Shipping & Returns
OUR SHIPPING POLICY
How do you ship?
We use FedEx, Priority Mail, and First Class Mail (if applicable). Orders are shipped within the next two business days after receiving the order. You will receive an email notification with tracking information once your order has shipped.
Can I expedite shipping?
If you would like to expedite shipping, email [email protected] to complete your order. You may choose between Next Day and 2nd Day. The cost will be determined and billed on a separate invoice.
Do you ship to P.O. Boxes?
Yes, and use either Priority Mail or First Class Mail.
Do you ship internationally?
At this time we only ship within the United States. For those outside of the US, please feel free to contact us with your shipping address and order details (items requested), and we will get back to you with an estimated shipping quote.
What if I want to order a gift for someone else?
The online store will walk you through the process, and you can even include a message to the receiver.
OUR RETURN POLICY
100% Satisfaction Free Returns Policy
We want you to be completely satisfied with each purchase. We believe that the legacy of handmade high-quality products depends on extraordinary customer services between consumers and regional makers. The SHCG stands behind the skill of their makers by offering FREE RETURNS on all purchases.
How do I return an item delivered within the U.S?
Request for a refund must be made within 14 days of receiving your order. To request a refund, email [email protected].You will receive a free shipping label via email. Return your item(s) within 30 days of the original delivery to be issued a refund of the purchase price, less the shipping charge, to the same form of payment used to place the order. If your return is in any way a result of an error by the Southern Highland Craft Guild, we will provide you with a free return label and will happily refund all applicable shipping costs paid on the product(s) you are returning.IMPORTANT NOTE: Refunds will not be issued if the returned products have been damaged or altered in any way. No refunds will be available after the 30-day returns period has expired.
Can I return a gift?
If you have received a gift from the Southern Highland Craft Guild and would like to return it, you may do so by emailing [email protected] or by phone at 828-298-7909 during the 30-day period following the original delivery date of the order. You will be issued a free shipping label via email. If your request comes after this period, we will issue you store credit for the amount of the original order, less shipping charges, to use for any other products on the website. We will not inform the person who sent you the gift of your return request.
When will I get my refund?
Credit for returns will be issued within 2 business days of receipt of the returned merchandise using the same form of payment originally used for the order (except where other arrangements have been made, as in the case of gift orders). At this time we are unable to accommodate exchanges.Important Notes and Restrictions:
- Refunds will not be available if the returned products have been damaged or altered in any way.
- No refunds or returns on gift certificates.
Step-by-Step Return Instructions
1. Submit a request by emailing [email protected] that includes your Order Number, the name or Product ID of the product(s) that you would like to return, your name and email address, and the reason for the return (please provide as much detail as possible).
2. You will receive a response from our customer service team with any special return instructions, typically within two business days.
3. Repack your order. Use the original packing materials if possible. If the original materials are not usable, use appropriate packing materials with plenty of cushioning. You are responsible for any damage due to improper packaging; please take care to repack items carefully. If you are unsure, please contact us at [email protected] or call 828-298-7909 for assistance.
4. Place the return label on the box, and drop it off at the appropriate location, either USPS or Fedex.
I haven’t received my order. Is it lost?
Check to make sure that your shipping address was correct on your order. Southern Highland Craft Guild is not responsible for items that have not been received due to an incorrect address or change of address, but we will do our best to track it down. If you have not received your order and would like to check the status, please contact [email protected]. A member of our team will check our records to determine when your order was processed and shipped.
What happens if my item arrives damaged or incomplete?
Your satisfaction is our priority at the Southern Highland Craft Guild. If you have received a damaged or incorrect item, or if part of your order is missing, please notify us immediately. The best way to report any problem with your order is to email [email protected]. In your message, please include your name, order number, and email address, and provide as much detail as possible about the situation. We will be happy to replace any damaged/incorrect items, assuming a comparable replacement is available, or provide you with a full refund, including all shipping costs. Any products that might be missing from your order will be shipped as soon as possible at no additional charge to you.