Shipping & Returns

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Shipping Protection:

Battle-Tested Guarantee:

We know how important it is to receive your Chem-X products safe, sound, and on time. That’s why we are now offering the Battle-Tested Guarantee—a simple, affordable way to protect your order in case something goes wrong during transit.

Here’s what you need to know:

What Is the Battle-Tested Guarantee?

Shipping protection is offered for a small optional fee added at checkout. It covers your package against loss, theft, or damage during shipping, giving you peace of mind and ensuring a quicker resolution if your order doesn’t arrive as expected.

Why Should You Add Battle-Tested Guarantee to Your Order?

Even with the best carriers, packages can occasionally:

Get lost in transit
Arrive damaged
Go missing from a doorstep

Adding shipping protection helps you avoid the hassle of filing claims with the carrier and waiting weeks for a resolution. With the Battle-Tested Guarantee, you can file a claim on our website, and then we handle it directly, fast and easy.

What Does The Battle-Tested Guarantee Cover?

Lost packages (no tracking movement after a reasonable time)
Damaged products (bottles broken, leaking, or crushed)
Stolen packages (marked as delivered but not received)

Time Windows for Claims:

Lost packages: Must be reported within 30 days of the ship date
Damaged packages: Report within 7 days of delivery
Stolen packages: Report within 7 days of delivery (please double-check with neighbors or around your property first)

What’s Not Covered?

Packages marked as “delivered” but delayed due to weather or carrier backlog
Incorrect addresses provided at checkout
Minor cosmetic damage to packaging that doesn’t affect product integrity

How to File a Claim

If you’ve purchased the Battle-Tested Guarantee and something’s gone wrong with your order:

Battle-Tested Guarantee Claims Page

Go to our Battle-Tested Guarantee Claims Page
Enter your email and order number in the claims form
Follow the prompts, which allow you to write a brief description of the issue and attach any relevant photos (if damaged)
Submit your claim

We’ll review and resolve it quickly.

How Much Does It Cost?

Battle-Tested Guarantee Shipping Protection is just 3% of your order total, with a minimum of $0.75 and a maximum of $74.25. You’ll see it as a line item in your cart before you check out.

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. All returns are subject to a 15% restocking fee, and return shipping expenses shall be handled by the purchaser.

Non-returnable items:

Gift cards, discounted items under Garage Sale

To complete your return, we require a receipt or proof of purchase.

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 orders@chem-x.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. Send your item to: 270 Main St Unit X Agawam, Massachusetts US 01001.

Gifts:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping:

To return your product, you should mail your product to: 270 Main St Unit X Agawam Massachusetts US 01001.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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