Refund Policy and Our Risk-Free Guarantee!
(90 day refund on our blankets and naturally
colored cowhides!)
The vast majority of our customers love our products: whether it be one of our cowhides, fur rugs or mink blankets....very few people ever return what they have bought.
We have less than a 1% return rate, which is quite extraordinary in this industry; and most of those are due to either a "size" or a "color" conflict as opposed to a "quality" problem. In the eighteen years we have been in business, we haven't had more than a handful of returns in any given year.
However, for those rare situations that customers do decide to return their items, we have the following refund policies which depend on the type of product ordered.
Cowhides
Most
of our
full natural colored cowhides may be returned at any time within 90 days of
delivery if they are in resalable condition. This does not include animal
print cowhides or closeout items which both have a 30 day time
period from the day of delivery to be returned.
Except
for white and creamy white cowhides, all cowhides that we have
actually photographed and placed on line as the actual hides
that we send, will have a 30 day time period from the time of
delivery to be returned. These generally will have an actual 3
or 4 digit number assigned to them...for example, B790 or A1124.
These are so uncommon that we can easily sell them to someone
else very quickly. On the other hand, the white and creamy white
hides that we photograph are even more rare, so these must be
returned within 5 days of delivery so we can sell them to
someone else.
All other items not
specifically mentioned here will also have a 30 day from
delivery period to return the item. To be resalable and to get a
refund, the cowhide must be folded the way we sent it to you to prevent unnecessary
crease marks. Please call us to find out how to fold them before you return your
order. All this is to keep people from folding the hide
"every which way" resulting in folds and creases that
will probably never completely come out.
To be resalable and to get a refund, the cowhide
must be folded the way we sent it to you to
prevent unnecessary crease marks. Cowhides that
are not folded correctly can actually have folds
and creases that will never come out, making them
not sellable. Customers will need to call us to find
out how to fold them before you return your hide.
Custom Cowhide Ottomans
Your
cowhide ottoman can be returned within the
first 30 days from the time of delivery. Of course
it must be lacking any sign of wear, water
or storm damage. A possible 3% restocking fee will be subtracted
from the total of their item paid. Probably the
hardest part of making an ottoman is picking out
the right hide. This can literally take 1-2 hours
by the time we pick it, send a picture back and
forth to the customer, discuss it and then finally
decide on one. As a result, we will charge the
card as soon as we start looking for the hides.
Once we charge the card, if the order is cancelled
at anytime, this restocking fee will be charged.
Mink Blankets, Pillows, and Synthetic Area Rugs
Our blankets, pillows and synthetic area rugs may be returned at any time within
90 days of delivery if they are in resalable condition and are returned in the original factory packaging.
Custom Made Designer Cowhide Rugs
Since custom rugs are made to order in a particular size and color, there can be no refunds or exchanges once production starts. Our guarantee to you is that your rug or bedspread will be of superior quality, made by expert craftsmen and easily within the color range that we have agreed on.
Since most of the squares are cut out by hand,
some variance in square sizes is to be expected.
Again, once we begin actual production, there will be no refund. However, one can cancel their order up to the point that we begin gathering the hides or skins. Up to this time, a customer can cancel their order and only pay a 15% pre-production fee.
Fur Rugs and Fur Bedspreads,
Including All Sheepskin/Lambskin Products
Our fur rugs and bedspreads have a different time period in which they can be returned for a refund. We cannot in good conscience resell a fur product after someone has had a chance to "use" it for any length of time. Therefore, we ask people to decide as soon as possible, no longer than three days from the time of delivery, whether or not they are going to keep one of our furs.
We know quality is rarely ever an issue with any of our fur pieces. However, as we mentioned above, "size" and "color" can be legitimate issues. These decisions though, should be able to be made very quickly. You will need to call our toll free number, 1-800 591-4235, within three days of delivery to make "return" arrangements. We will at that time give you the proper shipping instructions. The product must be in
resalable condition and in its original shipping
packaging AND cannot have been in a smoking environment.
Any trace of smoke smell whatsoever will negate
any refund. After three days of delivery, we will assume you will be keeping your
order.
Custom
Sheepskin, Lambskin Rugs and Bedspreads
Custom
sheepskin/lambskin rugs may or may not be
returnable, largely depending on the size and
color. For those that the factory will take back,
the same 3 day return period is in effect. In
addition, the manufacturer will charge a 17.5% restocking fee.
Even with this restocking fee, the factory really
doesn't want a custom rug. Please keep in
mind that custom rugs are just that, CUSTOM.
It may take a year for someone else to order what
you have ordered, thus the reason for such a high
restocking fee. As a result, it is a very good
idea to be absolutely sure that you will like the
color before ordering. We highly recommend buying
a single, one piece sheepskin in the color you
would want your custom rug to be. You can either
return it for a credit toward your larger rug or
get a refund if you do not like the color.
Some 4 pelt
rugs and most all rugs over 5 pelts are custom
made and will also incur this 17.5% restocking fee,
assuming the manufacturer will take it back.
Once the order is placed with the factory and
production starts, this 17.5% fee will be charged us,
even if the order was just placed. Even though
production may take 7-10 days, the hard part is
picking out hides which starts as soon as the
order is placed.
In other
words, it would be wise to be certain that you
want one before ordering. For rugs that will not
be returnable, we highly suggest buying and then
returning a single pelt in order for you to see
the color and quality.
Quality is never an issue as our lambskins are the
thickest and softest we have ever carried in the
25 years we have been in business. However, color
can be an issue. Ordering and then returning a
single pelt in order to confirm the color should
eliminate any chance of someone wanting to return
their custom rug.
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Before Returning Your Order
Please carefully follow these instructions when returning your order to enable us to properly credit your account. Since emails can go "undelivered", our company cannot guarantee proper credit if a customer simply emails us about returning a product rather than calling for instructions. As a result, please do not email us concerning any return. Once we receive the product in resalable condition, you will then be issued a credit, generally within 48-72 hours.
Since we can ship products from different places, you must make sure you have the proper return address by calling one of the two following numbers: (1-800-591-4235 or 904-923-6720).
You may use either UPS, DHL or Federal Express to make the return. The Post Office is not an option: we simply have had too many mishaps involving packages being returned by the Post Office. You must also insure the package for the item's purchase price and have a receipt for the transaction.
All returned items must be in resalable condition. Blankets must be in their original packaging. When returning cowhides, one must not only call us for instructions in properly folding a
cowhide or calfskin, but must also return it in a box large enough so unnecessary fold marks and creases will not develop. Please note that a refund will not be issued if a cowhide
or calfskin is not folded properly resulting in creases that can make the hide not sellable. Lastly, the box that the hide came in may be too small for a customer to use since it takes practice folding cowhides
and calfskins so make sure that you use a large enough box to prevent preventable creasing. If this is the case, please just use a larger box for your cowhide to fit in.
Actual shipping and handling costs incurred in shipping your item plus
a possible 3% restocking fee will be deducted from your total purchase price before issuing a credit. This applies to all orders, including orders that had "free shipping". This also applies to packages that were either refused or not delivered because someone was not present to accept it. Any items that are purchased for shows, parties or special events are not refundable. We have actually had customers purchase pieces to show at a party for an evening and then try to return them.
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