FAQs

How do I report a problem with my order?

You can contact us through our contact form or email us at thestonedathomemom@gmail.com regarding any concerns.

How long do I have to submit a claim for a return or exchange?

30 Days after tracking shows delivered.

What if tracking shows a product was delivered but I never received it?

If the package was marked as delivered by the carrier, but you have yet received it,  please verify the shipping address is accurate. If it is inaccurate, unfortunately, we cannot cover the cost of reshipping or refunding the order. If a handmade item has been lost or stolen, please consider the cost it takes to make these items and know that they may not always be replaced. Contact me if your inquiry is in regard to handmade goods!

There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if the delivery driver left any instructions. For example: “Left under patio."

If you’re unable to locate the package, you will need to file a claim directly with the carrier.

 

What if an order gets lost in the mail?

For packages lost in transit or stolen, all claims must be submitted no later than 30 days after the estimated delivery date. Fret not, we'll cover the costs of reprinting and shipping a replacement order for you.

We may ask to confirm with you that the shipping address was correct. We also recommend contacting the carrier directly to attempt to locate the lost or stolen package..

Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.

 

What if my order gets damaged in the mail?

If something arrives damaged, send us a photo of the damaged goods, then we'll gladly send a replacement at zero cost, or we will issue you a refund!

 

Where are returns sent?

The return address is based on where your package was fulfilled:

  • Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte facility: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273. 

  • Packages sent out from our facility in Canada are returned to: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.

  • Packages sent out from our Latvian facilities are automatically returned to Plienciema 5, Marupe, Marupes novads, LV-2167, Latvia.

  • Packages sent out from our Spanish facility are automatically returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.

  • Packages sent out from our UK facility are automatically returned to Antar 2, 1 Headway Road, Wolverhampton, WV10 6PZ.

  • Packages fulfilled by our partner facilities in Australia are returned to: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders, except for phone cases); 6 Axis Crescent, Dandenong South VIC 3175, Australia (phone cases).

  • Packages fulfilled by our partner facilities in Japan are returned to: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101 Japan (apparel orders); Ibe 15, Kunogi, Nakanoto, Kashima, Ishikawa prefecture, Japan 929-1801 (non-apparel orders).

  • Packages fulfilled by our partner facility in Brazil are returned to: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias - RJ, Brasil.

These addresses should be used only for product returns. All other types of correspondence (notices, letters, etc.) sent to these addresses will be returned to the sender.

Once a return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we'll decide what the next steps should be. Check out our return policy for more info. 

 

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to the sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned. You will receive notice once the order arrives back at our facility. We will contact you to determine how you would like to proceed and provide us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned, or had an incorrect address originally provided.

 

How are returns handled differently when comparing quality concerns or customers changing their minds?

Any returns or problems that occur because of an error on our part will be handled at our expense.

If you would like to exchange or return a product without any defect or incorrect size selection would be handled at your expense by placing a new order.

If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated after 30 days.