Returns -Damage -Exchanges -Problems
Please let us know quickly of any issues. Without your timely contact, we have less ability to resolve problems. We are easy to get in touch with. See our contact page.
Below you will find details on how to handle most situations that could occur.Any questions or concerns? Call Us- we are here 7 days a week.
Returning an Item to Exchange it for Another
Returning an Item for a Refund
Exchange - Return Exceptions
Damaged or Missing Items
Returning an Item to Exchange it for Another
Exchanges are OK within 30 days of purchase or, if we shipped it to you, within 30 days after we shipped it. You need to contact us for a return authorization number from us before returning anything.
Shipping and Handling charges are non-refundable. You also need to pay to have items returned to us. Items must arrive back to us in new condition. If your item arrives damaged, you are responsible for filing a claim. See "How to Return an Item".
We will pay for shipping a replacement item back to you unless the original item was part of a promotion, such as a sale or free shipping. If the item was part of a promotion, you will need to pay for the shipping.
If you are not ready to decide what you want as an exchange, we can issue you a store credit after receiving your product for exchange. Store credits do not expire.
Returning an Item for a Refund
You must contact us within 3 days of delivery of an item to request a return and refund. Beyond 3 days, we will not offer cash refunds. You need to contact us for a return authorization number before shipping an item to us.
You may still obtain a gift certificate or exchange for another product as described above.
We also do not refund the original shipping and handling that you paid on the order. If your purchase included a special promotion such as free or reduced shipping, our standard shipping and handling fees will be deducted from the amount refunded.
Exchange - Return Exceptions
Merchandise that has been worn, used, or altered will not be accepted for return or exchange. No returns are allowed for sale items, special orders and or custom orders. Returns must be shipped freight or postage prepaid. Any return sent back freight or postage collect will be refused. In the case of repeated exchanges, we reserve the right to charge for shipping costs.
Damaged or Missing Items
We have many years of successful shipping experience, but damage sometimes does occur. We will take responsibility for items that arrive damaged as long as you follow these 5 steps:
1. Damage must be reported within three days!
After three days, it may be too late to process a claim. If we cannot process a claim, our ability to help you will be severely limited or denied. So, please take some time to inspect everything in your package as soon as it arrives.
Special Note re Deliveries by Trucking or Freight Companies:
If delivered by a freight company, signing a bill of lading means you have received the products in good condition. Do Not Sign any "Bill of Lading" documents until you check your boxes for damage. If you see nany sign of damage, you must write "Damaged" so it shows on all copies of a bill of lading for a claim to be processed. Then you may sign the document.
2. Save the box and all packing materials.. The shipping agency usually will inspect them
3. Please take photos of the boxes or crates showing outside evidence of damage. Also take photos of the contents and the damage. Many cameras take really large photos- if you know how, set the camera to take medium size photos sp ypu can email them more easily.
4. Repack and Return the items and packing materials to the box or crate For tips: click on our packing tips Packaging Tips
5. Contact us at Stowe Craft. E-mail us with the name on the shipping label, the details of the problem and how to get in touch with you besides e-mail.
If you don't hear back from us quickly, please call us on our toll free line: 1-877-ilovevt. |
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