Receiving Your Order
When you receive your order, be sure it is exactly what you ordered and that it fits properly before using or washing. If the item is incorrect please email customer service at questions@andoverdirect.com for assistance.
Customer Service
If you have any questions, please email us questions@andoverdirect.com. We will respond to all inquiries within 48 hours.
Placing Your Order
At this time, Andover Direct offers only online ordering.
1. Add products to your Shopping Cart. As you browse our Store, you can add a product to your shopping basket by clicking on the ADD TO CART icon next to the item description. This will take you to a page with relevant options - color, size, quantity. Click on the "Shopping Cart" button and that's it: the item is added to your Shopping Cart.
2. Final Checkout. When you want to check out, click on the View Cart icon that appears at the top of each product page and throughout the site. This button allows you to culminate your transaction, including filling in the necessary address(es), and shipping specifications. At this point, the program will automatically calculate your total, including the shipping, tax and any other applicable charges. When you're all through, click on the "Submit Order" button and the order will be submitted to us using the security protocol (SSL) which is now being used throughout the Internet.
Shipping
Andover Direct will currently only ship to customers within the United States. Most Items will ship within 2 to 15 business days. Please allow up to an additional 7 business days from the day your order has been shipped for UPS Ground Deliveries to be delivered within the continental United States. We will email a UPS tracking number, once your order has been shipped. Incorrect addresses will be subject to a $5.00 UPS correction fee. Signature required option is available for UPS shipments upon request only.
Delivery Charges
Delivery cost is $5.95, $7.95, $9.95, $11.95 or $14.95 based on the amount you order. (See chart below.)
Charges below are for first "Ship to" address. Each additional address is only $3.95. Nevada residents will also include applicable sales tax.
| Value of Order | Shipping, Packing and Handling Charge |
| $ 0.00 - 25.00 | $5.95 |
| $25.01 - 50.00 | $7.95 |
| $50.01 - 100.00 | $9.95 |
| $100.01 - 150.00 | $11.95 |
| $150.01+ | $14.95 |
Returns
There 2 scenarios for product returns:
1.) Defective Merchandise
If any products are defective at time of receipt, we will replace them at no charge to you. Please contact us via email at questions@andoverdirect.com, to receive the manufacturer's return ship address, which will vary based on the product. We will provide you with an authorization number at that time, which will expedite the return process with the manufacturer.
2.) Non-Defective Merchandise
You may return non-defective products within 30 days of receipt of your order. All merchandise must be returned in original condition (available for resale) and is not to have been used, washed or damaged in any way. The item will either be replaced or a refund will be issued upon return of item(s) by customer. For non-defective products, the customer will be credited the price of the goods minus shipping and handling and a restocking fee of 20%. Items are not eligible for return after 30 days. Items listed in the "Outlet" are non-returnable. Products listed as IRREGULAR are not returnable.
Customer is responsible for return of product(s) to correct return address. Please email customer service for shipping address and return authorization; returns received without proper authorization will not be accepted. Returns that are received used or without original packaging will not be accepted unless defective. Sheet sets that are not defective are non returnable if removed from the package they were shipped.
Please email customer service for return address, which will vary based on product.
Return authorizations will only be issued by emailing customer service. Refunds or credits are normally issued within 30 business days of receipt of return or after inspection of item, if required. Upon receipt of any return customer may be charged an additional amount for re-shipping package back to customer if item returned has been used, damaged, washed or is a non-returnable item per Andover Direct policy.
Cancellations
Cancellations will be accepted prior to shipping of order. Any cancellations should be made via email at questions@anodoverdirect.com.
Payment
We accept Visa, MasterCard, and American Express. Sorry no personal checks or money orders.
Questions
If you have any questions, please email us at questions@andoverdirect.com. We will respond to all inquiries within 48 hours.
