Returns and Claims Policy
How to report damage, shortages or wrong items, and how to return unopened cases within 30 days with a return authorization.
Effective: October 5, 2026
This policy explains how to report a problem with a delivery and how to return products to GTDI, a Delaware corporation, registered to do business in California (“GTDI”, “we”, “us”). It applies to products you buy from us under our Terms and Conditions of Sale, which govern if the two differ. In this policy, “Quote” means our written quotation, “Order Confirmation” means our written confirmation of your order, “RMA” means a return merchandise authorization number we issue, “business day” means Monday through Friday, excluding U.S. federal holidays, and “delivery receipt” means the carrier’s delivery receipt or bill of lading that you sign at delivery.
1. Time limits at a glance
| Situation | What to do | Time limit |
|---|---|---|
| Visible damage or a short count at delivery | Note it on the delivery receipt before signing, then tell us | 2 business days after delivery |
| Damage found after unpacking | Tell us, with photos, and keep the packaging | 5 business days after delivery |
| Shortage or wrong item found after unpacking | Tell us, with photos of the labels | 5 business days after delivery |
| Return of correct, unopened cases | Request an RMA | 30 days after delivery |
| Defect or quality concern | Tell us; keep the product, box and lot number | As soon as you find it |
| Recall | Follow our recall notice | As the notice states |
2. Reporting damage, shortages and wrong items
- Before the driver leaves, count the cases or pallets against the delivery receipt and look for crushed, wet or torn cases.
- Write any damage or shortage on the delivery receipt before you sign, for example “2 cases crushed” or “short 3 cases”. A clean signature tells the carrier the delivery arrived in good order.
- Photograph the damage, the case labels and the pallet as delivered.
- Keep the damaged product and all packaging until we tell you the claim is closed. The carrier may inspect them.
- Contact us within the time limits in Section 1 with your order number and photos.
We file and manage the carrier claim for freight we arranged, and we replace the product or issue a credit, as you prefer. If an item arrives that does not match your Order Confirmation, we arrange a replacement or a credit, as you prefer, and pay the return freight.
3. Which products can be returned
You may return products that arrived as ordered if all of these apply:
- you request an RMA within 30 days after delivery; and
- the cases are full, unopened and undamaged, in their original packaging with labels intact.
These products cannot be returned:
- opened cases or boxes, including any opened medical device;
- special-order and custom products; and
- products the Quote marks as non-returnable, such as products that ship as hazardous materials.
4. How to request an RMA
- Contact your representative or email sales@gtdi.net with your order number, the items and quantities you want to return, and the reason.
- We confirm whether the return qualifies and send an RMA with the return address, shipping instructions and any restocking fee.
- Mark the RMA number on every case and on the shipping paperwork, and ship within the time the RMA states.
- Returns that arrive without an RMA may be refused.
5. Return freight and restocking fees
You pay the return freight for correct products. We pay it when the return results from our error, a wrong item, damage in transit or a product defect.
A restocking fee applies only when our supplier charges one, and we state it on the RMA before you ship. There is no restocking fee when the return results from our error.
6. Credits and refunds
Returns are inspected on arrival. Within 10 business days after a qualifying return is received and inspected, we credit your account or refund your original payment method. If a return does not qualify, we tell you and, at your choice, ship it back at your cost or dispose of it.
7. Product defects and quality concerns
If a product seems defective, for example gloves tearing as they are put on, visible holes, or a size or material that does not match the label:
- Stop using the affected box and keep the product, the box and its lot number.
- Tell your representative or email sales@gtdi.net, with photos if you can.
- We record the complaint, report it to the manufacturer and work with the manufacturer under its warranty to replace the product or issue a credit.
If a product problem may have affected someone’s health, follow your facility’s procedures first. You can also report problems with medical devices to FDA through its MedWatch program.
8. Substitutions
We substitute a product only with your written approval. If a product you did not approve arrives in place of the one you ordered, we treat it as a wrong item under Section 2.
9. Recalls
When a product we supplied to you is recalled, we notify you as our Recall Notification Policy describes. Replacements and credits follow the manufacturer’s recall instructions.
10. Contact
GTDI · Los Angeles, California · 424-832-6485 · sales@gtdi.net · Monday–Friday, 8:00 a.m.–5:00 p.m. Pacific Time
GTDI · Los Angeles, California · 424-832-6485 · sales@gtdi.net