That is the way it once was here, then they started this deal about going to an authorized UPS store or paying for return shipping. Their statement to me was the UPS store needs to see the damaged item and they are responsible for disposing of it. I asked others in the area and they say the same thing. It is a big inconvenience and I have to find someone going that way. Being a Prime member isn't what it once was. I avoid all dealers that aren't shipping direct through Amazon. Many of them are shipping from China and their guarantees are worthless.