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FAQs Refund Policy We Ship Only Within The Lower 48 U.S. States
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If you wish to return a product for refund or exchange, please do not take it upon yourself to return your package without contacting us first. We ship from several warehouses, and we will provide you with specific instructions on how and to where the product must be returned. The package label will not necessarily be the originating warehouse! In most cases, we will issue a pickup order to the shipper or commercial carrier, but you will be responsible for return shipping charges. A refund will not be issued until our warehouse has inspected the contents of your package and accounted for all "pieces" that were included with the original shipment. The originating warehouse will make the sole determination if an item can be returned to inventory and re-sold as new. This process (and your refund) can take up to 30 days. Read further below.
DAMAGE. Damaged items include items damaged in transit (versus items that were damaged from misuse). If the item you purchased was damaged in transit, please contact us immediately (or as soon as possible) after delivery. In no event will we issue a refund on damaged merchandise if we have not been contacted within seven (7) calendar days.
Returned products must be in their original packaging for a refund to be issued or a replacement to be made (no exceptions). All emails and order information should be retained, as they contain information that might be important to a refund or replacement. To ensure the safety of our warehouse personnel and our facility, packages returned without a return address will be discarded. We will pay for return shipping on any item damaged in transit, but you must contact us for a return authorization and return shipping label before we take any action on the damaged shipment.
If a package has apparent damage at the time of delivery, this is an indication it was damaged in transit. Do not open it and contact us immediately. If you accepted delivery in person and damage is evident, please refuse the delivery, i.e., give it back to the shipper, so that we can initiate an insurance claim. If you already accepted delivery and then find shipping damage, or if a gift recipient finds damage, please contact us immediately. We ship from different warehouses, so it is imperative that returns are sent to the originating warehouse (we will instruct you in this regard, and you must contact us before returning merchandise). Returns will not be accepted on edibles or candles, handcrafted or personally decorated items, or on personalized or engraved products, except in the case of an error on the personalization.
CONDITIONS FOR REFUND. The item being returned must be re-saleable. This means it must be returned brand new, i.e., not used. It also must be returned in its original box with all packing materials (foam, peanuts, plastic bags, manuals, user guides, instructions, etc.), and not damaged. If any of these conditions are not met, the item cannot be re-sold and there will be no refund, i.e., it will have to be sold as salvaged inventory at a discount, in which case we will issue a store credit minus a 20% restocking fee and the original shipping charges (a restocking fee will not apply if all conditions are met). Refunds will not be issued on returns if they are not received within 30 calendar days of purchase (this means you must return be in our hands within 30 days, and it must have been returned to our originating warehouse. Thus, the burden is on you to contact us if you are not happy with your purchase. If you required that we re-ship your return to the originating warehouse, the shipping charges will be deducted from any claimed refund.
BUYER'S REMORSE. We understand that you might change your mind after making a purchase. In this case, we will issue a full refund minus shipping charges after it has been returned to our warehouse and inspected, and as long as you comply with the "30-day rule" stated above. You may opt to select a different item of equal or lesser value, but you will be responsible for full shipping charges on the item being exchanged. Buyers are responsible for return shipping charges in all cases where damage did not occur in transit. As mentioned above, we ship from different warehouses, so it is imperative that returns are sent to the originating warehouse, and you must contact us before returning merchandise. If your return is not received within 30 calendar days from date of purchase, you will receive a store credit minus all shipping charges that apply, including returning merchandise to the originating warehouse due to your failure to follow these instructions.
DEFECTS. If the item you wish to return is inoperable but has no apparent damage, it is considered defective and we will replace it. In this case, we might instruct you to return the defective item directly to the manufacturer for warranty repair or replacement, and we will assist you in this regard.
EVENT CANCELLATION. If it is necessary to return merchandise due to the occasion being canceled, we will take back the merchandise up to 2 months after the date we shipped it. The merchandise must be in new and unused condition and in its original packaging. We will issue a refund for merchandise only. Round trip shipping and wrapping costs, if any, will not be refunded. Returns will not be accepted due to event cancellation on edibles or candles, handcrafted or personally decorated items, or on personalized or engraved products, except in the case of an error on the personalization. We also do not accept returns of partial orders, and the return process described above applies.
LOSS IN TRANSIT. In most cases we are able to provide customers with tracking information after shpment. If your package is not delivered as scheduled, please contact us immediately. If it was lost by the shipper, we will issue a refund or ship a replacement.
PERSONALIZED / ENGRAVED ITEMS. We cannot accept returns for personalized items, but we will issue a replacement if we made an error on engraving or other personalization.
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