Terms of Service
If I want to return a product, where do I send it?
Our return address is: 11025 Westlake Drive, Charlotte, NC 28273. This is our primary production location, although we have numerous production facilities around the world.
If you need our personal assistance with any questions or concerns please email us or use our contact form and we will be happy to help you the best we can. We will get back to you as soon as we can, and we may advise you not to return the item as we resolve any issues.
If you do need to return a product, we’ll notify you via email that the package has been returned once it reaches our facility and based on the reason for the return, we’ll decide what the next steps should be together.
What happens if a package isn’t delivered to my customer, 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 the recipient reports they 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 the recipients address.
In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient’s address. Recipients 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 you will need to place a new manual order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.
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 you. We will receive notice once the order arrives back to our facility. We will contact you to determine how you would like to proceed and provide us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.
We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to double check that you got 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.
How are returns handled differently when comparing quality concerns or you changing your 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 would be handled at your expense by placing a new order. If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.
What if a frame breaks during shipment?
We guarantee each product from the moment it leaves our shop to the point it is received by you. If any order arrives broken, damaged, incomplete, or wrong, we will reship your order to ensure they are satisfied with the product.
What if the product is damaged in the mail?
We ask for photo verification of the damaged goods sent to firstname.lastname@example.org, then we’ll gladly send a replacement at no cost to you.
What if your address was wrong?
If your address was wrong, then you are held responsible. Usually, the package is sent back to the return address, in which case we’ll contact you for an updated address. However, the packages are sometimes not returned to the sender. In this case, you would have to process a new order to replace the original.