Return and Exchange Policy
Refund and Return Policy for Apparel Products, Tote Bags and Mugs
We are collaborating with Printful to print and deliver the merchandise from our store. Farmer Zoe at Sterling Organic Farm LLC designs the products for the store and then Printful makes and delivers them. If you need to return an item that arrives damaged or misprinted, you will need to submit a claim with Printful after first contacting us via email at firstname.lastname@example.org. You will then be returning the item to Printful.
If you need a size exchange, you will need to return the item to Sterling Organic Farm. First, contact us at email@example.com. Then, mail the item to P.O. Box 148, Oneco, CT 06373. You will be paying for the return shipping, and for shipping the new size out to you. Once we receive your item, we will send out the correct size to you. If you are local, you can email us to arrange a time to bring the incorrectly sized item to us in person and save on shipping fees. We do not keep much stock on hand as Printful custom makes and sends out each item when someone orders through our online store. Even if you bring us the item in person, you will likely still need to have your new item shipped to you from the Printful headquarters.
ALL SALES ARE FINAL as each order placed is custom made for each customer after order is received. We do not have a warehouse or keep an inventory, therefore we unfortunately do not accept returns unless the item is damaged. If there is a defect with the order, we will offer a replacement (same product, same size) if the defect is reported via email: firstname.lastname@example.org within 14 days. We DO NOT accept returns or replacements in the case where the customer has buyers remorse or needs a different color.
Once you have clicked on the "complete order" button, unfortunately it is not possible to edit or cancel your order. However, if you need to change some parameters, like addresses, etc., please contact via email email@example.com as soon as possible. We are not bound to make such modifications in your order, but we will do our best on a case-by-case basis.
Sterling Organic Farm LLC online store operates with Printful, a custom print fulfillment service. It is the CUSTOMER'S RESPONSIBILITY TO FILE ANY CLAIM WITH A SHIPPING CARRIER for a lost shipment if carrier tracking indicates that the package was delivered. Unfortunately, in such case Printful will not make any refunds and will not resend the Product.
Sterling Organic Farm LLC will work with Printful to review replacement/return requests only if:
(a) a product is damaged, or there is a print error
(b) Sterling Organic Farm LLC receives a complaint with pictures (firstname.lastname@example.org) within 7 days from the day the product was delivered to the customer.
Reasons for Returns
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to the Printful headquarters. You will be liable for reshipment costs once we have confirmed an updated address with you.
Unclaimed - Shipments that go unclaimed are returned to the Printful head quarters and you will be liable for the cost of a reshipment to you.
We only replace items if they are defective or damaged. If you need to exchange a defective or damaged item for the same item, send us an email at email@example.com to get the return merchandise authorization (RMA) number. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We recommend you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Estimated shipping delivery times:
USA: 3-5 business days
Canada: 5-10 business days
World: 10-20 business days
Your order will be sent out on average within 3 days of ordering.
International shipments may incur customs fees. For each country the customs policy is different, and the fee is usually based on a variety of factors like weight, value, and size. We do not take responsibility for customs fees.
Order never arrived:
First check your shipping confirmation and check that you had entered the correct address. If the address was incorrect, though we'd be happy to send you another order to the correct address, it will have to be at your cost.If the shipping address was correct, get in touch with us noting your order number. We'll see what can be done.