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SHIPPING CONDITIONS 

The customer will be responsible for any shipping fees assessed by the carrier after the product has shipped. UPS charges a $15.50 fee per box shipped for any address changes after the product has shipped. All shipping address changes must be made via email to sales@nexisemergencysolutions.com.  Address changes are not guaranteed. A sales representative will contact you about making arrangements to pay the UPS fee. If your order was placed online, the card used to place the order will be charged the additional shipping charges.

It is the customer’s responsibility to be available for receipt of shipments. Generally, shippers will make three attempts to deliver a package before holding it at the local terminal for pickup. In most instances, they will hold the package for five days before sending it back to Nexis as undeliverable. All undeliverable shipments are subject to a 25% restocking fee. The customer will be responsible for any additional shipping charges to reship the product out that was returned as undeliverable.  

All refused shipments are subject to a 25% restocking fee and the customer is responsible for all shipping fees.  

When your order ships, a tracking information email will be sent to the email on file. Shipment tracking information can be made by request via sales@nexisemergencysolutions.com. Shipping tracking information is not guaranteed to be correct.  

The customer understands that they will be responsible for any shipping charges due to shipping damage if they do not report the damage to Nexis within 72 business hours. The customer must email sales@nexisemergencysolutions.com and list in detail the order number, and type(s) of damage. 

Nexis is not responsible for any delays in shipments and increased transit times. Transit dates and times are provided by the shipper and are not guaranteed by Nexis. Delivery dates and times may be increased during seasonal peak times, weather conditions, natural or man-made disasters and acts of God. Under no circumstance are these delays grounds for an order being canceled with Nexis.  

RETURNS OF DEFECTIVE / DAMAGED MERCHANDISE 

In cases where the customer was shipped incorrect merchandise, defective merchandise or damage due to shipping, Nexis may require the items to be shipped back. In these cases, Nexis will arrange a shipper call tag. The shipper will make 3 attempts to pick up the merchandise. The customer is responsible to be available for the delivery driver to pick up the packages. If the shipper fails to pick up the call tag package(s), the responsibility will fall on the customer to ship back the incorrect, defective or damaged product to Nexis. The shipper call tag will be issued for the address that the product was originally shipped to. If the correct pickup address differs from the original shipping address, the customer must give the new address at the time that they email Nexis about the incorrect, defective or damaged product. Once the call tag has been issued, if any changes need to be made to the pickup information, the customer will be responsible for any additional shipper fees. Nexis will only issue one set of 3 call tag pickup attempts. 

In some cases where incorrect merchandise, defective merchandise or damaged due to shipping; Nexis may require an image of the product issue or error. In most cases, this is how a claim will happen. If Nexis requests an image of the product issue or error, it responsibility falls on the customer to provide one. If the customer cannot provide one, a replacement item or refund may not be able to be processed.
 
Returns MUST be issued an RMA (Return Merchandise Authorization) to be considered a legitimate return. All requests for RMA’s must be submitted via email to sales@nexisemergencysolutions.com. The customer must reference their order number in the email. We will reply to RMA request within 72 business hours.  

The customer is responsible for all shipping charges for returning the items. All items returned must be unused and in 100% re-sellable condition. Once the items are returned and verified to be in good condition, we will refund the cost of the product to the customer’s credit card that was used to place the order. The customer will only be refunded for the price of the products returned unopened and in 100% re-sellable condition. Nexis policy is to not refund the cost of shipping to the customer. 

All returns need to the shipped back to the following address: 

Nexis Returns – c/o Hollingsworth LLC 
11900 Harlan Road     
Lathrop, CA 95330 

All returns MUST have the issued RMA number written clearly on the outside of every package.  

Nexis will not accept returns on any special ordered products or custom built emergency kits.

Any returns that do not follow Nexis' terms for returns are considered an unauthorized return. The customer understands that it is Nexis' decision to process the return and customer refund. There is no guarantee that we will process the return if the correct procedures were not followed. The customer will be responsible for any additional shipping fees if Nexis has to reship the customer’s package(s). 

REFUNDS 

Refunds are issued once the damaged or defective merchandise has been returned and inspected. It is not Nexis' policy to refund orders until they have been received back at our Lathrop, CA facility. For the customer to be issued a refund, they must follow all the rules listed under “Returns”.  Some banks take 5-10 business days to post credits to accounts. Please allow this amount of time before calling Nexis and inquiring about the status of your refund. Nexis will email you a receipt for the refund within 72 business hours of receipt of the returned merchandise.   

ORDER CANCELATIONS 

Nexis will only accept an order cancellation within 24 hours of placing the order. All order cancellation requests must be made via email to sales@nexisemergencysolutions.com. The customer must reference their order number in the email. We will respond to your request within 24 business hours. All order cancellations are subject to a 15% cancellation fee. Orders cannot be canceled after being processed, shipped and have left our facility. After 24 hours all orders are final. 

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IMPORTANT: Our LIvermore, CA retail location closed in July.  Online sales only.  

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