Please read our full return policy to be aware of our conditions. By returning your products to our facility, you agree to the following terms:
- Our return policy is valid for thirty (30) days post-purchase. Once the order has reached this timeline, we unfortunately cannot process a return for a refund.
- To be eligible for return, you must first notify us at firstname.lastname@example.org to discuss eligibility prior to you sending in your return.
- Your item(s) must be in new, unused condition and include original packaging. If not, please inform us in the eligibility email.
- When contacting us regarding your return, please include your full name, 6-digit order number (found under "reference" on the packing slip), and a reason for returning the product(s).
Please note that orders returned to us by the postal service for a reasoning that is no fault of our own (incorrect address, unpaid customs fees, reroutes, etc.) will not be eligible for refunds of original shipping charges and will be deducted the regular restocking fee.
Products are NOT eligible for returns if:
- They have surpassed our thirty (30) day return window as described above.
- They were purchased in conjunction with a one day sale, deep discount code, special promotion sale (Black Friday/Cyber Monday, BOGO deal, etc)
- They show abnormal wear or markings not caused by a manufacturing issue.
- Gift cards are NOT eligible for return.
Thank you for respecting this policy! Feel free to reach out to our support team at email@example.com with any questions or further clarifications.
REFUNDS (if applicable)
Once your return is received and inspected, we will notify you of approval or rejection of your return. Processing may take up to one week once the product(s) has arrived to our facility.
If you are approved, your refund will be processed to the original payment method only. We do not offer gift credits or alternate payments for returns. Shipping costs are non-refundable, both to the customer as well as returning the item(s) to us. Your return will also be subjected to a restocking fee with the exception of manufacturing issues.
We reserve the right to offer only partial refunds, or refuse altogether, in the case of products that are damaged or missing (not due to our error), discounted products, and products that are returned to us beyond our thirty (30) day timeline.
LATE OR MISSING REFUNDS (if applicable)
If you believe you should have received your refund and it has not yet been deposited, please contact your financial institution first, as these may take several business days to clear. Refunds completed during the weekend or holidays may take longer to process.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org and we will help investigate this for you.
We apologize but we not offer exchanges for orders except in the case of manufacturer issues. In order to discuss such circumstances, please contact us at email@example.com and make sure to include pictures of the item(s) in question, your full name, 6-digit order number, and a description of the issue.
If you wish to receive an alternate product from your original product not due to a manufacturing issue, you will need to process the original order as a return. Please refer to our "Returns" section above.
Once your return has been approved through email contact, you may mail your product(s) to us at:
- 2200 Ampere Drive, Louisville, KY 40299
Please include your product(s), full name, 6-digit order number, proof of purchase, and a note with the reason for the return inside the packaging.
The buyer is responsible for shipping costs for returning your item(s). Original shipping costs are non-refundable.
If you are shipping an item valued at over $75, we suggest utilizing a trackable shipping service or purchasing shipping insurance. We not guarantee arrival of returns and shipping timelines may vary. We appreciate your patience as we work to process your return once it arrives.
CANCELLATIONS & ORDER CHANGES:
We are unable to guarantee cancellations once orders are submitted as we strive to ship very quickly and may not be able to catch orders prior to them being shipped. Please submit your requests to firstname.lastname@example.org as soon as possible and we will attempt to process this for you.
We apologize, but we are unable to make changes once orders are submitted. This includes product and style changes.
INTERNATIONAL SHIPPING TERMS
All international orders (outside of the US) may be subject to customs and duty fees upon arrival in the destination country. Please note: these fees are paid to your local carrier or government and are not collected by us. We ship all international orders DDU (duties delivered unpaid) meaning we do not collect any local taxes/fees in the price charged on the website. Please do consider import duties and taxes if you are shopping internationally.
We do not offer a guaranteed delivery timeline on International orders. We are not eligible to inquire with USPS regarding international delivery delays until thirty (30) days have elapsed in scans, and shipping inquiries are not available for orders that have already been processed into the destination country.
**NOTE: We are currently not shipping to Europe at this time. We apologize for any inconvenience. However, you may be able to utilize 3rd party shipping vendors. We do not have any recommendations at this time.**
WRONG ADDRESS DISCLAIMER
It is the responsibility of the buyer to ensure that the proper shipping address is entered correctly before completing the purchase.
In the event of an address error, please email us immediately at email@example.com with your full name, 6-digit order number and the updated shipping address. We will attempt to catch the order to make the adjustment but we cannot guarantee this as we do ship rather quickly.
If we are unable to update changes prior to shipping, it is the buyer's responsibility to contact USPS to request a re-reroute of the package. Please note that this may have an extra fee. We do NOT offer refunds for orders with shipping addresses that are not correctly entered and have resulted in incorrect delivery.
USPS TRACKING CONCERNS
If tracking issues occur, it is best for the customer to contact USPS directly regarding these matters. Please make sure to always refer to your tracking number. We are not responsible for the route and timeline by which USPS chooses to process packages, or for incorrectly delivered orders.
If your order shows a "delivered" scan but has not arrived yet, contact your local USPS as soon as possible to inquire to its status. Please refer to your tracking number.
If your order shows a "Package Awaiting Acceptance" or "In Transit, Arriving Late" scan but does not show the "Lost" designation, your package may have been mis-sorted at some point in its journey but will arrive to you, albeit later than expected. Contacting USPS directly may offer additional insight to the buyer regarding these delays.
You may reach out to our support team at firstname.lastname@example.org to determine if we are able to assist with these investigations. However, reaching out to USPS directly is the best course of action in these situations.