Terms of Purchase
You are personally liable for any orders that you place by telephone with CetylMax, LLC (CetylMax) or any CetylMax owned or sponsored website, including www.cetylmax.com. We currently accept the following methods of payment via telephone or websites: Visa, MasterCard, American Express and Discover credit cards, a debit card and electronic check. In addition, you may place an order by mail using either a Personal Check or Money Order. Please do not send cash. We do not accept COD orders at this time. Please note that we do not accept multiple-pay orders on debit card or electronic check transactions. In addition, we are not responsible for any overdraft fees or other bank charges you may incur as a result of your purchase. It is your responsibility to retain all records of your purchase in the event it may be needed in the future.
Should any personal information necessary to fulfill your order change after the time your order was placed (such as billing address, shipping address or phone number), it is your responsibility to contact us with updated information. If your order is returned to us due to being provided incorrect shipping information, you may be subject to a return shipment fee. We highly recommend double checking all information you submit before finalizing your order.
If we are unable to bill you for your order after you have received shipment, and you do not contact us, your account may be sent to a collection agency. Please contact our Customer Service Team @ (800) 584-2332 for payment instructions if your account has been sent to collections.
CetylMax reserves the right to store your personal information given to us in our secure database for business purposes. If you place an order through CetylMax website, we require an email address to send order and shipping confirmations. Your order confirmation will reflect the items ordered and the total amount to be charged.
CetylMax will not charge sales tax for any order unless the order is placed to ship to a Utah address. If your order is shipping to a Utah address, an appropriate sales tax will be added to your order. The sales tax may not be reflected on your emailed order confirmation. Even if the sales tax is not included on the order confirmation, you are still liable for this amount, if applicable.
Currently, CetylMax has only established to ship within the United States, its territories and Canada.
If you are placing an order from Canada, you will be charged in US Dollars. If you pay by credit card, your charge will be converted to Canadian Dollars by your credit card company at the time that you are charged. If you intend to send a check or money order for your order, it must be sent in US Dollars.
If you are purchasing an item to be delivered to a Canadian address, your order total may include a flat-rate Canadian surcharge which includes any necessary customs or duty fees and other handling costs. Generally, the two Canadian surcharges we use are $9.95 USD for orders under $50.00 USD, and $14.95 USD for orders $50.00 USD and over.
For information on returning a Canadian order, please see our Return Policy.
CetylMax guarantees your complete satisfaction with every purchase. We offer all customers a 60-day money back guarantee. If you are not completely satisfied with your purchase, you may return it for a full refund of the product cost within 60 days of the date of delivery.
Please be aware, we can only accept returns for orders placed directly through and fulfilled by CetylMax. If you purchased or ordered any of our products through another retailer, we suggest contacting that particular retailer for return information.
All returns require a Return Merchandise Authorization (RMA) number. To obtain a RMA number, please contact our Customer Service Team toll-free at (800) 584-2332 on a 24/7 basis. Any return made without proper authorization will not be accepted for refund or exchange. The RMA number is only valid for 2-weeks after it is issued. Any return that is received after the 2-week period may not be accepted or may be subjected to a restocking fee.
All returns must be sent in original packaging with the RMA number clearly posted on the outside of the package. All returns must be shipped at the customer’s expense, but can be shipped using the customer’s choice of shipping carrier. CetylMax is not responsible for damages resulting from return shipment by the customer. It is the customer’s responsibility to insure all packages returned to us.
Please be advised that if you wish to return an item for a refund that was received as a gift, the refund will be issued to the purchaser. When you contact our Customer Service Team for a RMA number, please be able to provide the order number or the purchaser’s information so we may easily locate the account in our system.
Returned items are processed in the order that they are received. Please allow 1-to-4 weeks for your return to be processed and documented in our system. Any refund or exchange will be processed as soon as possible after recorded receipt of the returned item.
For Canadian returns please follow the same guidelines listed above. If you are returning your order for a refund, your refund will be issued back to you in US Dollars. CetylMax is not responsible for any amount lost due to fluctuations in the United States-Canadian exchange rate.
All refunds issued will be in the amount of the product cost only. Shipping and handling costs or any additional surcharges for shipping are non-refundable and non-exchangeable.
If you choose to return your order for a refund, and payment was made by credit card, your refund will be submitted to the original credit card on file. If that credit card has since expired or will no longer accept a credit, a representative will contact you for another method of receiving payment.
If you choose to return your order for a refund, and payment was made by debit card, electronic check, personal check or money order, a refund check will be mailed to you. Please allow 2-to-4 weeks for delivery once your return is processed.
If you choose to return your order for an exchange, your account will be credited the total product cost of your original order. The credit may be applied toward the purchase of new products. New shipping and handling charges will be applied to your second order as applicable.
Defective or Wrong Item Received
It is the customer’s responsibility to contact us within 60-days of delivery if a defective or incorrect item was received. If we are not contacted until after the 60-day period regarding a defective or incorrect item received, the customer will not be eligible for a complimentary replacement.
Shipping and Delivery Terms
All deliveries to locations in the United States may shipped from one or more warehouses or fulfillment centers located in the United States. All Canadian deliveries will be shipped from our Canadian fulfillment center located in Ontario.
While we strive to deliver all orders as quickly as possible, we ask our customers to allow up to 4-6 weeks for delivery even though an order may be delivered in quicker time. Once an order is placed into our system, it takes time to process and fulfill. If after 6-weeks, you have not received your order, please contact our Customer Service Team @ (800) 584-2332
CetylMax reserves the right to use any shipping method we deem necessary. Generally, United States Postal Service (USPS) is our most common shipping method. Please be aware that neither USPS will require a signature for delivery. Unless you are told otherwise by a CetylMax representative, your order will be left in your mailbox or at the doorstep of the shipping address. If you require specific delivery instructions, we highly recommend calling our Customer Service Team to place your order. For more information about the USPS’s shipping procedures, please visit www.usps.com.
A shipping and handling fee is applied to all orders. The shipping and handling cost is a non-negotiable flat rate fee that covers the cost of postage as well as handling and packaging costs.
Please be advised that if you choose an expedited shipping method at an additional cost, your order still has to process through fulfillment. The expedited service starts at the time your package is shipped.
If a delivery is refused by the customer without authorization from CetylMax, a fee for return shipment and/or a restocking fee may be applied to any subsequent request for a refund.
If an item is on backorder, it may not be noted as such on our public websites. If a backordered item is ordered, we will do our best to contact the customer but cannot make any guarantee. If you are concerned your order may be on backorder, please contact us and we will give you its current status.
Generally, the customer will not be charged for a backordered item until it is available for shipment. If in-stock items are ordered with a backordered item, the customer will be charged for all in-stock items as well as full shipping and handling for the order. Once the backordered item becomes in-stock, the customer will only be charged for the particular item and no additional shipping and handling costs.
For assistance or clarification of these policies, please contact our Customer Service Team at (800) 584-2332. Once again, our business hours are 24/7 Monday through Friday.