Customer Service

Returns Policy

Need to return something? Not a problem. Call our Customer Service Personnel. As you may expect, we ask that you return your purchase in unused condition, with its original packaging intact. Please take a look below for specific instructions regarding your merchandise.

Returning Merchandise
Return shipping is at your expense, using the carrier of your choice. When sending merchandise back to our warehouse, please be sure to purchase insurance and a tracking number for your package. We are not responsible for your return packages. In this case, simply address your return package to Charlene Products, Inc. with the Return Authorization Number (RA#) printed on the top of the package. The return address can also be found on the front of your invoice or packing slip. Then take your package to the carrier of your choice.

General Merchandise
Please note: Any merchandise after 30 days of purchase will not be accepted.
To be accepted for return, items must be in their original purchase condition, including the original product packaging, manufacturer's containers, documentation, warranty cards, manuals, and all accessories. Any item that you received with tags attached must be returned with those tags intact. Any items with custom embroidery or imprinting cannot be returned. Items purchased as part of a set or multi-item pack may not be returned individually. Returns that do not meet these requirements will not be issued a refund and shipping back to you will be at your expense.

  1. Contact Charlene customer service at 1-800-888-6188. Please have your invoice ready.
  2. A Return Authorization Number (RA#) will be issued. This number should be printed on the top of the package you are returning. Address your package to the Returns Department at Charlene Products, Inc.
  3. Pack the merchandise you are returning, including the original invoice or packing slip, in the original box. We suggest that you make a copy of the invoice or packing slip for your records.
  4. If you are using our UPS call tag, attach the UPS return label to your package and make a note of the tracking number on the label for your reference. Ship your return package using UPS. To locate the UPS drop-off location nearest you, visit www.ups.com. If return shipping is at your expense, use the carrier of your choice. For your protection, we recommend you insure your package against loss and request a delivery confirmation or tracking number. Save your shipping receipt until you receive your refund. We're sorry, we do not accept COD returns of any kind.

Call for General Merchandise Shipping Address

We will email or call you to confirm receipt of your return package. After we have received your return, inspected it, and approved it for a refund, we will credit the approved refund amount to your account or credit card. Please allow one to two billing cycles for your credit to appear on your statement.  Returns may subject to a 15% restocking fee. Shipping charge is not refundable.

Late Returns:
We can accept returned merchandise for up to 30 days from the date you originally received it. Unfortunately, items received after the 30-day return period cannot be accepted for a refund, and your package will be returned to you at your expense. If we receive the same late return package a second time, we will keep your merchandise and no credit will be issued.

Damaged or Defective Merchandise:
If you believe a product was shipped in error from Charlene Products, Inc., turns out to be defective, or was damaged in transit, please call Customer Service at 1-800-888-6188 or email us so we can resolve the problem. Please keep in mind that all returns must be made within 30 days of receipt.

FAQ's:

When Will My Credit Card or Account be Credited?
Once your return has been received and accepted, please allow one to two billing cycles for your credit to appear on your statement.

Will I be Charged for Return Shipping?
Return shipping is at your expense, using the carrier of your choice.

Can I Return Garments if I Purchased the Wrong Size?
If you purchased the wrong size, the garment may be exchanged for another size only if it is unused and has not been printed, embroidered, decorated, used or washed. Call Customer Service at 1-800-888-6188 or email us for an Exchange Authorization Number (EA#) within 10 days from receipt of order. All shipping and handling charges are at your expense.

Can I Still Return Merchandise I Bought at a Trade Show?
If merchandise was bought at a trade show, no refunds will be made. However, an exchange is available for the same product only if it is unused in original packaging and has not been printed, embroidered, decorated, used or washed. Call Customer Service at 1-800-888-6188 or email us for an Exchange Authorization Number (EA#) within 10 days from receipt of order. All shipping and handling charges are at your expense.

Can I Still Return a Garment That Has Been Embroidered?
Any garment that has been embroidered or decorated will not be accepted for return for any reason.