Return Policy and Shipping Issues
It is our goal to ensure that you get the product that you order in the condition you expect. We sell products in the following conditions:
- New (Sealed Box/Packaging)
- New Open Box (NOB)
- New With Defect (NWD)
- Defective (Parts Only)
Please read the listing carefully and examine photos to ensure you understand the condition of the item you are order.
Unless otherwise noted, product packaging may have signs of wear and tear. Clothing items may be wrinkled due to the way they were packaged from our vendors; the wrinkles should wash/iron right out.
Returns must be processed and received within 30 days of receipt in the same condition as received. For clothing, items must be unworn, unwashed, and have the original tags attached. Some returns may be subject to a 10% restocking fee.
All sales are final on items marked as "Defect", "Parts Only" or "As Is" in the titel or product condition section of the product listing page.
Your satisfaction is our goal! We do our best to describe all the items correctly and completely, but if you find you are unsatisfied with your purchase, please let us know. Positive feedback is very important; we want you to be happy with your purchase! If you have a question or concern about your item, please contact us before leaving feedback, and we'll do what we can to make it right. Thanks for the business!
- The customer will be responsible for the cost of return shipping.
- We will refund the purchase price of your order, less a restocking fee that will equal no greater than 15% of your original purchase. The restocking fee is calculated based on credit card processing fees and shipping cost from the original order. Restocking fee does not apply to items that arrive defective or that are damaged during shipping.
- There is no refund for shipping costs unless item received is defective or damaged during shipping.
- Please contact us via our website or e-mail initiate a return.
- Returns, once approved, should be sent to:
Returns: Rio Grande Trade
1228 Wyoming Ave
El Paso, TX 79902
Warranties or Guarantees
We do not offer any warranties or guarantees on the items we sell. Please reach out to the product manufacturer to inquire about whether manufacturer warrantee will apply to a product purchased from a 3rd part. We do want to be sure you are pleased with your Rio Grande Trade experience. Please contact us if you have any quality issues with the order.
Shipping & Shipping Concerns
We ship all paid orders within one business day (orders placed on a Friday may not ship until Monday). Please allow 2-14 business days for domestic shipping. Please note that USPS, UPS, and Fedex are all experiencing delays due to increased demand and the effects of the pandemic. Because of these challenges, we do not guarantee delivery dates. We provide tracking information with every order and will do our best to follow up if your package doesn't arrive in a timely manner. Thanks for your patience and understanding!
- TIMELY ARRIVAL - If your shipment does not arrive in a timely manner, please contact us via email. Once your shipment has left our warehouse, we only have access to the same information you have linked to your tracking number.
- Due to COVID19, national carriers, including USPS, FedEx, and UPS are experiencing delays in delivery times. All orders are shipped within 24 hours Monday-Saturday. However, you may experience some delays in receiving your order.
- PACKAGE LOST IN SHIPPING NETWORK- Contact us via email and we will file a claim on your behalf to rectify the shipping error. In most of these cases, we are able to offer you a full refund, or ship a replacement item if we have one in stock.
- PACKAGE LOST AFTER DELIVERY- Unfortunately, since the package was delivered, we no longer have the ability to file a claim as the shipper. You will need to contact them yourself to file a claim for this delivery using the tracking number provided upon purchase.