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Shipping & Returns

Return Privileges and Refund Policy:

In the event of you receiving a product that you are not satisfied with, please see the parameters below on how to handle. Please feel free to contact one of our friendly customer service representatives if you need further clarification.
Overall, no returns (defective or non-defective goods) will be accepted without notification to our team and without us in turn giving you a return authorization(RA) number.

  • Return Procedure:

Please notify us by phone (815.561.1221) or email us here in the case of returning an order. An RA number will be issued to you depending on the nature of your return. For either defective or non-defective returns, we will need some way of tying your returns with the original invoice in order to properly credit or replace the merchandise for your customers. Therefore, any one of the following reference numbers must appear on your returned packages:

  • Your original PO number and Sunnywood Account Number
  • Our Sales Order Number
  • Our Invoice Number
  • Our RA Number

**Please understand that unknown packages delivered to us without reference numbers nor instructions from you cannot be handled effectively and we will have no way to properly service these cases. The packages that are of this status will be refused on delivery and returned to sender.

  • Return Policy on Non-Defective Goods:

Return request must be made within one week of receipt of goods. Merchandise must be returned in original condition and freight prepaid. A 20% restocking fee will be applied on all non-defective returns. Custom made orders and discontinued items are not returnable.

  • Return Policy on Defective Goods:

Return request must be made within 30 days of receipt of order. When you call customer service to alert them they will advise you how to proceed with the product (whether we will send a call tag or an RA number etc will be advised at that time) and we will also need to know if you would like a replacement or a credit to your account.

  • Defective Items Due to Freight Damage:

A note will be included in all out going packages for the consumer to inspect the package for damage due to the freight carrier. All claims for items defective due to freight damage must be made with UPS/Fed-Ex.

  • Defective Replacement Direct to the Consumers (For Drop Ship Customers):

Upon notification from the retailer a RA number will be issued and a replacement with a return shipping label will be sent to the consumer. A note will be included in the carton instructing the consumer to place the defective item back into the carton and use the return shipping label to ship the product back to us via UPS (they will need to bring the carton to any UPS drop of location). If the defective return is not received back in our warehouse within 28 days from the date of shipping, the second piece shipped to the consumer will be considered as a second "sale" at that time and an invoice/charge will be processed.

  • Defective Requesting Credits (For Drop Ship Customers):

Upon notification from the retailer a RA number will be issued and a return shipping label will be mailed to the consumer. A note will be included instructing the consumer to place the defective item back into the original carton and use the return shipping label to ship the product back to us via UPS (they will need to bring the carton to any UPS drop off location). We will close/cancel the call tag after 28 days if the return has not been received back at Berger Novelties & Awards, Llc.'s warehouse by then. After receipt of the returned item a credit will be issued for the cost of the item, if deemed defective.

 Berger Novelties & Awwards, Llc.. offers a 30 day return privilege.

  • Within 30 days of delivery, merchandise may be returned in new condition and original packaging for exchange for other merchandise without incurring a restocking charge. 
  • Merchandise can also be returned for refund: if returned in less than 7 days of time of purchase a 10% restocking fee will be accessed.
  • Within 30 days of time  of purchased a 20% restocking fee will be accessed.
  • Please contact us if you have received merchandise that is damaged or defective immediately.
    • Failure to  report problem within 24 hours of receiving merchandise could void return privilege.
  • Replacement items will be shipped by a carrier and service of  our discretion.
  • Shipping and handling charges are not refundable.  

Items returned more than 30 days after delivery, used or not in new and resalable condition  will not be accepted for return or refund and will be held for you to claim.


The following items are not returnable: 

  • Custom-made and made to order merchandise
  • Special orders
  • Personalized items
  • Items identified as clearance or no returns.

Berger Novelties & Awards, Llc. hates to say no! Therefore, please do not ask us to make any exceptions to our return privileges.

Our address for returns is:

Berger Novelties & Awards, Llc.
Returns Department
15234 E. Lindenwood Rd.
Lindenwood, IL. 61049-9501

 

  • We recommend you send your return via a trackable service such as parcel post with delivery confirmation or UPS and insure it for your own protection as we can not be responsible for lost or damaged parcels. Be sure to maintain a copy of any tracking numbers in your records in case you need to contact us.
  • If your return is for exchange, please mark "Exchange" on a label or on package wrap and attach to the outside of your parcel. 
  • If your return is for exchange, we recommend you place a new order as soon as possible.
  • For any refused delivery or merchandise returned undeliverable, shipping and handling charges are not refundable.
  • Return freight charges will be deducted from your refund.
  • No refunds will be issued for undeliverable or refused deliveries on International shipments.
  • Allow 5 business days for your return to be processed.
  • Refunds will be made in the manner of original payment.
  • For credit cards, please allow 1 to 2 billing cycles for your refund to appear on your statement.
  • For refund checks, please allow 8 weeks.
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