Refund policy

East Captain Return Policy

East Captain guarantees that the product you order will arrive in new condition and be free of defects. If your item does not meet the criteria, you must contact us within 30 days of receipt of the product to initiate a return or exchange. After 30 days, we are unable to process returns or exchanges.

You may return or exchange an unused item in new condition within 30 days of delivery.

All items must include original packaging.

Items that are used or damaged may be denied a refund or exchange.

How to Return an Item

That's how confident we are that you will both love and believe in our product. If for any reason you are unsatisfied with East Captain products within the first 30 days of delivery, you can return it for a full refund, less shipping.

To start a return, you can contact us at service@eastcaptain.com. We must confirm that the purchase took place within 30 days before the product can be shipped back to us.

Items sent back to us without first requesting a return will not be accepted.

You will be issued a Return Merchandise Authorization (RMA) number. The purchaser is responsible for return shipping cost. An 30% restocking fee is added to all returns.

Returned items must be received by East Captain within 15 days of receiving an RMA number. If the return shipment is received beyond the 15-day return period, the return request may be denied. Refund, minus any applicable shipping or restocking fees, will be issued to your original payment method when the item has been received and inspected at our warehouse. Refund will be issued to your account within 7-10 business days of arriving at our warehouse but may take extra time to appear on your statement, depending on your credit card issuer.

Return Exceptions

All Final Sale items cannot be returned. Other non-returnable purchases include custom items, made-to-order items, closeout items, sale items, gift cards.

Items returned incomplete or without the original packaging may be denied a refund or exchange.

How to Exchange an Item

Follow the steps above for returning the product you wish to exchange. The replacement item will be shipped when the original purchase is returned to East Captain and inspected.

You will receive an email with instructions on the return and exchange. All purchases are subject to one exchange per item purchased. Exchanged products will be shipped after we receive, inspect, and approve the condition of your returned product. If you need your new item immediately, you may consider placing a new order. Please notify your Customer Service Representative at Contact Us.

Damages and Issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

East Captain Cancellation Policy

We will do our best to stop you order from being shipped. If the order has already shipped we cannot change the delivery process in mid shipment and the order will have to go through the returns process along with the applicable fees.

• All “In Stock Items”, If we are able to stop the shipment for an in stock item all cancelation regardless of issue will be assessed a 10% fee.
• All “Made To Orders items”, if in the manufacturing process will be assesses a 20% restocking fee along with a 10% cancelation fee.

To cancel an order: Please submit an inquiry here: Contact Us

If your order is eligible to be cancelled East Captain will send you an email confirmation of the cancellation.

If you are unable to cancel an order because it has moved past the “Processing” stage you may return it following the steps listed above in our Return Policy.

After Product Has Shipped

If your order has shipped, there are fees assessed to us from our vendors, partners, and shippers when an order is canceled after it has shipped. Since we cannot stop or re-route the product in transit it will be delivered to you and then you may request a return. All return shipping fees will be the responsibility of the customer.

Refunds

Purchases that qualify for refunds will be credited to your original form of payment. All approved refunds are processed, and credits issued within 5 business days. Note: it may take an additional time for the credit to show on your statement. Please be aware that return shipping cost for a refund request will be the purchaser's responsibility.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Your refund will be issued 7-10 business days after the return is received.

Shipping

East Captain will not accept any packages in which freight are collect or COD. All returned items require an RMA number and will be subject to inspection prior to final approval for a refund or exchange.

Within Lower 48 States:

The cost of return freight will be the purchaser's responsibility for any products sent to East Captain for refund or exchange.

Outside Lower 48 States:

The cost of return freight and applicable customs and duty charges will be the purchaser's responsibility for any products sent to East Captain for refund or exchange.

NOTE: All expedited shipping charges are non-refundable.

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