Shipping & Return

  • Shipping and delivery information

Orders placed during normal business hours, Monday-Thursday 10:00 a.m. to 5:00 p.m. (PST) are typically shipped within 1-3 business days of processing, excluding weekends and holidays. Based on stock allocation, non-warehoused items may take an additional 2-3 days. We package and ship your order as soon as we get credit card authorization and verification. Based on our warehouse location and your shipping address, we determine the most efficient shipping carrier for your order. The carriers that may be used include the U.S. Postal Service (USPS), United Parcel Service (UPS) or FedEx.

gws-shipping

- Shopping Cost: Shipping is calculated according to weight, package dimension, and delivery destination. Packages are shipped via UPS, USPS, or FedEX.

- If you're shopping for several people at once and want to ship your various items to several addresses, you must place a separate order for each address. A single order cannot be shipped to multiple addresses.

- Once your order is completed, you will be emailed your tracking or label number within 24-48 hours of shipment. You will be able to track it from that email to view your order and track the shipment.

- Please note that our same-day processing deadline is 11:30 a.m. Pacific Time Monday-Thursday and orders placed after that time will processed the following business day. For urgent orders, please contact the sales department at (909)332-2929.

  • Local Pick Up

Please contact us first to setup an appointment as well as to check stock. We do not allow local pickup without a prior appointment. Depending on what item you are interested in, it may take up to 72 hours before you can pick up your item. Most items will be available the same or next day.

  • USPS International Priority Mail

USPS is our preferred shipping method for dependable service to most international destinations. Delivery usually in 10-14 business days, delivery confirmation available to major destinations. While most packages are delivered within 10-14 business days, in rare instances, delays of up from 60 to 90 Days have been experienced once the package has left the United States due to events beyond our control (such as weather or processing time in customs). Delivery times are not guaranteed. If your order has not arrived within 30 days, an inquiry form will need to be filed with USPS. That usually takes 30 days to process. If the USPS doesn't find the lost package an insurance claim will then be filed with the USPS which could take 30-90 additional days to process. Replacement orders will not be sent out until the inquiry and claim process is complete. Packages with Value exceeding US$300.00 are insured at no additional cost to the customer. Packages under US$300.00 are not insured unless you contact us to add insurance to your package which will incur additional charges. We are not responsible for uninsured packages which are lost or damaged in transit.

Please note - quoted shipping times do not include processing days - estimated arrival time is based on the amount of days after the order has been shipped from our warehouse. Most orders are processed within 24-48 hours but can take longer depending on product stock and location.


  • Receiving Parts

Please inspect the parts immediately after receiving your order. Damages and evidence of tampering on the outer packaging must be noted on the delivery receipt of the driver. DAMAGES MUST BE REPORTED WITHIN 48 HOURS of receiving the order. No exceptions. WRONG ITEMS MUST BE REPORTED WITHIN 3 BUSINESS DAYS of receiving the order. No exceptions.
If delivery is refused then the buyer is responsible for the return shipping costs as well as the standard fees as shown on our Return Policy.

  • Partial Shipments

We make every effort to ship all products in a single shipment. If, for any reason, we cannot ship one or more items due to backorder, we will ship the parts that are available and credit your account accordingly. If a small item (most parts) from a large order cannot be shipped, credit may only be for the part without an adjustment in shipping. This is because shipping charges are based on the dimensions of the box and weight. We will contact you if the part is backordered to verify if you are willing to wait for the backordered part to ship.

  • Incorrect Parts

Although we do everything we can to get the right part to you, unusual mistakes can happen. If we ship the wrong part, we will pick it up and replace it. Please let us know immediately if you receive the wrong part by calling our Customer Service Desk at (909)332-2929. The replacement item will be shipped when we receive the wrong item. Replacements will be shipped based on the original shipping method.

  • Lost Package Policy

On the rare occasion that a package is lost in transit, either by United States Postal Service (USPS), UPS, FedEx, we reserve the right to wait up to 30 days from the inquiry or trace date to determine if the package is actually lost. GWS will not hold the purchaser's funds any longer than possible. However, we need to follow proper postal procedures to determine if the package was signed by another person, stolen or lost. After you contact us regarding a missing package we will start an inquiry with the shipping carrier. The next course of action depends on the outcome of the shipping carrier's tracking or investigation. If the package is deemed lost we will refund the entire purchase price. If proof of delivery can be obtained (i.e. the package shows delivery confirmation and/or was signed for) then no refund will be given. Once the package is successfully delivered, we are not responsible for theft or damage to the merchandise. When using a forwarding company, we are not responsible for lost or damaged merchandise after the forwarding company has accepted delivery. If a package is delivered damaged or is missing products that were shipped you must contact the shipping company and GWS within 24 hours so we can initiate a claim with the shipping carrier who will inspect the package to determine how to proceed with the claim. Money for lost packages will not be refunded unless the above procedure is followed.

If your confirmation mail displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages show a status of "delivered", please contact customer service for assistance within 24 hours of package delivery. It is very important that we are contacted immediately if your package has been delivered but you did not receive the package. We will contact the shipping company on your behalf and begin an investigation into the missing package. If we are not notified within the first 48 hours after the package was delivered we cannot be held liable for package recovery or replacement.

 

GWS USA limited warranty

1. GWS USA warrants GWS products to be free from defects at the date of purchase. These conditional warranty does not cover any component or parts damaged by misuse or modification.

2. In that GWS has no control over the final assembly, no liability shall be assumed nor accepted for any damage resulting from use or misuse by the user of the final assembled products, the user accepts all resulting liability.

3. For all GWS Batteries and Motors, those will not be applied to any conditional warranty and with no grace period; GWS will be only liable for the original defective ones upon shipping to your location. Any defective battery or motor will be resulted in an exchange via your claims during the three business days after you received ones. A deliver slip may be request from you for any exchange claim to GWS USA.

4. Any Styrofoam materials products will solely apply to the defective exchange rule without any warranty and grace period provided. The claims period shall be within 3 business days after you received ones. A shipping slip and photo picture may be requested to the process.

5. All GWS products except from Section 3 and Section 4 will be with a 30-day conditional warranty. All returns require a “Return Merchandise Authorization (RMA)” which can be obtained by contacting GWS. No returns of any type will be accepted without an RMA Form and will be returned to the sender. (Details please see RMA process.)

6. If it is determined that the product has been repaired or reworked by unauthorized persons or persons other than GWS factory authorized the conditional warranty will be void without exception. This Section will apply to all the GWS products.

7. All sent in packages shall be inspected upon received by GWS USA. All claims for damaged products must be made with the carrier within 3 days of the receipt of the package except Section 3 and Section 4.

8. All defective items must be processed through the manufacture or the distributor of the product. All returning items must be in new, saleable condition. They must have original packing material, manuals and accessories.
*GWS reserves the right to change or modify this warranty without notice.

REPAIR

For warranty repair, please contact GWS Customer Service at (909)332-2929.

HOURS AVAILABLE:

10:00 am - 5:00 pm Monday through Thursday, Pacific Time.

RMA request contact information:
E-mail: service@gwsus.com
Tel: (909) 332-2929
 

Return Policy

  • Receiving Damaged Shipments or Incorrect Items:

If your package was damaged in transit, please take photos immediately and contact an GWS representative. Damages and evidence of tampering on the outer packaging must be noted on the delivery receipt of the driver. DAMAGES MUST BE REPORTED WITHIN 48 HOURS of receiving the order. No exceptions. WRONG ITEMS MUST BE REPORTED WITHIN 3 BUSINESS DAYS of receiving the order. No exceptions.

  • You may return new and unused merchandise (with original contents and packaging) within 30 days of purchase

- Refunds to the original form of payment will be assessed a 15% restocking fee.
- Restocking fees will not apply to refunds issued as store credit.
- Refunds are for the cost of product only. Shipping and handling fees are non-refundable.

  • Items ineligible for return:

- Any item that has been used
- Kits with a broken protective seal
- Special Orders

  • For the return item, customers need to send the item back to us at the address below using any other trackable method, at your expense. Once we receive your package, we will promptly process an exchange or issue a refund in accordance with this policy. Please be certain to insure the package.

    Prepare your return package
    - Enclose the completed RMA form.
    - Enclose the packing slip. If you don't have it you can reprint it from your account at store.gwsus.com.
    - Enclose the item(s) with original product packaging.

    If you do not have the packing slip, please include the following information with your return:
    - Your name and billing address
    - The name, address and ZIP code of the person who placed the order, if it was a gift
    - The original purchase price and approximate date of the purchase
    - The item number of the merchandise, if available

    Please email us for return address information
    E-mail: service@gwsus.com

    GWS USA Service Dept.
     

RMA Policy and Procedure

1. Please read the GWS USA Products Warranty.

2. Any RMA request by customers, please contact GWS USA via email at service@gwsus.com, or call GWS USA Services Department at (909) 332-2929 before you ship any product to GWS USA.

3. After get the approval from GWS USA, you will be given an RMA number. Please send the specified product back with a completed RMA form and the copy of purchasing receipt which will not be over 30 days warranty period.

• RMA Form (Fill-able PDF)

br_download

4. Upon received the packages from customers, GWS USA RMA department will check the copy of receipt first. If the package is without copy of receipt or out of warranty, the request will be put as a pending status and customers will be informed so. An exception for the receipt requirement will be accepted only under the prior written permission by GWS USA.

5. GWS USA will under his discretionary judgment makes decision the service charge, if any, and process steps for RMA requests. The decision will be informed to clients in timely manner.

6. If everything is under the RMA rules, RMA department will take appropriate action either to make an exchange or repair the specified products then send back products to customers. Customers will receive an email once the items are received and the return has been processed.

• If you elected to receive Store Credit for your refund you will receive a gift certificate email and that credit will be automatically be applied to your next order.

• If you elected for a refund back to your original form of payment please allow 5-7 days for it to show on your credit card or bank statement. Paypal refunds should appear on your PayPal account within 1 business day.
Please allow for reasonable shipping time, as well as 3-5 days for our return processing time. Returns without a valid RMA number will not be accepted.

7. All customers are liable to the cost to ship any RMA request to GWS USA.

8. GWS USA WILL BEAR THE COST TO SHIP BACK THE REPLACEMENT OR REPAIR PRODUCTS TO CLIENTS; HOWEVER, IT WILL BE ONLY LIMIT TO LOW 48 STATES OF USA WHICH ARE NOT INCLUDING Alaska, Hawaii, Guam, Puerto Rico. FOR ALL OTHER AREAS WHERE ARE NOT IN LOW 48 STATES OF USA, CLIENTS MAY BE CHARGED THE SHIPPING COST FOR RMA REQUESTS.

9. Please write down your RMA number on the outside of the box/envelope and ship your package to:

GWS USA Service Dept

Please email us for return address information
E-mail: service@gwsus.com

TOP