The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
- Custom or personalized orders
- Perishable products (like food or flowers)
- Digital downloads
- Intimate items (for health/hygiene reasons)
- Items on sale
Returns and exchange details
Accurate, fast deliveries are important to us & we have worked hard for our reputation of providing fast shipping & great customer service. However, each box is carefully packed by a person & people sometimes make mistakes. Shipping errors within USPS are completely out of our control. If there is a problem, please message us and we will do what we can to make it right. We reserve the right to choose item replacement or refund depending on what makes the most sense in each circumstance.
Orders cannot be cancelled once they are shipped. Transit times are not guaranteed for any shipping option except USPS Express 1-2 day.
RETURNS:
We do not accept returns on packaging items including shrink bags, plastic clamshells, stand up bags, soap boxes or anything listed in the packaging section of our store. All sales final on jojoba beads, lakes, dyes and sprinkles as well. Please understand this policy is for hygienic purposes.
Digital downloads and custom made bath products are non refundable as well.
Other returns are considered on a case by case basis. To return an item, contact us within 7 days of delivery and if a return is approved, customer must ship it back within 14 days. Return shipping is the buyer's responsibility on returns and exchanges. We will refund your item, less the cost of shipping, when it arrives back at Two Wild Hares. Please use the direct address we give you in messaging to return (not our PO Box.)
DAMAGED PACKAGE CLAIMS:
To file a claim, within 7 days of receipt, submit a photograph of the package damage and the damaged item with an explanation of what was lost or broken.
These damages are not covered:
1. Dog or another animal chewing up package.
2. Items inside cut by careless package opening.
3. Neglecting to pick up package from mailbox or delivery location promptly resulting in heat, rain or other damage as a result.
4. Not providing a safe place for delivery. Packages left outside apartment doors are not safe.
5. Customer supplied incorrect address or address was not entered in the USPS standardized format.
Make sure your local PO and UPS knows where to safely leave your packages and pick them up promptly. We pack boxes full and tight, so don't use a box cutter to open.
We are happy to enter the claim for you on USPS should one be needed and accommodate a reshipment of your package if a claim is paid. If you enter the claim online yourself, we are unable to do anything further for you regarding your damaged package. To file a claim, you must notify Two Wild Hares no more than 7 days after the delivery of your package with pictures. In some cases, we will have to wait on USPS approval to proceed with your replacement package. Don’t throw away the packaging until your claim is completed.
LOST or UNDELIVERED PACKAGES:
If your package is missing in action, we unfortunately have to wait 15 days to file a claim through USPS for domestic packages and 21 days for international packages. We aim for quick and accurate deliveries, but lost packages sometimes happen and are out of our control. Transit times are not guaranteed except for USPS Express 1-2 day packages.
We are happy to enter a loss claim for you on USPS should one be needed and accommodate a reshipment of your package when a claim is paid. To file a loss claim, you must notify us within 21 days of the shipment date for a MIA/lost/undelivered package and within 7 days of delivery if the package tracks delivered but doesn't show up at your house.
RESHIPPING ORDERS:
If a package is returned to us because of insufficient address, unpaid customs fees or a because a customer didn't retrieve their package and the post office returned it, the shipping fee will have to be repaid to resend it. This includes "free shipping" listings. Free shipping applies to the first shipment only.
INTERNATIONAL ORDERS: Please include an accurate phone number on your order.
Customs/VAT fees will have to be paid in many countries before they will deliver. After so many days, USPS will return your package to us for non payment of customs fees and shipping cost is forfeited. Unclaimed/non payment of customs fees on international packages are sometimes never returned and when they are returned to us, it takes months. We cannot refund items until they arrive back. To avoid the loss of your order entirely, please be aware of and take care of your customs and VAT fees.
Please be sure USPS delivers to your address given. In some countries, USPS only delivers to PO boxes, not physical addresses. It's your responsibility to make sure you can receive packages by USPS with the address entered.
Please be aware of your customs and duties regulations and do not order items that would be confiscated by your country's customs department. Confiscated items are non-refundable.
