Refund policy
RETURN / REFUND / EXCHANGE POLICY
Effective Jan. 1 2021
RETURN PROCESS
We accept returns up to 30 days after delivery, product must remain in new / unused / undamaged condition / product must be authentic and manufactured or sold by Choke Express LLC.
Returns for refunds/exchanges/credit must adhere to our simplified order returns process. To start the simplified Return process please submit a request for return to the following email address.
In this return request email you must specify your
- Your order number
- Your First and Last name
- Your contact phone number
- The item or items that you are returning
Upon completion of this email you will then receive a response via email within 5 business days, this response will include a Return Ticket Number as well as a download and Print Order Return Sheet issued by Choke Express LLC.
You can also download the Order Return Sheet from this link
https://cdn.shopify.com/s/files/1/0021/3034/6057/files/CE_RETURN_REFUND_SHEET_9.23.pdf?v=1694914480
Once you have received your Return Ticket Number, and filled out your Order Return Sheet the next step is sending your return along with the completed Order Return Sheet back to us to the following address.
To be eligible for a refund, customer must submit a completed Order Returns Sheet with their return shipment, this sheet will be used within this process as well as be our recorded record of the return.
Return process must start within 30 days of customer receiving their order.
Return must be in New / Unused condition
RETURN - / REFUND / REPLACEMENT / FUTURE CREDIT / SPECIAL ORDER / DEPOSIT POLICIES
Returns are classified in six different categories, the classification of your return is determined by the outcome you are seeking. The following guide will allow you to explore the options and pick what you fee is best for you.
- Return for Refund
- Return for Replacement / Exchange
- Return for Future Credit
- Special Order Return
- Deposit Return
- Other
- RETURN FOR REFUND POLICY -
Return for Refund products must go through our simplified process described above. When Choke Express LLC. receives your package we will verify the package contents and issue a Return Acceptance or Denial email. This email will contain the following information.
- Return status Accept / Denial
- Return Refund Value
- Scheduled payout date or dates
Acceptance / Denial will be determined on product as-is condition
Your total available Return Refund Value will be based on the following
- Purchase price
- Shipping cost
- 20% Restocking fee
Purchase price sets the basis for available return value
Shipping cost, falls within 2 brackets, orders that fall under $99 the customer almost always pays the shipping charge at time of billing. The shipping charge is not refundable. The second bracket are orders that qualify for our $99+ free shipping promotion. Orders that qualify have a shipping cost associated with the completion of the sale, this cost is a cost incurred by Choke Express LLC. This cost will be transferred back to the customer in the event of a return.
20% Restocking Fee - This fee covers business processing expenses, the time and labor to pick and pack an order, as well as the time it takes to process the return back into our inventory. This Fee may be waived or reduced at our discretion.
Simple and straight forward.
Scheduled Payout Date or Dates
We process outbound transactions Bi-Monthly, on the First and Third Monday of the month. Refunds will be paid out / processed on these days.
Returns under $499 will be processed in a single payment
Returns with a total value of $500 or more will be processed based on business health and availability of funds. Choke Express LLC may enter into a four payment installment refund paid over the following 4 payout cycles. You will be notified in advance of this.
In the event where $1,000 or more in total refunds are due out within a single payout cycle, Choke Express LLC. retains the right to delay 50% of all outgoing refund transactions for up to 30 days or make alternative agreements on a case by case basis. This applies in the event of an extraordinary situation and supersedes all other arrangements and agreements. It is only included in our policy to protect the business if such occasion may arise.
- RETURN FOR REPLACEMENT / EXCHANGE POLICY -
Our Return for Replacement policy includes full coverage for manufacturer defect or shipping damage, if your product is damaged in any way we will replace it at no charge to you
Due to the nature of our business we do not accept returns based on product performance issues. There are too many variables that are out of our control to guarantee product performance.
If you receive an order with the wrong item or an item that does not fit properly simply reach out to us via email helpdesk@chokeexpress.com these issues do arise on occasion and you will not be charged any addition shipping charges. What we will do is issue a secondary order with the correct item needed to complete your order, when this secondary order ships out we will include a free return postage label for the incorrect item, you will have 30 days to return this item or your account may billed/charged for the additional item that we did not receive back.
- RETURN FOR FUTURE CREDIT POLICY -
An alternative penalty free option when processing your Return for Refund is utilizing our future credit option.
Our future credit option automatically waives the 20% Restocking Fee on returns, instead of receiving a cash value payment returned back to you we will issue you a full retail value credit minus shipping costs, good for any future purchases on the website. You will be given the option to receive a Return Refund or Future Credit on any qualifying returns in your response email when we check/process/verify your return.
In the Example used above in our Return for Refund Policy, A 20% restocking fee is charged to cover the costs of the return process as well as the associated expenses prior to the original shipment that cause direct expenses to Choke Express LLC. without a physical sale being completed once the return is fully processed and paid back Choke Express LLC. Without the fee we would have physically done work, spent our time and energy to fulfill your order without being compensated for it, with the Future Credit option we are willing to forgo a fee in exchange for the opportunity of guaranteed future business.
At this point you have the option to Take the cash/credit refund or opt for CE Future Credit.
With CE Future Credit we waive the 20% Restocking Fee. So you would receive $140 cash value equivalent credit towards future purchases.
If you opt for a the cash value refund it will be paid in the same manner the order was processed.
Cash value refunds will be processed Bi-Monthly on the First Monday and the Third Monday of each month.
Cash value refunds that total over $500 may be subject to a payment schedule of up to 4 pay out cycles, if funds are not immediately available.
- SPECIAL ORDER - DEPOSIT REQUIRED REFUND POLICY -
Once the project is already underway the timeline to be expected for refund processing will directly be linked to when the item is completed, at which point the item will be placed for sale on the general market and sold. If the product is sold for retail price the ordering customer will only be be required to pay a cancelation penalty of 10% of the total order value. If after 30 days on market the product fails to sell and the agreed upon sale price is not met and must be reduced due to customizations requested the item will be sold via auction in the following 14 days. The difference in the upfront agreed upon purchase price and the revenue generated from auction will be recovered from the deposited funds prior to any refund being issued.
Example: Customer orders $3,000 frame complete. Pays $1,000 deposit. Proceeds to cancel the order while order is being processed. The frame will be then be completed, as requested/contracted then listed for sale. If the item does not sell for $3,000 in 30 days at retail market value and instead sells in the 2 week liquidation/auction period for $2,500, the depositing customer will forfeit $500 of the paid deposit. If the item sells for equal or more than the profit above will go to Choke Express LLC. and the customer will have their deposit returned minus the cancelation penalty.
Once the order sells the remaining refund will be dispersed to the customer via check.
The delay in the refund is due to the nature of the project, Special Order Items and Items with a Build Deposit require a large out of pocket expense to us as a business to manufacture them. Often times these expenses are larger than the baseline deposit. When building frames for example, we easily surpass $10,000 in out of pocket expenses when building a batch, from the raw materials to the components that we purchase for the builds such as buttpads, assembly hardware & front feet. Many of these items have lead times to acquire them so we order them well in advance of the build window. Deposits cover these expenses as well as cover acquisition of actions, which in itself is often more by itself than the requested deposit on a build.
When we as a company are heavily invested in a custom build we are on the hook for typically thousand of dollars in investment per frame during the build period should a customer cancel or fail to pay that applies a financial stress to the low cost deposit structure that we provide to our customers. We are not asking for deposits that exceed 50% of the retail/ market value of the items, we are only asking for what it takes to cover the base specialty expenses of the project. If you do not like or agree with the process that is in place, you always have the option to wait until the product is in stock and purchase then.
Specialty builds are done in large production volume batches, there are time where a production run and subsequent finishing processes can take up to 18 months. Choke Express Offers ZERO guarantees on timeline as we are a small business making all attempts to fill the wants and needs of thousands of customers per year. The only guarantee is we will do our best to get your order out as quickly as possible without cutting corners.
If you initiate a chargeback to recover the deposit rather than waiting for the funds to become available, we will deny any and all future orders, as well as you will forfeit your deposit to Choke Express LLC.
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Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at chokeexpress@gmail.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at chokeexpress@gmail.com and send your item to: Choke Express, 440 Wellington Place Findlay, OH 45840, United States.