Source: https://alpinesafes.com/refund_returns/
Effective [launch date] · v1.0
The short version
This page is the complete and controlling statement of Alpine Safes’ return, refund, and cancellation terms. Where any other page, document, or conversation says something different, this page applies.
You can cancel at no charge any time before your order ships. Call (877) 587-7333 or email info@alpinesafes.com with your order number. We’ll refund you in full.
“Before it ships” has a precise meaning: before a shipping label or bill of lading has been created for your order. That’s the moment the shipment becomes real and costs start accruing, and it’s a timestamp we can both point to.
Because many orders move quickly, a cancellation isn’t final until we confirm it in writing. If your order has already shipped when you contact us, we’ll tell you, and it becomes a return under the terms below.
Freight that’s already moving can’t simply be stopped. We can ask the carrier to bring it back, but it costs real money: an address-change fee, plus a return freight charge re-rated from wherever your safe happens to be at that moment. That figure is often higher than the original shipping cost.
If you ask us to cancel a shipment in transit, we’ll quote you the total before we do anything. You decide with the number in front of you. If you go ahead, you’re responsible for those charges plus the restocking fee below.
Refusing a delivery is the most expensive way to cancel. A refused shipment triggers redelivery charges, storage fees that start accruing within a day or two, and a return freight charge — often several hundred dollars more than simply calling us.
Call us instead. We’ll find you the cheapest way out.
This is different from refusing a damaged delivery, which you should absolutely do and which costs you nothing. See Receiving Your Safe.
You may return an unopened, unused safe within 3 days of the delivery date.
To qualify, all of the following must be true:
The 3-day clock runs from the day your safe is delivered, not from the day you ordered it.
If the safe has been opened or used, it is no longer returnable under this policy. If something is wrong with it, that’s a different process with no fees — see Damage, Defects & Claims.
Approved returns are subject to a 25% restocking fee, calculated on the price of the product.
We charge it because a returned safe costs us real money that we don’t recover: our suppliers and manufacturers charge us a restocking fee and return freight on anything we send back, and a safe that has left the warehouse and come back can rarely be sold as new again.
The restocking fee does not apply to safes that arrive damaged, safes that are defective, orders we cancel, or orders you cancel before shipment. Those cost you nothing.
You are responsible for shipping a return in both directions. Specifically:
We’ll arrange the return shipment for you and deduct the cost from your refund. This isn’t us being controlling — booking an LTL freight return for a several-hundred-pound crated safe is genuinely difficult to do correctly, and a return that goes wrong in transit is a much bigger problem than the return itself.
We’ll quote you the full amount — restocking fee plus both freight legs — before you commit to anything.
| Item | Why |
|---|---|
| Anything opened or used | Once a safe has been opened, used, bolted down, or had its lock programmed, it can’t be resold as new |
| Made-to-order and custom units | Built for your order specifically; the manufacturer won’t take them back |
| Confirmed option upgrades | Custom colors, finishes, interiors, and lock upgrades are ordered specifically once you approve them — see Terms & Conditions |
| Vault doors | Custom-built to the opening. All sales final — see Installation Services |
| Safe locks sold separately | Final sale |
| Delivery upgrades and services already performed | Garage, inside delivery, installation, and bolt-down services can’t be un-performed |
Don’t use this page for those. They’re handled at no cost to you, with no restocking fee and no return freight, and they have their own deadlines. Start here: Damage, Defects & Claims
We ship orders within 30 business days. If we can’t meet that, we will contact you before the deadline passes with a revised shipping date, and you can choose to accept the new date or cancel for a full refund. You don’t have to ask us for that choice — we’ll offer it.
If we can’t give you a firm revised date, or the delay runs more than 30 days past our original commitment, your order is cancelled and refunded automatically unless you tell us you’d like to wait.
Refunds go back to the original payment method. We can’t refund to a different card, account, or person.
Once your returned safe reaches us, we inspect it and process the refund within 7 working days. Your bank or card issuer may take a few additional days to post it.
We refund money, not store credit. If you’d prefer a credit toward a different safe, tell us and we’ll work it out with you, but you’re never obliged to take one.
Sale-priced and promotional items are returnable on exactly the same terms as everything else. The restocking fee is calculated on the price you actually paid.
If a promotional code, free upgrade, or bundled item was part of your order, the value of the promotion is deducted from the refund if the item it applied to comes back.
We don’t process exchanges as a separate transaction. If you want a different safe, return the one you have under this policy and place a new order. It’s cleaner for both of us, and it means the new order gets its own delivery appointment and its own lead time rather than waiting behind a return.
If the safe you received is damaged, defective, or not what you ordered, that’s not an exchange — that’s Damage, Defects & Claims, and we’ll make it right without fees.
Nothing in this policy limits any right you have under the consumer protection laws of your state, and some states give you rights beyond what’s written here.
You may request a written copy of this refund policy at any time, free of charge, by emailing info@alpinesafes.com or calling (877) 587-7333.
Related policies: Damage, Defects & Claims · Shipping & Delivery · Receiving Your Safe · Terms & Conditions
Returns are accepted only with a return authorization. Request one before shipping anything back.
Westside Security Inc, DBA Alpine Safes 1979 Marcus Ave #210, Lake Success, NY 11042 (877) 587-7333 · info@alpinesafes.com