How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.
What if the product is damaged in the mail?
We ask for photo verification of the damaged goods sent to firstname.lastname@example.org, and will gladly work with you on replacing the product at no cost to you.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We'll cover the costs of shipping a replacement order for you.
We may ask for your help before doing that, like confirming with you that the shipping address was correct. It would also be good to double check that you get in touch with your local post office to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.
What if the recipient's address was wrong?
If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. Contact us at email@example.com, and we will work with you to resolve the problem.
How are returns handled differently when comparing quality concerns or I change my mind?
Any returns or problems that occur because of an error on our part will be handled at our expense. Cases where you would like to exchange or return a product without any defect or due to a wrong size being ordered, please contact us at firstname.lastname@example.org, and we will work with you to resolve the problem.
What happens if a package isn't delivered, but the tracking states that it did?
We will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare cases that a parcel is marked as delivered by the courier, but you report you have yet to receive it - We would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to your address.
In most instances, it is found that the delivery was made, but left in an unexpected location at your address. You should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."
If you are unable to locate the package, please contact us at email@example.com, and we will work with you on locating the package, or having it re-shipped.
My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end. In this case, please contact us at firstname.lastname@example.org and we will assist you with the order delivery.
How do I return a product?
Please contact us at email@example.com, and we will send you detailed instructions for returning your product.