Shipping Information
Order Processing Time
All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.
Shipping Methods & Delivery Time
| Shipping Method | Carrier | Delivery Time | Cost |
|---|---|---|---|
| Standard Shipping | DHL or FedEx | 10-15 business days after shipment | $12.95 |
| Free Shipping | EMS | 15-25 business days after shipment | Free on orders over $50 |
Returns & Exchanges Policy
At WEN Products Store, we stand behind the quality of our professional-grade tools. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns and exchanges process.
Return & Exchange Timeframe
You may return or exchange most items within 15 days of receiving your order.
Return Conditions
To be eligible for a return or exchange, your item must be:
- In original packaging with all tags and accessories
- Unused and in the same condition as received
- Accompanied by the original receipt or proof of purchase
⚠️ Non-Returnable Items
Due to safety and hygiene reasons, the following products cannot be returned or exchanged:
- Chainsaws & Pole Saws once the chain has been installed or used
- Power Tools that show signs of use or have been removed from original packaging
- Pressure Washers that have been filled with fluids or show evidence of use
- Snow Blowers that have been fueled or show signs of operation
These restrictions help ensure customer safety and product integrity for all our professional tool users.
Return Process
- Contact Us – Email our support team at [email protected] with your order details and reason for return
- Receive Authorization – We’ll provide a Return Authorization Number and shipping instructions
- Package Your Item – Securely pack the item in its original packaging
- Ship Your Return – Send the package to our warehouse address (provided in authorization email)
- Processing – Allow 3-5 business days for processing once we receive your return
Refund Information
Once your return is received and inspected, we will process your refund within 3-5 business days. The refund will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 3-5 business days after processing
- PayPal: 1-3 business days after processing
Please note: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer unless the return is due to our error.
Exchange Process
For exchanges, follow the same process as returns. Once we receive your returned item, we’ll ship the replacement product using your preferred shipping method. Additional shipping charges may apply for expedited delivery.
Return Shipping
Customers are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we will receive your returned item.
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Dear WEN Products Store Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Product Name: [Product You Wish to Return/Exchange]
Reason for Return/Exchange: [Please describe the reason]
Preferred Resolution: [Refund / Exchange for (specific product)]
I confirm that the item is unused and in its original packaging with all accessories.
Please provide return instructions and the required Return Authorization Number.
Thank you,
[Your Full Name] [Your Phone Number]Need Assistance?
Our customer service team is here to help with any questions about shipping, returns or exchanges:
Email: [email protected]
Response Time: 24-48 hours
Mailing Address:
WEN Products Store
1011 Devon Dr
Hayward, US 94542
Thank you for choosing WEN Products Store for your professional tool needs. We’re committed to ensuring your complete satisfaction with every purchase.