If your product gets damaged in the mail / during manufacturing, or the product does not arrive within 15 business days (domestic) and 28 business days (intl) - we will see that you get a replacement product or possibly, a refund. Refunds are made on a case-by-case basis, but generally, products that have been kept for longer than 21 days may not be returned. Similarly, we are not responsible for orders that do not arrive on time for a specific occasion/holiday, products that are accidentally ordered/now unwanted, or spelling errors made by the end user. Of course, we want all our customers to be satisfied, and if you have a specific question/case that does not fall within this policy, please email [email protected]
Order Cutoff Time
All orders that are submitted are approved by the customer and are final.
Refund and Cancellation
We try to make our customers happy and we will make exceptions wherever possible to ensure a satisfactory customer experience when buying our products.
- Once the order was placed and we receive it, we will deliver within 15-30 business days. At times, we can expect quicker delivery due to our proximity to customers in Europe and the USA. What we can’t control is that the customer provides us with a correct delivery address during the ordering process. In such cases, we won’t be able to guarantee a return if the error was due partly to the purchaser.
- In the case where our local printing partners are not able to deliver the ordered merchandise for us and they are not able to fulfill their contractual obligations, then we will inform the customer immediately that the product ordered is not available. We want to ensure our support of our American local printing partners so we are often choosing the local suppliers. This means they may need some time to adapt to our high amount of orders but we want to grow with them and support the local community. We will however inform you the customer immediately in case there are any delays, therefore this does not result in a non-refundable case.
- Once the goods are shipped the risk of goods that may be damaged or perished passes on to the buyer, this means that we, PHYB LLC will not be liable for any damages caused by the shipping company.
- Since the merchandise/maps are designed and customized by the user on www.craftoak.com, there is no right for a refund if the design is not due to the standards of the customer/purchaser. In such a case this order is not eligible for a return.
- If the shipment information provided by the customer was incorrect at the time of order, this results in a case where an order is not eligible for a return for such reasons as delay in shipment, etc.
Shipping details, returns, and right of withdrawal
- Once you have confirmed the order via pressing the “confirm” or alike button, shipping information such as address or name cannot be changed. In the case of an issue with the order please contact us at your earliest convenience ([email protected]). We are not responsible for notification in such a case and change the order however we will always do our best to help resolve the issue. This means that there are no rights for the user to receive the replacement of products in dispute due to an address mistake. All of this is subject to investigation and will be evaluated on a case-by-case basis.
- craftoak.com will review the replacement of Products or refund requests within 28 days of placed order. If there are product quality issues, a product is missing craftoak.com will replace such a product with a new product. To issue a refund process based on the aforementioned reasons, craftoak.com can be contacted via our support form. Refund requests will be processed within ten (10) working days. craftoak.com is not responsible when the purchaser has provided inaccurate information, such as a wrong name or address. In such a case, the additional costs - such as return shipping or replacement containers need to be carried by the customer.
- Since every product is individually made once the order is placed there is no right of withdrawal.
- A note about quality: sometimes your print may differ slightly than what is presented in the map editor. For example, some colors may come out slightly darker and bolder than what is displayed on the map editor. Coloring can change between devices and display settings. By ordering a product with craftoak.com, you are agreeing that you acknowledge this and products attempting to be returned for such reasons may not be eligible for a return. We guarantee a high-quality product, however, nuances in colors is not up to our control as every individual may have a different device they view their prospective order on.