Returns and Exchanges
Is there a deadline for returning something for a refund or exchange?
We will accept any unopened/unused items for return or exchange within 30 days of delivery (within 45 days of purchase for shipments outside of the United States). The return date will be determined by the postmark on the returned package.
Where should I send items I am returning or exchanging?
Your package should be addressed to:
5400 Three Notched Road
Crozet, VA 22932-3105
Please print your order number clearly on the outside of the package and include either a copy of your confirmation email or a note with your order number and reason for return inside your package.
I want to return or exchange something that was a gift, can I do that?
We accept returns on orders that were purchased as a gift. Please note that a refund or any financial adjustment made on the order will be applied to the original form of payment only. If you are not the purchaser, the refund will be issued in the form of a Gift Certificate. If you are not the original customer, please include their name and zip code to help expedite the process.
What is not refundable?
The following items or situations are not eligible for a refund or exchange:
Any items that have been opened or used or expired items from orders beyond 30 days old.
What form will my refund take?
All refunds will be credited to the original payment source. If the original payment source is unavailable we reserve the right to issue an electronic gift certificate and transmit it to the email address provided when the order was placed, or to issue a refund check to be mailed to the billing address provided on the order. Shipping and handling are non-refundable except in the case of a manufacturer's defect.
Who pays for postage?
If you are returning damaged or defective merchandise we will pay the cost of return shipping if you email us at firstname.lastname@example.org. If you are returning an internationally shipped order, please include your shipping receipt. Please contact customer service for shipping reimbursement information based on your purchase. If we determine at our sole discretion that the merchandise you return is not eligible for return or exchange you authorize us to charge your original payment source the applicable return shipping charge.
Are there requirements for how my return/exchange needs to be shipped back to you?
For any returned merchandise valued in excess of $100 you must send the merchandise using a traceable and insured ship method and include your receipt with your return for reimbursement. Please note, we only issue reimbursements if the return is due to an error on our part. If necessary, you may arrange with our customer service center for a call tag to be sent to you for use in shipping the package via United Parcel Service (UPS), with the cost to be deducted from your refund.
What if my return is lost in the mail?
We do not issue refunds for items not received by our returns department and recommend you use a traceable ship method to ensure successful delivery.