Refunds & Returns
THE RETURN PROCESS
To expedite the handling of your return, we recommend including a copy of your order confirmation with your return. We also recommend using the original packaging to return your product to us. Once the item is received, we will process return/exchange. You may use the carrier of your choice, but we strongly recommend using a traceable and insured form of delivery. Please retain the tracking number for your records. We are not responsible for packages you ship that are deemed lost in transit. Please contact your local shipping provider for resolution. We recommend retaining a copy of all shipping correspondence for your own records.
Ship your return to the following address: ThroGlo, 24 Brophy Drive, Ewing, NJ 08638
Once your return is received, your refund or exchange will be processed within 7 to 10 business days. You will receive a confirmation email when your return has been processed. Once your return has been processed, a refund may take up to 7 to 10 days to appear on your account, depending on your bank or credit card issuer.
For a damaged product to be eligible to receive a pre-paid return label, the following conditions must be met:
- The damage issue must be reported to ThroGlo™ within 5 days of your receipt of the product delivery date. Photographs of all original packing, including exterior product wrapping and shipping labels must be provided to ThroGlo in order to process a claim.
- ThroGlo™ must be contacted within 5 days if products are damaged as a result of shipping or is missing piece(s).
- A detailed description of the damage or missing piece must be provided.
- Product(s) returned in the condition it was received.
After the 5 day period, customer will be responsible for the cost of return shipping on all eligible returned or exchanged game sets. Again, we are not responsible for packages you ship that are deemed lost in transit. Please contact your local shipping provider for resolution.
NOTE: ThroGlo™ is not liable for missing packages with confirmed delivery by courier. An insurance claim will be opened with the carrier and a replacement set will only be issued once the carrier has approved the claim.
ThroGlo™ will not accept product returns for the following:
- Broken products due to misuse or damage caused by carelessness or neglect or issues associated with improper battery usage or over charging of Li-ion batteries.
- Due to Covid-19 returns on clothing or wearable merchandise will not be accepted.
All returns including, used or unused game sets that are in like-new / undamaged condition will incur a 18% restocking fee when game sets are returned in original packaging within 30 days of date of purchase. Game sets will not be accepted for return after 30 days.
- Once a return is approved, a replacement or credit will be issued.
- You will be notified via email once the return has been processed.
- Return products must be received and accounted at ThroGlo™ warehouse before credit notes are made available for future orders or replacements can be sent:
- A replacement or credit will be issued within 7-10 calendar days of receipt at ThroGlo warehouse.
- Original shipping and handling costs are non-refundable including shipping and handling charges associated with delivery on game sets and items marked with free shipping.
CANCELING AN ORDER
Once orders have shipped from our warehouse they cannot be cancelled.
IN THE EVENT OF ANY PERCEIVED ABUSE OF THROGLO™ SATISFACTION GUARANTEE, TO BE DETERMINED AT THE SOLE DISCRETION OF THROGLO™ LLC, A RETURN OR EXCHANGE MAY NOT BE HONORED.