Shipping & Returns
TERMS AND CONDITIONS (EFFECTIVE AS OF JANUARY 2016)
PROCESSING AND HANDLING TIME:
Once an order is placed on our website, please allow 24-72 hours (1-3 business days) for the order to be processed with a shipping label printed, prepared and packed, ready for shipment.
Crooks N Castles Online Shop is responsible for handling orders from the time it has departed from our facility (which approximately takes within 24-72 hours of the order being placed) to the time when the tracking update states and confirms the order as being “delivered.” Please read more about the policies as well as track your package via USPS on their website: www.usps.com
*If you have not received a tracking number, but received confirmation that you order is going to be shipped, please contact [email protected] immediately so we can go ahead and send you your tracking number.
We normally ship via USPS offering customers the choice between Priority Mail and Express Mail services. Some items on our site may require a different shipping method such as Fed Ex or UPS (Canvases will be shipped primarily through Fed Ex, if not UPS).
Priority mail usually takes up to 3-5 business days to arrive to the destination from the time your order is shipped out of our facility. USPS does label how many days it takes for the order to be delivered, but sometimes, there are delays. So please keep in mind that it may take up to 5 business days to receive a package with priority mail service.
Express mail ensures overnight delivery 1-2 business day(s) from the time your order is shipped out from our facility.
**We are required by State and Federal laws to charge sales tax and shipping charges on products shipped to California.
For international orders, Priority Mail shipping takes up to 6-10 business days to arrive from the time your order is shipped out of our facility. Express mail will take about 3-5 business days from the time your order is shipped out of our facility.
**International orders are subject to Duties, Customs, and Value Added Taxes. These charges MUST be paid upon receipt of your order. Be sure to verify the additional cost that may have been incurred with the authorities of the country the order is being shipped to. Crooks N Castles Online Shop is not responsible for additional fees requested by the Mail Carrier or Customs.
USPS, UPS, and Fed Ex offers direct and reliable confirmation through their carriers whether a package has been successfully delivered to the correct address listed on your order. Therefore, we are able to ensure responsibility for your package from the time it has been shipped from our facility until the time it has been confirmed as being "delivered" to your designated address. (Customers are sent a tracking number once their order has been fulfilled via the e-mail address they list on their order. If you happen to not receive your tracking number, please notify us via e-mail immediately.)
ORDERS PLACED DURING SALES AND NEARING SPECIAL HOLIDAYS
Special circumstances such as national holidays may delay the processing and preparation time as well as the duration of both shipping methods (Priority and Express mail) for domestic and international orders by up to an additional 14 days. Please keep this in mind when ordering. (These are some of the specific holidays that you should consider-- including, but not limited to: Veteran’s Day, Memorial Day, 4th of July, Thanksgiving, Black Friday, Cyber Monday, Christmas, etc.)
**If you have not received your order after 3 weeks from the date you ordered with us, please contact us immediately.
Crooks N Castles Online is NOT responsible for misdeliveries. If you miswrote the shipping address on your order, please contact us within 24 hours of placing the order so we can make the changes for you. Failure to contact us may result in the loss of your package or may be sent back to our facility, in which you will be required to pay for the reshipping fees via money request sent to you through e-mail.
MAIL THEFT/LOST PACKAGES/TAMPERED PACKAGES
It is very important to check your tracking number periodically. If you did not receive one, please request one right away, you may call us during our normal business hours or e-mail us. If you did not receive your package and it is stated as being delivered, please contact us. We will go ahead and file an investigation with the mail service that was responsible for delivering your package. The duration of the investigation varies case by case. In order for us to issue you a full refund or resend your order again, we must receive confirmation from the mail service that the package was not delivered. After conducting the investigation, and if your package was confirmed delivered by the Federal Bureau of Investigation, then we will not be able to refund nor reprocess your order.
PREVENTING FRAUDULENT ACTIVITY
If you have placed an order and will have the order sent to a different address than what is stated on the billing address, you may be subject to present verification in the form of a document or ID that confirms the billing and shipping address listed on the order. Failure to comply will result in your order being cancelled. This may delay the processing time of your order. However, keeping both the billing and the shipping address the same on your order will ensure your order will be processed in a timely manner as stated above (Please see Processing and Handling Time for more information).
Our goal is for you to be satisfied with your purchase from Crooks & Castles. If, for any reason, you are not, we are more than willing to do an exchange or issue you store credit.
If you have purchased an item from Shop.CrooksnCastles.com, you may exchange it for a different color, size or style. You have 7 days from when your order was received to return the item(s) to make an exchange (i.e. If your order was delivered on the 1st, you have until the 8th to contact us about making a return).
Prior to exchanging the item(s):
Please contact us via e-mail to inform us of your return:
Email: [email protected]
PLEASE NOTE: NO EXCHANGES will be eligible on sale and significantly discounted items varying from 35-50% marked down prices. (including but not limited to: Black Friday, Cyber Monday, Canvas orders, and items displayed under the “Sale” section on shop.crooksncastles.com). We recommend you contact us prior to ordering, to inquire about a particular item being eligible for exchanges or store credit.
Crooks N Castles Online Shop reserves the right to refuse exchanges requested from orders made on special sales and from items purchased under the Sales Category on our online site. THESE ARE FINAL SALE.
When shipping your item(s) back to our warehouse, please include:
a copy of your original invoice and a written explanation of the item(s) you are exchanging for. All exchanges are dependent on current stock availability and condition of product upon inspection. If we do not have the item available, we can issue you store credit.
Please allow 7-10 business days from when it is delivered for your exchange/return to be processed.
Customers are responsible to pay shipping fees when an exchange or a return for store credit is requested. Failure to pay the shipping fees will result in the CANCELLATION of your exchange and store credit may be automatically disbursed. Shipping fees are non-refundable.
**If there be a time where you did not receive an item(s) that was stated on your invoice, please contact us. In these cases, we will take full responsibility and reimburse you for the shipping fees when sending the item(s) back, and we can also make you a shipping label upon the request of the customer.
All exchanges are to be shipped via insured traceable mail in a secure package to the following address (We are not liable for packages lost in transit; please have a tracking number for your reference and proof):
NO REFUNDS WILL BE ISSUED ON ANY ITEMS FROM SHOP.CROOKSNCASTLES.COM NON-SALE OR SALE ITEMS. STRICTLY EXCHANGES OR STORE CREDIT ONLY.
Returns are subject to a minimum 15% restocking fee if the item is found to not be in the same condition as it was when it was initially sent to you. If the tags are detached or items are found to be worn already, we will incur a restocking fee. Items that are found to be washed will be subject to an automatic cancellation with no exchange or store credit.
For general inquiries regarding your order please contact S[email protected]
These terms and conditions are applied to Crooks N Castles Online Shop only. If you have any questions about any of our retail stores and their policies please contact them below: