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How to Successfully Buy Through Mail Order and Protect Your Rights
Mail Order sales are governed by rules of the Federal Trade
Commission (FTC) and various state laws.
FTC rules say:
1) The Seller must ship your order within 30 days of receiving
it, unless the advertisement clearly states that it'll take longer.
2) If it appears that your order will not be shipped when
promised, the Seller must notify you in writing in advance of the
promised date, giving a definite new date, if known, and offering
you the opportunity to cancel the order with a refund or consent to
a definite delayed shipping date or an indefinite delay.
3) The Seller's notice must contain a stamped self-addressed
card or envelope with which you can indicate your preference. If
you don't respond to this notice, the Seller may assume you agree to
the delay, but must either ship or cancel your order within 30 days
after the original shipping date promised or required. A prompt
refund must be made when an order is cancelled.
4) Even if you've consented to an indefinite delay, you retain
the right to cancel the order at any time before the item has been
shipped.
5) If you chose to cancel and order, that has been paid for by
check or money order, the Seller must mail you a refund within seven
business days. If you cancel an order for which you paid by credit
card, the seller must credit your account within one billing cycle
following receipt of your request. Store credits or vouchers in
place of a refund are not acceptable.
6) In the event that the item you ordered is unavailable, the
Seller may not send you substitute merchandise without your express
consent.
Tips When Ordering
State precisely what merchandise you want, specifying details
such as model, make, size, component parts, etc.;
Confirm the price and expected delivery date as stated in the ad;
Indicate whether you will accept a substitute product if the
item you ordered is unavailable, and, if not, that your payment
should be returned;
Don't send cash, you will have no record of payment if a problem
arises, and;
Keep a copy of your order and all other correspondence with the
seller. Your records should indicate the company's name, address
and phone number; a description of the item ordered; your cancelled
check or a copy of the money order; record the date you mailed the
order or the time and date of your conversation, and the name of the
person you talked with; and any sales slips and shipping receipts.
Ask about servicing and refund/return policies and with whom you
should correspond if there is a problem.
If You Have Problems
1) If you have not received your order as promised or if the
item is defective, immediately notify the Seller in writing
referring to your order by description, price, date, as well as by
account number and order number, if available. Make sure you keep a
copy of the letter.
2) If you complain by phone, send a follow-up letter to confirm
what was said.
3) If you think the merchandise is defective, reread your
product instructions and product warranty carefully to be sure you
don't expect features or performance the product isn't designed to
give. Then contact the Seller for instructions. Don't return it to
the Seller until you have been instructed to do so.
4) When returning merchandise make sure you keep the shipper's
receipt or packing slip; your right to be reimbursed for postal cost
is determined by store policy.
5) If you have completely discussed your problem with the
Seller and are still not satisfied, write to the consumer complaint
agency in the Seller's state, If you paid for the merchandise by
credit card, you may have rights to withhold payment under a Federal
law called the Fair Credit Billing Act.