Shipping & Returns

At Criterion One, we want you to be completely satisfied with your purchase. If you change your mind about a product or are dissatisfied for any reason, our simple return and exchange policy is designed to make your experience as smooth as possible. Your confidence in shopping with us is our top priority. Criterion One offers a 14-day return policy for all merchandise under the following conditions:

Damaged Product Box: If you receive a damaged box upon delivery, please refuse the products at the time of original delivery. If you accept damaged products from the carrier, make sure to note the damage on the carrier’s delivery record. Please save the product along with the original box and packaging, and notify Criterion One Customer Service at customerservice@criterionone.com about the damaged products within the first 10 days of receipt. Damaged merchandise can be exchanged only for the same product.

Defective Products: If you receive defective merchandise, you must contact Criterion One Customer Service at customerservice@criterionone.com within 14 days for a return or exchange. After a Return Merchandise Authorization (RMA) is issued, we will email or mail you a call tag (Pre-Paid Shipping Label). All defective merchandise will be inspected upon its return to our warehouse. We can then issue you a full credit, store credit, or a replacement product. After 14 days, you will need to contact the manufacturer directly, as most manufacturers offer a one-year warranty.

Non-Damaged/Defective and Unopened: If you have non-defective and unopened merchandise within 14 days of the original purchase date, we will issue you an RMA number and provide the address to ship the product back at your expense, subject to a 15% restocking fee.

Non-Damaged/Defective and Opened: We do not accept returns on merchandise that has been opened and is not defective. All returned products must have an RMA number; otherwise, the return will be refused at our warehouse.
 

To Receive an RMA: Log into your account, navigate to the "Return Items" section, and fill out our online RMA form, or contact us at customerservice@criterionone.com. Please return all products in their entirety, including all original manufacturer boxes with the UPC, packing materials, manuals, blank warranty cards, accessories, and any other documentation included with the original shipment. RMA approval is contingent upon the products being 100% complete. 

Customers are not responsible for return shipping when the item is defective. Criterion One will send you a call tag (Pre-Paid Shipping Label) via email or mail. Customers are responsible for shipping charges when the item is non-defective and unopened.

Replacement Policy: Criterion One will not ship replacement merchandise until we receive the damaged or defective item. All defective or damaged returns are subject to verification by our staff.

Cancellations: You can request to cancel any order before it ships by emailing us at customerservice@criterionone.com. Cancellation requests are not guaranteed, as our cancellation system will not allow items to be canceled once they are prepared for shipment. If you miss the window to cancel your order, you can set up a return or exchange in advance and then send the item back once it arrives. Please note that return shipping costs may apply!