Refund policy
Cancellations, Returns & Refunds
We aim to make the process as straightforward as possible while accounting for the realities of freight shipping and manufacturer policies.
Cancellations Before Shipment
You may cancel most orders free of charge before they leave the warehouse. Contact us as soon as possible by phone (847) 920-7938 during business hours, live chat, or email support@arkprepstore.com.
Custom & Made-to-Order Products
Custom or made-to-order products cannot be canceled or refunded once ordered. These items are built specifically for your order. All sales are final. If you are unsure whether a product is custom or made-to-order, please contact us before purchasing.
Returns After Shipment
Important customer responsibilities:
- Return shipping costs: The customer is responsible for all return shipping charges and any reconsignment fees caused by customer request or error, unless otherwise stated on the product page.
- 20% restocking / cancellation fee: Due to high LTL/freight shipping costs, outright returns after shipment incur a 20% restocking fee plus return shipping costs. If you are exchanging for another product, we may be able to reduce or waive part of these costs depending on the item.
- Products should be returned unopened and unused when possible. Additional fees may apply if the item has been opened or used.
- Customers generally have 14 days from the date of receipt to initiate a return. However, brand-specific return policies shown on the product page take precedence over this general 14-day window.
Not all products can be returned once shipped. We source many items directly from manufacturers; if the manufacturer does not accept returns, we cannot offer a return. Please contact us for product- or brand-specific guidance.
Refunds are issued only to the original payment method used for the order.
BOGO Promotions
In a Buy-One-Get-One promotion, both items must be returned for a full refund. If only one item is returned, you will receive a replacement of that item or store credit equal to the standalone value of the returned item. If the order has already shipped, the customer is responsible for actual return shipping charges and any applicable restocking fee.
Damages & Claims
Please inspect the packaging upon delivery. Note any visible damage when signing for the shipment and take clear photos.
If your item arrives damaged:
- Email photos of the damage, the outer box, and the product SKU, along with a brief description, to support@arkprepstore.com.
- Freight damage claims require photos and videos within 24 hours of delivery. Visible exterior damage or punctures must also be reported within 24 hours. Claims submitted after this window may not be valid.
We will file an insurance claim on your behalf when the documentation is received promptly.
Warranty
Warranties are provided by the manufacturer and vary by product. Please see the individual product page for specific warranty details.
Warranty coverage applies to issues that develop over time with normal use. Damage present upon arrival that is not reported within the required window (generally 30 days, or 24 hours for freight damage) is not treated as a warranty claim.
What Happens If My Order Is Delayed?
Shipping and production delays can occur for reasons outside Ark Prep’s control (manufacturer backlogs, carrier capacity, supply-chain issues, etc.). We understand this can be frustrating.
If your order is delayed:
- Contact us at support@arkprepstore.com or (847) 920-7938. We will check status with the supplier or carrier and give you the latest information we have.
- Estimated dates on product pages are not guarantees. We will keep you informed as new information becomes available.
- If you choose to cancel because of a delay after the order has shipped or significant costs have already been incurred, you may still be responsible for shipping, storage, or related fees.
We appreciate your patience and will always work with you in good faith to find a reasonable resolution.
Chargebacks
Our team is here to help resolve any issue. Please contact us first at support@arkprepstore.com or (847) 920-7938 so we can work toward a fair solution together.
Chargebacks should be used only as a last resort after you have given us a reasonable opportunity to address the problem. Filing a chargeback for a delay in shipping, or for an issue we are actively working to resolve, can complicate and slow the process for everyone.
Fraudulent chargebacks (claims that deliberately misrepresent the facts) may be contested and, in clear cases of fraud, may be referred to the appropriate authorities. We prefer to resolve legitimate concerns directly and amicably.
Contact Information
Questions about any of these policies? Reach us using the details below:
Business Name: Ark Prep
Email: support@arkprepstore.com
Phone: (847) 920-7938
Customer Service Hours: Monday–Friday, 10 a.m.–5 p.m. CST
Live Chat: Available via the chat bubble in the bottom-right corner of the website when agents are online. You can also leave a message that will be forwarded to our team.
By placing an order with Ark Prep, you acknowledge that you have read, understood, and agree to these policies. Individual product pages may contain additional or overriding terms specific to that item or manufacturer.