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Returns & Price Matching

If a competitor’s published online price offers an identical, in-stock item for less, tell us and we'll match it. To jump ahead in our Price Matching & Return Policy Page just click the link below:


Price Match Guarantee

We know that price matters to you. Getting the best value raw material metal and plastics can make all the difference to your business or viability of a project. To make it easier to know you’re always getting the best deal and best experience with Online Metals, we now offer a Price Match Guarantee. We are committed to providing the best value on small and medium size orders of raw material metals and plastics.

Simply submit your price match request and include a link to the competitor’s offer.


Price Match Guidelines:

  • Items must be identical in description and quantity.
  • Shipping costs and cut-fees are not included.
  • Price Match requests cannot be accepted over the phone - please submit using the link below.
  • Scrap dealers, used materials, private individuals or auctions (including Ebay) are exempt from this policy.
  • Special promotions, close-out sales and offers requiring a special action to get pricing (i.e. Buy 1 Get 1 Free) are exempt from this policy.
  • Websites requiring a login to access pricing are exempt from this policy.
  • Price Match is for new orders only. We cannot credit back discounts for orders that have already been placed. Price Match must be requested before placing your order to be valid.
  • Online Metals reserves the right to refuse a Price Match.

Cancelations

Customer service is our top priority. We understand mistakes are made, and orders sometimes need to be cancelled or postponed.  Due to the time-sensitive nature of our production processes, we require the customer to immediately chat or call us at 800.704.2157 with cancellation or postponement requests.  This provides us the best chance to guarantee that your request is honored. Outside of our normal office hours of M-F 8am-8pm EST, customers can reach us via email at [email protected] and we will expedite these requests.

Once an order begins the production process, it cannot be cancelled, and the Returns Policy will then apply. There are limited exceptions to this, depending upon the length or size of the product. Special order materials not found on our website that have been specially quoted and procured for the sole purpose of the customer’s special order also cannot be cancelled.  Items sold by third party sellers are even more critical as our partner sellers work to process orders same day.  These orders often are not able to be cancelled because of these time contraints.


Returns

**Please be sure to verify all material/test reports are accurate upon arrival of your order

Please contact us within 30 days of receipt of the order to request a Return Material Authorization (RMA) if you wish to return the material. RMAs are required for all returns. Our customer service team must be contacted within 30 days of receiving material at [email protected] or 800.704.2157.


Standard Size Materials


To make your shopping experience easy, we have pre-determined “standard” sizes that you can quickly order. However, all of our materials are cut from full sized mill lengths. If the item you wish to return has been cut to a “standard” size, a restocking fee of 30% may apply to certain materials.

Our customer service team will review your order for potential cost to re-inventory the cut material. If a new order is placed, we can waive the restocking fee.


Cut-to-Size Materials


Once an item is custom cut, it cannot be returned. There are limited exceptions to this, depending upon the length or size of the product. Call our customer service team to review your order for potential exceptions. If a return is authorized, a 30% restocking fee will be applied.


Third Party Marketplace and Non-Stock Materials


Third Party Marketplace and special order non-stock items cannot be returned. There may be exceptions when the third-party supplier agrees to the cancellation. These orders are not returnable without written consent from Online Metals. 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 will work with you in all ways possible, but there are times when it is unavoidable. We appreciate your understanding in advance.


Incorrect or Damaged Materials


The Returns Policy doesn't apply to any orders that were delivered in a damaged or incorrect condition. If there was an error in product, quality or quantity please contact our customer service at [email protected] or 800.704.2157 for refund or replacement.


Steps to Process Your Return

Step 1: Email [email protected] or call 1.800.704.2157 and provide your order number and reason for return. We will provide you with a Return Material Authorization (RMA) form to include in the package when you ship it back to us. The RMA will include the return address. Please write the RMA number on the outside of the package

Step 2: Ship the item back via UPS, FedEx, USPS or other carrier to the return address listed on the Return Material Authorization (RMA)

Step 3: Provide us with the tracking number once the item has shipped. You may call or email customer service at [email protected] with this information. As soon as we receive the returned material, the warehouse will restock it and a refund will be issued.


Refunds

After shipping the product back using the Return Process, please contact us with the return tracking number to ensure your refund is processed as quickly as possible. Once your Returned Material is received back to us and processed by the warehouse, your refund will be completed.

You will be refunded back to your original form of payment. Refunds are processed on the next business day following our re-stocking of your returned materials. Total processing days will vary based on days for shipping and re-stocking.