LIMITED OFFER: FREE SHIPPING ON ALL ORDERS | ENDS DEC 10TH

FAQ

General Questions

CAN I USE A COUPON ON A ORDER I'VE ALREADY PLACED?
Please see sections: Coupons & Promotions

THE PRODUCT I RECEIVED LOOKS DIFFERENT?
Many manufacturers change or update their packaging without notifying their retailers. Please verify that the product is not simply the same product, only labeled differently.

DO YOU SHIP TO INTERNATIONAL ADDRESSES?
At the moment we only ship within the continental United States.

DO YOU OFFER EXPEDITED SHIPPING?
Yes, we like to find the best provider when it comes to quickly getting you your items. Please contact us with your time restraints and items and we can get a quote put together for you.

We do offer expedite order at checkout, however this only covers handling and not the shipping of the items.

HOW DO PREORDERED ITEMS WORK?
Please see section: Placing an Order

HOW DO YOU OFFER SUCH LOW PRICES?
Since we don’t own any box store locations we are able to pass the savings onto you. While larger stores sell various products we are a home and bath focused store and work with manufacturers to ensure that not only do you get the best value and price but that the furniture and fixtures will last you for years to come.

HOW DO I CANCEL MY ORDER?
Please contact our Customer Service team via our Contact Page or at hello@uptubs.com and they will be able to assist you.

NOTE: All ll orders cancelled after 48 hours are subject to a $10.00 processing fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

There is no fee for cancelling Pre-Order items as long as the items have not been processed for shipping.


Coupons & Promotions

COUPON EXCLUSIONS
Due to agreements with certain brands some products may not be eligible for promotions. We make every effort to explicitly indicate which products are eligible for promotions.

WHERE DO I APPLY MY COUPON
On the Checkout Page. Once you are on the Checkout Page you will notice your item in the cart on the right hand side. Underneath the item there will be a box labeled Discount. Just add the coupon code to the box and press return/enter and your discount should be applied if the item is not excluded.

WHY WON'T MY COUPON APPLY TO MY ORDER?
Coupon codes are not valid with certain Special Offers, Promotions or Deals. Please verify that the contents of your cart qualify for the coupon you’re attempting to use. Please see Coupon Exclusions for a list of non-participating brands and items.

CAN I USE A COUPON ON AN ORDER I'VE ALREADY PLACED?
Coupon codes cannot be applied to orders that have already been placed and processed.


PLACING AN ORDER

ORDER CONFIRMATION
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

ORDER PROCESSING
If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, please follow up with us at support@coffeeionado.com.

PREORDERED ITEMS
If you have placed an order for a product that is on backorder we will notify you as soon as the shipment has left the warehouse. While we give an estimated shipment date, these dates are subject to change without notification. We are given these dates from manufacturers on when to expect the orders to be shipped. Any Pre-Order may be cancelled without any processing fees as long as it is before the item has begun the shipment process.


Tracking Information

WHEN DO I RECEIVE MY TRACKING INFORMATION?
We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.

MY TRACKING NUMBER ISN’T SHOWING UP IN THE CARRIERS SYSTEM?
It can take up to three days for shipping information to reflect an accurate status. Some delays are expected but if you are concerned about your package please contact our Customer Service team.

MY PACKAGE SHOWS “DELIVERED” BUT I DIDN’T RECEIVE IT?
Please see section: Damaged, Missing or Defective Items


 

Modifying an Order

CAN I CHANGE THE SHIPPING ADDRESS OF MY ORDER?
If your order has not been shipped it may be possible to make changes please contact us and we will work on assisting you. Intercepting or cancelling an order will cause additional processing time and incur extra charges. Note, we cannot guarantee any intercepts.

CAN I WHICH PAYMENT METHOD I USED FOR THE ORDER?
Orders that have been processed and paid for cannot be altered in any way.

CAN I HAVE MY SHIPMENT HELD AT FACILITY?
Once your order has shipped we will no longer be able to put a hold on the order. However, this doesn’t mean that you cannot contact the shipping company and make arrangements. Usually all you need is your tracking number to contact the service provider and possibly make changes.


 

Cancelling an Order

CAN I CANCEL MY ORDER?
Cancellations can only be provided for orders that are prior to being processed for shipment. Once it has been processed we normally cannot catch it before it leaves the warehouse. Note, all cancelled orders will incur a $10.00 processing fee which will be deducted from the order’s available credit.

HOW WILL I BE CREDITED FOR A CANCELLED ORDER?
The balance of the order will be refunded to the original form of payment, less the $10.00 processing fee.

WHEN WILL I BE CREDITED FOR A CANCELLED ORDER?
Credits normally take 2-3 business days to show but may take up to 5 full business days. It depends on the payment processor and the bank(s) involved.

CAN I CANCEL AN ORDER THAT HAS BEEN SHIPPED?
No. Once shipped we cannot cancel any order. You must wait for the merchandise to arrive then contact a member of our Customer Service team to initiate a Merchandise Return. You must have a RMA before returning the item or it will not be accepted.

MY ORDER SHOWS SHIPPED EVEN THOUGH I CANCELLED IT?
We cannot guarantee that our attempts to cancel an order will be successful. We will make every effort to cancel/intercept the shipment but in the unfortunate event that it has already left the warehouse it is the customer’s FULL responsibility to return the product to us.


 

Refusing or Stopping an Order

HOW DO I STOP THE SHIPPING OF AN ORDER TO ME?
Depending on the service provider and the shipping method, you may be able to request an intercept of the order shipped. Please contact our Customer Service team and request a delivery intercept.
Note, if your order can be intercepted, you will be responsible for the $20.00 re-routing fee to have your item returned.

WHAT IF I REFUSE AN ORDER?
The FULL original cost of shipping incurred from shipping the order to you will be deducted from your credit.
If you opt to refuse the packaged goods and have them return-to-sender, instead of accepting delivery, you will be charged a $20.00 restocking fee PLUS the original cost of shipping will be deducted from your credit. You will also be subject to be charged for any costs or fees associated with the packaged goods being returned, this includes but is not limited to: customs fees, brokerage fees, storage fees, taxes, duties and/or additional handling charges.


 

Receiving Questions

MAKE SURE TO CHECK ITEMS FOR DAMAGE
KEEP all packaging (original box and manufacturer's packaging) as these are required for successfully filing a Damage Claim. Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrived damaged, please contact and send photos to hello@uptubs.com.

DO I NEED TO KEEP THE BOX AND PACKAGING MY ORDER CAME WITH?
Absolutely. Please keep the original packaging your item came with for at least a couple of weeks in case there is a defect or the product was damaged during transit. This is cautioned to adhere with our Return Policy as the original box and packaging are required when processing a return.

WHAT DO I DO IF MY PACKAGE SHOWS DELIVERED BUT I DIDN’T RECEIVE IT?
Please immediately contact the shipping company associated with the tracking number you received via email. Since we work with multiple vendors, the shipments usually leave warehouse under the vendor’s account and we are not an authorized to modify a shipment or act on behalf of the consignee or shipper.

WHAT HAPPENS IF I RECEIVED AN ITEM I DIDN’T ORDER?
Please contact our Customer Service team immediately and we’ll pay for the shipment to be shipped back to our warehouse. If not this does not happen we could issue an invoice for the item(s) in question thus requesting your payment for the item(s) mislabeled.


 

Returns & Cancellations

STARTING THE MERCHANDISE RETURN PROCESS
ALL orders that are returned must be returned with a Return Merchandise Authorization number (RMA) or they will be denied. To start a return please contact our Customer Service team (hello@uptubs.com) and they will initiate the process. You will be provided with a RMA that is valid for up to 14 days and must accompany the item being returned.
An order from 30 days of shipping my qualify for a return, unless it is marked refurbished, used or clearance.
Please make sure the item is clean and dry before returning it. Any item that requires cleaning will incur a cleaning charge (based on extensiveness) which will be deducted from return credit. All parts, packaging, manuals and accessories must be placed and returned in original packaging. The returned item must not be damaged in any way (functional or cosmetic).

WHAT IS NOT RETURNABLE?
Any item marked as final sale or clearance.
Orders outside of the 30-day return window. To calculate a return date, start from the order’s shipping date. There is no exception to this policy.
Any item that has had the UPC bar code removed or altered. These must be intact to process a return. There is no exception to this policy.

HOW DO I RETURN MY ELIGIBLE ITEM?
Your order must be authorized for return before you can send it back to the warehouse. Any unauthorized returns may not be processed, will lead to delays in processing and could be subject to extra charges.

To initiate the Return process please contact our Customer Service team (hello@uptubs.com) and they will be able to assist you with your return. Once given the RMA, please mark it on the outside of the box and place a copy inside for easier processing.

You are responsible for any return shipping costs and we highly recommend using quality service providers that provide tracing for shipments such as DHL, FedEx and UPS or any freight carrier. Please note, all item(s) returned must be returned in an outer box and we are not responsible for any lost or damaged items in transit. Lack of an outer shipping carton will automatically result in a 30% restocking fee deducted from the credit.

Your credit will incur additional charges should you return an item without being authorized and/or without a RMA number. Many of these charges can be avoided if you follow our Return Process.

WHAT IF I RETURN THE ITEM WITHOUT AN RMA?
For products that arrive without a RMA number, the product may not be accepted or returned-to-sender. Should the item be accepted a 10% restocking fee will be accessed and deducted from your credit.


 

Damaged, Missing or Defective Items

SHOULD I CHECK BEFORE SIGNING THE DELIVERY RECEIPT?
KEEP all packaging (original box and manufacturer's packaging) as these are required for successfully filing a Damage Claim. Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrived damaged, please contact and send photos to support@coffeeionado.com.
Do NOT use any item that has been damaged.

HOW QUICKLY DO I NEED TO NOTIFY SOMEONE OF DAMAGE?
Per our shippers’ policies, claims for damaged or lost packages must be reported within 5 business days or the claim cannot be processed. Immediately notify the shipper of any damage and if a signature is required please ask them to note the damage before signing. You must report within 5 business days and contact our Customer Service team.

ASSISTING WITH CLAIMS
In order for our Customer Service team to start the claim process we need images (photo or video) and assurance that the original box and manufacturers packaging are at the address of the consignee.

MISSING OR DAMAGED ITEMS?
We cannot complete a claim without recovering all of the the damaged item(s). If the item is not fully available (including parts and accessories) we will be unable to complete your request.

WHAT IF MY PACKAGE SHOWS DELIVERED BUT I DIDN’T RECEIVE IT?
Please immediately contact the shipping company associated with the tracking number you received. Since we work with multiple vendors, the shipments usually leave warehouse under the vendor’s account and we are not an authorized to modify a shipment or act on behalf of the consignee or shipper.


 

Refunds & Credits

WHAT AND HOW WILL I BE REFUNDED?
General Returned Merchandise: Your refund will be issued less our original cost of shipping the item(s) to you and any charge for accepting the delivery (cleaning, etc).
Method: Credits can be issued back to the original payment method, or in the form of a store credit.

WHEN SHOULD I EXPECT MY REFUND?
Returned products are processed in the order they are received and may take up to 14 days to process. We must receive the item(s) in good condition. Once processed your return credit will be issued within 24 hours..

HOW DO I GET REFUNDED IF MY ORDER WAS LOST?
Once a Search or Trace has been opened and found inconclusive by the shipping company or it is determined your package cannot be located a claim will be filed on your behalf. Once the claim is resolved with the carrier then we will process your return credits within 24 hours.


 

Terms, Policies & Guarantees

For more information visit: Terms of Service
For more information visit: Privacy Policy
For more information visit: Sales Tax Policy
For more information visit: Return & Cancellation Policy
For more information visit: Lowest Price Match Policy