Across the Hedge will not be held responsible for items damaged during shipping. AtH makes every effort to package items very carefully to prevent breakage. If the item is broken due to shipping, our packages all include $50 of insurance, and more can be purchased if you are worried. The carrier (USPS) will reimburse you for the loss, and we will provide you with all of the needed information. Please note, orders shipped via any method other than Priority Mail are not eligble for return or refund.
The vast majority of our products are one of a kind, and can not be reshipped. There simply is not another one. Therefore we highly recommend insurance on all shipments. All of our packages include $50 of insurance. If your products total more than $50, we recommend purchasing more insurance. In most cases it is an additional $2.10 for up to $5,000 worth of insurance. You can complete your order, and send the balance for the amount of insurance via PayPal, or contact us before, and we will send you a custom invoice with the insurance amount added.
Returns will not be accepted for simply changing one's mind. If there is a reasonable reason for the return, it will be accepted. Money can be refunded, less the cost of postage and fees, or the item can be exchanged. Returns are only accepted within 4 days of your receipt of the package. Your receipt of the package is when the post office transmits that the package was delivered, or signed for if delivery confirmation was purchased.
Please contact Across the Hedge to let us know that you wish to make a return. You will be asked to provide a picture of the damage. When the return has been approved, return the product in its original packaging, in new, unworn condition. It must be returned via Priority Mail or registered mail. It must include a tracking number, which you must send to Across the Hedge upon shipment. The refund will be issued if and only if, it was agreed in our conversation that it was reasonable, that it was not damaged during shipment (in which case, the insurance covers it), that it was shipped back correctly (see above), and we receive the item in new, unworn condition. Then a refund or credit can be issued after Acoss the Hedge receives the item. We can not issue refunds before we receive the return. Refund will be issued in like manner of payment. You are responsible for shipping costs both ways.
Custom orders and customized products are not returnable.