For faster service, please log in to My Account where you can submit cancellation requests as well as your new replacement and return requests, in addition you can also upload your images and check order updates.
My Account:
My Account is just another way that Cymax Stores is making your online shopping experience that much easier and enjoyable.
You can use this service for the following:
View the most up to date information about your order.
Obtaining tracking information/tracking numbers.
Requesting a cancellation.
Requesting replacement parts or a return.
Updating your billing information.
Once you submit your cancellation, return or replacement request you will have access to submit m essages directly to our team via My Account.
By Phone:
Toll Free 1-866-740-9830 Sales: Mon-Fri 7:00 AM -5:00 PM PST Customer Service: Mon-Fri 8:00 AM - 4:00 PM PST
Mail:
Please note we do not accept returns at either address listed below, should you wish to return your product please submit your request via My Account
Cymax USA
12020 Sunrise Valley Drive Suite 100 Reston, Virginia 20191 United States
Cymax Canada Unit 310, 4170 Still Creek Dr Burnaby, BC V5C 6C6 Canada
Privacy Policy
At Cymax Stores, we understand and share your concerns about privacy. This privacy policy describes how Cymax Stores and its affiliates (“we” or “us”) collect, use and share information. It also describes the choices you have regarding our collection, use and retention of your information. We do not sell the personal information of our users.
TYPES OF INFORMATION COLLECTED
Personal information is information that allows an individual to be identified specifically. Non-personal information is information that does not allow an individual to be identified specifically. We may collect both personal information and non-personal information when you visit our websites, or otherwise contact us, or from other sources as described below.
PERSONAL INFORMATION
You may be asked to provide us with personal information to register for our services, and to enable us to process your orders or otherwise provide you with the products or services you have requested. When required for such purposes, we share this information with certain outside parties such as payment processors, product manufacturers and carriers. This includes information such as:
Names
Telephone numbers
Email addresses
Mailing addresses
Providing such personal information to us is at your discretion. However, we may not be able to provide certain products or services to you if you do not provide us with personal information.
NON-PERSONAL INFORMATION
In order for us to monitor and improve our services, and customize your experience with us, we collect various non-personal information about your visits to our websites. This information is collected and stored using a variety of common technologies such as cookies, web beacons, tags and log files. We store and analyze this information to ensure that our sites continue to offer products and services with you in mind. This includes such information as:
Internet Protocol (IP) addresses, operating systems used, browser information, device types used, internet service providers, date/time stamps, clickstream data and which of our websites you’ve visited.
Cookie information. A cookie is a block of text placed in a file on the user’s hard drive by a website you’ve visited. We use cookies to observe a visitor’s navigation through our websites, identify ways to improve the shopping experience, personalize our websites, provide online advertising, and save your shopping cart information. Cookies are never used to store sensitive personal information like customer names, addresses, passwords or credit card information.
Acceptance of cookies is not a requirement to browse any of our websites. However, some features of our websites, such as the shopping cart feature, may not function if you refuse to accept cookies. The “help” section of most browsers’ toolbars provide information on disabling cookies and/or requiring your permission for their acceptance. You can also delete cookies already stored on your hard drive. If you object to enabling cookies on your browser or are otherwise unable to use cookies, but would like to purchase an item from one of our websites, you can place your order by calling our toll free number (866) 740-9830. Please note that any information you provide over the telephone is still subject to our Privacy Policy.
SOCIAL MEDIA
Our websites may allow you to connect and share information with certain social media platforms, such as Facebook, Instagram, Twitter, Pinterest and Houzz. These features may collect and display your personal information and non-personal information, and may implement cookies, plug-ins and/or APIs in order to function properly. By choosing to connect and share content or communications with any third-party social media platform, you authorize us to share your information with such platform, which information becomes subject to the privacy policy of such platform. We cannot be responsible for any use of your information or content by a third-party platform, which you use at your own risk, and we encourage you to review the privacy policies of any such platforms for further information.
If you access our websites through your mobile device, we may collect information regarding your location for the sole purpose of facilitating the fulfillment of your order. We do not share your location information with third parties. You may block access to your location through your mobile devices’ preferences menus. We may also collect information on the type of mobile device used, its mobile device identifier, its mobile operating system, web pages you visit on our mobile website, search terms, the type of mobile internet browsers you use and information about the way you use our mobile website. We use this information to obtain data about your visits to our websites, your general shopping habits, how you use our mobile platforms and how we might improve them.
THIRD PARTY WEBSITES
Our websites include links to other websites whose privacy practices may differ from ours. If you visit any third-party websites or submit information to any such sites, your information is governed by the privacy policy of such websites, and we are not responsible for the information collection and use practices of third-party websites. We encourage you to carefully review the privacy policy of any websites you use prior to providing them with your information.
“DO NOT TRACK” TECHNOLOGY
“Do Not Track” technology allows users to choose in their web browsers whether they want their browsing to be tracked across websites. Industry efforts to standardize “Do Not Track” technology and policies are as yet, ongoing. As these technologies and policies are not yet standardized, we do not currently honor “Do Not Track” requests.
HOW THE INFORMATION WE COLLECT IS USED
In addition to the purposes explained above, the information we collect may be used to:
Process and fulfill customer orders and returns;
Process customer payments and refunds;
Provide notifications;
Improve our services, websites and offerings;
Respond to user inquiries;
Facilitate customer reviews/feedback;
Conduct analytics;
Prevent fraud and enhance network security;
Comply with tax reporting obligations and potential requests of governmental agencies; and
Send promotional and marketing information.
HOW THE INFORMATION WE COLLECT IS SHARED
In order to operate our websites and provide you with the products and services you have requested, we may share information with third parties. We may transmit your information to service providers who assist us with services such as processing and fulfilling orders, shipping products ordered by customers, processing payment information, sending advertising and marketing materials on our behalf, providing search results and links, providing services for customer reviews and feedback, and tax reporting. These third-party service providers may have access to personal information of our customers needed to perform their functions and will use such information only for such specific purposes.
We may make your personal information available to our affiliated companies that are part of the Cymax Stores family of companies (e.g. parent company, sister companies, subsidiaries, joint ventures, or other companies under common control) who we believe may have products or services of interest to our customers. Other than as described herein, we do not share your personal information with any outside organizations not part of the Cymax Stores family of companies.
If Cymax Stores is involved in a merger, acquisition, reorganization or sale of all or a portion of its assets, customer information will likely be shared for evaluation purposes and included among the transferred assets. We may share any data within our databases and may transfer title to that data as part of any such transaction. Any successor in interest will remain bound by the terms of this Privacy Policy as it relates to your information.
Some of our websites provide the opportunity to post comments or reviews in a public forum. If you choose to submit information on these pages, that information may be publicly available.
We may provide any and all information we have about you to law enforcement or other government agencies pursuant to a subpoena, bankruptcy proceedings, warrant, or other order by a court of competent jurisdiction, or when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request.
YOUR CHOICES REGARDING THE INFORMATION WE COLLECT
MODIFYING OR DELETING YOUR PERSONAL INFORMATION
When you register with Cymax Stores or place an order with us, and enter your email address, you are automatically assigned an account with us. You can log into your account at any time in order to change any of your contact information.
If you would like to delete your personal information, please contact us here, checking the “delete information” box, or by using the contact information provided below. Information you provide in your request will be used solely for verification of your identity. Upon verification of your identity, your personal information will be deleted from our databases. However, in accordance with applicable law, certain of your information may be retained in our archives, for internal lawful purposes, to complete outstanding orders, to resolve disputes, to enforce our rights and/or to comply with legal obligations.
PROMOTIONAL EMAILS
You can unsubscribe to our promotional emails at any time by clicking on the Unsubscribe link in the email you received. Since our databases batch update, you may continue to receive communication for up to 7 days from the date you unsubscribed. We regret, we are no longer able to accept unsubscribe requests by phone or over email to customer service. For updating your email address, please subscribe with your new id and unsubscribe the old one. Unsubscribing from promotional emails does not remove you from receiving important updates related to your account or transactions such as those related to order status or shipment.
CALIFORNIA PRIVACY RIGHTS
This Privacy Policy describes how we may share your personal information for marketing purposes. California residents are entitled to request details regarding the information we have collected on them (if any), including the categories of such information and its sources, the business or commercial purposes for collecting their information, and the categories of third parties with whom we have shared their information (if any). Such requests may be made no more than twice in any twelve month period. If you are a California resident and wish to request such information, please contact us here, checking the “request information” box, or by using the contact information provided below.
RIGHT TO REMOVAL OF POSTED INFORMATION – CALIFORNIA MINORS
If you are under 18 years of age, reside in California, and have a registered account with Cymax Stores, you have the right to request removal of unwanted information that you publicly post on our websites. To request removal of such information, you can contact us as provided below. Upon receiving such a request, Cymax Stores will make sure that the information is not publicly available on our websites, but the information may not be completely or comprehensively removed from our systems or databases.
NON-U.S. BASED CUSTOMERS
Customers residing outside the United States are advised that their personal information may be processed in the United States, and that privacy laws in their home country may be more restrictive than those in the United States. By submitting your personal information to us, you agree to the transfer, storage and processing of such information in the United States.
SECURITY
We appreciate that a customer might be hesitant to send personal information over the internet. Cymax Stores has security measures in place to protect the loss, misuse and alteration of any information you submit on any of our websites. To keep your information safe and secure during transmission, we use high-end encryption technology. However, no method of internet data transmission or electronic storage of information is fully secure, and we cannot guarantee the security of your personal information.
CHANGES TO PRIVACY POLICY
Changes to our Privacy Policy will be indicated on our website, and the “last updated” date at the bottom of this Privacy Policy will be updated accordingly. We will also notify you of updates to the Privacy Policy by sending a notice via the email address listed in your Cymax Stores account, or otherwise on file with Cymax Stores, if any. The updated Privacy Policy will be effective as of its posting on our websites, and your continued use of our websites and services acknowledges your agreement to the terms of such updated Privacy Policy. If you have further questions about Cymax Stores' Privacy Policy, please do not hesitate to contact us using the contact information below.
CONTACTING US
If you have any questions regarding this Privacy Policy and Cymax Stores’ policies and practices with respect to your personal information, please contact us at:
Cymax USA
Attn: Privacy Compliance
12020 Sunrise Valley Drive, Suite 100
Reston, VA 20191 [email protected]
Requests for deletion of your information and requests by California residents for further information regarding our collection, use and sharing of information must contain your full name, address, email address, and phone number, which information shall be used solely to confirm your identity and the validity of your request.
Policy last updated: December 31, 2019.
Security Information
We appreciate that a customer might be hesitant to send personal information over the internet. CymaxStores has security measures in place to protect the loss, misuse and alteration of any information you submit on any of our websites. To keep your information safe and secure, we use Thawte and Hacker Safe, 128-bit SSL which is the highest encryption protection commercially available.
When you place an order with CymaxStores, and enter your email address, you are automatically assigned an account with us. You can come back at any time and log into your account with your email address, and all of the data in your account will be accessible, in the event that you wish to change any of your contact information or you wish to place future orders with us. No credit card information is ever stored.
Send Us Your Suggestions
Customer feedback is very important to us. We are always looking for ways to serve you better. We want you to become a lifelong shopper with CymaxStores.
Cymax and its affiliates attempt to be as accurate as possible. Material displayed on any of Cymax's websites is regularly checked for accuracy and is presented "as is," without any warranties, expressed or implied. Information on any of the Cymax websites might contain typographical errors, inaccuracies and/or omissions. These are unintentional. Cymax reserves the right to correct errors, inaccuracies and omissions, and change and/or update information without prior notice, including errors, inaccuracies and/or omissions related to product descriptions, pricing and availability. Cymax will not assume any responsibility for any errors, inaccuracies or omissions found on any of our websites.
Should a product be listed at an incorrect price or the description of the product displays erroneous information as the result of typographical errors or errors in pricing or other incorrect information from our manufacturers, we reserve the right to refuse or cancel any of these orders listed at an incorrect price. We reserve this right, even if payment has already been made. In the event that the order was confirmed and payment was processed, we will immediately issue a credit in the exact amount to the same payment method that was used to make the payment. We apologize for the inconvenience this might cause you. If you are not completely satisfied with your purchase, you may return it subject to the conditions as outlined in our Return Policy.
Cymax makes every effort to accurately display colors of products appearing on our websites. However, because the colors you see directly depend on your monitor settings, Cymax cannot guarantee that your monitor will accurately display the colors of items on our websites.
Website Content and Links to Third Party Sites
Cymax is also not responsible for any damages incurred as a result of the content or use of any of our websites. Further, any link between Cymax and any other website does not constitute an endorsement of the linked or affiliated website. Cymax does not make any warranty as to the content of other websites linked to Cymax. We apologize for any inconvenience this might cause.
Cymax websites may include links to websites owned, operated and maintained by third parties. We have no control over these websites. When you access these linked sites, please be aware that the privacy policies on these third party sites may be different from our own. Before submitting any personal information on any other site, please read the privacy policy of the linked site first.
Warranties, Disclaimers & Liability
It is the intention of Cymax that the information and data contained on any and all of our websites is reliable, accurate and up-to-date. However, because information, documents and other kinds of data have been compiled from various sources, it is provided "as is."
Cymax expressly disclaims all warranties, conditions and/or representations, expressed or implied, as to products sold on our websites, including, but not limited to, the implied warranties and/or conditions of merchantability or satisfaction regarding quality or fitness of purpose.
Further, Cymax does not warrant that our websites or the server(s) that makes it available are free of viruses or other harmful components, it being the user's responsibility to determine whether any information downloaded from our websites is free of viruses, worms, trojan horses, or other items of a potentially harmful nature. Under no circumstances shall Cymax or any of its managers, agents, employees, affiliates, subsidiaries, or any other representatives be liable to you or anyone else for any direct, indirect, incidental, special, punitive, consequential, exemplary, multiple or other indirect damages incurred by you or any third party, whether in an action in contract or in tort, arising from accessing, using or the inability to use, this website or any related matters regarding products sold on our websites.
Applicable Law
You agree to comply with all applicable laws, statutes, ordinances and regulations regarding your use of any of our websites, and your purchase of products and/or services through any of our websites. Any infraction of the Terms and Conditions shall be governed by the laws of British Columbia and the laws of Canada without regard to any conflict of law provisions of your domicile residence or physical location. At our discretion, we may report any infractions or violations relating to the agreement to the appropriate authorities. You and Cymax each agree to submit to the personal and exclusive jurisdiction of the courts located within British Columbia. The failure of Cymax to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision. If any provision of the Terms and Conditions is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavor to give effect to the parties' intentions as reflected in the provision, and the other provisions of the Terms and Conditions remain in full force and effect. You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to the use of the Terms and Conditions must be filed within one (1) year after such claim or cause of action arose or be forever barred. If you do not agree to be bound by the above terms of use, you should immediately discontinue your use of this site.
Risk of Loss
Except as otherwise set forth herein, the risk of loss for and title to products purchased on the Site passes to the purchaser upon delivery to the carrier.
Return, Damage and Cancellation
Standard Returns:
If for any reason, you are not satisfied with your purchase, we will gladly accept your return request on most brands within 15 days of receiving your item(s). If you return an item that is offered with free shipping, the original outbound shipping costs will be deducted from your refund and the return shipping is the responsibility of the customer. In addition, a restocking fee (defined below) will be applicable to items being returned.
Non-returnable items:
Assembled and/or modified items;
Items without original packaging;
Custom made or special order items (example: fabric changes);
Bedding materials where the packaging has been opened;
Mattresses
Returns can be requested by logging into the "My Account" section of our website. Once the request is completed, a Return Merchandise Authorization (RMA) number will be provided by the manufacturer and a return address and detailed return instructions will be provided that will permit you to pick a suitable carrier so that you can return the item to the manufacturer. Items returned without an RMA number will generally be refused by the manufacturer’s warehouse and credit will not be processed.
All items must be returned in their original packaging, and unassembled. We are unable to offer returns for modified or assembled items as the manufacturer will deem these "used". Once you provide us with the return tracking number we will track your return to confirm its arrival back to the manufacturer. A refund will be credited to you once the manufacturer has receive and inspected the item to be as new without damages.
You can expect to receive your refund within 5-7 business days of receipt and inspection of the product by the manufacturer. However, the total time from shipment by you to refund by us may take up to 4 weeks. In most cases, the refund will be issued sooner. The four week timeframe includes carrier’s shipping time from your location to the manufacturer (5-14 business days); manufacturer’s product inspection (3-5 business days); and Cymax’s refund processing (1 business day), which authorizes Cymax’s credit card processor to send money through your method-of-payment’s interchange processing (i.e. Visa, MasterCard, Amex, etc. who take 1-2 business days).
Damaged Items:
In the rare case that your item(s) arrive at your "Ship to" address in a damaged or defective state, replacements are usually offered at no charge. Simply note any damage on the carrier documentation upon delivery and contact us immediately. If you choose not to pursue replacements, the damaged or defective products can be returned for credit as outlined later in this policy.
Cancellations:
Due to our commitment to process orders quickly, there is a limited period of time in which your order can be cancelled. Cymax is only able to accept cancellation requests via the "My Account" section of our website or by telephone. Please follow the directions below to submit a cancellation request. Most requests are reviewed and responded to within 2-3 business days.
Connect with us on "My Account" using the password provided in the confirmation email that you received when your order was placed. Within "My Account", you may request a cancellation online. Please note that this is only a request, acceptance or denial of the cancellation will be sent to the email on the order.
Your cancellation request will be sent to the manufacturer directly to confirm the order can be cancelled and that it has not already been prepared for shipping. All cancellation requests are forwarded directly to the manufacturer upon request. Cancellation requests are not approved for items that have shipped or been prepared for shipping.
You will receive an email from us indicating whether your cancellation request has been approved or declined. All cancellations are confirmed in writing: If you have not received an email confirmation, your order has not been cancelled. Cymax is unable to cancel an order once it has shipped or if it has been prepared for shipping by the manufacturer.
If we are unable to cancel your order as requested, you will receive a notification in writing explaining that your order was too late to cancel. If this should happen and you do not wish to receive your product, you may return it under our Standard Return Policy indicated above. Please review this policy and the information about refusal of orders at delivery.
If your order has successfully been cancelled, Cymax will initiate a refund. The processing time for the refund to appear to your original method of payment is 2 – 3 business days from the date of the confirmation email. This time frame allows Cymax, our 3rd party credit card processors, and your financial institution sufficient processing time to return your funds.
If you are canceling an order due to backorder or discontinuation, please contact our customer service department to confirm the backorder date before making your final decision.
Refusal of orders:
A refusal of the item at delivery will be considered a return and credit will be issued back to your original payment method minus restocking fees (defined below) and round-trip shipping charges.
Undeliverable:
In the case that our carrier was not able to deliver your item and the carrier needs to hold your item in storage for one of (but not limited to) the following reasons:
Wrong address and/or contact information provided to Cymax;
Customer is away from ship to address and/or is not able to accept delivery,
You will have 5 business days to respond to the carrier or contact Cymax to reschedule delivery (and some fees may apply). If no delivery has been scheduled within these 5 days, the order will be returned and refunded under our Standard Return Policy.
Restocking Fees:
Restocking fees vary from manufacturer to manufacturer. Please contact us prior to purchase if you wish to inquire about the specific fee that could be associated should you wish to return an item.
Receipt of Product:
Tracking details confirming how your order will be delivered will be emailed to you once your product ships. These tracking details allow you to see which carrier will be delivering your item and will confirm the type of delivery it will be.
Ground Shipments via UPS and/or FedEx:
For all ground shipments you will be able to track your package online on the carrier’s website. This information will allow you to see an "estimated delivery date" which will give you the opportunity to be at your "Ship to" address when the package is delivered. If you are not available to receive the package, the carrier does have the ability to leave the package at the front door (or other area) if they deem it safe.
Truck Freight / White Glove Shipments:
If we inform you that your order is shipping via a Truck Freight or White Glove Carrier, you will be required to be available at your "Ship to" address to receive the items. It is very important that the actual customer who placed the order be present to inspect the item and sign the delivery document.
If the packaging or product is damaged in any way, please be sure to note the specific damage on the delivery documents.It is the customer’s responsibility to note any and all problems with the order at time of delivery. If the issues with the delivery are not properly noted on the shipping document, Cymax may not be able to dispute the issues with the carrier or manufacturer on your behalf and as such may not be able to offer a satisfactory solution.
Follow the below steps to ensure that your order is properly accepted,
Inspect the product while the driver is on site and note any problems or exceptions with the order on the delivery documents provided. Even if the package appears only slightly damaged, write "Package Damaged" when you sign for the delivery. This is very important.
Inspect all item pieces before assembling the product and report any problems to Cymax immediately (at 1-866-740-9830 (phone number changed per website)).
We understand that some delivery drivers may be in a rush, but please ensure to take the time to thoroughly inspect the item and packaging prior to signing the delivery document.
Orders arriving Damaged or Defective:
Our ultimate goal is to ensure you are fully satisfied with your order. Although it is rare for items to arrive damaged, we understand that it does occasionally occur. In the unlikely event that your order arrives damaged, we will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you.
During the delivery of your item, please ensure you fully inspect all packages. Should there be clear damage to both the packaging/product, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons.
Should you notice any damage to the packaging (no matter how minor), please take a moment to open the packaging and inspect the product. In the event the product is also damaged, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons. Naturally, should the item be in good condition, please accept delivery as normal.
Should you notice any damage to the packaging and the carrier will not allow you to open and inspect the product, in the carrier’s presence, please note the packaging damage on the carrier’s paperwork and the carrier’s refusal to wait and accept the item. Upon inspection, if the product is also damaged, please contact us within 48 business hours of receipt. We recommend taking pictures of damaged packages and products during the delivery and while you open the packaging.
For truck freight (also referred to as back-of-truck, or less-than-truckload LTL shipments) or premium-service level (such as White Glove) deliveries, your notation of damage is essential. It is this notation that will allow us to provide the proper free replacements to you. Below is a sample of the correct way to sign for damage for our truck freight carriers.
Once damage is noted, or if an item is found to be defective, next steps should be initiated by logging into the "My Account" section of our website, or by contacting our customer care team at . Both of these options will allow you to file a replacement request. Please see the "Replacement Request" section below.
When dealing with a damage or defect issue, photos are essential. Photos assist us with clarity of communication to the carrier and manufacturer, which ensures replacements are sent to you as quickly as possible.
In some cases you will be asked to identify the damaged parts by referencing the part number and description in the assembly instructions. All replacement requests are submitted directly to the manufacturer and depending on the severity of the damage they will determine if parts can correct the issue or if a new unit will need to be shipped.
Replacement Request:
To submit a request:
Submit your replacement request within 10 days of receiving your order by logging into the "My Account" section of our website.
Complete the request form in detail and follow any manufacturer’s special notes that are listed at the top of the request form.
Once the request has been submitted, you can expect to receive an email from our Replacements team within 5-7 business days.
If you decide to not pursue replacements, your order can still be returned as outlined in our Standard Return Policy noted above.
If you prefer to not receive replacements and we have determined that the damage that resulted was carrier related and the damage was noted upon receipt you can request a full refund. This process will take a little longer as we will need to retrieve the delivery documents to confirm it was correctly notated.
Sales Tax
Cymax does not charge Sales Tax within the USA, except for customer orders shipped to the State of Virginia. Customers are requested to understand their tax requirements associated with buying online. All Canadian orders will be charged the taxes applicable to the customer’s "Ship to" Province. The exact tax will be shown in the checkout page after you have entered the shipping address.
Use of this site and/or purchases from Cymax constitute acceptance of the above Terms and Conditions.
