Returning a Ground-Shipped Order
For parcel-sized orders that came via UPS or FedEx ground — no pallet, no BOL. (Palletized LTL freight has its own page.) Change-of-mind: you ship it back on your own label. Damage or defects: report within 48 hours and we make it right — prepaid label when we elect a return.
If your parcel arrives damaged
Transit risk is ours until the carrier delivers. If the box looks damaged, photograph it before opening — then photograph the item and all packaging. Email photos + your order number to [email protected] within 48 hours of the carrier's recorded delivery (concealed damage: within 48 hours of discovery, no later than 5 business days after delivery). Keep all packaging until we confirm in writing that your claim is closed.
Damage on arrival or an undisclosed defect, reported in time, is resolved at no cost to you. We choose the remedy — replacement parts → repair → replacement unit → partial refund or store credit → return with refund — taking the first that reasonably resolves the problem, with a prepaid label when we elect a return. If our fix doesn't resolve it within 30 days, you get a refund. Carrier claims are filed and owned by Francis Retail — your outcome is never conditioned on whether the carrier pays our claim.
How it works
- 1
Email us with your order number
Send a note to [email protected] with your order number. We reply with the warehouse return address and recommended carrier — and if this is a damage or defect claim where we elect a return, a prepaid label.
- 2
Pack the item and generate the label
Use the original packaging when possible. For change-of-mind returns, generate the return label via UPS.com or FedEx.com — both offer home-print or no-label drop-off at retail locations.
- 3
Ship to our Santa Fe Springs warehouse
Drop at any UPS Store or FedEx Office, or hand to the driver on a pickup. Forward the tracking number to us so we watch for it.
- 4
Inspect + refund
We email you the condition grade and exact deductions (restocking fee, return label cost if you didn't prepay) before processing the refund to your original payment method.
Example refund math
A $400 area rug shipped ground to Phoenix, returned in unopened original packaging (15% restocking), customer pays the return label:
| Original order | $400 |
| Less restocking (15%) | –$60 |
| Less return label (typical) | –$55 |
| Net refund | $285 |
Your actual numbers will vary — bigger items cost more to ship back, and the restocking fee increases with return condition.
What's eligible
- · Brand New
- · Open Box New
- · Open Box Like New
- · Open Box Good
- · Refurbished Like New — Damage & Defect Resolution only
- · Refurbished Good — Damage & Defect Resolution only
- · As Is For Parts — final sale, sold with all faults
Defect-only grades are still covered by our Damage & Defect Resolution process: report within 48 hours and we make it right at no cost — we choose the fix.
FAQ
What if my package arrives damaged?
If the box looks damaged, photograph it before opening — then photograph the item and all packaging. Email photos + your order number to [email protected] within 48 hours of the carrier's recorded delivery (concealed damage: within 48 hours of discovery, no later than 5 business days after delivery), and keep all packaging until we confirm in writing that your claim is closed. We make it right at no cost: we choose the fix (replacement parts, repair, replacement unit, partial refund or store credit, return with refund), and if our fix doesn't resolve it within 30 days you get a refund. Carrier claims are filed and owned by us — your outcome is never conditioned on whether the carrier pays our claim. Parcels have no BOL, so there's nothing to sign or notate.
Do you send a pre-paid return label?
On a damage or defect claim reported within the 48-hour window: when we elect a return as the remedy, we send a prepaid label at no cost to you. On change-of-mind returns, you generate and pay for the return label yourself. We'll send you the warehouse return address and recommended carrier (UPS or FedEx) once you email us.
How much does a return label cost on change-of-mind?
Typically $40-150 depending on the box dimensions, weight, and your zip code. A small accent chair might be $45. A large rug or boxed shelving unit might be $125. UPS and FedEx both offer prepaid labels you can print at home or drop off without one at their retail locations.
Can I use my own box or do I need the original packaging?
Original packaging is strongly preferred — it's engineered for the item and gives it the best chance of arriving back in resellable condition. If the original packaging was discarded, use a sturdy box with at least 2 inches of padding on every side and mark the carrier's fragile handling option. Documented damage incurred during return transit on a return you arranged is deducted from the refund.
What if the item is damaged when it arrives back at the warehouse?
On a change-of-mind return you arranged, return-transit risk is yours: we photograph the condition on arrival, grade it, and email you the exact deductions — including any documented transit damage — before processing the refund. Pack it well and consider declaring the item's value with the carrier; that's your protection on the return leg.
What's the cutoff?
7 days from the delivered-to-you date (per the carrier tracking). Email us by that date to lock in eligibility — the actual return package can ship and arrive back after that; your email date is what counts.
Ready to ship a return?
Email us with your order number. We'll reply with the warehouse address — and if this is a damage or defect claim where we elect a return, a prepaid label.