Returns, Exchanges, Lost or Damaged Items
Our returns and exchanges policy takes into consideration our desire to provide the highest level of customer service and maintain a sustainable business. We always welcome feedback. If you have any questions or comments, please reach out to us at firstname.lastname@example.org. Your input helps us improve our systems to better fit everyone's needs.
Food products: All sales on food products are final. Food products are not available for returns and exchanges.
Merchandise: All returns and exchanges on merchandise must be in new, unused or unwashed condition (no stains and scents), and in its original packaging. Any item that has been modified, altered or changed in any way other than its original form is not eligible for returns and exchanges.
If you would like to return your unused merchandise within 14 days, please contact email@example.com to initiate the return. Once the shipment is received and inspected, you will receive a refund for your order amount less a $8 handling fee.
Returns take 5 business days from receipt at our factory to inspect, restock and process your refund. We will send a confirmation email when your refund has been issued to the original payment method. Items sent back to us without first requesting a return will not be accepted.
If you would like to exchange your unused merchandise within 14 days, please contact firstname.lastname@example.org to initiate the exchange.
You have the option of exchanging your item for another or receiving a store credit for the value of the returned item, which can be used on our website to place any new order(s). Once the shipment is received, inspected and determined to be in an acceptable condition we will process your request and send you a confirmation email.
Damaged and Incorrect Orders
If your item arrived damaged, or you received an incorrect item, please email photos to email@example.com and notify us of which incorrect item was shipped. This will assist in our analysis of the potential cause. Once we receive the photos, we will ship you a replacement. Apologies for the inconvenience and thank you for your understanding.
Delayed and Lost Orders
Your order is shipped USPS Mail or FedEx and should arrive on average within 5 business days. Unfortunately, delays occur at times. If 2 weeks have passed and your order is still missing, please contact your local USPS/FedEx offices as we were advised they are the best resources to provide insight into the exact location of your order. Alternatively, you can also place a Service Request at https://usps.force.com/emailus/s/ or https://www.fedex.com/en-us/customer-support/claims.html . Please forward this information to us when you contact firstname.lastname@example.org regarding your delay. If we aren’t able to resolve this with USPS/FedEx, we will ship your replacement.
For a lost order (tracking notification indicating order was delivered but it is missing) there can be numerous reasons. In our experience, often tracking notifications can be wrong, either your order was scanned incorrectly or it was delivered to a nearby address. Additionally, there were instances where an order was scanned “Delivered” but it was still at the post office.
If your order is still missing after a few days of notification of delivery, please contact your local USPS offices as we were advised they are the best resources to provide insight into the exact location of your order. Alternatively, you can also place a Service Request at https://usps.force.com/emailus/s/.
Please forward this information to us when you contact email@example.com regarding your lost order.
Incorrect Shipping Address
Please note we are not responsible for orders lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout. Our shipping system may catch this error and we will reach out for address verification. Please take some time to check your email to see whether you received this request from us.
For ease of reference, their online services are provided below: