All merchandise is accepted for credit or exchange if returned in new condition, unwashed, unopened in original packaging within 30 days of purchase. Simply contact our Customer Service Department to initiate the process.
Please note that pillows & other bedding products are not returnable, even if unopened.
In accordance with federal and state guidelines and for the safety of our consumers, suppliers and carriers, some products are non-returnable and non-refundable.
Additionally, it is a safety measure to ensure no pillow has been manipulated outside of the controlled environments in which they were packed.
Returns to Our Processing Center
Returnable items being require a Returned Shipping Label. The RGA number can be obtained by emailing the HSG Customer Service Department at [email protected]
No Invoice or Pre-paid Shipping label?
If you do not have the original order confirmation or the packing list from your order from Hotel Supplies Group, please email [email protected] and our Customer Service Department will be glad to help you.
Items never arrived?
Less than 1% of the packages are lost by FedEx. Most of the time they are delivered and someone takes them out of the door.
If your package is reported as delivered by FedEx but have not seen it, you need to contact file up a claim at FedEx and forward it to us by e-mail.
This ensures FedEx will investigate with their driver and cover up to $120 USD if they fail in favor of the claim ( they decide the claim is valid ).
If the amount of the goods that were lost by FedEx exceed $120 USD, we will issue a one time DISCOUNT COUPON that matches the difference for your order, so you can buy the same item(s) again.
The emission of the discount coupon is subject to the claim being approved by FedEx. For this, you need to send us a picture of the FedEx refund check when you receive it by mail.
If you want to expedite the reposition of the lost items, you need to place a new order, and send us the order number along the FedEx claim. If the claim turns out in your favor, we will issue a refund via PayPal for the difference to match the 100% of the cost of the items lost. Refunds are only issued upon a 2nd order acting as deposit.
If FedEx fails to recognize the claim, we will still evaluate your case and arguments and issue a maximum of 50% the value of the goods in the form of one time DISCOUNT COUPON.
Satisfaction Warranty & Refunds Policy
We focus on customer satisfaction and evaluate every order. If you feel you deserve a partial refund, please contact Customer Care to evaluate your case.