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Return and Refund Policy

Satisfaction Guaranteed

Last Updated: May 25, 2022

We love our products at CTAM Inc., and it is our mission to make sure that you do too. Thus, if you are not completely pleased with your purchase, for any reason, you may return or replace the products with our easy-to-understand and stress-free Return and Refund Policy (“Policy”). All returns, replacements, and refunds are subject to the conditions below. Please read the Policy carefully as it will help you understand our procedures.


For this Policy, the following definitions apply:

  1. Company” (also referred to as either “CTAM”, “the Company”, “we”, “us”, or “our”) refers to [CTAM Inc.].

  2. Websites” refers to [] and the individual pages on the Websites.

  3. Goods” (also referred to as “products”, or “items”) refers to the items offered for sale on the Website.

  4. Customer” (also referred to as “client”, “you”, or “your”) refers to the individual, company, or any other legal entity on behalf of which such individual is accessing or using the Website as applicable.

  5. Shipping Carrier” refers to any mail carrier used, this includes, but is not limited to, UPS, USPS, Canada Post, or insured US Mail.


You may cancel your order until it is packaged by the shipping team. Once your order is packaged and ready for shipping, you must then follow the return procedures.


At CTAM, we strive to make your life as simple as possible. As a result, we have worked hard to make our Policy as easy and stress-free as possible!

All returns must be pre-authorized for you to exercise your right of return. A Return Merchandise Authorization (“RMA”) number will be provided to you; this number must be noted on the original packing list and included with the returned goods. Failure to obtain an RMA may result in a denial of credit. To begin a return request, please proceed to our RMA request form. Our form allows you to specify the reason for return or cancellation, your desired solution, and any additional information that you think is relevant. We will e-mail you a Return Authorization and detailed shipping instructions once we receive your request. We also highly recommend that you send your package back by UPS, USPS, Canada Post, or through insured US Mail with a tracking number.

You must initiate the return or replacement process within thirty (30) calendar days of the delivery date. This thirty (30) day period will be calculated using the order tracking information and will include all weekdays, weekends, and statutory holidays. Please note that the customer is responsible for the shipping charges of the return and a receipt, or proof of purchase, will also be necessary. If you are unhappy with all of your items or just one from your total order, that is okay as well. Simply indicate which item you want to return, and we will do everything that we can to assist you!

A full credit refund, equal to 100% of the purchase price of the goods, will be issued to the original method of payment once the return team has received and inspected the goods, has determined that the goods are clean and unused, with their original packaging, labels, and tags, and in a re-saleable condition. If the aforementioned conditions are met, a credit will be issued within five (5) business days of receiving and inspecting the returned merchandise. Please keep in mind that it may take your banking institution, or credit card company, some time to process and post the refunds as well. You can check the status update on your items via the tracking number and we will notify you once the return has been approved or denied.

Shipping costs are non-refundable unless it has been determined that the reason for the return was caused by CTAM. In this case, you will be expected to provide proof. Finally, if the item is returned after thirty (30) calendar days of the delivery date, you will not be eligible for a return, refund, or replacement. If you still have questions about your order, our customer service team would be pleased to assist you!


  • Goods, or their original packaging, are deemed to not be in a re-saleable condition;

  • Goods deemed to be damaged by the customer;

  • All custom printed, custom cut, and made-to-order goods; and

  • Any products marked "non-cancellable/non-returnable" on the Website (e.g., N95 Masks, etc.).

CTAM reserves the right to refuse returns of any product that does not meet the above return conditions at our sole discretion.


Items that are returned to other manufacturing and warehouse facilities, including but not limited to Kendall Howard, Eagle Manufacturing, are subject to a 25% restocking fee after the item has been approved for re-sale by inspection. Furthermore, oversized products returned to any facility may also be subject to a restocking fee. The restocking fee might be deducted from the entire refund or charged to the original payment method. Please contact the customer service team if you have any questions about the restocking fees!


If you have received a defective, damaged, or incorrect product, do not worry! Please contact us by phone or the Contact Us Form within five (5) days of receiving the product, along with the invoice or packing slip, to schedule a return. We will replace these products at no additional cost. Please keep in mind that we may require photos for documentation and to authorize call tags for returns.

Because we put our customers’ experience first, any defective, damaged, or incorrectly shipped products by CTAM, or by our manufacturers, will be re-shipped at our expense. We will also provide you with a return shipping label with detailed shipping instructions.

Please note that if the item is damaged as a result of the customer’s actions, then a return will not be approved, and the damaged items will be discarded. If the customer wants to keep the damaged items, they must first cover the shipping fees, after which the company will return the damaged items. After the five (5) day time has expired, CTAM will not be responsible for any defective, damaged, or incorrect items, regardless of who is at fault.


All custom printed and made-to-order items, as indicated on specific product web pages, or noted on Price Quotes, are non-returnable, non-cancellable, and non-refundable.

Due to the nature of these items, we are unable to accept returns or issue refunds on braided sleeving, wire loom, and heat shrink tubing that have been custom cut or sold by the foot. This policy is explicitly written on all relevant pages on the Website.


If the customer’s shipping address provided is deemed undeliverable by the shipping carrier, shipping payments will not be refunded. Instead, it is the responsibility of the customer to provide a deliverable address. In the case where the package is deemed undeliverable, then the customer may reorder the items to a deliverable address. New shipping charges will apply.

In the case where the item was lost or stolen, CTAM will not be held responsible and all such claims must be processed through the shipping company.


If you have any questions about your specific product or order, or our Policy, please get in touch with the customer service team, via phone or the Contact Us Form, and we will be happy to assist you in this process.

  • Contact Us Form

  • Phone: 1-877-284-7760, Monday to Thursday from 8:30 a.m. to 5:30 p.m. EST and Friday from 8:30 a.m. to 5:00 p.m. EST; and

  • Fax: 1-877-283-6416.