Refund policy

We want ordering from Holzer Handcrafted to feel straightforward and dependable. Because we make and pack every order ourselves, mistakes are rare. But if something is not right, we want to hear from you so we can help make it right.

Below you’ll find details on order processing, shipping, local pickup, returns, and how we handle damaged, defective, missing, or incorrect items.

Order Processing

Most orders are processed within 2 business days after your order confirmation email is received, excluding weekends and holidays.

You’ll receive a shipping confirmation email once your order has shipped.

Please note that some personalized, custom, special-order, or higher-volume orders may require additional processing time.

Shipping Rates & Delivery Estimates

Shipping rates and estimated delivery times are shown at checkout based on the shipping options available for your order.

Most orders $60+ ship free to addresses in the contiguous U.S. Exclusions may apply.

For free shipping orders, we choose the shipping method based on cost unless you select and pay for a faster option during checkout.

Delivery estimates provided at checkout are estimates only and may be affected by carrier delays outside our control.

Local Pickup

We offer free local pickup in East Hampton, CT.

If you select local pickup at checkout, most orders will be ready within 1 to 2 business days. Once your order is ready, we’ll contact you with pickup instructions and available pickup options.

International Shipping

International shipping rates and estimated delivery times are provided at checkout when available.

International orders may be subject to duties, import taxes, and other fees imposed by the destination country. These charges are the responsibility of the customer unless otherwise stated at checkout.

If duties and taxes are shown at checkout, they may be estimates based on the information available at the time of order. Delivery times may also vary due to customs processing.

Order Tracking & Delivery Issues

When your order ships, you’ll receive a shipping confirmation email that typically includes tracking information. Please allow up to 48 hours for tracking updates to appear.

If your order appears delayed, lost, or arrives with a problem, please contact us and we’ll be happy to help.

Returns

If you would like to request a return, please contact us within 30 days of delivery.

To be eligible for a return, the item must be in new and unused condition, and in its original packaging where applicable.

Please contact us first before sending anything back. Once your return is authorized, we’ll provide return instructions. Items sent back without first contacting us may delay processing.

Unless the return is due to a damaged, defective, or incorrect item, return shipping costs are the responsibility of the customer.

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

• Personalized goods
• Custom goods
• Special-order items

We also do not accept returns on gift cards. Gift card sales are final.

Damaged, Defective, Missing, or Incorrect Items

Please inspect your order upon arrival.

Because we make and pack every order ourselves, mistakes are rare. But if your order arrives damaged, defective, missing an item, or incorrect, please contact us within 7 days of delivery so we can review the issue and make it right.

If your package appears to have been damaged in transit, photos are extremely helpful. Clear photos of the item, the packaging, and the shipping box help us better understand what happened and can also be helpful when working through carrier-related issues.

When reaching out, please include your order number and any helpful details or photos if available.

Refunds

Once we receive and inspect an approved return, we’ll let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process and post the refund.

Contact Us

If you have any questions about your order, shipping, or returns, please contact us before sending anything back.