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Refund Policy

At Express 511 Inc, we are committed to ensuring your complete satisfaction with every purchase. If you are not entirely satisfied, please review our refund and return policy outlined below.

General Return Guidelines

  • Reporting Issues: All claims for shortages, damages, or order discrepancies must be reported to our Customer Service Team within 24 hours of delivery. Please provide the invoice number and item details when contacting us.

  • Return Authorization: A Return Goods Authorization (RGA) form will be issued for approved returns and will accompany your next delivery. Ensure that the items match those listed on the RGA form. Returns without proper authorization will not be accepted.

  • Deductions: Please refrain from making deductions on your invoices until the RGA has been processed to avoid delays and confusion.

Product-Specific Return Policies

  • Cigarettes: Cigarette products are non-returnable, as manufacturers do not accept returns from retailers or wholesalers. Products not purchased through Express 511 Inc are not eligible for return.

  • E-Cigarettes, Vaping Liquids & Smoking Accessories:

    • JUUL products are non-returnable.

    • Other manufacturers' products must be in their original, unopened packaging to qualify for return. A 10% restocking fee applies.

    • Products not purchased through Express 511 Inc are not eligible for return.

  • Tobacco and Cigars:

    • Tobacco and cigar products may be returned if they are in saleable condition, subject to a 10% restocking fee.

    • Items with price stickers or loose cigars are not considered saleable and are non-returnable.

    • Premium cigars and products from certain manufacturers (e.g., Altadis) are not guaranteed and are non-returnable.

  • Seasonal Items: Seasonal products are non-returnable and non-refundable.

  • Refrigerated & Frozen Products: Due to safety concerns, these items are non-returnable and non-refundable.

  • Snack Foods, Candy, Beverages, Grocery & General Merchandise, Health & Beauty Care (HBC):

    • Unopened, undamaged merchandise in original packaging may be returned within 30 days of purchase, subject to a 10% restocking fee.

    • Products must be in the same condition as delivered; items sold by the case must be returned as full cases.

    • Boxes with torn tops or opened packaging are non-returnable.

Inspection of Deliveries

  • Cigarette Shortages: Upon delivery, please inspect cigarette products for shortages. Claims must be reported within 24 hours.

  • Damaged Products: Inspect all products upon delivery. Damages must be reported within 24 hours to qualify for a return or refund.

Contact Information

For return requests or inquiries, please contact our Customer Service Team:

Express 511 Inc
511 W Germantown Pike, Plymouth Meeting, PA 19462

610 828 0321
expressinc511@gmail.com

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