Return Policy

We do our best to ensure quality satisfaction for our products. If for any reason you are not completely satisfied with your purchase you may return it within 30 days (international orders must be returned within 90 days). Thirteenth Floor will not be responsible for reshipping costs unless we are at fault for improper completion of the order.
My order was damaged during delivery. (Steps for return)
1. Take photos of the damaged product and original packaging. Email the photos along with your order number, a brief description of the damage and whether you’re requesting a refund or replacement to cs@thirteenthfloor.us.
2. You will receive an email within 24-48 hours confirming that your request is being reviewed.
3. After the review process is completed, we will contact you with our determination and how we will proceed to resolve the issue.

I changed my mind, product is not what I expected. (Steps for return)
1. Email your order number and reason for return/exchange to cs@thirteenthfloor.us.
2. Ship order back in its original packaging in the same condition as received to: Thirteenth Floor • 1440 E. Turkeyfoot Lake Rd., Akron, Ohio 44312
3. A refund/exchange will be processed once we have received the package and reshipping fees are paid. If requesting an exchange, send the reshipping fees via PayPal to sales@thirteenthfloor.us
4. Shipping charges will not be refunded.

Shipment returned due to incorrect address given.
1. We will reship your purchase once we have received the package, been given the correct address by the customer and reshipping fees are paid. Send the reshipping fees via PayPal to sales@thirteenthfloor.us
2. Shipping charges will not be refunded.

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