Returns, Refunds, and Cancellations

Orders may be cancelled only if it has not been cut. This generally happens within 1-4 hours after an order has been placed. Because our processes are extremely time-sensitive, requests for cancellation must be taken by phone to ensure the request is handled as quickly as possible. Each item sold on our website is cut from a larger piece of material ordered from a mill or other distributor. Once an order is cut, it cannot be cancelled. Depending on the circumstances, exceptions may be made at management’s discretion, and may include a re-stocking fee. Special items ordered for customers from our other suppliers are subject to the supplying vendor’s return policy, and may incur a re-stocking fee if an item is deemed eligible for return.

Time: Please call (do not email) to cancel or alter an order within 30 minutes to 60 minutes, or as quickly as possible.

Method of refund: Funds will be returned to the buyer in the same form Alcobra received the initial payment. At the customer’s request, the value of a returned or refunded order may be applied to an open credit for future purchases. Orders are refunded only after the returned items are received by Alcobra, and are determined to be in the same condition as they were initially shipped.

Returned items: Orders will be refunded only after the returned item(s) are received by Alcobra and determined to be in the same condition they were initially shipped.

Charges: If a customer is returning an item mistakenly shipped by Alcobra, we will pay any necessary shipping costs. Let us know the cost of shipping by providing a receipt or ask for us to provide a shipping label to you. If a customer is returning an item approved for a return/refund by Alcobra that was not shipped by mistake or incorrectly, the customer is responsible for any shipping costs.

Contact: For inquires regarding returns, refunds, or cancellations for online orders, please contact Devan at devan@alcobrametals.com or call 509-482-4435.

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