Returns & Exchanges
To qualify for a return, items must be returned within 14 days of your original order shipment date (as printed on your packing slip). Exchanges must be received within 28 days (4 weeks).
Any claims for misprinted/damaged/defective items must be submitted within 5 business days after the product is received. For packages lost in transit, all claims must be submitted no more than 5 business days after the estimated delivery date. Prior to returning, email us at email@example.com if you're returning a damaged or defective item or if your package has been lost in transit.
Once we receive the returned item(s), your return will be processed and the charges will be credited to you. Shipping costs are non-refundable. Heavily used and/or final sale items cannot be returned.
Orders may not be returned/exchanged if:
- Item marked as final sale
- Free gifts or promotional items with retail value
- Returns received in damaged/worn condition
- Returns received after 14 days of the original order shipment date
- Exchanges received after 28 days of the original order shipment date
- Shipping charges, except in cases where we have made a shipping error
- Personalized items or custom orders
Orders may be returned/exchanged so long as:
- The order was not purchased on final sale
- The order was not a gift or promotional item
- The order is not damaged or in the worn condition
- The order is returned within 14 days of shipment date
- The order is exchanged within 28 days of shipment date
- The order was not a personalized item
Personalized/custom orders are non-refundable. Upon final approval of your personalized/custom order, we cannot accept returns due to any and all errors. By approving your final design and proof, you accept responsibility for the information and layout as shown. If errors are discovered after proof approval, we are required to charge for a remake.
Personalized and other custom products are subject to a different return policy. Please contact us if you are unsure whether your order qualifies for a refund - info [at] sugarskyshop.com.
Exchanges must be received within 28 days (4 weeks) of your original order shipment date and must meet the above mentioned requirements. To exchange an item, you will need to ship your original item back to us at:
If your item is damaged or defective, you must email us prior to returning your order at firstname.lastname@example.org.
Please keep the tracking number and any other relevant shipping information in the unlikely event we do not receive your return shipment.
HOW TO RETURN/EXCHANGE YOUR ORDER
To return or exchange your order, please send your item(s) to:
Attn: Returns / Exchanges
4400 Lipan Street
Denver, CO 80211
Once a qualified return or exchange is received we will process your refund as soon as possible. The charges placed on your card will be credited to you, though shipping costs are non-refundable. You will receive an email when your item has been refunded.
If you're exchanging an item, we will create another order in our system for you so that you receive tracking. If you're exchanging for a different item and there is a price difference, we will invoice you for the difference. Once that difference is paid, your exchange will be mailed.
Please note that refunds may take up to ten (10) business days to show on your account due to varying processing times between payment providers. If for any reason you do not receive the credited amount within that time frame, please feel free to contact us at email@example.com.
Damaged and/or defected item(s) must be reported within 5 business days of receipt. Please email firstname.lastname@example.org with pictures for proof of damage.
COLORS & PATTERNS
Please keep in mind that all SugarSky items are handmade and monitors display colors differently. Colors and/or patterns on products you receive may vary slightly from the image you see on your screen.
You will be emailed a tracking number upon shipment. Please note, we are unable to make changes to your order or shipping address once an order has been received UNLESS this it is for a pre-ordered item and you are moving within the timeframe that the pre-order will ship. Please verify your shipping address is correct at checkout before submitting your order. We are not responsible for orders shipped to incorrectly submitted addresses. Should you not receive your order (due to lost, stolen, etc.), we will submit a claim to USPS for you and await their decision. If they choose not to refund the cost of the package and goods contained there within based on records that the package has been delivered to the specified address, we will not be held responsible for your packages refund.