Returns & Exchanges

At Norton Supply Company, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we're here to help. Our goal is to make the return process as simple and straightforward as possible.

Our Return Policy at a Glance

Return Window: You have 30 days from delivery to initiate a return.
Item Condition: Items must be unused, in their original packaging, and in resalable condition.
Refunds: A refund will be issued to your original payment method once the items are received and inspected at our warehouse.
Return Shipping: The customer is responsible for return shipping costs.
Exceptions: Specially ordered items (e.g., furniture, change machines) and custom-printed products are not eligible for return.

How to Start a Return

Start a return online (fastest)

Sign in with the email you ordered with. We'll send you a one-time code, and no password is needed. Open your order and click Request return, choose the items and reason, and we'll email you once it's approved with next steps.

Start a return

Online returns are available for orders placed on or after September 22, 2026. For earlier orders, or if you prefer, use the steps below.

Prefer to talk to us? Follow these steps:

Step 1: Contact Us for an RMA Number
Before sending anything back, please contact our customer service team to request a Return Merchandise Authorization (RMA) number. This number helps us track and process your return efficiently.
• Email: sales@nortonsupply.com
• Phone: (800) 869-7664
Please provide your original order number and the reason for the return.

Step 2: Package Your Items Securely
Please pack the items in their original packaging to prevent damage during transit. Clearly write your assigned RMA number on the outside of the shipping box.

Step 3: Ship Your Return
Send the package to our warehouse address below. We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.
Norton Supply Company
Attn: Returns (RMA # _______)
4972 S County Trail
Charlestown, RI 02813

Frequently Asked Questions

What if my order arrived damaged or incorrect?

If you received a damaged, defective, or incorrect item, please contact our customer service team within 5 business days of receiving your order. We will work with you to resolve the issue promptly and will cover the cost of return shipping for any errors on our part.

How long does it take to get my refund?

Once we receive your return at our warehouse, please allow 3-5 business days for our team to inspect the items and process the refund. You will receive an email notification once the refund has been issued. It may take an additional few days for the credit to appear on your bank or credit card statement.

Can I exchange an item?

The fastest way to handle an exchange is to return the original item for a refund and place a new order for the product you need. This ensures you get your desired item as quickly as possible.

What items cannot be returned?

As stated in our policy, we cannot accept returns for specially ordered items, including most furniture and change machines, or any items that have been custom printed or personalized in any way. If you are unsure if your item is eligible for return, please contact us before ordering.