Frequently Asked Questions

1] Can I return new products to OSN for credit?

New products in pristine condition will be considered for return. Returns of new products are only at the discretion of OSN. Resalable products approved for return are subject to a 20% restocking fee. Products approved for return must be unopened in the original manufacturer's sealed packaging. Products that have stickers, price tags, labels or writing on the product, cannot be accepted for return.

2] Will OSN accept product returns if the product packaging has been opened and the product is not defective?

Non-defective products that have been opened are not eligible for return.

3] What is your defective return policy?

OSN will honor the return of most defective products within 90 days from the OSN invoice date. After the 90 day period please contact the manufacturer for warranty service.

4] How do I order a replacement for defective merchandise?

Credit will be issued for returned merchandise. Please contact OSN Customer Service to order replacement product. As a courtesy, OSN will prepay the ground freight for your defective replacement order. All defective products must be returned complete with all original components including instruction manual along with the original manufacturer's packaging/box.

5] How long does it take to receive credit for products returned?

Credit will be issued within 5 business days of receipt of the returned merchandise at OSN.

6] How do I go about returning items to OSN?

Please contact OSN Customer Service to obtain an RMA number. Customer Service will be happy to walk you through the return process.

7] Where do I send my authorized return?

Please double box and ship your authorized return to:

c/o Warehousing and Fulfillment Specialists, LLC
1501 County Hospital Road
Nashville, TN 37218

To ensure your credit is processed in a timely manner, please write the RMA number clearly on the outside of the shipping box to direct your shipment to our Return's warehouse for timely processing. Please do not write this number on the manufacturer's packaging/box.

8] How long do I have to report a problem with an order I placed through OSN?

Please contact OSN Customer Service within 7 days of the expected ship date or within 7 days of receiving the shipment

9] What happens if I refuse to accept delivery of a shipment from OSN?

Credit will be issued for the products refused, less a 20% restocking fee within 5 business days of receipt at OSN. Original shipping charges are to be paid by the customer. Additional freight charges may apply. Please contact OSN Customer Service for additional information.

10] What happens if a package is refused due to shipping damage?

Refused damaged shipments will be issued full credit upon 5 days of receipt of the shipment at OSN. To secure refusal credit and avoid restocking fee's, please note all damages on the freight bill.

11] How do I reach a OSN Customer Service Representative?

OSN Customer Service can be reached via phone, fax or email. All fax and email requests will be responded to within 24 hours. To reach Customer Service by phone, please call (888)-381-2390. Our fax number is (877) 321-7249. Our Customer Service mailbox is info@osnusa.com