I Received the Wrong Item — What Should I Do?Updated a day ago
If You Received the Incorrect Item
If PNW Sanitary shipped an incorrect product, we will correct the issue promptly. Please contact our support team right away so we can verify the error and arrange a replacement.
When contacting support, include the following information:
- Your order number
- The email address used at checkout
- A clear photo of the item received (please ensure the product label or identifying features are visible)
You can reach our team at:
[email protected]
What Happens Next
We will provide a prepaid return label and ship the correct item at no additional cost. All related shipping charges are fully covered.
A return may still be possible if the item is unused and eligible. In this case, the return must be submitted through your PNW Sanitary customer account, and standard return policies and restocking fees will apply.
How to Return an Incorrectly Ordered Item
If the item shipped is correct but no longer needed or was ordered by mistake, please submit a return request through your customer account:
- Log in using the email address used at checkout
- Select the correct order
- Click Request return
- Choose the item(s) and reason for return
All standard eligibility rules, restocking fees, and packaging guidelines apply.
Product Compatibility Notice
We make every effort to provide accurate product information and to fulfill orders correctly. However, final compatibility confirmation is the responsibility of the customer.
PNW Sanitary is not responsible for:
- Orders containing mismatched or incompatible components
- Shipping refunds for correctly shipped items
If you have questions about product specifications, sizing, or compatibility, our team is always happy to help before you place an order.
Need Assistance?
If you've received the wrong item or need help determining next steps, contact our support team at [email protected].