Customer Suppot FAQ
Find Answers to the most common questions
Help with My Account
How can I check the status of my order?
After placing your order, you may click the My Account link at the top right hand side of our site and select "Review orders/track packages" to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24 hours of shipment.
How do I print a copy of my receipt/invoice?
Click the My Account link at the top right hand side of our site and select "Print invoices."
I forgot my password. How do I retrieve it?
Click the My Account link at the top right hand side of our site. Under the login box click on the link that says "Forgot your password?" We will quickly send you an email you with your password.
Items on Backorder
What happens if I order an item that is not in stock?
Our goal is to ship your order as soon as possible, and the vast majority of our items are in-stock and ready to ship. However, there are occasions that require us to wait on a product to arrive from the manufacturer. When an item is backordered, we do our best to update our customers on the anticipated delivery date we receive from our manufacturers. A backorder can be canceled anytime for a full refund (so long as the backordered item has not shipped). If you need assistance with a backorder, please email us or call 1.800.774.4802.
Can I cancel my order?
No, we are unable to cancel "In-Stock Orders." With 500,000+ items in stock located in multiple distribution centers across the U.S., we have a fully automated process to move inventory and to ship it to you fast. To support our high volume our shipping department works 18 hours a day, 6 days a week. Within minutes after an In-Stock Order is placed the shipping process has begun and it's impossible to change or cancel the order once an order is placed. An "In-Stock Order" is defined as any product or order that is available for shipment at the time an order is placed. If you don't want an order, refer to our Return Policy to find out how to return.
No, we are unable to cancel "Special Orders."
Please Note: ALL Special Orders are Non-Cancelable and are Non-Returnable.
Am I required to be at home when my merchandise is delivered?
Orders that are shipped UPS
No, it is not required (but it is recommended) that our customers be home at the time of delivery for their products that are shipped via UPS.
Orders that are Shipped by Freight Carrier also known as LTL.
Yes, freight shipments must be inspected at time of delivery.
Products that are oversized and/or are too heavy cannot ship UPS ground and must be shipped via LTL (less-than-truckload) by a freight carrier. These freight carriers are private trucking companies and are also known as common carriers. At OverstockDeals we want to insure that your products arrive to you in excellent condition that is why we require that our customers be home at the time of delivery to inspect and sign for items that are shipped via LTL.
The freight company will call you in advance to arrange a delivery time and you must be present at the time of delivery to inspect all products being delivered. This is curbside delivery only. Please make sure you have made arrangements in advance to have someone help you bring any heavy or oversized items into your home. It is very important that you inspect these common carrier deliveries thoroughly before signing for them. You must check for both internal and external damage before you accept delivery. Inspect the boxes for external damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If you notice your product is damaged, refuse the package and note the damage on the bill of lading.
Any product that is inspected and refused at time of delivery due to damage will be replaced. We will send a replacement once the original product is returned, or we can charge you for the replacement and credit you upon the return of the original.
After a customer signs for the merchandise they are responsible for filing all claims with the carrier. OverstockDeals cannot accept responsibility for any damaged product once a common carrier delivery is signed for. If you have any questions regarding your delivery, please contact our customer service department at: 1.800.774.4802.
Help with Returns
What is your return policy?
At OverstockDeals, we want our customers to be happy with their purchase. We recognize there are times that once a product is delivered it may turn out to not be exactly what our customer needs or wants. We do our best to help our customers with returns - after all we are shoppers too - that is why we have a 30 Day Return Policy.
Within 30 days of receipt of your shipment, you may return any (non-special order) item in its original packaging and in 100% saleable condition for a full refund, less the restocking fee and the original shipping cost incurred by OverstockDeals. All products must be returned in 100% brand new condition - the way it was received in its original sealed manufacturer's packaging. Please click on Return Policy to view the entire policy in detail.
Is there a restocking fee?
Yes, a 15% restocking fee will be charged on all returned merchandise that is not defective. All defective merchandise may be returned within 30 days and is not subject to the restocking fee, so long as the defective merchandise is exchanged with a replacement.
Why do you charge a Restocking Fee?
The restocking fee covers:
- Administrative costs associated with processing & handling a return
- Product technical inspection and verification
- Re-boxing of merchandise to manufacturer's standards
- Repair of packaging that is defaced with writing, marker or tape
- Cost recovery for products that have missing parts, instructions or packaging materials
- Cost of restocking the product and adding it to inventory levels
How do I return my product?
Our customers must obtain a Return Goods Authorization (RGA) to return any product. Please call us at 1.800.774.4802 to initiate the RGA process. Within 2-4 days after you contact us we will email you the shipping instructions along with your RGA.
What do I do if OverstockDeals sent the wrong item?
If you are shipped an incorrect item, please call us at 1.800.774.4802 within 48 hours of receiving the product. We will provide an RGA and the shipping instructions to have the incorrect item returned to us. We will pay for the cost of shipping the item back to us and we will ship the correct product to you ASAP.
If you have any questions please email us or call us at the number below to speak with one of our Customer Care representatives.
Any questions? We can help. call 1.800.774.4802