All returns should be requested from your Virtual Office. There’s no need to send a separate email. Please review the step by- step guide below when submitting your first return request. Please include details of your return in the notes section. If you have any issues with the process please email: ordersupport@thirtyonegifts.com.

to create a return: 1) Log in and click on “Order” 2) Click on “Returns” under Management 3) Click “Create a Return”

4) Enter the Order Number and click “Lookup”

note: The customer or Consultant credit card must be entered for all returns and exchanges in case our returns department has to refer to it during the return process. The card may not be automatically charged; it is only there for home office reference in most cases. When the customer’s credit card is indicated, the refunds will be processed directly to their card. When the card is not available then a refund check will be processed.

5) Enter the information requested on the return detail screen. Choose one of 3 Return types: Replace Item, Return for a Refund, or Return Item and Exchange. It is very important that you include as much detail as possible in the NOTES area of the Return. Once you submit the return request, you will receive a Pending Return # that the Home Office will use to process your return from.

When a refund or exchange is requested, you will see a pending status on the return until we receive the product back. An RA form and # is required for any product to be sent back. Packages received without an RA form may not be processed and may be returned to you. Once the return has been processed you will be able to track the new order through to completion on your back office.

reminder: Consultant ordering errors should be corrected via your Virtual Office using a Business Supply order type, not as submitting a return.

Once you have successfully submitted a request, you will receive a confirmation message with a “Pending Return #”. We ask that you allow several working days for your electronic return to be accepted and processed by the home office and 3 to 4 additional business days for it to be shipped. Please remember that the item being returned must show as “Shipped” in the system. Otherwise, you will not be able to submit a return. If you need help in this situation, please contact ordersupport@thirtyonegifts.com for assistance.

• For returns on defective items within 30 days of purchase: Please create a return in your virtual office. Once approved, the home office will provide a Return Authorization form and RA# along with a pre paid return label for the item to be returned for replacement.

• For returns on defective items between 31-90 days of purchase: Please create a return in your virtual office. Upon approval the home office will provide a Return Authorization form and RA#. It will be your responsibility to send the product back to us, but you must first contact the home office for a Return Authorization form and RA# to include in your package. Once the return has been reviewed and approved, a replacement order will be submitted on your behalf at no additional charge. If the item is not covered under our warranty you will be contacted for further processing options.

• For returns on non-personalized items when a customer has changed their mind and want to exchange the item for something else, it is not the responsibility of the home office to pay the return shipping but the return should still be requested through the Virtual Office and must receive a Return Authorization form.

return request Thirty-One ™SIMPLE STEPS TO SUBMIT A

using your virtual office