Customs, duties, and other fees.
We try to do our best for our international friends. We ship with no markup. However, you may encounter fees from the shipping agent you select because of "Entrance Fees" and "Brokerage Fees." We have no control over these fees and they will change from country to country. If you are concerned about additional fees, please check with your local customs office and your shipping courier. Fees incurred are the customer's responsibility. If you refuse your shipment or if your package was not claimed for any reason, your shipping fees cannot be refunded.
Backordered Items
It is crucial that you keep your contact information current. If it is not, it may delay your order process in the event of a backorder. You never need to worry about your contact information as it is kept completely private. We do not sell or share your information with anyone. That is just plain rude, and we like you.
If your backordered items total less than $10:
We will call you upon receiving your order (see scheduled download times). If we do not reach you, we will email you the same day. We will provide you with details of the closest items to those that which are out of stock for possible substitutions. In the event that we cannot reach you or that we do not receive correspondence from you, your selected items that are in stock will ship out the next business day.
If your backordered items total more than $10: We will call you upon receiving your order (see scheduled download times). If we do not reach you, we will email you the same day. We will provide you with details of the closest items to those that which are out of stock for possible substitutions. We will provide you with an estimated restock date of your items at that time as well. If the restock date is unknown or undetermined by our vendor this may be a bad sign for getting these items very soon. If a restock date is unknown, we encourage you to select alternate items. If you want to wait to see if the items will arrive in stock, you will need to let us know if you will desire substitutions should they not arrive. Orders that have backordered items will be shipped without these items after 7 calendar days unless other arrangements have been made. If items have an estimated restock date that falls between day 7 and 14, the customer may opt to continue to hold their order for these products. Orders still pending two weeks after having been placed will be cancelled; the customer will be put on a notification list for when those items arrive into stock. When the stock arrives, you may reorder then.
Order Placement Times
We download orders Monday through Friday twice per day. If you place your order after our batch processing time, it will be received upon the following download. If you have time strict time considerations, please speak to one of our staff members to ensure proper delivery timing.
Doctored Locks Current Time is:
Payment
All orders must be paid in full in US funds before your order can ship.
Declined Credit Cards
If your credit card is declined, we will make one contact attempt via phone/email. Your order will be cancelled immediately unless other arrangements are made.
Returns & Exchanges
Re-shipping and Handling costs will be charged accordingly at the customer's expense.
Custom, closeout or sale items are not returnable.
Returns and Exchanges will not be accepted unless authorized.
To acquire a Return Merchandise Authorization (RMA) Number, you must email, call or fax a request within 14 days from receiving your order. Parcels without an RMA Number will be refused or returned to the customer at customer's expense.
Returned packages must be accompanied by a copy of the original invoice and must be returned in the original condition.
Product must be in the original packaging with all netting and tags in place. We will not accept merchandise that has been altered (brushed, combed, picked, cut, or washed) in any way. Merchandise packaging cannot be marked, taped or otherwise altered. All merchandise not meeting the above criteria will be refused or returned to the customer at the customer's own expense.
If a manufacturer's defect is found, please contact us immediately to replace your purchase. We will set up an RMA for your return. Once we receive the item back from you and it has been deemed defective, we will replace the item for the same brand, style and color at no cost. Replacements or missing items will be shipped out by ground shipping, regardless of the original shipping method. If merchandise is lost in transit, it will be investigated by the carrier. Upon notification by the carrier of non-delivery, the merchandise will be replaced or a credit will be applied to your account. There is absolutely NO Exchange permitted 14 days after receiving your order.
Lost Parcels
Please contact us within 4 weeks of placing your order if you have not received your package. Claims processes are time sensitive. We need to ensure that if we need to file an order claim we do not breach your selected courier's claim placement deadline. If the courier's deadline has been breached you will not be eligible for a refund.
Color Matching
Doctored Locks is not responsible for product color, color matching or color results. Product color lines may vary between manufacturer to manfuacturer. We do offer a free color matching service for customers who require the most detailed color information.
Products & Results
We make no promises or implications for any product's use nor its end results. In the event that you are unsatisfied with any product for any reason, please refer to our returns/exchange procedures.
Special Order Items
Please allow any item denoted with an asterisk * additional time to arrive. These are items for which we stock lower quantities and therefore they may not be immediately ready to fill your order.
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