Need Help with Your Order?
Order support and frequently asked questions
Quick Actions
I need parts!
Request Hardware for an older part
Missing Parts
Report missing or damaged items
Refund Request
How do I start the return or refund process
Contact Us
Get in touch with our support team
Warranty Claim
File a warranty claim for your product
Support Resources
Shipping Methods & Carriers
We ship via USPS, FedEx, and UPS. Standard shipping takes 5-7 business days, while express shipping takes 2-3 business days.
Expected Delivery Times
- Domestic orders: 5-7 business days (standard), 2-3 business days (express)
- International orders: 10-20 business days
Same-Day Shipping
Orders placed before 2 PM PST qualify for same-day shipping on business days.
What Can Be Returned
Most items can be returned within 30 days of delivery in new, unused condition with original packaging and tags.
Return Requirements
- Items must be unused and in original condition
- Original packaging and tags must be included
- Proof of purchase (order number) required
How to Initiate a Return
Click the "Refund Request" button above or contact our support team with your order number.
Warranty Coverage
All products come with a 1-year manufacturer warranty covering defects in materials and workmanship.
What's Covered
- Manufacturing defects
- Material failures under normal use
- Electrical component failures
What's Not Covered
- Normal wear and tear
- Damage from misuse or accidents
- Unauthorized modifications
Filing a Claim
To file a warranty claim, click "Warranty Claim" above and provide your order number, product details, and photos of the issue. Claims are typically reviewed within 2-3 business days.
Our support team is available Monday-Friday, 9am-5pm PST. Contact us for assistance.
FAQ
Shipping
If you received a shipment with missing or damaged parts, please fill out our Missing or Damaged Parts Claim Form. Provide your order number, details about the issue, and photos (if applicable) so we can resolve it quickly.
Yes. The form can also be used to report incorrect or mis-shipped items. Select the appropriate option in the form.
Claims must be submitted within 7–14 days of receiving your shipment (use your policy timeframe). Claims filed after this period may not be eligible for replacement.
Yes, photos help speed up the investigation and approval process. Please include pictures of:
- The damaged item
- The packaging
- The shipping label
- The box exterior (if damaged)
Most claims are reviewed and processed within 2–3 business days. If additional information is needed, we will contact you.
No. If the damage or missing items are confirmed, replacement parts are provided free of charge, including shipping.
If the box or packaging is visibly damaged, please take photos before opening it and report the issue immediately using the claim form.
In most cases, no. We typically do not require the return of damaged parts. However, if the issue involves high-value items, we may request a return for inspection.
Yes. Once your claim is approved and the replacement ships, you will receive a tracking number by email.
You can reach our support team at sales@perrin.com. We’re happy to help with any part of the claim process.
