| A | B |
|---|
| Standard Shipping | UPS Ground Free |
| Return Methods | By mail or in any INTERMIX store |
| Not accepted Returns | merchandise that has been washed, worn, or damaged after receipt or missing the original tags |
| Return time eligibility | Within 30 days of receipt by mail or in any INTERMIX store |
| Damaged upon receipt | Must be reported to Customer Service within 48 hours of delivery |
| Return Refund | Will be issued to the original form of payment |
| Return Merchandise Authorization (RMA) | Expires after 90 days |
| Required In Store for returns | Invoice slip and credit card used |
| Gift Returns | Credited in the form of a gift card to the recipient's email address |
| One-time price adjustment | If a full-priced item is marked down within fourteen (14) days of the date of purchase |
| Price adjustments are not permitted | On sale or Final Sale items |
| Client is escalating due to Final Sale adjustment policy | Final sale items can receive an adjustment within 7 days of purchase IF the item is still available online in SAME SIZE AND COLOR at the time of the request. |
| Intermix price match with other vendors | The item must be available and in-stock from the competitor website |
| If a product is damaged/defective | We take it back for a full refund and credit the client |
| Missing package processing | under $1,000=Specialist/Over $1,000 or client has prior missing packages =Escalate |
| Phone SLA | 80% of calls within 20 seconds |
| Email SLA | Response during business hours – 95% answered within 2 hours first response/resolution within 24 hours |
| Chat SLA | 80% of chats within 20 seconds |
| SMS SLA | 80% of SMS within 20 seconds |
| Social Media SLA | 30 minute sweep, 2 hour resolution where applicable |
