Service agreements

General Return

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.  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 Shipping fees originally incurred by buyer are Non-Refundable. No returns other than for defective products, will be honored after 30 days of receipt. 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 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.

Please note:  Draeger Tubes with the security seal broken are not returnable.

Calibration Gas Return

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 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).

Calibration Gas Warranty Replacement

Warranty periods vary from 2 to 18 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 or Cross Company, please click this link for our Calibration Gas Warrany 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.

Customers / end-users who are currently haz/mat certified by UPS, FedEx, etc, to ship gas cylinders may return their their defective products direct to the factory for evaluation. All returned products must be issued a Return Merchandise Authorization (RMA) number prior to return shipment. After reviewing and approving the information provided, we will provide RMA number. Remember to contact Cross Company for Warranty Return Instructions first! Do not return cylinders to the factory without prior authorization.

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.

Order Cancellation

Orders placed with Expedited Shipping can't be changed after you've submitted your order. If you need to update the shipping address and the item hasn't shipped yet, you'll need to request a cancellation and order again. 

If your order is backordered or not shipping for two or more business days, please contact Customer Service and we will do everything we can to accommodate your request. After receipt, if you no longer need a part in your order please submit a ShopCross Product Return Form.