OnlineMetals.com Returns PolicyA couple of basic principles first -
- If we've made an error, we will make it right
- Whenever possible, we try to make the most customer-friendly decisions we can
- It's our first priority to make sure that you're happy with your experience at Online Metals.com.
Customer service is our top priority. We understand that mistakes are made, and orders sometimes need to be cancelled or postponed. When that's the case, please call us immediately. An order can only be cancelled if we haven't cut it yet. This generally happens no more than 4-6 hours after an order is placed. While we're an internet company, and love the convenience of e-mail, due to the time-sensitive nature of our production processes, we do require that requests for cancellation or postponement be called in so that we can guarantee that your request is honored.
- If the item has been cut to a standard size, we'll issue your refund, minus the 30% restocking fee.
- Once an item is custom cut, it can't be cancelled or returned. There are limited exceptions to this, depending upon the length or size of the product. As always, we will try to work with you, so call us and we'll try to help reach a satisfactory result.
We all make mistakes, and OnlineMetals understands that. Ask us sometime about the great brass roped tube experiment. As a general rule, we are unable to refund shipping charges on returns where we've provided what you've asked for, and you'll be responsible for shipping the materials back to us. Our policy on orders placed in error (quantity/material/size/color) depends in large part on whether the material was custom-cut or was a standard size. Standard Cut Materials:
If the item has been cut to a standard size, we'll issue your refund, minus a 30% restocking fee. Custom Cut Materials:
We are generally unable to provide refunds on custom cut materials, as under most circumstances they cannot be resold. However, there are exceptions to every rule, so call and we'll attempt to work with you. (Custom cut material is requested via the custom cut calculator on our website, and have dimensions other than our standard linear or square feet.)
Cancellation of custom cut non-stock order:
These orders are simply non cancel-able; but again we will always take this on a case by case basis. If we are able to back out of the order on our end, we will gladly support your efforts to cancel the order. In the end as long as you're happy we know you will come back to us again. Cancelling a non stock order:
If we special order a full length or non stock item for the order, these orders are not returnable/cancel-able without written consent from ThyssenKrupp OnlineMetals. In the event we provide this written consent you will be subject to a re-stocking fee that the business deems necessary for the particular transaction plus any additional shipping charges. We will ALWAYS try to avoid giving you this fee and working with you if at all possible, but there are times when it is unavoidable, we appreciate your understanding in advance.
If we've made a mistake:
We're proud of our record for delivering quality product, and our packaging is second to none in the industry. Issues can and will happen, though. Incorrect or Damaged Materials:
Online Metals return policy doesn't apply to any orders that were delivered in a damaged or incorrect condition. If we've made an error in product, quantity, or quality, please call us right away, so that we can apologize and discuss options for refund or replacement. (Please report within 15 days of delivery.) Shipping material back to us:
If you need to return a standard size item, you may ship it back to us via UPS, Fed Ex, or another carrier that can provide tracking numbers.
To make a return, please call us at 800-704-2157 with your order number and we will provide you with an RMA (Return Material Authorization) form to include in the package when you ship it back to us. The RMA will have the return address for you to ship to. Once you have the tracking number, give us a ring back and let us know what the number is.
If we owe you a refund on the material it will be issued once the material arrives back to us.