Customer Service
EXCHANGES & RETURNS for non-custom products:
American Image guarantees satisfaction with every product we sell. If a non-custom item does not meet your expectation, please follow these procedures to ensure a prompt replacement, refund or credit.
You must first obtain a Return Authorization (RA) Number. Then using a carton in good condition, clearly write your RA number in a visible area on the carton and return items via insured US Mail, UPS or FedEx. American Image will refund actual shipping costs from US Mail/UPS/FedEx shipping label.
Send to: American Image, 45 West Broad Street, Bergenfield, NJ 07621
Keep a record of shipment until you have received credit or replacement merchandise.
Term and Conditions for Shortages:
Claims for shortages must be made within 15 days from the date of shipment. Claims made after 15 days will not be considered.
Term and Conditions of Exchanges and Returns:
Returns must be made within 15 days of purchase and the items must be in new condition. Items that have been worn or used will be accepted only for reason of manufacturer defect.
Custom products cannot be returned unless they were defective at the time of sale.
Return of stock product is subject to a 25% restocking charge.
A Return Authorization (RA) Number must be obtained prior to the return of any product.
Return Authorization (RA) Numbers can be obtained by calling (201) 384-9200 or emailing customercares@americanimageawards.com
You must clearly write your Return Authorization (RA) Number on the package in a visible area. Packages returned to us without an RA number will ne refused. No exceptions.
Returnable products can be returned for either product credit or refund.
Credit or refund is only available for stock products or defective custom products.
All returned products are inspected upon receipt to confirm credit or refund amount.
Refund or credit will be issued after return and inspection (approx 1-2 weeks).
Products damaged in shipping are not covered by warranty.
If return freight is lost or damaged in shipment, it is not covered by warranty.
UPS call tags are provided only for American Image errors or defective products.
If you choose to send in a return or exchange via your own shipping method, we will match the level of service you choose when you returned the product to us. For example, if you return a product using UPS 2nd Day Air, we will send your replacement using UPS 2nd Day Air.
This return policy does not allow for abuse or misuse includng but not limited to damage caused by modifications,additions, changes to the original product, or other excessive, improper or abnormal conditions.
American Image will only bill you at the time your order ships. If it is necessary to break your order into multiple shipments, we will pick up the cost for the additional shipments.
Custom products may not be returned or exchanged. If you need repairs, please contact us or your sales representative about how to proceed.