Terms and Conditions

Customers may return product(s) within 30 days of purchase by contacting our Customer Service Representative (CSR) via email at customerservice@ontimedistributor.com to obtain an authorized RMA number.   All returns are required to have an RMA number to be processed for credit. Along with the RMA number, the CSR will provide you with the return address to where the package is to be returned. An RMA number is only valid for 30 days from the date of issuance. Any return labels requested are only valid for 30 days. Please refer to the following when requesting an RMA number:

• All Returns – If a return was sent prior to receiving an RMA number, OTD cannot guarantee a credit will be provided. If we can locate the appropriate order number, credit will be issued providing the product is not damaged and received in resalable condition. If we receive a return from your customer and the product is not something that should have been returned to OTD, we will not process and will dispose of accordingly. If a return is returned to the wrong location, credit will not be issued. 
• Standard manufactured product must be returned in a good, resalable condition to be eligible for credit. Any returns that have been opened (out of original packaging – to include individually packaged item’s part of a multi-unit pack), used, damaged or do not contain all original parts, will not be eligible for a credit. If any standard manufactured product was returned in a good, resalable condition, but not in original packaging, we will issue credit and deduct a 15% restocking fee.  
• OEM product must be returned undamaged and in its original packaging to be eligible for credit. Any OEM returns that have been opened (out of original packaging – to include individually packaged item’s part of a multi-unit pack), used, damaged or do not contain all original parts, will not be eligible for a credit. A 15% restocking fee will be deducted from any eligible credit issued. 
• Custom product or Special Orders may not be returned and are not eligible for credit unless it is determined to be a manufacturer error.
• Product Not Working/Defective – If the customer states the product(s) is not working properly, or thinks it is defective, please instruct them to troubleshoot any issues by following any included instructions with the 

• product, or by contacting the manufacturer for any additional assistance. If there is no success with troubleshooting, please get a complete description of what is wrong with the item and include in your email to our CSR. We may ask to have the product returned to us. All manufacturers’ have different return policies; therefore, we must also abide by those. All non-working or defective OEM items being returned, must be returned in their original packaging to the return address provided by our CSR. Return label/call-tag fees will be covered by On Time Distribution. Credit will only be issued if the manufacturer deems the item defective and after we have received credit from the manufacturer. If returned to the wrong location, credit will not be issued.

• Customer Ordered Wrong Item – If the customer ordered the wrong item and wishes to return, an RMA number will be required. Return label fees/call-tag fees, along with a 15% restocking fee, will be charged to the customer. If returned to the wrong location, credit will not be issued.

• Wrong Item Shipped – If the customer received an item they did not order, please contact our CSR via email with details of the item received, along with any images of the item, if possible. Our CSR will advise if we need the item returned. If so, we will supply a return label or a call-tag at no charge and credit will be issued. Please do not have the customer return prior to you contacting our CSR for instruction. If it is determined, after we have received the item back, that there was not a shipping error and the correct item was received when package originally delivered, the customer will be charged a 15% restocking fee, in addition to the freight charges incurred. If returned to the wrong location, credit will not be issued.

• Amazon Returns – If we receive a return from an Amazon purchase that was not assigned an RMA #, OTD will attempt to locate the order in our system. If we receive the return damaged, and it was returned using a return label issued by Amazon, we will not credit or file a damage claim. When possible, we will provide you with the tracking number from the return label (issued by Amazon) so you can file a claim. A 15% restocking fee will be charged for any undamaged item returned. If returned to the wrong location, credit will not be issued.

• Address changes – Any address changes after the package(s) have shipped will need to be requested via email to our CSR. Any fees incurred will be charged to the customer. **PLEASE NOTE – Any package that was shipped via FedEx Ground Economy (formally SmartPost), USPS or DHL is not eligible for an address change or to be rerouted to a new address.