Return Policy

Here you'll find answers to many of the more popular questions related to our Returns Policy.

What is your Return Policy?  Returns of product, other than for an error in shipping, exchange or replacement of defective products, are subject to a 25% restock fee of the original purchase price. Special Order/Non-Standard Products are Non-Returnable.  If you need to return part or all of your order, you must submit the return request within 30 days of receipt of your order.

All non-defective products approved for return are to be shipped back to ShopCross at the buyer's expense. The items must be insured and sent via UPS, FedEx or USPS with a tracking number e-mailed to service@shopcross.com. Shipping fees originally incurred by buyer are Non-Refundable. Should a replacement part for a returned item not be available, a credit will be issued.

Please click this link for our Returned Material Authorization Request Form

All returned products must be issued a Return Material Authorization (RMA) number prior to return shipment. After review and approval of the information you provided in the RMA Request Form, we will provide RMA number. Unauthorized and/or unmarked returns will not be honored.  All returned products must be conspicuously labeled with the assigned RMA number and accompanied with a copy of the sales order or invoice & our completed RMA Form.  A decontamination statement (where applicable) must be completed, signed and attached to the outside of the packing in order to be accepted by our shipping/receiving department.  Returned products for credit must be new, in original undamaged factory packaging and in resale condition.

Regardless of condition, products must be packaged appropriately, so as not to incur any physical damage during return shipping. Failure to do so may invalidate both the RMA and the warranty (if applicable).

Important Notice for Returns: For the safety of our employees, any product that has been placed in service  must be cleaned and/or decontaminated prior to being returned to ShopCross.

Can I return Calibration Gas? Due to the nature of this product (calibration gases and calibration kits), along with the hazardous material shipping restrictions imposed by all of the major carriers (UPS, FedEx, DHL, etc…), gas cylinders purchased at ShopCross.com are non-returnable and all sales of these products are considered final. In addition, these same carriers prohibit both Cross Company and GASCO Affiliates, LLC from issuing a call tag for the pick-up of any gas cylinder (empty, partially full, completely full and / or new).

Can I return Draeger Tube Packs? Draeger Tubes with the security seal broken are not returnable.  So, be sure the tubes you ordered and received are exactly what you intend to use.

Do you charge a restocking fee? Returns of product, other than for an error in shipping, exchange or replacement of defective products, are subject to a 25% restock fee of the original purchase price.

How do I exchange an item?  We will work with you to determine the best replacement part.  However, we’re unable to exchange items, we can set up a Return Authorization so you can return the items you no longer need and place an order for new items.

Please click this link for our Returned Material Authorization Request Form

What is your Warranty Policy?  All warranty claims are handled based on the manufacturer’s warranty policy.

Important Notice for Warranty Returns: For the safety of our employees, any product that has been placed in service  must be cleaned and/or decontaminated prior to being returned to ShopCross.

All returned products must be issued a Return Material Authorization (RMA) number prior to return shipment. After review and approval of the information you provided in the RMA Request Form, we will provide RMA number. Unauthorized and/or unmarked returns will not be honored.  All returned products must be conspicuously labeled with the assigned RMA number and accompanied with a copy of the sales order or invoice & our completed RMA Form.  A decontamination statement (where applicable) must be completed, signed and attached to the outside of the packing in order to be accepted by our shipping/receiving department.

Regardless of condition, products must be packaged appropriately, so as not to incur any physical damage during return shipping. Failure to do so may invalidate both the RMA and the warranty (if applicable).

What is your Calibration Gas Warranty Policy?  Warranty periods vary from 2 to 24 months depending on the gas, mixture and concentrations. Because of the return restrictions imposed by the shippers, it is virtually impossible to evaluate defective cylinders at the factory for warranty purposes.

If you believe you have a warranty issue with any gas cylinder purchased from ShopCross.com or Cross Company, please click this link for our Calibration Gas Warranty Replacement Request Form.

After we receive your request, we will first determine if the cylinder is still within the published warranty period and if the problem is determined to be a valid warranty issue, an identical replacement cylinder will be shipped to you, direct from the factory at no charge to you.

Do not return cylinders to the factory without prior authorization, they may determine that analysis is required and will advise the Return Process.

Under no circumstance should gas cylinders (new or used) be shipped to Cross Company. Any item considered to be hazardous material by the respective carrier(s) will be refused at our dock and returned to you at your expense.