How do I return or exchange my order?
Most eligible items can be returned within 30 days of delivery as long as they are in like new condition, complete, and include all original manufacturer packaging, manuals, accessories, and an approved return authorization. Returns and exchanges must be reviewed and authorized before anything is shipped back to IDJNOW. Restocking fees may apply.
Start a return from your account
To request a return for an eligible order:
- Log in to your IDJNOW account.
- Go to My Orders.
- Select the item or items you would like to return.
- Follow the prompts and include helpful notes.
- Upload photos if they are needed for your request.
- Submit the return request for review.
Return authorization is required
All returns must be authorized and include an RMA number, if applicable. Please do not ship items back to IDJNOW unless your return has been approved and return instructions have been provided.
Items sent back without authorization, without an RMA number when required, sent to the wrong location, or returned outside the return policy may be refused or returned to you at your expense.
Return eligibility
To qualify for return review, items must generally be:
- Within the eligible return window
- In like new condition
- Complete with all original manufacturer packaging, manuals, accessories, parts, and included materials
- Packed securely inside a protective shipping box if the return is approved
All returned products must include the original manufacturer packaging. Items returned without original packaging, with damaged packaging, missing parts, missing accessories, signs of heavy use, or damage may be declined or subject to a restocking fee.
Return shipping and nonrefundable charges
Return shipping is the customer’s responsibility. Original shipping and handling charges are nonrefundable. Shipping protection, insurance, protection plans, extended warranties, packaging materials, and similar service charges are also nonrefundable.
If your order received free or discounted shipping, the actual outbound shipping cost will be deducted from your refund.
Items that may not be eligible for return
Some items may not be eligible for return due to usage, hygiene, safety, licensing, customization, shipping limitations, item type, or condition. This may include, but is not limited to:
- Headphones, microphones, clothing, jewelry, and other personal use products
- Software, plug-ins, licenses, vinyl, media, upgrades, and digital products
- Custom cases, made to order gear, and special order items
- Items marked final sale, special order, custom order, or nonreturnable on the product page or quote
- Trussing, lecterns, staging, oversized, or overweight equipment
- Video wall systems, MagnaFloor LED floors, Clutch video booths, mirrored balls, and mirrored suits
- Atmospheric and special effects equipment, including cold spark machines
- Hazardous materials, including lithium batteries
- Used, damaged, incomplete, or heavily worn items
- Consumables, including bulbs, batteries, fluids, cartridges, confetti, and refills
- Shipping protection, insurance plans, extended warranties, and service plans
If your item arrived defective, damaged, or incomplete
If your item arrived defective, damaged, incomplete, or missing an item or accessory, please contact IDJNOW as soon as possible and no later than 7 days after delivery.
Keep all original manufacturer packaging, shipping boxes, packing materials, manuals, accessories, and contents. Please provide clear photos of the shipping box, packing materials, product, damage, labels, and contents when requested. Do not discard packaging or ship the item back until our team provides instructions.
Without the original packaging, photos, and requested details, our ability to assist with a damage claim, missing item claim, replacement, or carrier issue may be limited.
For shipping damage, if Route Shipping Protection was selected for your order, filing a claim directly with Route is usually the fastest and primary next step.
What happens next?
After your return request is submitted, IDJNOW will review the order, item eligibility, condition details, and any photos or notes provided. Please do not assume a return, exchange, refund, replacement, or credit has been approved unless IDJNOW confirms the next step.
You can review the full IDJNOW return policy here: Corporate Policies: Returns & Exchanges