Returns, Lost or Damaged Items
Where Returns meet Conscious Business...
Partner with us!
After a multi-year initiative to optimize all manner of recycling, repurposing, and upcycling we are now a proud, Zero Landfill manufacturing enterprise. Because what we custom create for you can’t simply be restocked (like pretty much everything else you might order online), we invite you to purchase consciously, and partner with us in a shared commitment to the environment and a reduced carbon footprint.
How can I avoid returns?
DO ask for free samples over the phone, or order them online, if you have any wild needs to match color or finish (reminder: it is not possible for us to ensure your computer screen, or our catalog, is an exact color match for our materials)
DO double-check your measurements to ensure accuracy
DO appreciate the natural (and beautiful!) variation in color in any of our wood grain materials
DO use our online rendering tool to preview exotic possibilities – Personal Frame Shop (for when you already have art or are creating other wall décor, like cork bulletin boards, dry erase boards & more) and the Print & Frame Shop (for when you upload images for us to print for you)
DO ask our Customer Care Advisors for assistance at any time!
DO recycle your packaging or upcycle it with creative ideas from our Pinterest board
All of the above being said, we do offer a 100% Guarantee. In the very unlikely event that you're not satisfied with your purchase please return it within 45 days of the delivery date, and we will replace or refund the merchandise total of your order. (for issues originating on our end or in transit, we will of course reimburse your shipping as well).
How do returns work?
DO enjoy an easier & more eco-friendly returns process by shipping your items back to us in the same box & packaging in which it arrived. Of course, if the returns issue is due to an error on our part, or damage in transit, you will not be charged for return shipping. Otherwise, when a Customer Care Advisor issues you a return label, you’ll receive our preferred shipping rate based on the size of your original box.
DO help us ensure that this issue doesn't occur again by taking a photo of any items or packaging that arrived in questionable condition.
DO enjoy a light-touch returns process by emailing your request for a replacement or refund to firstname.lastname@example.org. Be sure to include your name, order number, reason for returning, any photo(s) you may have taken. You'll receive a response within 1 business day.
DO simply call us if you prefer. You can reach our Customer Care Team at 800-332-8884, 8am-7pm EST Mon-Fri. We’ll be happy to assist you! Our hours are extended during the month of December. Please see Customer Care Contact for our holiday hours.
DO look out for an email within 3-5 business days indicating we’ve processed your return. Please allow up to one billing cycle to see the credit on your account.
Are there any items I can't return?
Due to the limited nature of OutletShop items, they cannot be returned. However, if you’ve received a damaged OutletShop item, we may not be able to replace it, but our friendly Customer Care Team can suggest something similar to suit your needs.
Please Note: Volume orders placed through Business Services are handled in a unique way to ensure satisfaction. In the event that your volume order has arrived damaged, please email details to email@example.com or call 877-367-2689.