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Return Policy

What is your return policy?

If you are unhappy with your purchase, please contact us within 60 days of receiving the package. Make sure to obtain your Return Authorization Number by emailing our Customer Service department at customercare@towelmate.com, or calling 1-855-869-3568. We will not be able to process any returns without this number. All returns must be in perfect condition and unopened. All costs related to return shipping are paid by the customer.

How should I ship my return?

You may ship your return as soon as you have received your Return Authorization Number (see above). For your protection, please send all returns via a traceable carrier and in a well-padded box or envelope. We cannot be responsible for returns that are lost or damaged during return shipping. All costs related to return shipping are paid by the customer

Return Authorization Number. In order to issue your Return Authorization Number, we will need the following information:  

  • Your email, telephone number and/or fax.
  • The item number & description of the merchandise being returned/exchanged.
  • The original invoice number (found at the top of your receipt).

Your Return Authorization Number and the address of where to return the item(s) will be issued via email. (Or by phone or fax if necessary)

What if the merchandise I ordered arrived damaged during shipping

In cases where merchandise arrives damaged or defective, we will gladly replace the item and take care of all additional shipping charges related to the return. Please contact us within 7 days of receiving the damaged package. Make sure to obtain your Return Authorization Number by emailing our customer service department at customercare@towelmate.com, or calling 1-855-869-3568. We will not be able to process any replacements without this number.

How do I place a new order when making an exchange?

Once you receive your return authorization number and exchange credit amount, please return the item along with a note detailing the exchange. Your replacement item(s) will be processed upon receipt.

After we receive your exchange, an email will be sent out to confirm your order and the new balance or credit due. This will include any price difference between the exchanged items, possible taxes, plus your new shipping costs. The balance or credit will be issued in the same form it was received.

Your exchange will not be shipped until we have received full payment for this balance.