Tumbleweeds HC Policies
Production: Every item in our shop is handcrafted TO ORDER by the two of us in our Florida studio. We value craftsmanship an d quality over speediness and quantity, a lost art in our fast paced society. For all items marked as "made to order" or "custom" please expect a flexible turnaround time. All orders for "ready to ship" items should expect a 5 business day lead time for packing and processing orders. Some items are still available for pre-order and should typically expect a 8-12 week production lead time for those items, however, life happens and sometimes it takes a little longer, so please keep that in mind when purchasing. If you have any questions about where your order is on the production line, or the status of any order placed, please use the below contact form, and please include your order number and any important information (like a change of address or specific date you need your order by) and we will do our best to accommodate.
Shipping: We ship via usps priority mail or First Class for domestic orders (tracking, within the US) and usps Priority for International orders (6-10 days plus production time, no tracking.) You may request expedited shipping during checkout. If an item is lost or damaged during shipment, please contact us within 10 days of shipment and we will replace the lost item (with proof of non-delivery or damage) or issue store credit for the damaged item (after it is returned to us - buyer is responsible for shipping but will be credited once the item in received.) Please allow several days for tracking to show movement while we package and ship your order. We have limited access to the post office and it can take up to 3-5 business days for item to be picked up by our carrier and shipped off to a larger sorting facility.
Defects/Exchanges/Returns: Unfortunately at this time we can not accept returns for refunds. You may return an unworn item in original packaging within 7 days of receiving for store credit only (shipping costs will be deducted from store credit, buyer responsible for return shipping costs.) If an item is defective within 30 days of receiving, you may contact us for replacements/repair. We will replace on a case-by-case basis and often we need to see the original item to determine the level of repair/replacement.
Satisfaction Guaranteed Promise: We value our customers above all else. In an age where we communicate exclusively via email and social media, it is easy to dismiss the experience each and every customer has. The happiness and support of our very valued customers means so much to us. If for any reason, you are unhappy with your purchase, or with our service for any reason, we promise to do whatever we can to make that right. You may use the below contact form to get in touch with us, or contact us via social media like Twitter or Instagram - we're @tumbleweedshc (be sure to include your order number!) and we will be in touch straight away. We want long term relationships with all of our customers, so feel free to say hi on twitter, send us a photo of your cat on Instagram or share a pin on pinterest.
For care instructions and requently asked questions, please visit our FAQ page!
Please use the below form to inquire about an order status, or if you have a question that we have not answered here or in our FAQ and we will respond as quickly as we can (please note, we do not monitor emails on Saturday and Sunday.) Our email is firstname.lastname@example.org.