Shipping and Returns
PLEASE BE ADVISED: Shipping rates have drastically gone up. We're doing our best to continue to offer free shipping when we can. However, due to the increase in shipping fees, the minimum threshold for order amounts to receive free shipping (when available) has increased. If the free shipping promotion is not active at the time - our website calculates LIVE RATES from the carrier for all shipping for the lower 48 United States using a weight-based & sized shipping calculator. If you would like a custom shipping estimate or if you are outside the lower 48 United States, please contact us at firstname.lastname@example.org or call 1.800.927.0404. All orders that receive custom shipping estimates must be placed over the phone.
All packages are sent signature required unless requested otherwise. If delivery method without signature request is chosen, the signature requirement is waived, the customer accepts full responsibility for any missing and/or lost packages. Additional shipping costs for rejected or returned to shipper packages are the responsibility of the customer. Tracking information is sent once the order has been processed and shipped. Balance Factor, Inc. is not responsible for customs fees incurred from importing goods. To make custom arrangements, please email us at email@example.com.
Customers are responsible for providing an accurate shipping address.
To prevent any shipping delays, please double check that the address listed in your order confirmation email is correct.
Balance Factor is not responsible for unfortunate events such as misplaced, lost or stolen packages, during the time of transit. Under all circumstances USPS is responsible for any of all mail pieces that undergo USPS delivery services. We will do our best to assist all customers regarding missing packages.
All claims will be thoroughly reviewed case by case; claims may take up to 3 weeks to process. Once USPS responds to your claim we will be able to take further proper actions to resolve this mishap. Until then, your kind patience is much appreciated as we work with USPS.
Filing a claim does not guarantee USPS will partially or fully compensate/reimburse you for your lost/stolen package, but we will do our best to assist you through the process.
We do offer overnight delivery: Overnight orders must be received before 2PM PST during our normal operating hours/days, in which your order will be processed, packaged the next business and shipped out. Rate is based upon weight and destination.
All shipments are delivered through either USPS Priority or FedEx with a signature confirmation required unless waived by customer approval. In which then the customer takes full responsibility of delivery of package.
Will Call Pickup lets you buy items online and pick them up at our Garden Grove, CA warehouse location. You avoid shipping and scheduled delivery charges – and you may be able to get your order faster.
Here's how it works:
- During checkout, choose Local WILL CALL Pickup
- Orders are normally fulfilled and ready for customer pickup within 1 – 2 hour. YOU WILL RECEIVE AN EMAIL ONCE YOUR ORDER IS READY FOR PICKUP
- Bring your ID, credit card used, and order number
- We’ll hold your items for 5 days. If you don’t make it in by then, we’ll cancel the order and refund your method of payment
- If you cannot pick up your order within 5 days contact customer service to prevent your order from cancelling and extend Will Call pickup time frame
Bring to retrieve your order:
- Your government-issued photo ID
- The credit card used for the purchase
- Your order number
Pick up location:
Will Call pickup is located at 11400 Knott St Garden Grove, CA 92841 at the back of the warehouse building. Please follow the signs to the back of the building and enter through the door labeled "Will-Call".
Monday – Friday between the hours of 9am – 5:30pm.
Orders placed after 5pm will be available for pick up the next business day.
You can pick up your order yourself or choose someone else to pick it up. To have your order picked up by someone else, you must place that information in the notes section when placing the order. You’ll need to provide the pickup person’s name and phone number. Your pickup person will need to show his/her ID and the order number at the store.
Only you- or the person on the order notes – can pick up your items.
Balance Factor will accept returns or exchanges on UNOPENED products for up to 30 days after receipt for store credit of the original purchase price (excluding shipping).
Please include the following information when acquiring about a return: Name order was placed under, order number (not customer ID) product(s) being returned, reason(s) for return, telephone number and/or email address.
Once the return is approved, you will receive an RA#. This number must appear on the outside of the package. All shipments without a valid RA# will be delayed in refund processing.
Once the return is received, we will issue a store credit. It is the responsibility of the customer to pay for return shipping.
Please contact customer service during our normal business hours, MON-FRI 9am to 5:30pm PST at 1.800.927.0404 for more information on returning an item. Thank you.