NOTE: LVK does not accept consumable or perishable products for restock.
There are a few different ways to we can manage your customer returns at LVK. This article will walk through the different options and the details relating to each, so you determine how you would us to handle your returned product.
Returns Overview
Send Returns to LVK
Send Returns to an Alternative Location
Return Types LVK Does Not Support
Return Definitions
Return Statuses
Returns Overview
At LVK, there are 3 options for return shipments:
- Send return orders back to an LVK distribution center.
- Send return orders to an alternative location (a returning partner or your warehouse).
- Return to sender: The carrier returned the package to the warehouse because the recipient denied receipt or the address was incorrect/insufficient. LVK is not responsible for the package once it's handed to the carrier, and could also lead to UCS.
NOTE:
- Returns can be created in both our Canadian and U.S. facilities.
- Returns processing can take between 7-14 business days.
Send Returns to LVK
The fees for return shipments are outlined below:
- Restocking Fee: $2.75 for the first item and $0.25 for each additional item
- Inspection Fee: $3.45 per unit returned (apparel) / $2.95 per unit returned (non-apparel)
- Self Returns: $2.75 for the first item and $0.25 for each additional item + inspection fee per unit (if applicable)
- Paid Label Fee: Cost of the return label based on weight.
- Return to Sender [domestic returns]: Shipping cost based on return label weight + restocking fee
- Return to Sender [Section 321]: Flat fee of $5.65 + restocking fee
NOTE: Return label fee is for standard service return shipping labels, regardless of the original service level. We do not offer expedited return services.
Common Return Order Scenarios
Below are a few different return order scenarios that more clearly outline the types of fees that be incurred.
Paid Label Return for Order A
The customer is returning an order with 5 items.
- Shipping Rate: $8.00 (cost of return label based on weight)
- Inspection fee: $17.25 ($3.45 x 5)
- Restocking fee: $3.75 ($2.75 for the first item + $0.25 x 4)
- TOTAL CHARGE: $29
Self Return for Order A
- Inspection fee: $17.25 ($3.45 x 5)
- Restocking fee: $3.75 ($2.75 for the first item + $0.25 x 4)
- TOTAL CHARGE: $21
Return to Sender for Order A [USA to USA]
- Shipping Rate: The same cost to ship the order out
- Restocking fee: $3.75 ($2.75 for the first item + $0.25 x 4)
- TOTAL CHARGE: $3.75 + Shipping label cost
NOTE: If a carrier receives a package from an end customer marked "Return to Sender" the return will be allowed, and charges incurred even if you have 'Allow Returns' off in SFApp.
Return to Sender for Order A [Section 321]
- Shipping Rate: $5.65 (flat fee)
- Restocking fee: $3.75 ($2.75 for the first item + $0.25 x 4)
- TOTAL CHARGE: $9.40
Send Returns to Alternative Location
NOTE: This option is only available for locations in the U.S. (i.e. you cannot send returns from the U.S. to an international alternative location. You can also not send returns to an alternative location in Canada.)
You can send returns back to your office or a 3rd party address. Please open a ticket to request to add your address to our app.
- Restocking Fee: Does not apply ($0)
- Self Return: Does not apply ($0)
- Inspection Fee: Does not apply ($0)
- LVK will create generic labels for returns going to your location.
- Shipping fees for the returned item will apply.
Using the same example scenario above, let's say your customer returns Order A with 5 items.
Paid Label Return for Order A
There is no LVK cost for inspection or restocking because the item is going to an alternative location.
- Label fee: $0 (LVK will create generic labels for returns to your location).
- Inspection Fee: $0
- Restocking Fee: $0
- Shipping Fee: Variable
- TOTAL CHARGE: Shipping Fee ONLY
NOTE: You will need to pay the shipping fee for the return to be sent to the location. However, if you are charging the customer for the return shipping fees, then there would be no additional cost to you.
Return Types LVK Does Not Support
- FBA Return Orders. Since Amazon initially fulfilled the order, LVK cannot access the original order and cannot process the return
- Products (SKUs) we did not initially store from an existing shipping plan. For LVK to process a return, we must have previously held the SKU in our facility. We cannot process returns for products not fulfilled by LVK.
- International Returns
Return Definitions
- Restocking Fee: Cost of labor to restock items in inventory bins.
- Inspection Fee: Cost of superficial inspection (check for obvious, visible damages).
- Self-Return: No RMA previously created in our system; warehouse creates RMA.
- Paid Label Fee: Return label cost generated through LVK's carrier account. Return Paid label fee is only available in the US.
- Return to Sender: Package denied and sent back to the warehouse location. The responsibility for managing returns lies with the carrier, and LVK has no control over returns to the sender.
- Return to Sender [Domestic Returns]: Shipping cost based on return label weight + restocking fee. This refers to an order shipped from x country to a consumer in the same x country.
- Return to Sender [Section 321] indicates an order shipped from Canada to a consumer in the USA.
NOTE: If the Return to Sender is from an order that was shipped with a 3rd party outbound label (ex. - dropshipped), there is no shipping cost charge.
Return Statuses
These are used to determine the state of the return order:
- Pending: returned item(s) still need to reach the warehouse.
- Warehouse Complete: received the item(s) back into the warehouse.
- Complete: returned order is completed in LVK.