Our #1 goal is to accommodate our customers to the best of our ability. We strive to give each and every customer a great experience and amazing customer service. Below you will find all information in regards to Shipping, Returns, Damaged Items, etc.
Shipping and Returns: We know how excited you are to be receiving your package. Please know that we strive to provide fast, quality shipping for you, so that you get your goodies sooner rather than later!
General Shipping Information:
All items ship within 3-5 business days (holidays will affect this as well as any incoming pre-orders). Shipping cost's are a flat rate of $9.95. Some items can not be shipped so if you purchase an item that is not able to be shipped (see note below), you will be issued a refund back to your original payment method.
*Please note, some items are only available for local pickup due to size and weight of item. Please read product descriptions on all items if you are unsure on what items cannot be shipped. If the item CAN’T be shipped, the product description will say so! If you purchase an item that can not be shipped, you will be sent a refund (read refunds and exchanges below).
Double check your shipping address! If items are sent to the wrong address, due to you inputting the incorrect information, items are at the cost of you. If items are sent back to The Vintage Twine, you will be responsible for the cost of shipping the items again. If you inputted the incorrect address, and you catch it before your item ships, email us (firstname.lastname@example.org) and we will ensure your item ships to the correct address. This ONLY stands, if you catch it BEFORE the items ship!
We try our hardest to accommodate shipping needs during the holidays, however, we cannot promise anything. Our last day of shipping for holidays such as Thanksgiving and Christmas are announced on our website, so please make sure to check for updates. The time frame will change year to year due to amount of orders being received each day.
Please note that once your package is in the hands of USPS it is out of our control as to when you will actually receive the package(s). Please know, we do all we can here at The Vintage Twine to get your package prepared for shipping as quickly as possible, especially during the holiday season.
We are NOT responsible for lost or stolen packages under any circumstance. If package is marked “delivered” but you have not received you will need to make a claim with USPS or USP (depending on who package was shipped with). You will be financially responsible to replace the items (if you so choose), but The Vintage Twine will not replace the items.
If your item has taken longer to be delivered than you think necessary (or what USPS/UPS says it will take) we are not able to do anything. You will need to deal with USPS/UPS directly.
Exchanges, Returns and Refunds
We are here to make Exchange's, Return's, and Refund's as easy as possible! Please read all information carefully. Please know our policy is clearly marked and you do agree to it when you purchase on our website.
Our policy lasts 14 days from the day you receive your items. If 14 days have gone by since your purchase, unfortunately we can’t offer you an exchange or in store credit. We do not offer refunds. The only time a refund is offered is if the error is on our part, The Vintage Twine or if an order is canceled BEFORE it is shipped (see refunds). Shipping cost will not be refunded.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange and/or in store credit.
If you are approved, then your return will be processed and your exchange mailed immediately (see our Shipping Policy for more information) or your in store credit issued asap. If your item was purchased through our CommentSold platform, your account credit will be applied to your CommentSold account. If your item was purchased through our website, your account credit will be issued to you in the form of a discount code to use at checkout.
Store Credit is only for online/Commentsold accounts and cannot be used in person at shows that you come to see us at. This is due to the inability to track each and every store credit while attending the show’s that we do.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive an exchange or in store credit, the cost of return shipping will be deducted from your refund. If your item is defective when you receive it, you will NOT receive the shipping in your store credit. Shipping cost's are non refundable, we will NOT make any exceptions.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping a returned item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. We are not responsible if we do not receive your returned items.
To return your product, you should mail your product to: The Vintage Twine, 1759 Collins Rd, GILLETTE WY 82716, United States
We only exchange and/or replace items if they are defective or damaged. You only have 14 days from the time of receiving the defective or damaged item to make a claim and receive an exchange. We will not exchange an item if you make a claim after the 14 day period. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: The Vintage Twine, 1759 Collins Rd, GILLETTE WY 82716, United States.
**Please note: We WILL NOT refund shipping on a damaged/defective item under any circumstances due to the face that we offer a Shipping Insurance at checkout. See Shipping Insurance section below for more information.
Late or missing exchanges/returns (if applicable)
Please allow 5-7 Business days for the process of an exchange/in store credit. This is AFTER we receive the product. If you have not received an email from us within that time frame, please contact us at firstname.lastname@example.org.
We do offer shipping insurance called Route. Route Shipping Protection is a separate company that automatically connects all items that you have purchased from The Vintage Twine in a single App! Once you have purchased Route Shipping Protection at checkout (1% of order total), your order is 100% protected and trackable! If you have any problems with your order in regards to damages, lost package, or stolen package, you will contact Route directly in your App and they will replace your items by placing another order with The Vintage Twine on your behalf! You can also make a claim by clicking here (you will be redirected to Route's website). At checkout you will have the option to opt out of the shipping insurance. If you choose to opt out of shipping insurance and your items are damaged, lost, or stolen, we WILL NOT refund/replace your item under any circumstance. It is the responsibility of the customer to make the claim with Route Insurance for any lost, damaged, or stolen items. The Vintage Twine is not responsible for making any claim on your behalf. If you choose not to make a claim, your items will not be replaced.
Once an item is purchase, a refund will only be issued if the order is canceled BEFORE it is shipped. You can not cancel an order if the item has been shipped already. You will be charged a 3% refund fee due to credit card processing fees that we acquired when you placed your order. The 3% will be taken off of the amount refunded back to your method of payment. All refunds, once completed on our end, are put back on your method of payment at the bank's timeline of processing refunds.
The Vintage Twine have the right to refuse service and orders as we see necessary.
Free gifts with purchase are while supplies last.
Discount Codes have an expiration date (we will stick to the expiration date). All codes are in Mountain Time.
Facebook and Instagram winners must have liked our page (Facebook) or be following us (Instagram). All giveaway items are at the discretion of The Vintage Twine and will be determined by the items in stock.
We are a paperless company and do not provide an invoice slip with your package. Please make sure to keep your email confirmation until you receive your items.
All sale items are FINAL. We will not accept any Exchanges, Return's, or Refunds for Sale items.
The Vintage Twine respects the privacy of you and your information. We do everything in our ability to keep your information secure. Your information will not be given to a third party!
If you receive a text message from The Vintage Twine it is because you opted into receiving text messages from us. If you do not want to receive a text message from us you can log into your account on our website and change your settings. You can also Reply "STOP" to the text message you have received and you will no longer receive those text messages from us.
The Vintage Twine reserves the right to alter our Terms, Conditions, and Policies at any time.