Conditions
Items are eligible for return within exactly 30 days from confirmed parcel delivery. Clothing and dog accessories must be unworn, unwashed, and accompanied by original manufacturer tags. Candles and room fragrances must be unused and unburned. Grooming items must remain in their original unopened boxes with all protective neck seals and tamper stickers intact.
Sending back your parcel
- Transmit your return request along with your order number to [email protected].
- Obtain an authorized Return Merchandise Authorization (RMA) form and the correct domestic return facility address.
- Pack merchandise securely in its original packaging with all internal protective cushioning and seals untouched.
- Receive your refund via direct bank transfer or settlement within 3 to 10 business days following facility inspection and condition approval.
Who pays return shipping
When an item arrives broken, flawed, or simply incorrect, we foot the bill by sending a prepaid shipping voucher or booking a courier. If you simply decided against keeping it, you cover the return postage, and we make no extra deductions.
Refund timing and method
Your refund goes out within 3 business days after our inspection. For cash on delivery orders, we transfer funds directly to the bank account details you share with us; payments made by bank transfer return to that same account. Banks normally take 1-5 business days to clear the funds.
How we resolve different situations
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Replacement dispatched, incorrect parcel collected | None |
| Parcel lost | Fresh parcel dispatched or full refund issued once the carrier investigation finishes | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | A complete refund covering the item purchase price | Return shipping only |
Exchanges
If you need a different fit, shade, or item entirely, please follow our return guidelines and make a fresh purchase online; we will refund your original item once it arrives back at our shop. If we sent the wrong thing initially, shipping on the new package is on us.
Cancelling an order
You may cancel a purchase without any fees as long as it has not yet left our hands. Send a quick note with your order details to [email protected]. Once your parcel has shipped, our standard return terms apply.
Questions about this policy
Send an email to [email protected] or ring +1 (330) 704-4504 between Mon-Fri 08:00-15:30. We answer every message within one business day.
- Merchant
- Timber & Loom Goods LLC
- Registered address
- 520 S Main St, Ste 2455, Akron, OH 44311, United States
- [email protected]
- Phone
- +1 (330) 704-4504
- Working hours
- Mon-Fri 08:00-15:30
- Registration
- EIN: 94-4413852