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Customer Service

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Customer service

Our acon24.com Customer Service is open during normal business hours for Central Standard Time.

Most orders placed on acon24.com ship within 24 hours from the order. In case you need to change your order or ask for more info, contact ACON's customer service can be reached by telephone at (866) 297-5234 or by email at customercare.us@acon24.com.

 

Order Cancellations

If you notice an error in your order, or wish to cancel part of, or the whole order, please contact us immediately via email at CUSTOMERCARE.US@ACON24.COM or call our customer service at 1-866-297-5234. If your order has not left our warehouse yet, we can cancel it and process a full refund. If your order has shipped, you will need to follow the Returns process, and the conditions of our Return Policy apply.

 

Shipping and Receiving

Most in-stock products ordered on us.acon24.com will ship within 24-48 business hours. Shipping usually takes 2-5 days via ground service and 3-10 days via freight service (applicable to heavy shipments). Delivery times vary also depending on where you are located. Your shipment can be tracked online by the tracking number once it has left our warehouse.

Shipping to CANADA - Our products are available to ship to Canada. Customs, duty and any applicable taxes and fees are the responsibility of, and will be paid by, the Customer. ACON is not responsible for these fees. Shipments are sent with various carriers, and those carriers will forward shipment information to the Customs Broker who will collect the payments from Canadian Customers prior to delivery. Additional Shipping fees may be applied at Checkout for shipments to Canada.

Many of our products are heavy. Products are well packaged for shipping and usually delivered without any damage to the content, but if your shipment for some reason has suffered damage while in transit, we would prefer that you accept the delivery of your shipment and call us immediately with your concerns. We will work with you to identify any damage to the content. This way we will be able to faster replace any damaged or missing parts.

Upon receipt of your product, and before assembly and / or use, please make sure that shipment contained all products and parts that you ordered. Compare content of the shipment to the parts list in the assembly instructions, if applicable. If any products or parts are missing, or if you received an incorrect item, please contact us immediately so we can promptly address any issues with missing, damaged or incorrect items.

 

Payments

Following payment methods can be used:

  1. Visa
  2. Mastercard
  3. Discover
  4. American Express
  5. JCB

 

Warranty Policy

Our mission is to inspire people of all ages for physical exercise, sports and outdoor activities. We believe that our high-quality products and great customer service form a great springboard for it.

The products we sell are warranted against manufacturing defects in materials and workmanship under normal residential use and usage conditions by the original end user/consumer. Warranty period starts from the shipping date, and detailed information about the length of warranty periods for specific products is provided on the product information pages on us.acon24.com.

While the warranty covers manufacturing defects in materials and workmanship, it does not cover damages caused by:

  • wind, lightning, flooding, natural disasters, or any other weather-related events;
  • accidental or purposeful burns, cuts, punctures, snags or other vandalism;
  • abuse, misuse, and improper or abnormal usage;
  • failure to follow directions, improper installation, improper maintenance, installation or use of incompatible accessories or parts, alteration or attachments to equipment other than ACON’s products that are intended for use with the product;
  • Commercial or rental use;
  • Any other cause not arising from defects in material and workmanship.

Normal wear & tear and weathering is to be expected, and as such cosmetic issues such as fading and UV deterioration, surface rust and scratches, and other issues such as normal stretching of materials over time are not manufacturing defects in materials.

In the case of a warranty claim, we will repair or replace damaged part(s) or component(s) which suffered from manufacturing defect. At our request, all damaged or broken parts must be returned to us by customer prior to replacement or repair - with proof of purchase.

ACON USA IS NOT RESPONSIBLE OR LIABLE FOR INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THE PRODUCT OR OTHER DAMAGES WITH RESPECT TO ANY ECONOMIC LOSS, LOSS OF PROPERTY, LOSS OF REVENUE OR PROFITS, LOSS OF ENJOYMENT OR USE, COST OF REMOVAL, INSTALLATION OR OTHER CONSEQUENTIAL DAMAGES, TO THE EXTEND PERMITTD BY LAW.

Customer satisfaction is very important to us. Please contact us with any questions you may have regarding the warranty. We’ll be happy to help you the best we can!

 

Returns

Our goal is to ensure your satisfaction for our products and peace of mind purchasing them. If for some reason you decide to return a product you purchased, such transactions must be completed within 100 days of original shipping date.

We want to ensure a smooth return process experience. If you need to return an item, you must receive a Return Merchandise Authorization (RMA) Number from us. To receive a RMA number please email us at CUSTOMERCARE.US@ACON24.COM or call our customer service at 1-866-297-5234. Our customer service department will send you the RMA number and return instructions with the address to our warehouse.

Only returns with valid RMA may qualify for refunds. For refunds, all returned items must be in new, unused, resalable condition, and in the original box and packaging. Returned items are subject to 10% restocking fee. When you request return authorization, we will calculate and inform you of the restocking fee and the return shipping cost adjustments of the refund.

We will send you an email to notify you upon receipt of the item(s) you returned. Provided that the returned items meet the above conditions, we will process your refund promptly. Should there be any issues with condition of the returned items, we will contact you.

Most products we sell are warranted against manufacturing defects in materials and workmanship. Please refer to our Warranty Policy and product info pages on us.acon24.com for product level warranty details. In the event of a warranty claim, our Warranty Policy applies.

 

Copyright © 2018 Acon USA, Inc.