Returns

Down Under offers 30 days money back guarantee on products purchased from our website (with the exception of the products listed below)

• Due to health code limiting the resale of open bedding items, duvets/comforters, pillows, pillow covers, bed sheets, mattress covers, tempurpedic products, inflatable products, Throws, Robes, all Dreamsack products, Bed and Leg Lounge, Bed & Leg Wedges, all Back & Seat Support Products, Bucky Products are not returnable.
• Due to shipping and delivery cost, adjustable bed frames, mattresses, massage chairs, special order office chairs, indoor zero gravity recliners are non-returnable.
• Special orders, custom size, clearance, auction, or discontinued items are not returnable.

You must do the following prior to returning/ exchanging a purchased item: 

E-mail info@downunderchicago.com to arrange to get a return authorization number. All returns must be arranged within 15 days after delivery and assigned a Return Authorization Number. Packages without an assigned Return Authorization Number will be refused. We must know the reason for the return. To return an item, it must be in the original package, with Owner Manual & Warranty material, unused and undamaged in anyway. Please include receipt/ packaging slip for proper credit. 

To save our customers money, Down Under offers Free Shipping on original purchase. Refund on returnable products is subject to the following charges:

• The original shipping cost will be deducted from purchase price
• Shipping cost for securely returning the product back to Down Under is customer's responsibility
• A minimum restocking fee of 25% will be charged on products eligible for returns.

Exchange

E-mail info@downunderchicago.com to arrange to get an exchange authorization number. All exchanges must be arranged within 15 days after delivery and assigned an Exchange Authorization Number. Packages without an assigned Exchange Authorization Number will be refused. We must know the reason for the exchange. To exchange an item, it must be in the original package, with Owner Manual & Warranty material, unused and undamaged in anyway. Please include receipt/ packaging slip to expedite your exchange request. You are responsible for shipping and handling on exchange both directions.

Shipping

For limited time, Down Under is offering free shipping! Click to view Shipping Policy. 

Alternate Shipping Address

Down Under reserves the right to request you to add the alternate shipping address to your credit card profile, for your and our security. Please note that if Down Under is not able to confirm the alternate shipping address with your credit card company, processing and shipping of your order may be delayed or order may be cancelled.

Manufacturing Defects/ Damaged Shipments in Transit

Merchandise returned for manufacturing defects or damaged shipment in transit are subject to replacement of same or other merchandise offered by Down Under. 

Upon receipt of any package, inspect the box carefully. If your package arrives with any visible damage, you must document the shipper’s paperwork when you sign for the delivery. Keep a copy of the sales receipt and documentation for your records. The documented sales receipt will be required for you to file a freight claim. Please contact Customer Service for assistance should you need to file freight claim.

Down Under is happy to assist you in getting a replacement for merchandise with manufacturing defect or damaged shipment in transit at no extra cost to you. However, if you decide not to accept replacement, then the original shipping & handling cost will be deducted from purchase price while issuing credit. Shipping cost for securely returning the product back to Down Under is customer's responsibility.

Cancel

Yes, orders (including custom orders) are cancelable within 24 hours, as long as the order has not been processed or shipped by the vendor. If the item has already been processed by the vendor, we will attempt to cancel the order, but we cannot guarantee the cancellation will be possible without a restocking fee. Restocking fees generally run 40% of the original order. If your order has already shipped, we cannot cancel the order. Orders cancelled after they have shipped will be treated as a Return. Shipping and all associated cost will be deducted from refund. Please contact our Customer Service for additional information.

Privacy Policy

Down Under is committed to keeping your personal information confidential. We absolutely will never sell our customers' information to anyone for any reason. Any information gathered during the ordering process is used strictly for internal purposes related to processing your order. At no time will we ever share your order or contact information with any outside parties, nor will we ever contact you ourselves with anything that is not 100% directly related to your individual order request.
Read our Privacy Policy in detail here.