Shipping & Returns
At Gear Club Direct, we want you to be satisfied with your purchase. We understand that sometimes once you receive a product, it may not be what you needed or wanted. We therefore gladly accept your eligible return within 15 days of the delivery date. After 15 days from the delivery date, all sales are final.
The Return Process
Customers must obtain pre-authorization to return any product. To submit a return request, simply log into your account and request a return. One of our sales representatives will contact you within 24-48 business hours. If you don't have an account with us, please open a support ticket providing as much detail as possible and specifying whether you want a refund or exchange.
Please note: Any item returned without pre-authorization will not be accepted. Items returned to Gear Club Direct without authorization, or not meeting our return policy conditions, may be sent back to the customer at the customer's expense upon request, otherwise, they will be abandoned and disposed of after 30 days.
All returned merchandise must be shipped prepaid and insured. Gear Club Direct does not refund shipping and handling charges incurred to return items to us, including packaging materials, boxes, etc. Make sure to keep track of the tracking number. Gear Club Direct will not be held responsible for returns lost or damaged during transit.
Gear Club Direct reserves the right to refuse any return that is not made in accordance with the guidelines stated herein. All returned products must be:
Pre-authorized
Include ALL original packaging
Have no packaging with writing or defaced in any way
Be in their original box with UPC still attached, unregistered, with no missing, damaged or altered serial numbers
or pre-authorization will be revoked and/or item refused, at our sole discretion.
Returns are inspected at our warehouse upon receipt. After a product technician has received, inspected and approved the return, a refund will be issued for the amount of the original purchase price, less shipping charges, 3% credit card fees (if applicable) and restocking fees. (For items ordered under our free shipping promotion, shipping charges incurred on our behalf will be deducted from the refund amount. Initial shipping is only free when you keep the purchased item) A refund or exchange is typically processed within 2-5 business days, however processing time may vary depending on daily return volume. Thank you in advance for your patience.
Return Policy Guidelines
No product returns will be accepted more than 15 days after delivery date.
No product returns will be accepted for non-returnable items.
We cannot accept returns of damaged merchandise that was not inspected by the customer at time of initial delivery and not reported or claimed within 72 hours of receipt. If a customer signs for a delivery and reports no damage to the shipping company or us, it is then the customer's responsibility to file a claim with the shipping company to recover damages.
Please note that we can only process returns and refunds for items purchased from Gear Club Direct.
No credit will be given if a customer returns a product to us without pre-authorization.
If for any reason the carrier cannot deliver and a package is returned to us, either as undeliverable or refused by customer, the customer will be responsible for the initial shipping charges incurred by Gear Club Direct as well as return shipping charges and costs charged by the carrier for the return or refusal. Restocking fees will also apply.
Defective Items
A defect implies an imperfection in manufacturing compared to what the item was designed for. If you received an item that is not working properly, and you have performed troubleshooting techniques with a Gear Club Direct representative or the manufacturer and are still experiencing an issue, you may have received a defective product. For your convenience, customers in the contiguous United States will receive a printable prepaid shipping label for defective returns.
Once we receive your return, it will be inspected (serial numbers also) and thoroughly tested by a technician. Once we have verified the defect, we will exchange the defective product for a brand new one or issue a refund if you choose to decline a replacement. For products that are returned as defective but after inspection are found not to be defective, the customer will be fully responsible for all shipping charges, including the cost of retrieval, 3% credit card fees and minimum 20% restocking fees.
Restocking Fees
Maintaining trust with our customers is of paramount importance to us. This means communicating clearly and honestly, particularly regarding a product's condition. When we sell an item as "New", it must be absolutely "never touched by anyone since manufacturer-new." This means that products that have been opened for any reason can no longer be resold in good faith as "New." Even if you only opened the box once, looked inside and decided to "change your mind", for the next customer, that item is no longer "New." Therefore, if you return non-defective equipment, we must resell it as "Open Box" to the next customer - even if it still looks, sounds and smells like a new product. This is the same level of honesty and courtesy we extended to you when you purchased as well.
Therefore, due to the time and expense involved in inspecting and processing a return, and since equipment that is returned to us must be heavily discounted to be resold as "Open Box", all returned merchandise is subject to restocking fees, regardless of condition, as outlined below:
Non-defective merchandise that is returned for refund in unopened condition with GCD tape intact, resaleable as "new" is charged a nominal 5% restocking fee (minimum $5). These can often be reduced to 0% when returned merchandise is exchanged for merchandise of equal or greater value at time of return or at manager's discretion.
Non-defective merchandise that is returned for refund in opened condition, resaleable as "like new", which is in its original box or packaging including all packing materials, blank warranty cards, manuals and accessories is charged a 20% restocking fee (minimum $5). These can often be reduced to 10% when returned merchandise is exchanged for merchandise of equal or greater value at time of return.
Any non-defective merchandise returned in opened, "non-new" condition, or showing excessive wear, or with missing contents or packaging, or with return address or other writing on product box or shipping box, or with product box sealed with tape, GCD tape tampered with, will automatically result in revocation of return authorization, in which case item may be returned to customer at customer's expense upon request, otherwise they will be abandoned and disposed of after 30 days.
IMPORTANT INFORMATION regarding FOG, HAZE, SNOW and BUBBLE machines: Since the use of any non-seller approved fluid in the machine will void the manufacturer's warranty and require us to send it back to the manufacturer to be reconditioned/repaired then later resold as a refurbished unit at a heavily discounted price, any atmospheric machine returned showing signs of use or with fluid in the lines will incur mandatory 50% restocking fees.
Reasons for Restocking Fees
To resell the item at a reduced price based on its condition
Administrative costs associated with processing and handling a return
Technical inspection of product and verification
Reboxing merchandise to manufacturer standards
Repair of packaging defaced by writing, markers or tape
Recovery of costs for products missing parts, instructions or packing materials
Cost of restocking product and adding to inventory levels
Non-Returnable Items
Although we maintain a very liberal return/exchange policy and try our best to be as accommodating as possible, there are certain items that simply cannot be returned for very specific reasons. Unfortunately, these exceptions are necessary.
Merchandise with missing, damaged or altered serial numbers
Merchandise where UPC has been removed from product box or packaging
Fluids, cleaning products and maintenance products cannot be returned once opened as their contents may have been compromised
Personal items (i.e. microphones, ear plugs, in-ear monitors, talk-boxes, needles, etc.) and any other item that touches your mouth, nose or inner ear cannot be returned once opened for health and hygiene reasons
Passive speakers and subwoofers since they are all special order these days due to low demand
CD-R, CD-RW, minidisc, FlashROM or any other media cannot be returned due to the possibility they may have been used
Accessories and spare parts (i.e. crossfaders, power supplies, lamps/bulbs, cartridges/styli, slipmats, raw speakers/drivers, electrical parts, batteries, bulk cable, carpet, gobos, knobs, etc.) cannot be returned due to the possibility they may have been used.
Items that would not normally be stocked (i.e. discontinued items, closeouts, clearance items, open box) cannot be returned unless defective
Special orders and non-returnable items, since these items are specifically ordered for you, cannot be returned. For any issues with a special order item, please contact the manufacturer directly
Gift cards and gift certificates are only redeemable for merchandise. They cannot be returned, exchanged or refunded for cash.
Additional information for financed lease returns
Orders purchased and financed via "leasing" are considered final sale, as leasing companies hold purchased products as collateral. Make sure you know exactly what equipment you want to order in advance, as once a "Lease" transaction has been finalized, we can no longer make changes to items or quantities, depending on the leasing company. If a finance company authorizes a return, interest paid to them is non-refundable.
Promotional Items and Discounts
Any product that is returned without the promotional item(s) included in the original transaction will have the value of the promotional item deducted from the refund amount, including gift card offers. This also includes the value of our free shipping promotion and 3% credit card fees.
Shipping Refusal
If a customer refuses merchandise that was to be delivered to them without going through our return process to receive a return authorization, the customer will be responsible for both the shipping charges to send the package(s) to the customer and the shipping charges incurred by Gear Club Direct to have the package(s) returned to us. We will also charge a 15% handling fee to cover the additional costs of processing the order.
Likewise, Gear Club Direct will not be responsible for consequential or incidental damages resulting from the sale or use of any merchandise purchased from us, or failure to receive merchandise in a timely manner. Gear Club Direct's liability is limited to the monetary value of the merchandise.
Cancellations - Can I cancel my order?
It's important to note that once an order has been placed, it may be difficult or impossible to cancel, depending on each unique situation. Cancellation requests must be sent in writing via our support ticket system, or by contacting your direct sales representative. We will make every effort to do so, when possible.
In Stock Items
Usually ships within 24 business hours (unless it's a holiday or during the weekend, in which case shipping occurs the next business day). Once an order is prepared for shipping and a label has been created, an automated email will be sent with your order status change, once an order has left the warehouse (1PM CST), the order cannot be canceled.
Out of Stock Items
Out of stock items are the easiest to cancel, and we can do so up until the time they are ready to ship. Usually, we send you an email confirming your out of stock and provide you with an estimated ETA. You have until that estimated ETA to cancel your order
Drop Shipped Items
Items that are shipped directly from the manufacturer typically can only be canceled if the manufacturer is out of stock on the product. If they have the item(s) in stock, we typically can only cancel with them if the order hasn't been processed by them yet. These orders may continue to be labeled in your account as Out of Stock, Pending, Processing or Shipping from vendor even if already shipped, as orders are not updated to Shipped until after the vendor has provided us with proper documentation
Special Order Items
We cannot cancel "Special Orders."
At Gear Club Direct, we want you to be satisfied with your purchase. We understand that sometimes once you receive a product, it may not be what you needed or wanted. We therefore gladly accept your eligible return within 15 days of the delivery date. After 15 days from the delivery date, all sales are final.
The Return Process
Customers must obtain pre-authorization to return any product. To submit a return request, simply log into your account and request a return. One of our sales representatives will contact you within 24-48 business hours. If you don't have an account with us, please open a support ticket providing as much detail as possible and specifying whether you want a refund or exchange.
Please note: Any item returned without pre-authorization will not be accepted. Items returned to Gear Club Direct without authorization, or not meeting our return policy conditions, may be sent back to the customer at the customer's expense upon request, otherwise, they will be abandoned and disposed of after 30 days.
All returned merchandise must be shipped prepaid and insured. Gear Club Direct does not refund shipping and handling charges incurred to return items to us, including packaging materials, boxes, etc. Make sure to keep track of the tracking number. Gear Club Direct will not be held responsible for returns lost or damaged during transit.
Gear Club Direct reserves the right to refuse any return that is not made in accordance with the guidelines stated herein. All returned products must be:
Pre-authorized
Include ALL original packaging
Have no packaging with writing or defaced in any way
Be in their original box with UPC still attached, unregistered, with no missing, damaged or altered serial numbers
or pre-authorization will be revoked and/or item refused, at our sole discretion.
Returns are inspected at our warehouse upon receipt. After a product technician has received, inspected and approved the return, a refund will be issued for the amount of the original purchase price, less shipping charges, 3% credit card fees (if applicable) and restocking fees. (For items ordered under our free shipping promotion, shipping charges incurred on our behalf will be deducted from the refund amount. Initial shipping is only free when you keep the purchased item) A refund or exchange is typically processed within 2-5 business days, however processing time may vary depending on daily return volume. Thank you in advance for your patience.
Return Policy Guidelines
No product returns will be accepted more than 15 days after delivery date.
No product returns will be accepted for non-returnable items.
We cannot accept returns of damaged merchandise that was not inspected by the customer at time of initial delivery and not reported or claimed within 72 hours of receipt. If a customer signs for a delivery and reports no damage to the shipping company or us, it is then the customer's responsibility to file a claim with the shipping company to recover damages.
Please note that we can only process returns and refunds for items purchased from Gear Club Direct.
No credit will be given if a customer returns a product to us without pre-authorization.
If for any reason the carrier cannot deliver and a package is returned to us, either as undeliverable or refused by customer, the customer will be responsible for the initial shipping charges incurred by Gear Club Direct as well as return shipping charges and costs charged by the carrier for the return or refusal. Restocking fees will also apply.
Defective Items
A defect implies an imperfection in manufacturing compared to what the item was designed for. If you received an item that is not working properly, and you have performed troubleshooting techniques with a Gear Club Direct representative or the manufacturer and are still experiencing an issue, you may have received a defective product. For your convenience, customers in the contiguous United States will receive a printable prepaid shipping label for defective returns.
Once we receive your return, it will be inspected (serial numbers also) and thoroughly tested by a technician. Once we have verified the defect, we will exchange the defective product for a brand new one or issue a refund if you choose to decline a replacement. For products that are returned as defective but after inspection are found not to be defective, the customer will be fully responsible for all shipping charges, including the cost of retrieval, 3% credit card fees and minimum 20% restocking fees.
Restocking Fees
Maintaining trust with our customers is of paramount importance to us. This means communicating clearly and honestly, particularly regarding a product's condition. When we sell an item as "New", it must be absolutely "never touched by anyone since manufacturer-new." This means that products that have been opened for any reason can no longer be resold in good faith as "New." Even if you only opened the box once, looked inside and decided to "change your mind", for the next customer, that item is no longer "New." Therefore, if you return non-defective equipment, we must resell it as "Open Box" to the next customer - even if it still looks, sounds and smells like a new product. This is the same level of honesty and courtesy we extended to you when you purchased as well.
Therefore, due to the time and expense involved in inspecting and processing a return, and since equipment that is returned to us must be heavily discounted to be resold as "Open Box", all returned merchandise is subject to restocking fees, regardless of condition, as outlined below:
Non-defective merchandise that is returned for refund in unopened condition with GCD tape intact, resaleable as "new" is charged a nominal 5% restocking fee (minimum $5). These can often be reduced to 0% when returned merchandise is exchanged for merchandise of equal or greater value at time of return or at manager's discretion.
Non-defective merchandise that is returned for refund in opened condition, resaleable as "like new", which is in its original box or packaging including all packing materials, blank warranty cards, manuals and accessories is charged a 20% restocking fee (minimum $5). These can often be reduced to 10% when returned merchandise is exchanged for merchandise of equal or greater value at time of return.
Any non-defective merchandise returned in opened, "non-new" condition, or showing excessive wear, or with missing contents or packaging, or with return address or other writing on product box or shipping box, or with product box sealed with tape, GCD tape tampered with, will automatically result in revocation of return authorization, in which case item may be returned to customer at customer's expense upon request, otherwise they will be abandoned and disposed of after 30 days.
IMPORTANT INFORMATION regarding FOG, HAZE, SNOW and BUBBLE machines: Since the use of any non-seller approved fluid in the machine will void the manufacturer's warranty and require us to send it back to the manufacturer to be reconditioned/repaired then later resold as a refurbished unit at a heavily discounted price, any atmospheric machine returned showing signs of use or with fluid in the lines will incur mandatory 50% restocking fees.
Reasons for Restocking Fees
To resell the item at a reduced price based on its condition
Administrative costs associated with processing and handling a return
Technical inspection of product and verification
Reboxing merchandise to manufacturer standards
Repair of packaging defaced by writing, markers or tape
Recovery of costs for products missing parts, instructions or packing materials
Cost of restocking product and adding to inventory levels
Non-Returnable Items
Although we maintain a very liberal return/exchange policy and try our best to be as accommodating as possible, there are certain items that simply cannot be returned for very specific reasons. Unfortunately, these exceptions are necessary.
Merchandise with missing, damaged or altered serial numbers
Merchandise where UPC has been removed from product box or packaging
Fluids, cleaning products and maintenance products cannot be returned once opened as their contents may have been compromised
Personal items (i.e. microphones, ear plugs, in-ear monitors, talk-boxes, needles, etc.) and any other item that touches your mouth, nose or inner ear cannot be returned once opened for health and hygiene reasons
Passive speakers and subwoofers since they are all special order these days due to low demand
CD-R, CD-RW, minidisc, FlashROM or any other media cannot be returned due to the possibility they may have been used
Accessories and spare parts (i.e. crossfaders, power supplies, lamps/bulbs, cartridges/styli, slipmats, raw speakers/drivers, electrical parts, batteries, bulk cable, carpet, gobos, knobs, etc.) cannot be returned due to the possibility they may have been used.
Items that would not normally be stocked (i.e. discontinued items, closeouts, clearance items, open box) cannot be returned unless defective
Special orders and non-returnable items, since these items are specifically ordered for you, cannot be returned. For any issues with a special order item, please contact the manufacturer directly
Gift cards and gift certificates are only redeemable for merchandise. They cannot be returned, exchanged or refunded for cash.
Additional information for financed lease returns
Orders purchased and financed via "leasing" are considered final sale, as leasing companies hold purchased products as collateral. Make sure you know exactly what equipment you want to order in advance, as once a "Lease" transaction has been finalized, we can no longer make changes to items or quantities, depending on the leasing company. If a finance company authorizes a return, interest paid to them is non-refundable.
Promotional Items and Discounts
Any product that is returned without the promotional item(s) included in the original transaction will have the value of the promotional item deducted from the refund amount, including gift card offers. This also includes the value of our free shipping promotion and 3% credit card fees.
Shipping Refusal
If a customer refuses merchandise that was to be delivered to them without going through our return process to receive a return authorization, the customer will be responsible for both the shipping charges to send the package(s) to the customer and the shipping charges incurred by Gear Club Direct to have the package(s) returned to us. We will also charge a 15% handling fee to cover the additional costs of processing the order.
Likewise, Gear Club Direct will not be responsible for consequential or incidental damages resulting from the sale or use of any merchandise purchased from us, or failure to receive merchandise in a timely manner. Gear Club Direct's liability is limited to the monetary value of the merchandise.
Cancellations - Can I cancel my order?
It's important to note that once an order has been placed, it may be difficult or impossible to cancel, depending on each unique situation. Cancellation requests must be sent in writing via our support ticket system, or by contacting your direct sales representative. We will make every effort to do so, when possible.
In Stock Items
Usually ships within 24 business hours (unless it's a holiday or during the weekend, in which case shipping occurs the next business day). Once an order is prepared for shipping and a label has been created, an automated email will be sent with your order status change, once an order has left the warehouse (1PM CST), the order cannot be canceled.
Out of Stock Items
Out of stock items are the easiest to cancel, and we can do so up until the time they are ready to ship. Usually, we send you an email confirming your out of stock and provide you with an estimated ETA. You have until that estimated ETA to cancel your order
Drop Shipped Items
Items that are shipped directly from the manufacturer typically can only be canceled if the manufacturer is out of stock on the product. If they have the item(s) in stock, we typically can only cancel with them if the order hasn't been processed by them yet. These orders may continue to be labeled in your account as Out of Stock, Pending, Processing or Shipping from vendor even if already shipped, as orders are not updated to Shipped until after the vendor has provided us with proper documentation
Special Order Items
We cannot cancel "Special Orders."
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