Damaged or Defective Merchandise
We do our best to make sure that your purchase arrives at your door in excellent condition! However, occasionally things happen. If you receive damaged, incorrect, or defective merchandise please call our customer service department at 800-319-1256. Please save your packaging. If the item was damaged in transit, we may ask you to provide pictures so that we may file a claim with our shipping agent. You may also be asked to repack the item so our shipper can pick it up and return it to us. We will immediately replace the item or issue a refund in full.
Replacements and Returns
Each of our items is made to order. If you wish to replace an order, simply indicate which items you are returning on the packing slip you received with your merchandise. Place the packing slip in the box with your merchandise. Be sure to make a copy of the form and keep it for your records. You may use the shipping carrier most convenient for you.
Products must be returned in their original condition and inner packaging. Please repack your returns carefully. Refunds on returns will not be given on items that are damaged due to poor return packaging. For your protection we recommend that you insure your returned items. Please provide a valid email and return to the address on the shipping form. We make every effort to process your return in a timely manner. You will receive an email notifying you that the return has been processed. Orders placed with a credit card will receive a refund to your original credit card. Please note that original shipping charges are non-refundable and return shipping is the responsibility of the customer. Some items (such as seasonal items out of season) have a restocking fee if you choose to return them. Due to the special order nature of these items, there will be a 15% restocking fee subtracted from your refund, except in the case of defective merchandise.
We cannot accept returns on custom items, except in the case of damage, defect or incorrect manufacturing – please call our customer service department and we can offer you replacement terms.