Returns & Exchanges
Our commitment to your satisfaction
Our Return Policy
At Incentive Supply Depot, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we're here to help.
30-Day Return Window
Most items can be returned within 30 days of delivery for a full refund or exchange. Items must be unused, in original packaging, and in resalable condition.
Return Eligibility
Returnable Items
- Unused products in original packaging
- Defective or damaged items (report within 48 hours of delivery)
- Incorrect items (we shipped the wrong product)
- Items that don't match the description
Non-Returnable Items
- Custom/personalized products (logo imprinting, name engraving)
- Perishable items (Pre-Cubed Melon, food products)
- Used or opened items (finger traps that have been deployed, opened napkin packs)
- Items damaged through misuse or improper storage
- Clearance items marked "Final Sale"
How to Return an Item
-
Contact Us
Call 1-800-555-REWARD or email returns@incentivesupplydepot.com to request a Return Merchandise Authorization (RMA) number.
-
Pack Your Return
Place items in original packaging if possible. Include a copy of your invoice or packing slip. Write the RMA number clearly on the outside of the box.
-
Ship Your Return
Send the package to the address provided with your RMA. We recommend using a trackable shipping method and retaining your receipt.
-
Receive Your Refund
Once we receive and inspect your return, we'll process your refund or exchange within 5-7 business days. Refunds are credited to your corporate account.
Exchanges
Need a different size, color, or quantity? We're happy to exchange items. Follow the return process above and indicate what you'd like in exchange. If there's a price difference, we'll adjust your account accordingly.
For urgent exchanges, contact us to arrange a cross-ship—we'll send the replacement immediately and you can return the original item afterward.
Defective or Damaged Items
If you receive a defective or damaged item, please contact us within 48 hours of delivery. We'll arrange for a replacement at no additional cost, including shipping.
Please retain all packaging materials and take photos of any damage. This helps us improve our packaging and process carrier claims if necessary.
Return Shipping Costs
| Reason for Return | Who Pays Shipping |
|---|---|
| Defective/damaged item | Incentive Supply Depot (prepaid label provided) |
| Wrong item shipped | Incentive Supply Depot (prepaid label provided) |
| Changed your mind | Customer responsibility |
| Ordered wrong item | Customer responsibility |
Restocking Fees
Most returns are processed without restocking fees. However, the following may apply:
- Large equipment returns (Waffle Cart, Melon Bar Station): 15% restocking fee
- Bulk orders over $1,000: 10% restocking fee
- Items returned without original packaging: 20% restocking fee
Restocking fees are waived for defective items or shipping errors on our part.
Need to Start a Return?
Contact our customer service team to obtain an RMA number and start your return process.