Shipping and Return Policies


Shipping

International Orders

Returns and Exchanges

 

SHIPPING

In-stock products ship within 1–2 business days. Orders placed on Friday after 3 pm and during the weekend ship the next business day. 

If your order contains in-stock product(s) and product(s) on a production timeline, we will split the shipment and ship products as they become available.

We ship all orders via FedEx. Shipments to PO boxes are shipped via FedEx SmartPost, with a USPS postal carrier making the final delivery. Shipping and delivery timelines presented at check-out are quoted directly from the shipping carrier. Because they’re determined and executed by the shipping carrier, we cannot guarantee quoted delivery timelines.

You’ll receive an email with your tracking number after we fulfill your order and the shipping carrier has received and scanned the package.

All shipping charges are nonrefundable. If you need to request that your shipment be rerouted after it is in transit please contact Town Cutler and we will do our best to assist you. All other shipping inquiries such as delivery delays or lost packages should be addressed with the carrier (FedEx). We are unable to provide shipping information beyond that supplied through the tracking number.

We are not responsible for packages that are lost or damaged in transit, but we’ll do what we can to help. If you believe your product(s) were damaged in transit, contact the carrier as soon as possible. Keep all packing materials as the carrier may require them as proof of damage. 

After contacting the carrier, please reach out to info@towncutler.com with your order number and a photo and description of the damage. We'll always do what we can to help! 


INTERNATIONAL ORDERS

We currently offer international shipping to Australia, Austria, Canada, France, Germany, Italy (select items), the Netherlands, New Zealand, Norway, and Sweden.

* We have temporarily paused international shipping to the United Kingdom while we review new tax laws that went into effect on January 1, 2021 due to Brexit.

International orders are final sale, as we’re unable to offer exchanges or returns due to duties complications.

International taxes, duties, and customs are not included in our shipping cost and are the sole responsibility of the recipient. Note that your package may remain in customs until all taxes, duties, and customs have been paid. Some countries issue hefty fees, so we highly suggest researching these rates before ordering. Please contact the shipping carrier with questions.

We cannot guarantee delivery dates for international shipments, as delivery dates quoted by the carrier don’t account for the time it may take for your shipment to clear customs.


RETURNS AND EXCHANGES

We offer refunds and exchanges within 30 days of purchase for most products. Proof of purchase is required, and products should be unused and in their original condition and packaging. If we deem a product has been minimally used, it may still be eligible for return or exchange but subject to a 20% fee deducted from the total return or exchange amount.

Products that aren’t eligible for exchange or return include gift cards, custom orders, monogrammed and engraved items, and items marked as final sale.

We only accept returns for products purchased directly from us. To return a product you purchased from another retailer, please contact them for their return policy.

To return or exchange product(s), email info@towncutler.com with your name, order number, and reason for the return or exchange, and we’ll contact you with instructions. Please don’t send product(s) for return or exchange without contacting us first. Returns or exchanges sent without prior communication may not be accepted.

We process refunds and exchanges after receiving and inspecting the product(s). Refunds are issued to your original payment method. If you paid with a Town Cutler gift card, you’ll receive your refund as a Town Cutler gift card. You can always choose to receive your refund or exchange as a Town Cutler digital gift card if desired.

We do our best to process refunds and exchanges as quickly as possible. Note that the time it takes for the refund to post to your account will vary depending on your original payment method and financial institution.

All shipping charges are nonrefundable, and we are not responsible for the shipping cost of returned and exchanged products. You may request a FedEx return label from us, or choose a carrier of your choice. If using a carrier of your choice, please email us the tracking number at info@towncutler.com. We cannot issue a return or exchange for product(s) that are not received by us.

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