Start with a phone call
Call (515) 395-4110 or email Vince@XPSXpress.com before sending anything back. We will tell you whether the item can be returned and how to get it to us. Returns that turn up unannounced are hard to match to an order and slow everything down.
What we can take back
Unopened, unused product in its original packaging, with proof of purchase.
Call us before you send anything and we will tell you three things up front: whether that item can come back at all, whether a restocking fee applies to it, and who pays the return shipping. Those depend on the product and on why it is going back, and you will hear the answer before you spend anything getting it to us — not after.
What we cannot take back
Opened or partly used chemicals. Once a pail of resin or hardener is opened we have no way to know how it was stored or what went into it, and we will not resell it to the next contractor. This is standard across the coatings trade and it is a safety position, not a sales one.
Custom-tinted and custom-mixed product. Anything colored or blended to your spec was made for your job and cannot go to anybody else.
Used tooling. A diamond that has touched concrete is a used diamond.
Special orders. Items we brought in specifically for you, which we do not normally stock.
If something is wrong
Different rules apply when the fault is ours or the manufacturer's. If an item arrives damaged, is not what you ordered, or fails because of a manufacturing defect, tell us and we will replace it, refund it, or take it up with the manufacturer under their warranty. You will not pay return shipping on an order we got wrong.
Photographs help enormously — of the damage, the label and the packaging.
Machines and equipment
Powered equipment is covered by the manufacturer's warranty, and the warranty terms come with the machine. We will help you make a claim and, where we can, keep you running while it is being dealt with.
Refunds
Refunds go back to the original payment method once we have the product back and have checked it. We process them as soon as that check is done; how long the money then takes to appear is up to your bank or card issuer, not us.
Questions
(515) 395-4110 · Vince@XPSXpress.com