Refund policy
RETURNS or EXCHANGES:
For all exchanges or any errors with your product please email: orders@wallcutz.com
*A 20% restocking fee may apply on large wood orders (5+ or more kits) or large stencil orders.
We will accept returns within 21 days of receiving your purchase. Item must be shipped back to us or post-marked within 21 days of receipt.
Custom Created products are final sale, no returns.
*note: if products arrive damaged or mis-cut; we will replace them at no extra cost (please send a photo and description to: orders@wallcutz.com)
To return your product please email: orders@wallcutz.com
The returned item must be unused and in the same condition that you received it. Please send it back in the original packaging or another sturdy box. Place stencils face down and roll loosely; and put into a sturdy box. Do not fold the stencils.
Once your return is received and inspected, we will apply a refund if applicable or send out a new item for exchange (as agreed upon). Any refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. (*refunds may take a few days to appear on a credit card statement)
LOST MAIL (tracking shows package is still in transit longer than 14 days).
If tracking info shows that your order has not been delivered yet; after 14 days; please let us know by email or phone. We will consider shipping out a new order/replacement. *If you purchased Shipping Protection with your order; then you would qualify for a free replacement on lost orders. (*within 30 days of the original order date). If you did not have Shipping Protection; then a shipping/handling fee of $10 will apply to replacement orders.
TRACKING SAYS "DELIVERED" but I did not receive my package:
If the tracking says "delivered" but you did not receive your shipment; please take the following steps:
1. Check the shipping address on your invoice to make sure it was sent to the correct address.
2. Check with other neighbors to see if they received the package by mistake. (this happens a lot)
3. Check with household members to see if they received the package and put it somewhere in the house.
4. Ask at your local post office to see if they can verify where it was delivered. (provide them the tracking #).
If you have followed the above steps and are unable to locate the package; it would then be treated as stolen mail.
With SHIPPING PROTECTION: If you purchased Shipping Protection with your order; then you would qualify for a free replacement order on any stolen items. (Shipping Protection is only valid for 21 days from when you received your order; please let us know as soon as possible if your order is missing)
SHIPPING PROTECTION also covers any damaged packages. If USPS has damaged the contents during shipping; we will also send out replacements at no extra cost. (please let us know within 21 days from ordering)
Certain conditions apply:
- U.S orders only
- Damaged in transit - Send picture of the damage, and we will send you a replacement ASAP.
- Shipping protection is valid for the original order only. (does not apply to the replacement order getting lost or stolen)
- Shipping protection must be purchased at the time of original order.
Please email us to let us know of a lost or stolen package and we are happy to help find a solution: orders@wallcutz.com / ph: 385-685-8228