Help - Customer Service, Shipping, Returns, Store Policies
Notice: Holiday Shipping Schedule
Contact Customer Service
email: questions@andoverdirect.com
Product Information
Looking for product sizes and measurements? Check Product Sizing and Specifications
Placing an Order and Payment Options
All orders can be placed online. We accept Visa, MasterCard, Discover, and American Express. Sorry no personal checks or money orders.
Shipping Locations
Andover Direct currently only ships to customers within the 48 contiguous United States. We DO NOT ship to Hawaii and Alaska. Sorry, no international orders. Also, we cannot ship to PO boxes – please provide a physical street address.
Shipping Times
Most items will ship within 2 to 15 business days. All items are shipped via UPS Ground. Once an order is shipped, UPS transit time will be between 1 and 6 business days, depending on shipping destination. To determine exact transit time, please check the UPS Ground Transit Map
Delivery Charges
Delivery cost is $5.95, $7.95, $9.95, $11.95 or $14.95 based on the amount you order. Please see specific information below.
| Value of Order | Shipping & Handling Charge |
| Less than $25 | $5.95 |
| $25.01 to $50 | $7.95 |
| $50.01 to $100 | $9.95 |
| $100.01 to $150 | $11.95 |
| Over $150 | $14.95 |
Returns/Exchanges/Cancellations
Returns
The Return process can only be initiated by emailing customer service. Details below. Items returned through improper procedure (e.g., refusing delivery, not following steps below) may be subject to total or partial forfeiture of refund.
**Some items we sell are not returnable. If an item is not returnable, it will be specified on the Product Detail page. Most items marked "Closeout" or "Clearance" are not returnable.
There are 2 scenarios for returns: 1.) Non-Defective Merchandise and 2.) Defective Merchandise/Shipping Error
1.) Non-Defective Merchandise (e.g., Do Not Like Color, Ordered Incorrect Size)
You may return non-defective products within 30 days of receipt of your order if the merchandise is in new condition with original packaging and accessories.
Please contact us via email at admin@andoverdirect.com. Title the email “Return Request” and include the following information:
a.) Name on the order
b.) PO Number
c.) Reason for return
Once we receive your return request, we will email you a Return Authorization Number and the manufacturer’s return address. This email will usually be sent within 2 business days of Return Request.
For non defective merchandise, the customer is responsible for return postage. Please note that it is common for us to subsidize outbound shipping charges - so, the shipping charge you pay to return an item may be substantially higher than the price you were charged for the original outbound shipment.
Returns received without proper authorization will be subject to total or partial forfeiture of refund.
All merchandise must be returned in original condition (available for resale) and is not to have been used, washed or damaged in any way. Items are not eligible for return after 30 days. Returns that are received used or without original packaging will be subject to a full or partial forfeiture of refund (unless defective). **Sheet Sets that are not defective are non-returnable if removed from the package they were shipped.
Refunds or credits are normally issued within 14 to 21 days upon return receipt, after inspection of item. Upon Andover Direct receipt of any return, customer may forfeit all or part of the refund if has been used, damaged, washed or is a non-returnable item per Andover Direct policy.
If, for some reason, you have not received a refund after 21 days, please email us, and we will quickly resolve the issue.
2.) Defective Merchandise/Shipping Errors
If any products are defective or incorrect at time of receipt, we will replace them at no charge.
Please contact us via email at admin@andoverdirect.com. Title the email “Return Request” and provide the following information:
a.) Name on the order
b.) PO Number
c.) Reason for return
Once we receive your return request, we will contact the product manufacturer. The manufacturer will then send you prepaid postage to return the product. Andover Direct will send you an email noting that prepaid postage has been sent. Upon return receipt of the merchandise, the product will be inspected and a correcting order will be sent to you within 4 to 10 business days.
Exchanges
To exchange a product, please return the item you received, following the directions above, and place a new order for the item you would like.
Cancellations
Cancellations will be accepted prior to shipping of order. Any cancellations should be made via email at questions@andoverdirect.com.
