Due to the "Stay-at-Home" order by the State of Illiniois, we are currently operating with extended order processing times. We will continue to ship orders 1-2 times per week as long as UPS and USPS are operating. Read more about these delays on our blog post here as well as how our operations reduce risk here.
The following is our return policy -
Due to the large, heavy and fragile nature of many of our products, damage during shipping does unfortunately happen. We are constantly evaluating our packaging and hand pack every order to ensure that your products arrive in the best condition. However, we cannot guarantee that our "Fragile - Handle with Care" stickers are read and followed!
In the event that your item arrives broken, please email email@example.com immediately. We must receive shipping damage claims within 2 weeks of delivery. Please open and inspect all packages upon receipt. We cannot process damaged claims more than 14 days after you received the item. Please keep the broken item and all packaging for at least 14 days after you have contacted us.
When an item is damaged during shipping, we do not require that you return the broken item to us. Instead, we ask that you email us photos of the damaged item and any damage to the packaging. In addition, if you purchased a fermenting crock, please indicate whether the lid and weights were damaged, or only the crock itself. Once we have the photos, we will be able to package up a replacement and ship it to you within 1-2 business days.
If you have changed your mind and would like to return the item you purchased, please contact us immediately. All items must be new, unused and in their original packaging. We do not accept returns on used items. You will be responsible for paying the return shipping to get the product back to us. We can prepare a return shipping label for you, and deduct the cost from your return value. Customer initiated returns are subject to a 15% restocking fee. Once we have received the item, we will inspect it for any damage. If the product is unused and in sell-able condition, we will issue a refund or store credit excluding shipping charges and restocking fees within 7 days. Shipping fees are non-refundable.
You must contact us before sending the item back to us, otherwise we won't be able to process the return. For customer initiated returns, the item will need to be back in our possession within 45 days of the original order. If we receive the order outside of this time period, we will be unable to process your return.
Please note - many of our items are large and fragile. This means that they are more prone to damage during the shipping process. If you choose to purchase the return shipping yourself, we recommend you purchase insurance on the return shipment (as we do on all shipments) for the purchase price of the item. If the product is damaged during the return shipment, you will be responsible for filing a claim with the shipping company if you choose. We will be unable to give you a refund of the original order in this situation.
FACTORY SECOND products are not eligible for returns or exchanges. All sales of Factory Second items are final.
If you believe the item you received is defective, please contact us. We will do our best to work with you to resolve the situation. Defective product claims must be received within 90 days of the order date. Please include photographic evidence of manufacturer's defect when emailing firstname.lastname@example.org to report the defect. We reserve the right to determine whether to refund or replace the defective item. Defective items reported beyond 90 days will not be eligible for refund or replacement. If a manufacturer's defect is discovered beyond 90 days, you may be eligible for a store credit of up to 50% of the purchase price, at the discretion of Stone Creek Trading.
If you would like to cancel your order, please contact us as soon as possible by emailing email@example.com or replying to your order confirmation email. Orders that are canceled before they ship will be issued a full refund. If the order has already shipped, we can refund you for the cost of the item, but the shipping fee is non-refundable. If the order has already shipped when it is canceled, your refund will not be issued until the item is back in our possession, which can take up to 2 weeks.
If you have any questions, please contact firstname.lastname@example.org.