Cancellations and Returns

Cancellations

If you have submitted an order by telephone or fax, please contact a sales associate to determine whether your order can be changed or canceled.
 
If ordering online, we encourage you to use Stuller.com's Schedule Order feature, which will allow you to make changes to your order prior to it being submitted at your cutoff time. Once an online order has been submitted, you will need to contact a sales associate to determine whether your order can be changed or canceled.
 
Items special ordered, altered, cut, or manufactured to your specifications, including Stuller Studio orders, cannot be canceled or accepted for credit or exchange. Please keep this in mind when placing your order.
 

Returns

If you are not satisfied and need to return merchandise, we will give you full credit, provided you follow these procedures:
Returns of Red Box Diamonds®, Black Box Gemstones® and Finished Goods are to be received by Stuller within 10 days of invoice date. All other returns are to be received by Stuller within 30 days of invoice date. Items with manufacturing defects may be returned for exchange at any time.
  • Please return the merchandise in its original condition and packaging, including envelopes, bags and boxes. Send with the completed Merchandise Return and Order Form from your invoice. Merchandise returned without this form or a copy of the invoice may be charged a service fee of $10.00, or we may return the merchandise to you at your expense.

  • Package merchandise securely, insure it, and ship it to: Stuller, Inc., Attention Customer Service, 302 Rue Louis XIV, Lafayette, LA 70508

  • Or, take advantage of one of these two easy-to-use services:

    1. We can provide you with a FedEx PRP label, so that you can schedule a FedEx pick-up or bring your package to a FedEx drop off location. We will then process your return and your credit invoice will be charged the flat rate of $8.50 on packages weighing less than five pounds, and valued at $1000 or less. If you would like to receive some of these labels, you may request them with your next order.
    2. You can schedule a UPS pick-up on your own and print the return label from the convenience of your own computer. This service is available for packages weighing less than five pounds and value at $1000 or less. To take advantage of this service, visit http://stuller.upsrow.com. No need to prepay the shipping charges. When your return is processed, a flat rate of $6.50 will be deducted from your credit invoice.

  • Except for specific Stuller programs that make provisions for merchandise ordered for review (i.e., Finished Goods, Red Box Diamonds®;, Black Box Gemstones®; ), products cannot be ordered for review. Such returns will be charged a 15% restocking fee. A 15% restocking fee may also be charged for all returns from customers who consistently abuse the return privilege.

  • Refused, undeliverable, or unclaimed packages will be charged a 10% handling fee, plus postage.

  • We regret that we cannot accept returns on books, videotapes, or DVDs.
Stuller cannot be held responsible for returned merchandise if these procedures are not followed.

Thank you for adhering to these policies. If you have any questions concerning the return of merchandise, or credit for the return of merchandise, please contact our Customer Service Department at 1-800-877-7777, #3 on the menu, or send an email to info@stuller.com.