MY ORDER SHOWS TRACKING BUT I HAVEN'T RECEIVED IT!
WE ARE NOT RESPONSIBLE IF THE POST OFFICE LOOSES YOUR PACKAGE. YOU MUST CONTACT THE POST OFFICE WITH YOUR TRACKING NUMBER IF YOU BELIEVE YOUR PACKAGE HAS BEEN LOST. Unless you chose the "Insurance" option when you checked out we will not replace an order that the Post Office has lost.
INTERNATIONAL ORDERS - This sometimes happens especially with International Orders. If your order is International and tracking stops it is usually because it is held up in Customs. We have no control over this. It will eventually begin moving again. Your credit card company WILL NOT approve a chargeback for an item that shows valid tracking. Once we give your item to the Post Office it's delivery is out of our control. Please contact your Post Office with your tracking number so they can investigate.
DOMESTIC ORDERS - Domestic orders that show tracking but have not been delivered in the expected time or show delivered but you have not recieved it are not our responsibility. Please contact the Post Office with your tracking number to open an investigation. We have no control over the package once it is given to the post office. Your credit card company will not approve a chargeback on an item that has valid tracking but has not been delivered; or has been delivered but not received. PLEASE CHOOSE THE "INSURANCE" OPTION WHEN YOU CHECK OUT IF YOU ARE CONCERNED WITH THE POST OFFICE LOOSING YOUR PACKAGE.
Please email the shop prior to returning any item so we know to expect it - email@example.com
Please EMAIL (firstname.lastname@example.org) if you have a problem with your order. The most common reason for a return is sizing. Custom items which include all wrist cuffs cannot be returned for a refund however we will exchange it for another item of similar value or credit toward a future purchase. Measure Carefully! For a proper fit we need your Wrist Size, not how long you want the cuff to be.
If You Need Your Cuff Re-Sized
We make cuffs using the size provided by the customer. Included with your cuff is a paper ruler measured out to the wrist size you provided. If your cuff was made to the size you specified and you need a different size there is a re-size charge of 50% of the total cuff price. This is because to resize the cuff almost always requires remaking the item. There are detailed instructions on how to measure your wrist at www.EasternOregonLeather.com. If the cuff was NOT made to the size you specified we will cover the cost of the re-make and all shipping.
When you request a re-size you will receive a new order number with a PayPal link in your email. If your item does not fit and it has been made to the size you specified in your order you are responsible for shipping costs to and from the shop.
All returns must be authorized by Eastern Oregon Leather, and shipped back within 7 days of receipt. We will not accept returns on items that have been damaged or altered in any way, any sale items, special order items, or scraps. Return amounts never include shipping.
Please CALL if you have a problem with your order. We will make every effort to correct the situation.
If You Need To Exchange An Item:
All items are Custom Made to the specifications and measurements you provided. In the case of cuffs and gauntlets a ruler is provided so you cand see how we accommodate your measurement; Aside from sizing we understand that sometimes when you get your custom made item it may not meet your needs. In such cases you can return your custom item and exchange it for something different. You can exchange any item for something of equal or lesser value. If the item you wish to exchange for is more than the original item we will send you a paypal link for the difference between the two items. If you choose an item that is of lesser value than the original we will refund the difference between the original and the exchanged item. You pay the shipping of the original item back to us and we will cover the shipping of the new item back to you. If the size of the new item is different than the size of the original item there may be an additional charge. Please contact us if you are having difficulty determining your size.
What if your order shipped but you haven't received it?
All orders are shipped via USPS. You will receive a tracking number via email when your order ships.
INTERNATIONAL ORDERS: If your order stops tracking and you are in a country other than the US it is most likely being held up by Customs. We have no control over this and will not refund an order that has stopped tracking unless you choose the insurance option when placing your order. We have no control over the Post Office. Orders with the wrong address are not our responsibility since the address information is entered by the person placing the order. We do use address checking software to correct shipping addresses.
DOMESTIC ORDERS: If an order has tracking or it shows that it has been delivered but you have not received it you will need to contact your post office with your tracking number so they can launch a further investigation. We have no control over where packages go once they are given to the Post Office. Your credit Card provider will not chargeback an order with a valid tracking number that shows the item is in transit. YOU MUST CONTACT THE POST OFFICE WITH YOUR TRACKING NUMBER SO THEY CAN OPEN AN INVESTIGATION AND FIND YOUR PACKAGE. We are not the Post Office. Once they have your package we have no control over it.