Before submitting an RMA (return merchandise authorization) request, you must visit the Troubleshooting/FAQ page and complete the Common Issues section. This solves 80% of common issues that customers have with their products. If you are still having issues or feel that your product may broken/defective, please continue to the RMA request section below.
First you must request an RMA by logging into your Account (CLICK HERE) and the visit ORDERS and click on the REQUEST WARRANTY link next to your order. You will then be contacted by the Shipping Department via email concerning your RMA. Once you have received your RMA via email, pack up your product and return with all items, accessories, tools and instructions along with your RMA to the address below:
775 Dillon Dr.
Wood Dale, IL 60191
You will then be able to monitor the progress of your RMA in your Account. Once your product is received, your RMA will be processed in 24 hours. If it is received on Friday after 2pm, it will be processed the following Monday.
GROUPON CUSTOMERS: Due to the hygienic nature of this product, all sales are final unless defective and unused/unopened.
Your product must not contain any types of federally illegal substances – you must wipe down the chambers with a damp cloth and remove any material inside. And you must ship your product with your RMA.
TAO Electronics reserves the right to not process any returns if the conditions of this Return Policy are not fully met.
For all Canadian customers, you will be responsible for shipping your product back to the United States. The Canadian Customs requires that the shipping label is from the country of origin. The cost for this will be approximately $16 – $18 USD.
Returns of any defective products are entitled to a replacement only during the warranty period and in accordance with the TAO Electronics Return Policy.
Damaged/D.O.A or Incorrect/Incomplete Orders
If you receive an order that was damaged, incorrect or incomplete, please contact us immediately.
Please note: damaged or missing merchandise must be reported to us within 72 hours of the date of delivery. Failure to do so may result in the claim being denied and exclusion from our return/exchange policy.
We accept returns of all unused/unopened products for 30 days following receipt of your order. Simply send the item(s) back to TAO Electronics for a full refund (less a 15% restocking fee and any shipping costs).
In the event that an order is misplaced by your postal carrier, you must contact TAO Electronics immediately. If the item has been misplaced, we will file an insurance claim on your behalf for your order. Once the claim has been successfully processed, a replacement will be mailed out to you at no additional cost. Please note that orders over 4 months old from the date of shipment will not be eligible.
We strongly encourage customers to track their order to ensure timely delivery. Tracking can be found in your account. You will also receive email confirmation with your tracking once your order ships. In addition, you can also request tracking from our Customer Service department by contacting Customer Support at 877-418-8273 Monday through Friday 10am – 6pm CST.