SHIPPING & RETURNS

SHIPPING

Domestic Shipping

Raven Stitch ships to all 50 US states, US protectorates, APO and FPO addresses, and PO Boxes.

Shipping Methods

We offer the following services for domestic delivery:

USPS

We currently only offer USPS as our domestic shipping partner.

Expedited shipping options are generally not available for pre-order products. All shipping method options are detailed during checkout. Shipping fees as well as delivery estimates are shown for each shipping method.

Shipping Fees

Shipping fees are based on actual product weights or dimensions. Dimensional weight reflects how much space a package takes in a truck or plane.

Shipping fees for in stock & pre-order items: The shipping fees displayed during checkout.

Shipping & Delivery Estimates

Most in stock items ship from our warehouse within 2-5 business days. Ship times may exceed this shipping window during holidays or crowd funding campaign fulfillments (such as Kickstarter).

Delivery times vary depending on the shipping method selected. Each shipping method will display a delivery date or date range for when a shipment can be expected for delivery.

If you are purchasing a pre-order, the items will arrive in a similar window of time, however depending on the number of pre-orders (or if there was a prior Kickstarter campaign that we are obligated to fulfill first), the time for the items to leave our warehouse, once the items are received, may vary. We will keep you updated via e-mail, social media, or the Kickstarter system about production, shipping and delivery times as best as we can.

Under normal circumstances the stated delivery day/range is accurate 99% of the time. There will be a small portion of shipments that take longer. If your delivery has not arrived we suggest you check the tracking to get a package update. Please be advised that some addresses may consistently take longer than the stated delivery dates. Deliveries may also take longer if you live in an area that is experiencing an unexpected service delay, such as severe weather, natural disasters, unscheduled events, etc.

Please note that we can not guarantee any delivery time as they are estimates set by the carrier you choose. However, we will always do our best to get your order packed and shipped as soon as possible to decrease your wait time and improve the likelihood of you receiving your package in a timely manner.

RETURNS

Not all shipment are going to go as planned. As hard as we try to make things perfect, things still happen along the line of production, shipping and handling. We get that. So we do offer a 30 day return policy, providing it has been pre-approved by us. Please do not return any items, without approval first. If you have any issues with your order prior to our 30 day return policy, feel free to contact us.

Unopened Items

Unopened and unused items can be returned within 30 days unless specifically stated on the product details page. The packaging must be in the same condition as when initially received.

Opened Items

Opened items are not eligible for returns, this includes:

Items that have been opened or removed from the packaging
Items that have visible indications that the packaged has been opened
Opened cases that are no longer factory sealed

An exception being the poly bag that most of our plush toys are shipped in. They are designed for single use and after being in our warehouse for a while can even open up on us. We will sometimes put orders of multiple plush into a single fresh poly bag when you place your order. If you've opened this bag to inspect your plush toys and find issues with them, this is acceptable. That being said, If the toys look as if they've been used or played with with, you may not be eligible for a return/refund.

Clothing and Apparel

Used or worn clothing, apparel and accessories (including enamel pins removed from their plastic seal) may not be returned.

Damaged and Defective Items

Any defective item or item damaged in transit can be exchanged for a replacement of the same item (or a replacement part depending on the issue), if you send us the request within 30 days of receiving your order. If the item is no longer available, we will be happy to issue a refund.

We may request that you e-mail a picture of your broken or defective item to help us determine what exactly is wrong and if a replacement part would be helpful.

The following issues do not qualify as a defective product:

Minor cosmetic issues or small loose stitching
Package or hang tag condition of product itself

How to Return an Item

Please contact our customer service to receive authorization for your return so that the item(s) can be accepted. Any returns without authorization will be delayed and possibly not be eligible for a refund.

Customer service may be reached by:

Email: (please use contact form)
Toll free: ‪(765) 267-8465‬ (9am - 6pm PST [Monday - Friday, except holidays])

Return Shipping - Domestic Customers

If the return is due to our error or a damaged or defective product, we will cover any return shipping fees as long as the return is completed through a Raven Stitch return option (a prepaid label provided by us). If you choose a self-return option (a carrier or service of your choice) you will pay the cost charged by the carrier selected and will not be reimbursed. We are not responsible for any lost or damaged packages through a self-return option.

If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us.

Return Shipping – International Customers

If the return is due to our error or a damaged or defective product, we will issue store credit for what it would reasonably cost to ship the item back to us using a cost-efficient method. You will be responsible for shipping the item(s) back and paying for the actual shipping fees.

How to Prepare Your Item for Return Shipping

Please reuse the packaging the item was shipped to you in or pack the item in an appropriate-sized shipping box and use bubble wrap or other fill to adequately protect the item. Please do not ever place the shipping label directly on the item to return it as this results in a partial or no refund. If the item is damaged in transit or received in less-than-original condition due to poor packaging your refund will be less.

All approved returns must be shipped back to us within 7 business days of approval to the following address:

RAVEN STITCH

23742 LYONS AVE #220306

NEWHALL, CA 91322-7009

IMPORTANT: Any returns without prior authorization can be delayed and possibly not be eligible for a refund.

Refunds

Refunds on returns are issued after the product has been received and processed. Refunds are in the original form of payment. In cases where this is not possible, store credit will be issued.

You may view your account to check a refund status. Once we issue your refund there may be a delay for these funds to show in your account:

Credit Cards: Typically 3-5 business days
PayPal: Depends on your PayPal original source of payment. PayPal states up to 30 days.
Store Credit: Available immediately

Refused and Undeliverable Shipments

A refused shipment will be treated as a return and any return costs will be deducted from the refund.

If a shipment is returned to us as undeliverable due to an error on your part (such as incorrect address or not home), we will contact you to reship the package; any return and reshipping costs are due before the package is reshipped.

Please respond as soon as possible so we can clear up any issues immediately. We will hold your package for a minimum for 30 days, after that time the package may be opened and items resold to other customers.

International customers will be responsible for any additional fees, duties, or taxes for refused or undeliverable shipments. If customs disposes your shipment for any reason, no refunds will be issued for product or shipping. International customers have the same 30 day grace period as domestic shipments to respond to us about undeliverable packages.

Restocking Fees

We typically do not assess restocking fees but reserve the right to do so in some situations:

Returned shipment contains missing, damaged, or opened items
Merchandise inspected by Customs
The return was received after the 30 day return window

Our Customer Service team will contact you with any general concerns prior to issuing a refund.

ContactING US

Please feel free to contact us at any stage of the shipping or returns process. We will happily assist you in any way that can in the meantime.