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Customer Support

Return Policy

General Return and Exchange Policy

If you are not fully satisfied with an item you have purchased you may return the item within 30 days of delivery for a full refund. The refund amount will only include purchase price, not shipping and handling charges. We will only accept returned items if they are in new and unworn condition, unopened, and with all original product tags. All return shipping charges must be prepaid. Please return all items with the return form included with your packing list. If you cannot provide the return form please give us your name, phone number, address, and order number.

The only type of exchange we accept is an exchange of size. If you receive an item and you desire a different size then what you ordered you can send the item back for an exchange of size only. You must return the item within 30 days of delivery in new and unworn condition, unopened, and with all original product tags.  Please fill out the return portion of your packing list and specify which size you would like. You will have to pay for shipping charges to return the item that is the incorrect size to us. You will also be charged for shipping costs for the new item to be sent back to you in the correct size.

If you receive an item and are not fully satisfied and would like a different item, follow the return procedure and we will refund your money for cost of the item. You can then return to our website and purchase a different item in a new transaction.

Items Missing from an Order

If you are missing an item from order you must contact us within 7 days of the delivery date. Please check the packing slip to insure the missing item is on the list of items shipped. Due to back orders some shipments may be split shipped in which you will be contacted. If an item was left out of your order as an error by Summit Hill Group we will send the item immediately and pay for ground shipping charges.

Damaged or Defective Items

If you believe you have received a defective or damaged item you must contact us within 7 days of the delivery date. You will need to provide us with the specific details regarding the defective or damaged items. If the item is found to be defective or damaged we will pay for ground shipping charges for you to return the item back to us. We will email you shipping information. You will need to return the item immediately to us.

Wrong Item Sent

If you receive an incorrect item from what you ordered you will need to contact us within 7 days of the delivery date. You will also need to return the item immediately. We will pay for ground shipping charges to ship the correct item to you. We will pay for ground shipping charges to ship correct item to you. We will also refund ground shipping charges for the return of the item.

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Backorders

If an item is out of stock and cannot be shipped immediately we will contact you. We will provide you with 3 options:

  1. We will partial ship your order and adjust shipping charges accordingly. We will ship the item on back order when available.
  2. If you do not want to partial ship we can hold the entire order until all items are ready to ship.
  3. If you do not want to partial ship or hold the order you can cancel the item that is on backorder and visit our website at a later date to check availability.

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Shipping and Order Status

Shipping Charges

Standard Shipping: 
     Order Total  
     $0 - $30.49:$5.99
     $30.50 - $49.99:$8.99
     $50.00 - $99.99:$11.99
     $100 and up:$13.99
  
UPS 3 Day Delivery:$25.00
  
UPS 2 Day Delivery:$40.00
  
Overnight:

$75.00   **ORDERS MUST BE PLACED
BY 12:00 p.m. EASTERN STANDARD
TIME TO INSURE NEXT DAY DELIVERY

  
APO/FPO:Standard Shipping Charges apply
  
Alaska and Hawaii:All must be shipped UPS 2 Day Delivery
 
*We will not ship to P.O. Box addresses.
*We ship to the United States of America only.
*No handling or processing fees applied.

Shipping your Order

Your order will generally ship within 48 hours from submission. It will ship after your payment has been approved, billing address has been verified, and items ordered have been located in stock. Delivery times will vary depending on shipping method you selected and shipping address. All shipping times are based on business days only. No shipping occurs on Saturday, Sunday, or nationally recognized holidays. You will only be billed for items that have been shipped to you.

*ALL ORDERS ARE CUSTOMIZED AND THEREFORE WILL TAKE ATLEAST 48 HOURS TO SHIP.  EVEN IF YOU REQUEST OVERNIGHT, 2ND DAY, OR 3RD DAY SHIPPING IT WILL STILL TAKE ATLEAST 48 HOURS TO SHIP OUT.

Status of your Order

To check the status of your order you must first log into your account. You can do this by clicking ‘Your Account’ at the top of any page. Your account will display all past and present orders. Select the order you wish to check. You will then be given detailed information regarding the status of your order.

Tracking your Order

Every package is assigned a tracking number. You will be sent an email with your tracking number when the package has been shipped. You can track your package from this email or by logging into ‘Your Account’.

Making Changes or canceling your order once submitted

Once order has been submitted you cannot make any changes or cancellations.

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Payment and Billing

Payment Options

We only accept MasterCard and Visa credit cards.

Sales Tax

Orders shipped to Tennessee addresses will be charged state sales tax.

Credit Card Safety

Shopping on our website is very safe. Our website is equipped with state-of-the-art secure server software (SSL) that protects all your transactions. This software encrypts all your information so it is not readable as it travels through the internet.

Billing

You will be billed for items after they have shipped. If for any reason an item is on backorder, you will not be billed for that item until it ships.

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Your Account

Creating an Account

You can create an account with us by clicking on the "Your Account" link at the top of every page. You must provide your name and email address to set up an account. You can also set up an account during check-out.

Editing your Account Information

You can edit your account information by logging into your account and selecting the "Edit" button.

Your Password

When you create an account you are able to select a password. If you forget your password click on the "Your Account" icon at the top of every page and provide your email address in the "Lost Your Password" box. Your password will then be emailed to you.

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How to Contact Us

Summit Hill Group
P.O Box 78
Knoxville, TN 37901

865.862.1460    *Please leave a detailed message and we will call you back as soon as possible.  Please also note that we do not accept orders by phone.  You must place your order through the website.  It is safe and secure.

customerservice@shgstores.com

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