How to Process Returns for Ecommerce Web Orders

DO contact Ecommerce Customer Service

Monday through Friday from 7:30am - 7:00pm EST, call Customer Service at (833) 800-5906.

If after hours or weekend, email

DO NOT process a refund on the customer’s credit card!

The corporate office is the merchant of record on all web orders. If the local store puts money back onto a customer’s card,

    • It is against the law
    • It creates a lot of work for a lot of people at the corporate office and JH Specialty

Things to know:

  • The return policy is 30 days from the date of purchase.

If there are extenuating circumstances, this can be extended. However, it is impossible to refund a credit card past 120 days.

  • Returned items need to be in the original packaging and have not been used and/or installed.
  • You should accept customer returns, even if the item was shipped to their address or picked up at a different Do it Best member’s store.
  • Items that are not returnable:
    • Propane tanks
    • Gas-powered equipment, unless it is in brand new, never-been-used condition
    • Personal Protective Equipment (such as face masks) if the packaging has been opened
    • Food items, toiletries, and other health/personal care products
  • Defective/damaged items are not subject to the 30-day return window. However, they must be reported within the warranty period.
  • You should not file a claim for defective/damaged items! Ecommerce Customer Service handles all claims for web orders. Customer Service will let you know if you should dispose of the item or return it to the warehouse.
  • When a customer is refunded, we email them a receipt confirming the refund. However, their card's issuing financial institution may take extra time to credit their account. (Some banks will do it within a day, but most take 3-7 business days.)
What to do:
  • Contact Ecommerce Customer Service with:
    • customer’s name
    • order information (order number, date, or whatever details you have)
    • the item being returned
    • the reason for the return
  • Customer Service will email an RGA (Return Goods Authorization) number to you.
  • Send the product back to the RSC on your weekly truck with a copy of the RGA that was emailed to you.