Hansen Wholesale Policies and Contact Info
Expert Live Service
Price Quotes & Ordering:
companies do not allow us to publish prices lower than what you see on our site, so it is possible you may be entitled to a lower price for some
items, particularly if you are a reseller or trade person...so you
can either call and speak directly to one of our many "Live
Experts" or fill out the confidential email form to the left and we will
respond promptly via email or telephone. Items from the following brands cannot be sold for less than our published price unless you qualify as a trade account: Minka Aire, Minka Lavery, Metropolitan and George Kovacs
Product Info and Ordering
Phone2: 1-562-594-1249 (non USA)
Email: Information Request
Mon-Fri 7am-6pm, Sat 7am-5pm, Sun 8am-6pm (PST)
Questions About Pending Orders
Phone2: 1-562-594-1249 (non USA)
Email: Customer Service
Hours: Mon-Fri: 7-5 (PST)
Resale, Contractors, Etc.
Phone2: 1-562-594-1249 (non USA)
Email: Information Request
Hours: Mon-Fri: 8:30-4:30 (PST)
Terms and Conditions - Company Policies
Prices: Quoted prices are valid for 7 days.
Orders: Must be secured with valid payment method..
Shipping: F.O.B. Los Alamitos, CA
Send email to customer
Our customer service department operates via email and handles
inquiries regarding: order tracking, cancellations, changes, credits,
and other concerns that you might have regarding an order that has
already been placed. Please email us the following information. Typical
response time is 48 hours.
For details about returns,
order cancellations, damaged merchandise, or corrections to your
order...please read below.
VIP Guaranteed! Items
90 DAY 100% MONEY-BACK SATISFACTION GUARANTEE!
VIP Return Policy: This policy applies to all items on our site where it is clearly indicated they qualify for our VIP Return Policy or VIP Guarantee. The items we have selected to qualify for this policy are high quality products that have a long history of excellent customer satisfaction, so we are quite confident you will not want to send them back. However, we realize that sometimes things are just not what you expected once you see them. So if for some reason you do not like the item once you have opened the box and looked at it, we will gladly take it back and give you a 100% refund of the purchase price along with any shipping charges and taxes that you originally paid us for it. To receive your full credit under this VIP Return Policy, you must first get an RMA number from our customer service department (see instructions for processing a return below). The item and packaging has to be in new resalable condition. It cannot have been used, assembled or installed. It needs to be sent back to us in the original packaging with no additional markings on the box within 90 days of the purchase date. We do not cover the cost for return shipping.
To process a VIP Return, please read "Processing a Return" below
Standard 30 Day No Hassle Return Policy
Where no error was made on our part, you must contact a Hansen Wholesale Sales Associate within 30 days after the receipt of your merchandise. We will, at our discretion, issue a returned goods authorization number. Merchandise returned with our permission, subject to our inspection, will be accepted for credit less a 30% restocking fee. Returned merchandise must be freight prepaid by the customer. All merchandise must be returned undamaged, unused, and in its original packaging. If merchandise is used or has been installed Hansen Wholesale will not authorize the return and no credit will be issued.
In the unlikely event that you receive defective merchandise, you must receive a return goods authorization number from a Hansen Wholesale Sales Associate, and items must be returned within 10 days of receipt. If merchandise is returned without a return goods authorization number it will be refused. Merchandise must be returned and prepaid by the customer. Upon an evaluation by our authorized service technician we will, at our option, replace the product.
Inspect Your Merchandise:
When you receive an item that is shipped to you from a freight company, whether it is being delivered to your location or to a freight terminal, be sure to open the box or crate and inspect the merchandise before accepting and signing for delivery. We cannot be held responsible for any costs incurred to replace damaged merchandise that has been accepted and signed for. If you discover upon inspection that the merchandise is damaged, simply refuse to accept the delivery and we will replace that item at no additional cost to you once we receive the returned item from the freight carrier.
Orders for custom made merchandise are non-cancelable and non-refundable after 3 days from the time of purchase.
Our return policy does not apply to items on our site that are indicated as "Closeout Special". Closeout Specials are discontinued merchandise being sold at highly reduced prices and are NOT returnable. Although we will accept the cancellation of a Closeout Special item prior to shipping, once a Closeout Special item has been shipped, the order cannot be cancelled, refunded or returned.
Processing a Return
Getting an RMA number: All returns require an RMA (Returned Merchandise Authorization) number. Any returns sent without the proper RMA # will be refused. To request an RMA, simply email customer service at: firstname.lastname@example.org stating you would like to make a return. Please include your original invoice number along with the brand name and model number of the items you wish to return from that invoice.
If the item you wish to return was purchased as a VIP Guaranteed item, please indicate that in your email as well.
You will receive further instructions within 2 business days.
We Pay Your Sales Tax:
We will pay any sales tax that applies to your purchase during this promotion, so you do not have to worry about
additional taxes being added during checkout or when placing your order over the phone. The price you see is the price you pay!
Delivery by UPS, Federal Express, and United States Post Office: All orders will be shipped to the address provided by you and left at your door by one of these delivery agents. If you prefer your product be signed for, you must call to place your order and request this additional service. There will be an additional fee of $8.00 for Signature Required deliveries. It is understood that if you opt to not have the package/s signed for, any lost or stolen merchandise is your responsibility, provided we do have proof of delivery from the delivering agents that show the products were delivered to your designated delivery address.
Residential Freight Deliveries:
In most cases, when a freight company is used to deliver your merchandise to a local terminal, it may not be the same company that offers residential delivery. Therefore, when your merchandise arrives at the freight terminal, it may be transferred to a local delivery service.
In most cases where a residential delivery has been specified for large items we charge a flat $200.00 residential delivery fee which covers getting your merchandise delivered to your address with a lift gate. Residential delivery services are not necessarily responsible for taking items off the lift gate and bringing them into your home or garage. Some local delivery services may offer to do this for you at no charge, others may offer to do this for a fee which you can pay them directly at the time of delivery is you so choose.
Free Shipping is limited to items shipped within the Contiguous USA as detailed on our Free Shipping Policy Here!. Items indicated as Free Shipping will be delivered using the shipping method of our choice. Items that must be shipped via Common Carrier (trucked items) will be delivered to a freight terminal (see above restrictions for freight deliveries). Free Shipping for trucked items is limited to shipping costs up to $200.00. Because the cost of shipping items via common carrier changes almost daily due to fluctuating fuel surcharges, we reserve the right to not ship any order via common carrier if the cost quoted by the carrier exceeds $200.00. If this is the case, you will be notified and given the opportunity to cancel your order or cover any additional costs over $200.00 and proceed with your order. Free Shipping may not apply to discounted orders placed through a trade account or where we have matched or beat the price of a competitor, in which cases the overall delivered cost of goods has been considered in the reduction of the price.
For further information about what items qualify for Free Shipping, read our complete Free Shipping Policy Here!
If no portion of your order has shipped you may cancel your order within 48 hours of the time the order is placed. Cancellations may only be made via e-mail, no other method will be accepted.
Payment will be charged at the time merchandise is shipped. If your order contains multiple items shipping on different dates, the payment will be charged for the items shipped accordingly.
Lead times vary between manufacturers. The lead times quoted are approximate. Although, in most cases, you will receive your merchandise before the end of the lead time, back orders may occur which will delay the shipment of merchandise.
If an e-mail address is provided you will receive an e-mail confirmation of your order. If we do not receive a dispute via e-mail within 48 hours of the e-mailed confirmation, you agree to accept the terms and conditions as stated in the e-mailed attachment. If you do not have an e-mail address to receive confirmation, the terms and conditions are posted on the home page of our website and where no dispute was made within 72 hours of your order, your acceptance of the terms and conditions is assumed.
Refused merchandise without receiving an RGA# from a Hansen Wholesale Representative, will not be accepted and will be returned to the customer at their expense. For further questions regarding these policies, please email us at CustomerService@Hansenwholesale.com
Hansen Wholesale and it's subsidiaries are not liable in any case for any costs and or damages associated with the installation of products purchased
Trade accounts are subject to additional policies and mutual agreements that may or may not differ from the above policies.
Your privacy is very important to us and we want to assure you that any information that you supply to us will remain confidential and will be used for internal purposes only.
Any information that is gathered by our cookies is strictly confidential and is not shared with, or sold to any company or institution outside of our parent company.
Emails and Email Addresses: Our web site does not incorporate any hidden means of "Grabbing" your email address. The only way that we can get your email address is if you supply it to us by sending us an email, or by filling out our information request form. We will not sell or send your email address to any company or individual outside of our organization.
Newsletters and Email Solicitations: If you do correspond with us via email or supply your email address to us using our information request form, we may occasionally send you an email or email newsletter informing you of special offers, new products, or major upgrades that we make to our web site. If you do not wish for us to send these emails to you, there is an unsubscribe link included at the bottom of each email, so you can always "Opt-out" of our email list...or you can send an email to: email@example.com and simply include in your message your desire to be removed from our email list.