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Terms and Conditions

Product Descriptions

Cymax and its affiliates attempt to be as accurate as possible. Material displayed on any of Cymax's websites is regularly checked for accuracy and is presented "as is," without any warranties, expressed or implied. Information on any of the Cymax websites might contain typographical errors, inaccuracies and/or omissions. These are unintentional. Cymax reserves the right to correct errors, inaccuracies and omissions, and change and/or update information without prior notice, including errors, inaccuracies and/or omissions related to product descriptions, pricing and availability. Cymax will not assume any responsibility for any errors, inaccuracies or omissions found on any of our websites.

Should a product be listed at an incorrect price or the description of the product displays erroneous information as the result of typographical errors or errors in pricing or other incorrect information from our manufacturers, we reserve the right to refuse or cancel any of these orders listed at an incorrect price. We reserve this right, even if payment has already been made. In the event that the order was confirmed and payment was processed, we will immediately issue a credit in the exact amount to the same payment method that was used to make the payment. We apologize for the inconvenience this might cause you. If you are not completely satisfied with your purchase, you may return it subject to the conditions as outlined in our Return Policy.

Cymax makes every effort to accurately display colors of products appearing on our websites. However, because the colors you see directly depend on your monitor settings, Cymax cannot guarantee that your monitor will accurately display the colors of items on our websites.

Website Content And Links To Third Party Sites

Cymax is also not responsible for any damages incurred as a result of the content or use of any of our websites. Further, any link between Cymax and any other website does not constitute an endorsement of the linked or affiliated website. Cymax does not make any warranty as to the content of other websites linked to Cymax. We apologize for any inconvenience this might cause.

Cymax websites may include links to websites owned, operated and maintained by third parties. We have no control over these websites. When you access these linked sites, please be aware that the privacy policies on these third party sites may be different from our own. Before submitting any personal information on any other site, please read the privacy policy of the linked site first.

Warranties, Disclaimers & Liability

It is the intention of Cymax that the information and data contained on any and all of our websites is reliable, accurate and up-to-date. However, because information, documents and other kinds of data have been compiled from various sources, it is provided "as is."

Cymax expressly disclaims all warranties, conditions and/or representations, expressed or implied, as to products sold on our websites, including, but not limited to, the implied warranties and/or conditions of merchantability or satisfaction regarding quality or fitness of purpose.

Further, Cymax does not warrant that our websites or the server(s) that makes it available are free of viruses or other harmful components, it being the user's responsibility to determine whether any information downloaded from our websites is free of viruses, worms, trojan horses, or other items of a potentially harmful nature. Under no circumstances shall Cymax or any of its managers, agents, employees, affiliates, subsidiaries, or any other representatives be liable to you or anyone else for any direct, indirect, incidental, special, punitive, consequential, exemplary, multiple or other indirect damages incurred by you or any third party, whether in an action in contract or in tort, arising from accessing, using or the inability to use, this website or any related matters regarding products sold on our websites.

Applicable LAW

You agree to comply with all applicable laws, statutes, ordinances and regulations regarding your use of any of our websites, and your purchase of products and/or services through any of our websites. Any infraction of the Terms and Conditions shall be governed by the laws of British Columbia and the laws of Canada without regard to any conflict of law provisions of your domicile residence or physical location. At our discretion, we may report any infractions or violations relating to the agreement to the appropriate authorities. You and Cymax each agree to submit to the personal and exclusive jurisdiction of the courts located within British Columbia. The failure of Cymax to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision. If any provision of the Terms and Conditions is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavor to give effect to the parties' intentions as reflected in the provision, and the other provisions of the Terms and Conditions remain in full force and effect. You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to the use of the Terms and Conditions must be filed within one (1) year after such claim or cause of action arose or be forever barred. If you do not agree to be bound by the above terms of use, you should immediately discontinue your use of this site.

Return, Damage And Cancellation

Standard Returns: If for any reason, you are not satisfied with your purchase, we will gladly accept your return request on most brands within 15 days of receiving your item(s). If you return an item that is offered with free shipping, the original outbound shipping costs will be deducted from your refund and the return shipping is the responsibility of the customer. In addition, a restocking fee (defined below) will be applicable to items being returned.

Non-returnable items:

  • Assembled and/or modified items;
  • Items without original packaging;
  • Custom made or special order items (example: fabric changes);
  • Bedding materials where the packaging has been opened;
  • Mattresses

Returns can be requested by logging into the "My Account" section of our website. Once the request is completed, a Return Merchandise Authorization (RMA) number will be provided by the manufacturer and a return address and detailed return instructions will be provided that will permit you to pick a suitable carrier so that you can return the item to the manufacturer. Items returned without an RMA number will generally be refused by the manufacturer’s warehouse and credit will not be processed.

All items must be returned in their original packaging, and unassembled. We are unable to offer returns for modified or assembled items as the manufacturer will deem these "used". Once you provide us with the return tracking number we will track your return to confirm its arrival back to the manufacturer. A refund will be credited to you once the manufacturer has receive and inspected the item to be as new without damages.

You can expect to receive your refund within 5-7 business days of receipt and inspection of the product by the manufacturer. However, the total time from shipment by you to refund by us may take up to 4 weeks. In most cases, the refund will be issued sooner. The four week timeframe includes carrier’s shipping time from your location to the manufacturer (5-14 business days); manufacturer’s product inspection (3-5 business days); and Cymax’s refund processing (1 business day), which authorizes Cymax’s credit card processor to send money through your method-of-payment’s interchange processing (i.e. Visa, MasterCard, Amex, etc. who take 1-2 business days).

Damaged Items: In the rare case that your item(s) arrive at your "Ship to" address in a damaged or defective state, replacements are usually offered at no charge. Simply note any damage on the carrier documentation upon delivery and contact us immediately. If you choose not to pursue replacements, the damaged or defective products can be returned for credit as outlined later in this policy.

Cancellations: Due to our commitment to process orders quickly, there is a limited period of time in which your order can be cancelled. Cymax is only able to accept cancellation requests via the "My Account" section of our website or by telephone. Please follow the directions below to submit a cancellation request. Most requests are reviewed and responded to within 2-3 business days.

Connect with us on "My Account" using the password provided in the confirmation email that you received when your order was placed. Within "My Account", you may request a cancellation online. Please note that this is only a request, acceptance or denial of the cancellation will be sent to the email on the order.

Your cancellation request will be sent to the manufacturer directly to confirm the order can be cancelled and that it has not already been prepared for shipping. All cancellation requests are forwarded directly to the manufacturer upon request. Cancellation requests are not approved for items that have shipped or been prepared for shipping.

You will receive an email from us indicating whether your cancellation request has been approved or declined. All cancellations are confirmed in writing: If you have not received an email confirmation, your order has not been cancelled. Cymax is unable to cancel an order once it has shipped or if it has been prepared for shipping by the manufacturer.

If we are unable to cancel your order as requested, you will receive a notification in writing explaining that your order was too late to cancel. If this should happen and you do not wish to receive your product, you may return it under our Standard Return Policy indicated above. Please review this policy and the information about refusal of orders at delivery.

If your order has successfully been cancelled, Cymax will initiate a refund. The processing time for the refund to appear to your original method of payment is 2 – 3 business days from the date of the confirmation email. This time frame allows Cymax, our 3rd party credit card processors, and your financial institution sufficient processing time to return your funds.

Cancelling Backordered Items/Discontinued Products: If you are canceling an order due to backorder or discontinuation, please contact our customer service department to confirm the backorder date before making your final decision.

Refusal of orders: A refusal of the item at delivery will be considered a return and credit will be issued back to your original payment method minus restocking fees (defined below) and round-trip shipping charges.

Undeliverable: In the case that our carrier was not able to deliver your item and the carrier needs to hold your item in storage for one of (but not limited to) the following reasons:

  • Wrong address and/or contact information provided to Cymax;
  • Customer is away from ship to address and/or is not able to accept delivery,

You will have 5 business days to respond to the carrier or contact Cymax to reschedule delivery (and some fees may apply). If no delivery has been scheduled within these 5 days, the order will be returned and refunded under our Standard Return Policy.

Restocking Fees: Restocking fees vary from manufacturer to manufacturer. Please contact us prior to purchase if you wish to inquire about the specific fee that could be associated should you wish to return an item.

Receipt of Product: Tracking details confirming how your order will be delivered will be emailed to you once your product ships. These tracking details allow you to see which carrier will be delivering your item and will confirm the type of delivery it will be.

Ground Shipments via UPS and/or FedEx: For all ground shipments you will be able to track your package online on the carrier’s website. This information will allow you to see an "estimated delivery date" which will give you the opportunity to be at your "Ship to" address when the package is delivered. If you are not available to receive the package, the carrier does have the ability to leave the package at the front door (or other area) if they deem it safe.

Truck Freight / White Glove Shipments: If we inform you that your order is shipping via a Truck Freight or White Glove Carrier, you will be required to be available at your "Ship to" address to receive the items. It is very important that the actual customer who placed the order be present to inspect the item and sign the delivery document.

If the packaging or product is damaged in any way, please be sure to note the specific damage on the delivery documents.It is the customer’s responsibility to note any and all problems with the order at time of delivery. If the issues with the delivery are not properly noted on the shipping document, Cymax may not be able to dispute the issues with the carrier or manufacturer on your behalf and as such may not be able to offer a satisfactory solution.

Follow the below steps to ensure that your order is properly accepted:

  1. Inspect the product while the driver is on site and note any problems or exceptions with the order on the delivery documents provided. Even if the package appears only slightly damaged, write "Package Damaged" when you sign for the delivery. This is very important.
  2. Inspect all item pieces before assembling the product and report any problems to Cymax immediately (at 1-866-740-9830 (phone number changed per website)).
  3. We understand that some delivery drivers may be in a rush, but please ensure to take the time to thoroughly inspect the item and packaging prior to signing the delivery document.

Orders arriving Damaged or Defective: Our ultimate goal is to ensure you are fully satisfied with your order. Although it is rare for items to arrive damaged, we understand that it does occasionally occur. In the unlikely event that your order arrives damaged, we will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you.

During the delivery of your item, please ensure you fully inspect all packages. Should there be clear damage to both the packaging/product, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons.

Should you notice any damage to the packaging (no matter how minor), please take a moment to open the packaging and inspect the product. In the event the product is also damaged, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons. Naturally, should the item be in good condition, please accept delivery as normal.

Should you notice any damage to the packaging and the carrier will not allow you to open and inspect the product, in the carrier’s presence, please note the packaging damage on the carrier’s paperwork and the carrier’s refusal to wait and accept the item. Upon inspection, if the product is also damaged, please contact us within 48 business hours of receipt. We recommend taking pictures of damaged packages and products during the delivery and while you open the packaging.

For truck freight (also referred to as back-of-truck, or less-than-truckload LTL shipments) or premium-service level (such as White Glove) deliveries, your notation of damage is essential. It is this notation that will allow us to provide the proper free replacements to you. Below is a sample of the correct way to sign for damage for our truck freight carriers.

Damage Note Image

Once damage is noted, or if an item is found to be defective, next steps should be initiated by logging into the "My Account" section of our website, or by contacting our customer care team at 1-866-740-9830. Both of these options will allow you to file a replacement request. Please see the "Replacement Request" section below.

When dealing with a damage or defect issue, photos are essential. Photos assist us with clarity of communication to the carrier and manufacturer, which ensures replacements are sent to you as quickly as possible.

In some cases you will be asked to identify the damaged parts by referencing the part number and description in the assembly instructions. All replacement requests are submitted directly to the manufacturer and depending on the severity of the damage they will determine if parts can correct the issue or if a new unit will need to be shipped.

Replacement Request:

To submit a request:

  1. Submit your replacement request within 10 days of receiving your order by logging into the "My Account" section of our website.
  2. Complete the request form in detail and follow any manufacturer’s special notes that are listed at the top of the request form.
  3. Once the request has been submitted, you can expect to receive an email from our Replacements team within 5-7 business days.

If you decide to not pursue replacements, your order can still be returned as outlined in our Standard Return Policy noted above.

If you prefer to not receive replacements and we have determined that the damage that resulted was carrier related and the damage was noted upon receipt you can request a full refund. This process will take a little longer as we will need to retrieve the delivery documents to confirm it was correctly notated.

Sales Tax Cymax does not charge Sales Tax within the USA, except for customer orders shipped to the State of Virginia. Customers are requested to understand their tax requirements associated with buying online. All Canadian orders will be charged the taxes applicable to the customer’s "Ship to" Province. The exact tax will be shown in the checkout page after you have entered the shipping address.

Use of this site and/or purchases from Cymax constitute acceptance of the above Terms and Conditions.