Terms of Purchase
You are personally liable for any orders that you place by telephone with Upstairs or any Upstairs owned or sponsored website, including www.comeupstairs.com. We currently accept the following methods of payment via telephone or websites: Visa, MasterCard, American Express and Discover credit cards, a debit card and electronic check.We do not accept COD orders at this time. Please note that we do not accept multiple-pay orders on debit card or electronic check transactions. In addition, Upstairs is in no way responsible for any overdraft fees or other bank charges you may incur as a result of your purchase. It is your responsibility to retain all records of your purchase in the event it may be needed in the future.
Should any personal information necessary to fulfill your order change after the time your order was placed (such as billing address, shipping address or phone number), it is your responsibility to contact us with updated information. If your order is returned to us due to being provided incorrect shipping information, you may be subject to a return shipment fee.. We highly recommend double checking all information you submit before finalizing your order.
Upstairs reserves the right to store your personal information given to us in our secure database for business purposes. If you place an order through the Upstairs website, we require an email address to send order and shipping confirmations. Your order confirmation will reflect the items ordered and the total amount to be charged.
International Orders
Currently, Upstairs has only established to ship within the United States, its territories and Canada.
If you are placing an order from Canada, you will be charged in US Dollars. If you pay by credit card, your charge will be converted to Canadian Dollars by your credit card company at the time that you are charged. If you intend to send a check or money order for your order, it must be sent in US Dollars.
If you are purchasing an item to be delivered to a Canadian address, your order total may include a flat-rate Canadian surcharge which includes any necessary customs or duty fees and other handling costs. Generally, the two Canadian surcharges we use are $9.95 USD for orders under $50.00 USD, and $14.95 USD for orders $50.00 USD and over.
For information on returning a Canadian order, please see our Return Policy.
Return Policy
Upstairs guarantees your complete satisfaction with every purchase. We offer a 30-day money back guarantee. If you are not completely satisfied with your purchase, you may return the unused portion, when used as directed (see label suggested use), for a full refund (less shipping and handling) within 30 days of the date of delivery.
Please be aware, we can only accept returns for orders placed directly through and fulfilled by Upstairs. If you purchased or ordered any of our products through another retailer, we suggest contacting that particular retailer for return information. Refunds are not available unless there is coordinating purchase history. Product samples and free promotional product are not eligible for refund. Notation of promotional product given is noted in purchase history.
All returns must be sent in original packaging. All returns must be shipped at the customer’s expense, and thus can be shipped using the customer’s choice of shipping carrier. Upstairs is not responsible for damages resulting from return shipment by the customer. It is the customer’s responsibility to insure all packages returned to us.
Please be advised that if you wish to return an item for a refund that was received as a gift, the refund will be issued to the purchaser. When you contact our Customer Service Team, please be able to provide the order number or the purchaser’s information so we may easily locate the account in our system.
Returned items are processed in the order that they are received. Please allow one to four weeks for your return to be processed and documented in our system. Any refund or exchange will be processed as soon as possible after recorded receipt of the returned item. In case of return your bank statement may not show the refund for a period of time following return.
Refund Policy
All refunds issued will be in the amount of the product cost only. Shipping and handling costs or any additional surcharges for shipping are non-refundable and non-exchangeable. All product must be returned in original packaging, or refund is forfeited. Product must be used according to suggested use.
If you choose to return your order for a refund, and payment was made by credit card, your refund will be submitted to the original credit card on file. If that credit card has since expired or will no longer accept a credit, a representative will contact you for another method of receiving payment.
If you choose to return your order for a refund, and payment was made by debit card, electronic check, personal check or money order, a refund check will be mailed to you. Please allow two-four weeks for delivery once your return is processed.
If you choose to return your order for an exchange, your account will be credited the total product cost of your original order. The credit may also be applied toward the purchase of new products. New shipping and handling charges will be applied to your second order as applicable.
Defective or Wrong Item Received
It is the customer’s responsibility to contact us within 60-days of delivery if a defective or incorrect item was received. If we are not contacted until after the 60-day period regarding a defective or incorrect item received, the customer will not be eligible for a complimentary replacement.
Shipping and Delivery Terms
All deliveries to locations in the United States may shipped from one or more warehouses or fulfillment centers located in the United States.
While we strive to deliver all orders as quickly as possible, we ask our customers to allow up to four-six weeks for delivery even though an order may be delivered in quicker time. Once an order is placed into our system, it takes time to process and fulfill. If after six weeks, you have not received your order, please contact our Customer Service Team at (661) 803-3295.
COMPANY reserves the right to use any shipping method we deem necessary. Generally, UPS is our most common shipping method. Unless you are told otherwise by a Upstairs representative, your order will be left in your mailbox or at the doorstep of the shipping address. If you require specific delivery instructions, we highly recommend calling our Customer Service Team to place your order. For more information about the UPS’s shipping procedures, please visit www.ups.com.
A shipping and handling fee is applied to all orders. The shipping and handling cost is a non-negotiable flat rate fee that covers the cost of postage as well as handling and packaging costs.
Please be advised that if you choose an expedited shipping method at an additional cost, your order still has to process through fulfillment. The expedited service starts at the time your package is shipped.
If a delivery is refused by the customer without authorization from Upstairs, a fee for return shipment and/or a restocking fee may be applied to any subsequent request for a refund.
Backorder Policy
If an item is on backorder, it may not be noted as such on our public websites. If a backordered item is ordered, we will do our best to contact the customer but cannot make any guarantee. If you are concerned your order may be on backorder, please contact us and we will give you its current status.
Generally, the customer will not be charged for a backordered item until it is available for shipment. If in-stock items are ordered with a backordered item, the customer will be charged for all in-stock items as well as full shipping and handling for the order. Once the backordered item becomes in-stock, the customer will only be charged fo the particular item and no additional shipping and handling costs.
For assistance or clarification of these policies, please contact our Customer Service Team at (661)803-3295.
Thank you,
The Upstairs Team
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