Refund policy
Returns Policy
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within 4 weeks of giving your package to the return shipper; however, in many cases, you will receive a refund more quickly. This period includes the transit time for us to receive your return from the shipper (5–10 business days), the time it takes us to process your return once we receive it (3–5 business days), and the time it takes your bank to process our refund request (5–10 business days).
If you need to return an item, simply contact us at info@promiseepoxy.com so we can process a return request and send you a return label.
International Orders and Returns
There will be no returns accepted for international orders. Additionally, because a shipping forwarder is used for international orders, shipping times may vary and change, as the transit time is longer and is shipping from inventory located in the United States. Shipping/delivery time is never guaranteed on International orders.*
*Please also consider transit time from our warehouse to our shipping forwarder (2–3 business days).
Same-day shipping only applies to orders placed in the United States.
Are the packages insured?
By default, all international shipments are insured. We insure for loss of delivery, damages during transit, and shortfalls (such as if some items are missing). We will need some proof (usually a photo) from the consignee to file a claim. We settle all claims 45 days after the shipment was dispatched. We have to wait for 30 days to make sure that the delivery is not misrouted.
Handling Times
Orders placed before 1pm EST will typically ship same day.
Our standard lead times are two business days for ground packages and two weeks for freight shipments. We know you’re eager to get your order, so if there’s an opportunity to ship your package sooner, we’ll make it happen. While we aim to meet or exceed these timelines, please keep in mind that factors such as order size and shipping destination may affect delivery times. If you have any questions about your order or need assistance, our support team is always here to help.
Customer Service Hours of Operation
Monday-Friday
8 AM – 8 PM EST
Holidays will affect handling time. Promise Epoxy recognizes all holidays that our shipping carriers recognize. For more information, please check the shipping carrier website for the holiday schedule.
Shipping Times
Shipping time is dependent on what item was purchased, how heavy the order is, and how far away you live from our shipping facilities.
If you choose any of our free shipping methods, then we will ship the order out as economically as possible based on these US carriers: FedEx. We do not allow our customers to specify which carrier we use. If you desire, you can select from multiple shipping methods at the checkout section. Shipping fees will be charged accordingly.
We are proud that we can offer our customers a free shipping option that saves them money. Typically, this free shipping method takes about 2–3 business days, but can sometimes be longer by up to 5 business days.
If you have any questions regarding shipping or handling, please feel free to contact us.
1-833-769-9776