, but Masterpiece Distribution is not liable for delays, losses, or damages caused by the carrier.
Signature Requirement
Due to the nature of our products, all shipments require an adult signature (21+) upon delivery. A valid government-issued ID may be required for verification by the carrier.
Order Adjustments or Cancellations
- Orders can be modified or canceled before shipping by contacting customer service. Once an order has shipped, no changes or cancellations can be made.
- Refused shipments may incur a restocking fee of 15% and all shipping charges will be non-refundable.
Additional Notes
- Masterpiece Wholesale reserves the right to refuse shipping to any customer or location at our discretion.
- We are not responsible for delays caused by incorrect or incomplete shipping addresses provided by the customer.
If you have any questions regarding our shipping policy, please contact us. We’re here to ensure your orders reach you safely and on time.