Returns and Exchanges
Do you take returns?
We accept returns of unused items in their original condition within 30 days of the date you received your order. We’re also happy to offer an exchange within 30 days if an unused item happens to come to you damaged or defective. If more than 30 days have passed and the item is unused, we may be able to offer a partial refund in select cases.
To initiate a return, please contact firstname.lastname@example.org.
Customers are responsible for return shipping fees unless the cause of the return is our mistake.
What if I want to exchange something?
We offer exchanges of unused items in their original condition within 30 days of the date you received your order. Email email@example.com for help.
Can I cancel my order?
After October 1st, 2021 we will not be able to guarantee that we can cancel your order. We cannot apply discounts or edit orders after they have been placed. Please thoroughly check your order, shipping address, and contact information prior to completing payment.
Do I have to pay for my own return shipping?
In most cases, customers wishing to return or exchange an item are responsible for the cost of shipping their item back to us. If the return or exchange is due to a Tuft the World mistake, please email us at firstname.lastname@example.org so we can remedy the problem.
How should I package the item I’m returning?
We ask that you securely pack your item for return or exchange with adequate packing materials. If you are returning a tufting machine, wrap the machine in several layers of bubble wrap or a comparable packing material to create 3 to 4 inches of padding on all sides, and double-box the machine for extra protection.
Tuft the World reserves the right to deduct fees from customer refunds for unsanitary packing materials or damage incurred during return shipping. In addition to adequately packaging your returns, we recommend that you insure high-cost items and request tracking information from the shipping carrier, in the event that a box doesn’t make it to us. Tuft the World is not responsible for products lost during return shipping.
How do refunds work?
Once we’ve received your return, we’ll notify you by email regarding the status of your refund. Refunds are generally applied to your original method of payment, and may take 2-10 business days to process.
As a small business, we ask that you please be patient with the refunding process and reach out to us prior to disputing transaction or initiating a chargeback with your bank.
My refund isn’t showing up in my account. What now?
Refunds often take several days to post to your account. If you still haven’t received a refund after 10 business days, we recommend contacting your bank. If a refund still hasn’t been processed, reach out to us at email@example.com.
Where do I ship the item(s) I want to return or exchange?
We will provide you with our return shipping address and instructions via email once we’ve initiated your return/exchange.